Avaya IP Office User Manual

IP Office Release 6

Voicemail Pro Installation and Maintenance

15-601063 Issue 22e - (16 May 2010)

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

Documentation disclaimer Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya.

End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.

Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages.

Warranty Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support. Please note that if you acquired the product from an authorized Avaya reseller outside of the United States and Canada, the warranty is provided to you by said Avaya reseller and not by Avaya.

Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”).

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone products or pre-installed on Hardware. "Hardware" means the standard hardware originally sold by Avaya and ultimately utilized by End User.

License types Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation(s) and Product(s) provided by Avaya. All content on this site, the documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil, offense under the applicable law.

Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/Copyright.

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

Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://support.avaya.com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com.

Trademarks Avaya and Aura are trademarks of Avaya, Inc. The trademarks, logos and service marks (“Marks”) displayed in this site, the documentation(s) and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners.

Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support

Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

Voicemail Pro Installation and Maintenance Page 2

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Contents

............................................................................ 1162.10.3 Tracing in Debug

............................................................................ 1172.10.4 The Voicemail Console

Voicemail Pro1.

..................................................................... 111.1 What is New in 6.0

..................................................................... 151.2 Supported Languages

..................................................................... 161.3 Number of Simultaneous Users

Installing Voicemail Pro2.

..................................................................... 182.1 General Installation Requirements

............................................................................ 192.1.1 PC Specification

............................................................................ 222.1.2 Voicemail Pro Licenses

............................................................................ 242.1.3 Network Requirements

............................................................................ 252.1.4 Disk Space Requirements

............................................................................ 252.1.5 Web Server Operation

............................................................................ 252.1.6 ContactStore Operation

............................................................................ 262.1.7 User and Group Mailboxes

..................................................................... 272.2 Server/Client Installation

............................................................................ 302.2.1 Modifying the Installed Components

............................................................................ 312.2.2 Web Campaigns Installation

............................................................................ 322.2.3 The Voicemail Pro Services

..................................................................... 342.3 Upgrading Voicemail Pro

............................................................................ 342.3.1 Upgrade from below version 3.2

............................................................................ 352.3.2 Upgrade from Version 3.2+

............................................................................ 362.3.3 Upgrade to Voicemail Pro

..................................................................... 372.4 UMS Web Services

............................................................................ 382.4.1 IMAP Installation

............................................................................ 412.4.2 Web Voicemail Installation

............................................................................ 472.4.3 Exchange 2007 Installation

..................................................................... 522.5 Centralized Voicemail Pro

............................................................................ 532.5.1 Centralized Voicemail

............................................................................ 542.5.2 Fallback IP Office Control

............................................................................ 552.5.3 Backup Voicemail Server Operation

............................................................................ 562.5.4 Distributed Voicemail Servers

............................................................................ 582.5.5 Combined Options

............................................................................ 602.5.6 Installation Notes

..................................................................... 642.6 Voicemail Email

............................................................................ 642.6.1 SMTP Setup

............................................................................ 692.6.2 MAPI Setup

............................................................................ 782.6.3 Voicemail Email Operation

..................................................................... 812.7 Text to Speech (TTS) Installation

............................................................................ 822.7.1 Installing Generic Text to Speech

............................................................................ 822.7.2 Installing Avaya Text to Speech

............................................................................ 822.7.3 Using the Speak Text Action

............................................................................ 832.7.4 Text to Speech SAPI Controls

............................................................................ 862.7.5 Setting Up Text To Speech to Read Email

..................................................................... 872.8 IP Office Configuration

............................................................................ 882.8.1 System Settings

............................................................................ 902.8.2 User Voicemail Settings

............................................................................ 932.8.3 User Source Numbers

............................................................................ 942.8.4 Hunt Group Settings

............................................................................ 962.8.5 Voicemail Channel Reservations

..................................................................... 982.9 Voicemail Pro Preferences

............................................................................ 992.9.1 System Preferences

............................................................................ 1092.9.2 Control Panel Options

..................................................................... 1132.10 Troubleshooting

............................................................................ 1132.10.1 Checking the Voicemail Pro Service

............................................................................ 1152.10.2 Voicemail Pro User Log

Using the Voicemail Pro Client3.

..................................................................... 1203.1 Logging in to the Voicemail Pro Server

..................................................................... 1203.2 Continue Offline Message Window

..................................................................... 1213.3 The Main Voicemail Pro Window

..................................................................... 1223.4 Saving Changes and Making them Live

..................................................................... 1223.5 Logging Out

..................................................................... 1223.6 Voicemail Shutdown or Suspend

..................................................................... 1243.7 Closing Down

..................................................................... 1253.8 Changing Between Offline and Online Mode

..................................................................... 1263.9 Administrator Accounts

..................................................................... 1283.10 Confirm Call Flow Download Window

..................................................................... 1283.11 Using the Navigation and Details Panes

............................................................................ 1303.11.1 Users / Groups

............................................................................ 1363.11.2 Voicemail Pro Administrators

............................................................................ 1373.11.3 Server Queues

............................................................................ 1423.11.4 Distributed Voicemails

..................................................................... 1433.12 Toolbar Icons

..................................................................... 1443.13 Importing and Exporting

..................................................................... 1453.14 Backup and Restore Settings

............................................................................ 1463.14.1 Backup Configuration

............................................................................ 1473.14.2 Doing a Manual Backup

............................................................................ 1483.14.3 Restoring a Previous Backup

..................................................................... 1493.15 Including Other Files

..................................................................... 1503.16 Start Points

............................................................................ 1523.16.1 Default Start Points

............................................................................ 1533.16.2 Using Start Points

............................................................................ 1543.16.3 Viewing Call Flows as Text

..................................................................... 1553.17 User Variables

..................................................................... 1573.18 Call Variables

..................................................................... 1593.19 Creating Modules

............................................................................ 1593.19.1 Running a Module

..................................................................... 1603.20 The Conditions Editor

............................................................................ 1613.20.1 Using the Condition Editor

............................................................................ 1633.20.2 Calendar

............................................................................ 1643.20.3 Week Planner

............................................................................ 1653.20.4 Condition

............................................................................ 1663.20.5 Compare

..................................................................... 1663.21 About

Voicemail Pro Actions4.

..................................................................... 1714.1 Connections

..................................................................... 1724.2 Available Actions

..................................................................... 1764.3 Standard Action Tabs

............................................................................ 1764.3.1 General

............................................................................ 1774.3.2 Entry Prompts

............................................................................ 1814.3.3 Specific

............................................................................ 1824.3.4 Reporting

............................................................................ 1834.3.5 Results

..................................................................... 1844.4 Basic Actions

............................................................................ 1844.4.1 Generic

............................................................................ 1984.4.2 Speak Text

............................................................................ 2004.4.3 Menu

............................................................................ 2024.4.4 Goto

............................................................................ 2034.4.5 Disconnect

............................................................................ 2034.4.6 Home

............................................................................ 2034.4.7 Module Return

Voicemail Pro Installation and Maintenance Page 3

15-601063 Issue 22e (16 May 2010)IP Office Release 6

..................................................................... 2044.5 Mailbox Actions

............................................................................ 2054.5.1 Get Mail

............................................................................ 2074.5.2 Leave Mail

............................................................................ 2084.5.3 Listen

............................................................................ 2094.5.4 Voice Question

............................................................................ 2104.5.5 Campaign

..................................................................... 2114.6 Configuration Actions

............................................................................ 2114.6.1 Edit Play List

............................................................................ 2124.6.2 Record Name

............................................................................ 2134.6.3 Personal Options Menu

............................................................................ 2154.6.4 Select System Prompt Language

..................................................................... 2164.7 Telephony Actions

............................................................................ 2174.7.1 Variable Routing

............................................................................ 2194.7.2 Route Incoming Call

............................................................................ 2204.7.3 Route by Call Status

............................................................................ 2214.7.4 Transfer

............................................................................ 2234.7.5 Whisper

............................................................................ 2254.7.6 Call List

............................................................................ 2264.7.7 Dial by Name

............................................................................ 2284.7.8 Conferencing Center

............................................................................ 2294.7.9 Assisted Transfer

............................................................................ 2314.7.10 Alphanumeric

..................................................................... 2334.8 Miscellaneous Actions

............................................................................ 2344.8.1 eMail

............................................................................ 2354.8.2 Open Door

............................................................................ 2364.8.3 Alarm Set

............................................................................ 2384.8.4 Clock

............................................................................ 2394.8.5 Post Dial

............................................................................ 2404.8.6 VB Script

............................................................................ 2424.8.7 Remote Call Flow

..................................................................... 2434.9 Condition Actions

............................................................................ 2434.9.1 Test Condition

............................................................................ 2444.9.2 Set User Variable

............................................................................ 2454.9.3 Test User Variable

............................................................................ 2464.9.4 Test Variable

............................................................................ 2484.9.5 Decrement and Test Counter

............................................................................ 2494.9.6 Increment and Test Counter

..................................................................... 2504.10 Database Actions

............................................................................ 2504.10.1 Database Open

............................................................................ 2514.10.2 Database Execute

............................................................................ 2524.10.3 Database Get Data

............................................................................ 2534.10.4 Database Close

..................................................................... 2544.11 Queue Actions

............................................................................ 2554.11.1 Queue ETA

............................................................................ 2564.11.2 Queue Position

Administration5.

..................................................................... 2605.1 Routing Calls to Voicemail

............................................................................ 2615.1.1 Routing Calls to Voicemail

............................................................................ 2615.1.2 Forward Unconditional to Voicemail

............................................................................ 2615.1.3 Transferring Calls to Voicemail

............................................................................ 2625.1.4 Using Short Codes to Access Voicemail

............................................................................ 2635.1.5 Using VM: to Access Voicemail

............................................................................ 2645.1.6 Voicemail Telephone Numbers

............................................................................ 2655.1.7 Example Call Flow

..................................................................... 2675.2 User Voicemail Access

............................................................................ 2685.2.1 Giving Users Button Access

............................................................................ 2695.2.2 Giving Users Access from Any Extension

5.2.3 Giving Users Access from an External

............................................................................ 270

Location

............................................................................ 2705.2.4 Creating a Trusted Location

..................................................................... 2715.3 Hunt Group Voicemail

............................................................................ 2725.3.1 Configuring Message Waiting Indication

............................................................................ 2735.3.2 Configuring Group Broadcast

............................................................................ 2745.3.3 Using a Short Code to Collect Voicemail

............................................................................ 2755.3.4 Out of Hours Operation

............................................................................ 2765.3.5 Configuring Announcements

............................................................................ 2785.3.6 Customizing Announcements

............................................................................ 2795.3.7 Hunt Group Queuing

............................................................................ 2805.3.8 Customizing a Hunt Group Call Flow

..................................................................... 2825.4 Recording Calls

............................................................................ 2835.4.1 Call Recording Warning

............................................................................ 2845.4.2 Changing the Recording Time

............................................................................ 2845.4.3 Voice Recording Library (VRL)

............................................................................ 2855.4.4 Manual Call Recording

............................................................................ 2895.4.5 Automatic Call Recording

..................................................................... 2955.5 Announcements

............................................................................ 2955.5.1 Mandatory Announcement Example

............................................................................ 2965.5.2 Personal Announcements

..................................................................... 2975.6 Support for Callers with Impaired Hearing

............................................................................ 2985.6.1 Installing Voicemail Pro TTY Prompts

............................................................................ 2985.6.2 Changing User Locale

5.6.3 Advice for Mailbox Owners Using a TTY

............................................................................ 298

Device

5.6.4 Changing the Language Setting for a TTY

............................................................................ 299

Device

..................................................................... 3015.7 Changing Language

............................................................................ 3025.7.1 Supported Languages

............................................................................ 3035.7.2 Changing the Language of System Prompts

............................................................................ 3045.7.3 Changing the Language of Custom Prompts

..................................................................... 3055.8 Mobile Twinning

............................................................................ 3065.8.1 Example Call Flow

..................................................................... 3095.9 Remote Voicemail Notification

............................................................................ 3105.9.1 Callback

............................................................................ 3125.9.2 Outcalling

..................................................................... 3165.10 Automatic Message Deletion

..................................................................... 3175.11 Using Voicemail to Give Error Messages

..................................................................... 3185.12 Mailbox Management

............................................................................ 3205.12.1 Disabling a Mailbox

............................................................................ 3215.12.2 Clearing a Mailbox

............................................................................ 3225.12.3 Outcalling Settings

............................................................................ 3245.12.4 Personal Distribution Lists

Mailbox Access Controls6.

..................................................................... 3296.1 General Controls

..................................................................... 3306.2 Intuity Mode

..................................................................... 3316.3 IP Office Mode

..................................................................... 3326.4 Phone Manager

..................................................................... 3346.5 Visual Voice

..................................................................... 3366.6 UMS Web Voicemail

..................................................................... 3396.7 UMS IMAP

..................................................................... 3406.8 UMS Exchange 2007

Voicemail Pro Examples7.

..................................................................... 3427.1 Using VB Script

............................................................................ 3447.1.1 VBScript Properties

............................................................................ 3507.1.2 VBScript Methods

Voicemail Pro Installation and Maintenance Page 4

15-601063 Issue 22e (16 May 2010)IP Office Release 6

..................................................................... 3657.2 Database Connection

............................................................................ 3667.2.1 Example Database Scenario

..................................................................... 3747.3 Dial by Name

............................................................................ 3757.3.1 Example Call Flow

............................................................................ 3767.3.2 Adding a Record Name Module

............................................................................ 3777.3.3 Using the Name Table

............................................................................ 3777.3.4 Changing Full Names

..................................................................... 3787.4 Campaigns

............................................................................ 3797.4.1 Managing Campaigns

............................................................................ 3837.4.2 Accessing Campaign Results

..................................................................... 3887.5 Fax Server Configuration

............................................................................ 3897.5.1 Fax Server Configuration

7.5.2 Setting the VoiceMail Pro System Fax

............................................................................ 390

Number

............................................................................ 3927.5.3 Setting up Fax Forwarding

............................................................................ 3927.5.4 Setting Up a User Defined Fax Number

............................................................................ 3937.5.5 Routing Fax Calls Using a Menu Action

7.5.6 Configuring an Analog Extension Number for

............................................................................ 394

Fax Use

............................................................................ 3957.5.7 Castelle Fax Server

Appendix8.

..................................................................... 3988.1 What Was New in 5.0

..................................................................... 4018.2 What Was New in 4.2

..................................................................... 4028.3 What Was New in 4.1

..................................................................... 4038.4 What Was New in 4.0

..................................................................... 4048.5 Prompts

............................................................................ 4048.5.1 US English Intuity Prompts

............................................................................ 4188.5.2 English Non-Intuity Prompts

..................................................................... 4248.6 Installing VoiceMail Pro as an ACM Gateway

..................................................................... 4268.7 Installing Networked Messaging (VPNM)

............................................................................ 4278.7.1 Requirements for VPNM

............................................................................ 4288.7.2 Installing VoiceMail Pro with VPNM Support

............................................................................ 4318.7.3 Configuring VPNM Preferences

............................................................................ 4348.7.4 Testing a VPNM Setup

...............................................................................437Index

Contents

Voicemail Pro Installation and Maintenance Page 5

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Chapter 1.

Voicemail Pro

Voicemail Pro Installation and Maintenance Page 7

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Voicemail Pro:

1. Voicemail Pro

The diagram illustrates a Voicemail Pro system with some of the setup options. Full details on the installation options available are covered in the Installing Voicemail Pro section.

· IP Office Control Unit

The IP Office Voicemail Pro licenses are entered into the configuration of the IP Office system. The licenses are required to activate Voicemail Pro features. An unlicensed Voicemail Pro service will run for two hours to allow demonstration and testing. License keys are issued against and validated against the unique serial number of the feature key dongle used by the IP Office. For USB and parallel port feature key dongles, the dongle must be installed on a PC running the IP Office Feature Key Server application.

· Voicemail Pro Server

The Voicemail Pro Service is installed on the Voicemail Pro server PC. This becomes the PC where messages and other data are stored for the mailboxes and services provided by Voicemail Pro.

· Voicemail Pro Client

The Voicemail Pro Client is used to manage and configure the Voicemail Pro service. It is typically installed on the Voicemail Pro server but can also be installed separately on another computer to allow remote access to the server. Only one client can connect to the server at any time.

· Telephone Extension

For internal extensions, the voicemail server provides message waiting indication. This is done automatically for the phone users own mailbox. However the user can be configured to also receive message waiting indication for other mailboxes.

· User's PC

In addition to accessing mailbox voicemail messages through the phone, there are a range of method for accessing messages from a users computer. This can be by web browser, IMAP email account, Exchange 2007 email account and various other options. The IP Office one-X Portal for IP Office and IP Office Phone Manager applications can also be used.

· Email Server Using an email server, Voicemail Pro can provide a number of services. This includes send messages alerts or copies of messages. For Exchange 2007 email servers, the email server can be used as the message store with users accessing their messages using Outlook 2007.

· ContactStore Server

In addition to taking voicemail messages, the Voicemail Pro can be used for automatic and manual call recording. These recordings are normally stored in the voicemail servers mailboxes. ContactStore is an additional licensed application to which recordings can be transferred for long term storage. ContactStore supports archiving to DVD, access by web browser and searching based on call details.

Voicemail Pro is supplied the IP Office User and Admin Applications DVD. Voicemail Pro ScanSoft TTS is supplied as a separate 2 DVD set.

Voicemail Pro Installation and Maintenance Page 9

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Voicemail Pro Installation and Maintenance Page 10

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Voicemail Pro:

· Mailboxes for all users and hunt groups.

· Announcements for users and hunt groups.

· Customizable call flows.

· Call recording to mailboxes.

· Campaigns.

· TTS email reading for users licensed for Mobile

User or Power User profiles.

· Support for Customer Call Reporter.

· Voicemail Pro database interaction (IVR).

· Voicemail Pro call flow generic TTS (8 ports).

[1]

· Voicemail Pro Visual Basic Scripting.

· Voicemail Pro call recording to ContactStore.

[2]

1.1 What is New in 6.0

The following is a summary of the new features in the IP Office Voicemail Pro 6.0 release. For details of previous releases refer to the Appendix . Voicemail Pro 6.0 is supported with systems running IP Office Release 6. That includes IP406 V2, IP412, IP500 and IP500 V2 systems.

Licensing Changes

The changes to IP Office license packages sold by Avaya for IP Office Release 5 are now matched by the license used within the IP Office systems for IP Office Release 6. Amongst those changes, the following affect Voicemail Pro.

· Preferred Edition (Voicemail Pro) License

This license enables support for Voicemail Pro as the IP Office's voicemail server with 4 voicemail ports. The Preferred Edition license allows the voicemail server to provide the services listed below. Additional license can be added for additional voicemail features, these are detailed separately. This license was previously called Voicemail Pro (4 ports).

· Advanced Edition License

This license enables the additional features listed below. A Preferred Edition license is a pre-requisite for this license.

398

· User Profile Licenses and User Profiles Within IP Office Release 6, users have a Profile setting. The options for this setting, other than Basic User, are controlled by the available user profile licenses in the IP Office systems configuration. The selected profiles controls which additional services can be configured for the user. The additional voicemail services affected by this are TTS email reading and UMS services.

· UMS services can only be used by users set as Teleworker User or Power User.

· TTS email reading can only be used by users set as Mobile User or Power User.

· TTS Licensing

The licensing of TTS for use in call flows and for email reading has been separated.

· TTS for email reading is no longer enabled by the VMPro TTS (Generic) or VMPro TTS (ScanSoft) licenses. Instead it is enabled by the Preferred Edition license detailed above. This uses the generic TTS speech engines. Access to email reading for individual users is licensed by the user profile licenses described above.

· TTS for use in call flows is still licensed by the VMPro TTS (Generic) or VMPro TTS (ScanSoft) licenses. In addition the Advanced Edition license detailed above also enables 8 ports for generic TTS.

IP Office Configuration Changes

In addition to the changes for centralized voicemail configuration (see below) and licensing (see above), the following additional changes have been made for voicemail operation in IP Office Release 6 system configurations:

· Voicemail SIP URI Settings SIP URI values (Name, Display Name, Contact and Anonymous) are available for voicemail on systems with SIP or SCN connections. These values can be used when voicemail makes calls using SIP trunks or to SIP extension devices.

Voicemail Pro Installation and Maintenance Page 11

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Centralized Voicemail

In addition to the support for IP Office control fallback added in IP Office Release 5, the following additional options are now supported within a Small Community Network using IP Office Release 6 and Voicemail Pro 6.0:

· Backup Voicemail Server An additional Voicemail Pro server can be installed. The address of this server is entered in the configuration of the central IP Office. During normal operation; messages, call flows and other settings on the backup voicemail server are synchronized with those on the central voicemail server. If the central voicemail server becomes unavailable, the central IP Office will switch to using the backup voicemail server for voicemail services. When the central voicemail server is restored, the central IP Office will switch back to using it for voicemail services and any new messages on the backup server are synchronized with it. The backup voicemail server operates using the existing voicemail licenses held by the central IP Office for normal operation.

· Distributed Voicemail Servers Multiple Voicemail Pro servers can be installed within a Small Community Network. These are referred to as distributed voicemail servers. Within the configuration of the IP Offices in the network (other than the central IP Office and its fallback if any), you can specify that the IP Office uses a particular distributed voicemail server for its voicemail services. This requires the IP Office to have licenses for voicemail operation and the voicemail features it requires. Multiple distributed servers can be supported and several IP Offices can share the same distributed server, each using their own license set. The distributed server is used for all services apart from message collection and message waiting indication, those services are still performed by the central voicemail server. Messages recording is done by the distributed servers with the messages then being forwarded to the central voicemail server.

Voicemail Pro Installation and Maintenance Page 12

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Voicemail Pro: What is New in 6.0

· Voicemail on/off.

· Voicemail email mode.

· DND on/off.

· Follow Me.

· Forwarding.

· Edit Voicemail.

· Edit Callback Number.

· Edit Mobile Twinning.

Voicemail Operation Features

· Alarm Action Enhancements The alarms provided by the voicemail server using the Alarm Set action and the Alarms queue panel have been enhanced to allow alarm repetition and to require an dialed response to clear an alarm in order to prevent it repeating.

· Alarm Duration and Retries The ring duration for an unanswered alarm call can be adjusted. In addition, a number of retries and the interval between retries can be specified for an unanswered alarm.

· Alarm Clearing Normally the alarm and any repeats are cleared once the alarm call is answered. For Voicemail Pro 6.0, a cancel code of up to 4 digits can be specified and must be dialed to stop the alarm from using any further retries.

· Alarms Administrator A new type of client account has been added. The Basic account user can only edit alarm settings shown in the Alarms queue panel.

137

· Administration of Mailbox User Settings for Outcalling and Personal Distribution Lists User mailbox settings such as outcalling settings and personal distribution lists can be accessed and edited through the Voicemail Pro client.

· TTS Prompt Generation On voicemail servers licensed for text to speech (TTS), the prompts used for call flow actions can be generated using TTS. The text entered in the action's Description field is used as the script for the recording.

· Voicemail Configuration Backup and Restore The Voicemail Pro client can be used to configure daily, weekly and monthly automatic backups or to run an immediate manual backup. Each backup type can be individual configured for the types of files and settings it should include including messages. The client can also be used to restore the files from a previous backup.

· Get Mail Action - Advanced Personal Options For systems running in Intuity mode, a Get Mail action can be used in call flows to provide the user with access to a range of mailbox control actions. These actions become part of the mailbox telephone user interface. The options that become available are:

236

236 137

126

130

179

145

205

· Personal Options Menu Action

213

The Play Configuration Menu action has been replaced by the Personal Options Menu action. This action can operate in one of two modes. The legacy mode

· Generic Action - Set Interdigit Delay

197

The delay that the voicemail server allows between the dialing of digits in numbers (by default 5 seconds) can be adjusted for a call flow using a Generic action.

· Recording Auto Deletion

103

System wide automatic deletion delays can now be specified for new and old recordings. These are separate settings from those used for new and old messages. In addition the playback order for recordings (first in-first out or last in-first out) can also be specified.

· Voicemail Server Shut Down and Suspend Controls

122

The Voicemail Pro client can be used to shut down or suspend voicemail server operation. In either mode, voicemail is treated as no longer available by the IP Office. Suspend mode can be canceled using the Voicemail Pro client, after which normal voicemail server operation is resumed. Shut down mode can only be canceled by restarting the voicemail service or the server PC. The shut down and suspend processes are polite processes, allowing existing calls to be completed while stopping new calls. However if required the shut down process can be turned from a polite shut down to an immediate shut down.

Voicemail Pro Installation and Maintenance Page 13

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Voicemail Pro Installation and Maintenance Page 14

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Voicemail Pro: What is New in 6.0

Language

WAV

Folder

Fallback Selection

TTS 5.0

Brazilian Portuguese

ptb

> pt > en.

Chinese (Cantonese)

zzh

> en > enu.

Chinese (Madarin)

> en > enu.

Danish

> en.

Dutch

> en.

English UK

en.

English US

enu

> en.

Finnish

> en.

French

> frc > en.

French Canadian

frc

> fr > enu > en.

German

> en.

Greek

> en.

Hungarian

> en.

Italian

> en.

Korean:

> en.

Latin Spanish

eso

> es > enu > en.

Norwegian

> en.

Polish

> en.

Portuguese

> ptb > en.

Russian

> en.

Spanish

> eso > en.

Swedish

> en.

Locale Source

Usage

Short Code Locale

The short code locale, if set, is used if the call is routed to voicemail using the short code.

System Locale

If no user or incoming call route locale is set system locale is used unless overridden by a short code locale.

Incoming Call Route Locale

The incoming call route locale, if set, is used if caller is external.

User Locale

The user locale, if set, is used if the caller is internal.

1.2 Supported Languages

By default the prompts installed match the installer language selection plus English. If other languages are required they need to be selected by doing a custom installation. The installable Voicemail Pro prompts are listed in the table below. The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language.

When the IP Office routes a call to the voicemail server it indicates the locale for which matching prompts should be provided if available. Within the IP Office configuration, a locale is always set for the system. However differing locales can be set for each user, incoming call route and for short codes in addition to the default system locale.

The locale sent to the voicemail server by the IP Office is determined as follows:

If the prompts matching the IP Office locale are not available, the voicemail server will provide prompts from a fallback language if available. The table of languages above lists the order of fallback selection.

If required, the language provided by a voicemail call flow can be changed using a Select System Prompt

Language action.

215

TTY Teletype Prompts

TTY (Teletype (Textphone)) is included in the list of installable languages. TTY is a text-based system that is used to

provide services to users with impaired hearing. See Support for Callers with Impaired Hearing .

297

Voicemail Pro Installation and Maintenance Page 15

15-601063 Issue 22e (16 May 2010)IP Office Release 6

1.3 Number of Simultaneous Users

IP Office

Maximum for

Voicemail Pro

IP406 V2

IP412

IP500

IP500 V2

All connections between the voicemail server and the IP Office are via the LAN using data channels. The maximum number of data channels that can be used for voicemail operation at any moment are shown below.

The actual number of simultaneous users is determined by the licenses for Voicemail Pro added to the IP Office configuration. Note also that some specific functions can have voicemail channels reserved for their use or may have channel restrictions.

Voicemail Pro Installation and Maintenance Page 16

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Chapter 2.

Installing Voicemail Pro

Voicemail Pro Installation and Maintenance Page 17

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2. Installing Voicemail Pro

Voicemail Pro 6.0 can be installed with the following IP Office systems running IP Office Release 6 software:

· IP406 V2.

· IP412.

· IP Office 500.

· IP Office 500 V2.

2.1 General Installation Requirements

Here is a list of general requirements for all types of voicemail installation.

· A PC with IP Office Manager and Microsoft .NET Framework versions 2.0 installed on it. If .NET 2.0 is not detected, you will be prompted to install it before the Voicemail Pro installation proceeds.

· An IP Office Feature Key and if necessary (ie. for parallel and USB feature keys) a PC running the IP Office Feature Key Server application. Refer to the IP Office Installation Manual for details.

· Licenses based on the serial number of the IP Office Feature Key. This should include:

· A license for Voicemail Pro and any additional voicemail ports is required. If Voicemail Pro Server is installed

without a license it will run for 2 hours and then shut down.

· Licenses for any other Voicemail Pro components being installed, see Voicemail Pro Licenses .

· IP Office Applications DVD.

Tips

· Before you start to install Voicemail Pro it is advisable to check that the PC that you are using can connect to the IP Office unit and that you can load and save a configuration file using IP Office Manager.

· Switch off any PC and hard disk sleep, power down, suspend, hibernation modes.

· The Voicemail Pro software needs to be installed using an account with full administrator rights on the PC. The service

subsequently runs under that account. We recommend that a specific account is created for this purpose and set so that its password does not expire.

Voicemail Pro Installation and Maintenance Page 18

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: General Installation Requirements

Source

DVD

IP Office 6.0 Applications DVD (700480569)

Languages

See Supported Languages .

IP500

IP Office Standard Edition

[1]

, IP Office Professional Edition.

License

See below.

2.1.1 PC Specification

The PC specifications given below are the minimum required. To avoid having to replace the server when upgrading we recommend that at least a Pentium 4 2.8GHz or higher is used wherever possible.

This application requires various licenses entered into the IP Office configuration to control the features it offers and the number of simultaneous connections , up to 40 on IP Office 5.0+ IP500 control units. The operation of Voicemail Pro can be customized to provide special services.

The Voicemail Pro software can be installed as separate Voicemail Pro client and server parts. This allows the remote administration of the Voicemail Pro server from a PC with just the Voicemail Pro client installed. A copy of the client is automatically installed locally with the Voicemail Pro server.

For pre-IP Office 5.0 IP500 systems, an IP500 Upgrade Standard to Professional licenses is required to support

1. Voicemail Pro.

The Voicemail Pro server part of the software consists of several components in addition to the core server software, these are:

· Campaigns

The Voicemail Pro can be configured to run a campaign. This consists of a series of questions for which the Voicemail Pro records the callers answer or key presses. The resulting recordings can then be played back by users. The web aspect of campaigns allows user to perform this playback and processing of campaign recordings via their web browser. This requires an IIS web server to be run on the same PC as the Voicemail Pro software.

· Text to Speech (TTS)

Through adding additional licenses, the Voicemail Pro is able to use the TTS functions of Windows to speak text and numbers to callers in addition to recording prompts. This is intended mainly for scenarios where the Voicemail Pro is obtaining text and number values from a customer database.

· UMS Web Voicemail

UMS allows users to access their voicemail mailbox using either an IMAP compatible email program or through their web browser. UMS Web Voicemail requires the Voicemail Pro service to be installed on a server PC that has IIS already present. It also installs PHP if not detected as already present.

· Installation on Windows Server Operating Systems

On many Windows server PC's, while the Windows Audio components are present by default they are not always enabled. If this is the case the playback of voice prompts may be 'choppy' and the TTS (if installed) will not work. However, enabling Windows Audio does not require the server PC to have a sound card installed.

Ensure that you have full administrator rights for the PC. This process will also require the PC to be restated.

1. In the Windows Control Panel select Sounds and Audio Devices.

2. If Windows Audio has not been enabled, select the Enable Windows Audio check-box.

Notes:

Use of the Large Fonts setting is not supported. Use of this option may cause options on some screens to become

1. inaccessible.

A 100Mbps network card is strongly recommended.

2. Free disk space requirements are also subject to the message storage required.

Voicemail Pro Installation and Maintenance Page 19

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Basic Voicemail Pro

Minimum PC Requirements

RAM

256MB

Hard Disk Free Space

2GB*

Processor:

- Pentium

P4 1.4GHz

- Celeron

Any 1.7GHz

- AMD

Any 1.4GHz.

*Also allow 1MB per minute for message and prompt storage.

Operating System Support

Server OS:

2000 Server

2003 Server

2008 Server

Client OS:

Windows 7

XP Professional

Vista Business/Enterprise

Vista Ultimate

Minimum PC Requirements

RAM

512MB

Hard Disk Free Space

2GB*

Processor:

- Pentium

P4 2.8GHz

- Celeron

Not tested.

- AMD

Athlon XP 3000+, Athlon 64

*Also allow 1MB per minute for message and prompt storage.

Operating System Support

Server OS:

2000 Server

2003 Server

2008 Server

Client OS:

Windows 7

XP Professional

Vista Business/Enterprise

Vista Ultimate

Minimum PC Requirements: Basic Voicemail Pro

RAM

512MB

Hard Disk Free Space

20GB*

Processor:

- Pentium

P4 2.8GHz

- Celeron

Not tested.

- AMD

Athlon XP 3000+, Athlon 64

Also allow 1MB per minute for message and prompt storage.

Operating System Support

Server OS:

2000 Server

2003 Server

2008 Server

Client OS:

Windows 7

XP Professional

Vista Business/Enterprise

Vista Ultimate

Voicemail Pro plus UMS Web Voicemail and/or Campaigns

· Both Web Campaigns and UMS Web Voicemail require the IIS web server on the voicemail server PC to be enabled.

· Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default. This is rectified

by reinstalling IIS from the Windows installation disk, and selecting Legacy IIS support.

· UMS Web Voicemail will install PHP is not detected as already installed.

Voicemail Pro plus IVR and or TTS

· If the database being queried is located on the VM Pro server the query speed of the database will be affected by the amount of memory available. Please take into account the memory requirements of the database being queried.

Voicemail Pro and IP Office Customer Call Reporter

Voicemail Pro and IP Office Customer Call Reporter can be run on the same server up to a maximum of 16 Voicemail Pro ports. Supported on a Dual Core CPU of 2.4Ghz and higher. The separate requirements of Voicemail Pro and Customer Call Reporter must be met.

Voicemail Pro Installation and Maintenance Page 20

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Ports

Component

Location - %ProgramFiles%\Avaya\IP Office\

Ports

Voicemail Pro Service

Voicemail Pro\VM\vmprov5svc.exe

UDP 50791. UDP 50795. ALL 50801. ALL 8089.

VMPro Database

Voicemail Pro\VM\VMPDBSvc.exe

VPIM Client

Voicemail Pro\VPIMClient.exe

VMPro VPIM DBSVR

Voicemail Pro\VPIM\vpimdbsvr.exe

VMPro VPIM Receiver

Voicemail Pro\VPIM\VPIMReceiver.exe

VMPro VPIM Server

Voicemail Pro\VPIM\VPIMServer3.exe

Installing Voicemail Pro: General Installation Requirements

Voicemail Pro Installation and Maintenance Page 21

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.1.2 Voicemail Pro Licenses

· Mailboxes for all users and hunt groups.

· Announcements for users and hunt groups.

· Customizable call flows.

· Call recording to mailboxes.

· Campaigns.

· TTS email reading for users licensed for Mobile

User or Power User profiles.

· Use of Conference Meet Me functions on IP500 and IP500 V2 systems.

· Support for Customer Call Reporter.

· Voicemail Pro database interaction (IVR).

· Voicemail Pro call flow generic TTS (8 ports).

[1]

· Voicemail Pro Visual Basic Scripting.

· Voicemail Pro call recording to ContactStore.

[2]

The Help | About screen in the voicemail client can be used to check which IP Office the voicemail server is working and the licenses it has received from that IP Office.

The license keys are entered into the IP Office configuration using the IP Office Manager. If the Voicemail Pro server is installed without licenses, it will run for 2 hours and then shutdown.

For IP Office Release 6, support for Voicemail Pro is enable by the addition of a Preferred Edition license.

· Preferred Edition (Voicemail Pro) :

· Advanced Edition

This license enables the additional features listed below. A Preferred Edition license is a pre-requisite for this license.

166

Provides up to 8 ports of TTS for use with Speak Text actions within call flows. Not used for user TTS email

1. reading.

Note: In a Small Community Network using centralized voicemail, this license only enables ContactStore

2. support for the central IP Office. Remote IP Offices in the network require their own Advanced Edition license or a VMPro Recordings Administrator license .

· Preferred Edition Additional Voicemail Ports

The required license for Voicemail Pro server support (Preferred Edition (Voicemail Pro)) also enables 4 voicemail ports. This license can be used to add additional voicemail ports up to the maximum capacity of the IP Office system (IP406 V2 = 20, IP412 = 30, IP500 = 40, IP500 V2 =40). This license was previously called Additional Voicemail Pro (ports).

· VMPro Recordings Administrators : To support ContactStore in a Small Community Network, IP Offices other than the central IP Office require either their own Advanced Edition license or this license.

· VMPro Networked Messaging : Enables VPNM (Voicemail Pro Networked Messaging) functionality within Voicemail Pro. This allows message exchange with remote Voicemail Pro systems and Avaya Interchange systems.

· VMPro TTS (Generic) : This legacy license enables use of text to speech facilities using third party TTS software with Voicemail Pro. One license per simultaneous instance of TTS usage. For IP Office Release 6 this license is no longer used for user email reading. The IP Office Advance Edition license also enables 8 ports of generic TTS.

· VMPro TTS (ScanSoft) : This legacy licence enables use of text to speech facilities using Avaya supplied TTS software with Voicemail Pro. One license per simultaneous instance of TTS usage. For IP Office Release 6 this license is no longer used for user email reading.

Voicemail Pro Installation and Maintenance Page 22

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: General Installation Requirements

Legacy Licenses

The following legacy licenses are still supported by IP Office Release 6.

· UMS Web Services This legacy license is used to enable UMS voicemail services support for users set to the Basic User profile. Other users are enabled for UMS through their licensed user profile.

· VMPro Database Interface : This legacy license enables 3rd party database support within Voicemail Pro call flows. For IP Office Release 6 this is also enabled by the Advanced Edition license.

· VMPro VB Script : This legacy license enables Visual Basic Script support with Voicemail Pro. For IP Office Release 6 this is also enabled by the Advanced Edition license.

Voicemail Pro Installation and Maintenance Page 23

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.1.3 Network Requirements

The PC should be configured and tested for TCP/IP networking. We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN

switch. If directly connected, changing the settings of the PC network card to match the IP Office control unit can resolve some

issues. This should be done according to the PC or network card manufacturer's instructions. The options for IP Office LAN ports are:

· IP412: Use LAN1 and half duplex.

· Small Office Edition, IP406 (V2) and IP500: Full duplex.

· All IP Office LAN ports are 10Mbps/100Mbps auto sensing.

If not directly connected, using any of the above settings must be supported and matched by the intervening network equipment.

· The PC should have a fixed IP address. Although PCs in a DHCP network may retain the same IP address between reboots this is not guaranteed.

· If the IP Office is acting as a DHCP server, it defaults to using 192.168.42.2 to 192.168.42.201 for DHCP clients. This leaves 192.168.42.202 to 192.168.42.254 for devices that require fixed IP addresses.

Voicemail Pro Installation and Maintenance Page 24

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: General Installation Requirements

2.1.4 Disk Space Requirements

The following are only approximations:

· At least 2GB of free disk space is required on the operating system drive (by default c:), regardless of to which drive Voicemail Pro is actually installed.

· A compact Voicemail Pro installation requires 130MB.

· A typical installation requires approximately 255MB.

· A custom installation requires up to 2GB of disk space. However, prompts and recorded messages consume an

additional 1MB of disk space per minute.

· For a busy environment you can expect to require at least 1000 minutes of message recording space, that is 1GB.

· If you are installing the Client only, you can expect to require at least 170MB.

2.1.5 Web Server Operation

If web browser access is required, the Microsoft IIS Web Server must be installed on the server PC before Voicemail Pro is installed:

· Microsoft web server products run as services and require Voicemail Pro to also run as a service.

· Internet Information Server 5.0 or higher is required.

2.1.6 ContactStore Operation

The current IP Office Voice Recording Library (VRL) application is Avaya IP Office ContactStore. This application and its installation are documented separately, however:

· IP Office ContactStore should be installed after Voicemail Pro has been installed and its operation verified.

· IP Office ContactStore must use a separate hard disk partition for its message archiving from that used by

Voicemail Pro for current mailbox messages. Use of a separate hard disk or installation onto a separate server PC are alternatives.

· The use of ContactStore to store recordings requires additional voicemail licenses . The IP Office hosting the Voicemail Pro server must have an Advanced Edition license. If in a Small Community Network, other IP Offices in the network wanting to use ContactStore must have either Advanced Edition licenses or VMPro Recordings Administrators licenses.

· The use of RAID 1 or RAID 5 are recommended.

· The use of a DVD recorder for long-term archiving is recommended.

· A figure of 7.2MB per hour for archived recordings is given.

· The archived messages held by IP Office ContactStore are accessed via web browser using the port address 8888.

This port address is not configurable and so it is necessary to ensure that it does not conflict with any other web server service running on the same server PC.

Voicemail Pro Installation and Maintenance Page 25

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.1.7 User and Group Mailboxes

The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application. Whenever the Voicemail Pro is restarted or the IP Office configuration is changed, new mailboxes are created for any new names that are found.

This method of operation has the following consequences:

· Mailboxes are based on names

For all users and groups, if their name is changed or deleted, they are no longer associated with their former mailbox and any associated Voicemail Pro start points.

· Voicemail is case sensitive

If a mailbox or start point name is entered incorrectly in IP Office Manager or Voicemail Pro, the intended operation will not occur and the call may be disconnected.

· Voicemail removes spaces at the end of mailbox names

If spaces are left at the end of a mailbox user's name in IP Office Manager, when the mailboxes are created, the space at the end of the name is dropped. When this occurs the mailbox cannot be found as there is a mismatch between the user name and directory.

Voicemail Pro Installation and Maintenance Page 26

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: General Installation Requirements

Component

Sub Component

Installation Type

Notes

Client

Compa

Typica

Custo

Voicemail Pro

Voicemail Pro Client

Voicemail Pro Service

Languages

Installs the prompts that best match the server PC locale plus English prompts. For an installation with additional languages use the Custom installation option.

VPNM

VPNM Database Receiver

VPNM Server

VPNM Receiver

Voicemail Pro Campaign Web Component

Not available for installation on an XP Pro server.

Web Voicemail (UMS)

Only available for installation on server operating systems.

2.2 Server/Client Installation

The Voicemail Pro installation software offers a number of different types of installation. The key types are client only, compact, typical and custom. These differ in the components installed as detailed in the table below.

Before you begin:

Log on to the server PC using the account under which you intend the Voicemail Pro server or service to run. This

account must have full administrator rights to the server PC. Recommendation

Create a new user account called Voicemail and give it full administrator rights on the PC. This will help to identify the purpose of the account. Set the account password so that it does not expire.

In IP Office Manager, check that the correct licenses for Voicemail Pro have been installed and show a status of

Valid. For installations other than client only and compact, check that the necessary pre-installation processes have been

completed:

· Web Campaigns Installation

· Voicemail Email Installation

· UMS Web Voicemail

· IMAP Installation

· Web Voicemail Installation

· Exchange 2007 Installation

· Centralized Voicemail Pro

· Installing Text to Speech Features

· Voicemail Private Networked Messaging (VPNM) Installation

· Installing Voicemail Pro TTY Prompts

426

298

· Installation on Windows Server Operating Systems

Ensure that you have full administrator rights for the PC. This process will also require the PC to be restated.

In the Windows Control Panel select Sounds and Audio Devices.

If Windows Audio has not been enabled, select the Enable Windows Audio check-box.

Voicemail Pro Installation and Maintenance Page 27

15-601063 Issue 22e (16 May 2010)IP Office Release 6

To install the Voicemail Pro software components:

Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe.

The Choose Setup Language menu is displayed. This language is used for the installation process and does not

affect the language prompts that are installed. Select the language for the installation process. Click OK.

The Preparing Installation menu is displayed.

· Voicemail Pro requires Microsoft .NET 2.0 Framework. If this is not detected, you will be prompted to install it. Click Yes to install Microsoft .NET 2.0 Framework.

· If the Modify, repair or remove the program window appears you need to follow the upgrade process .

The Welcome window is displayed. Click Next.

5. The Customer Information menu is displayed.

· Use the default names or enter a user and company name. These settings do not affect the Voicemail Pro installation.

· Select the option Anyone who uses this computer (all users).

· Click Next.

The Choose Destination Location menu is displayed. Unless specifically required, for ease of maintenance use

7. the proposed folder location. Click Next.

The Messaging Components menu is displayed.

8. Select Voicemail Pro (Full) or Voicemail Pro Client - Only. Click Next. If Voicemail Pro Client - Only was

9. selected, go to step 14.

The Setup Type menu is displayed. Select Compact, Typical or Custom and click Next.

10.

· If the option selected was Custom, the Select Features menu is displayed. Select the components required for the installation and click Next.

The Service Account Name menu is displayed. This window is used to select the account under which the

11. Voicemail Pro services will be run following installation.

· Enter the user name and password of the account to use. Alternatively, click Browse and select a name from the list of available PC or network accounts.

· Click Next. The account name and password are validated. If the validation fails you whether you want to create a new account that matches the details entered.

The Select Program Folder menu is displayed. By default, the program folder for the Voicemail Pro client is set

12. to IP Office. For ease of maintenance use this option unless there is a specific reason to use a different folder. Click Next.

The Start Copying Files menu is displayed. It shows a summary of the components that are about to be

13. installed. Check that this list is as expected. If for any reason the details are not what you expect, click Back and make the necessary changes. When you are satisfied that the details are correct, click Next to start copying the files.

The Setup Status menu is displayed. This shows you the progress of the file installation. For a client only

14. installation, the software installation process is now completed.

The InstallShield Wizard Complete menu is displayed.

15.

Depending on the operating system and the components installed you may be prompted to restart the computer.

16. If so select Yes, I want to restart my computer now.

Click Finish.

17.

If necessary, the computer will restart and you will need to log in to continue the installation process. If otherwise,

18. the installation process continues without restarting.

The installation process continues by requesting a number of configuration settings used by the voicemail server

19. services,

The IP Office Voicemail Pro Email Settings window is displayed. This is used to enter the account that the

1. voicemail pro server should use for email functions. Enter the name of the email account to use or click Browse and select an account to use. Click Next.

The IP Office Voicemail Pro SMTP Email Settings window opens.

2. In the Mail Server box, type the name of the SMTP mail server or use the name that is proposed. This should

3. be the fully qualified domain name.

In the Port Number box, type the number of the receiving port on the SMTP mail server. The default is 25.

Voicemail Pro Installation and Maintenance Page 28

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Server/Client Installation

To enforce server authentication, check the Server Requires Authentication box. This is optional. If you

5. check it you also need to provide the Account Name and Password that need to be entered. You can also choose whether or not to set the Use Challenge Response Authentication option.

Click Finish. An attempt is made to validate the email settings. An error message is displayed when the

6. attempt to connect with an SMTP server fails. Click OK to acknowledge the message.

You have now finished installing the Voicemail Pro server and client software.

20. If doing a custom installation to install a specific Voicemail Pro feature, refer to the appropriate section for details

21.

of any actions that need to be performed after the installation of the Voicemail Pro server software.

· Web Campaigns Installation

· Voicemail Email Installation

· UMS Web Voicemail

· IMAP Installation

· Web Voicemail Installation

· Exchange 2007 Installation

· Centralized Voicemail Pro

· Installing Text to Speech Features

· Voicemail Private Networked Messaging (VPNM) Installation

· Installing Voicemail Pro TTY Prompts

426

298

To Initialize the Voicemail Pro Call Flow:

Select Start | Programs | IP Office | Voicemail Pro. The Voicemail Pro Client starts and the main window

opens.

Click the Save and Make Live icon.

Select Yes. The file root.vmp is created and made available to the Voicemail Pro server. This is the compiled non-

editable version of the editable call flow. Voicemail operation can now be tested from an extension by dialing *17.

Voicemail Pro Installation and Maintenance Page 29

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.2.1 Modifying the Installed Components

Start the Windows Control Panel.

Select Add and Remove Programs.

Select IP Office Voicemail Pro from the list of installed applications.

Click on Change.

Select Modify and click Next.

The Select Features menu is displayed. The existing installed components are indicated by a tick mark.

Select the additional components required for the installation.

Not that de-selecting a component will cause it to be uninstalled.

Click Next.

9. The process continues are a normal installation .

10.

Voicemail Pro Installation and Maintenance Page 30

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Server/Client Installation

2.2.2 Web Campaigns Installation

The web campaigns component of Voicemail Pro requires IIS to be installed and running on the server PC.

Check that IIS is installed and running on the server PC.

· Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default. This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support during the installation.

Check that the server PC can be browsed from other PC's on the customer network.

2. If the Voicemail Pro server software has not yet been installed:

· Run the Voicemail Pro software installation and select Voicemail Pro (Full).

· Select either Typical or Custom. If Custom is selected, ensure that Voicemail Pro Campaigns Web is

selected in the list of components.

If the Voicemail Pro server software is already installed:

· Modify the installed components and ensure that Voicemail Pro Campaigns Web is selected in the list of components.

Windows 2003 Server

The following configuration changes are required for IIS version 6 after installation of the Voicemail Pro web campaigns component.

Open the Windows Control Panel.

1. Select Administrative Tools | Computer Management.

2. Go to Services and Applications | IIS Manager | Web Sites | Default Web Site.

3. Under Web Sites, right-click Default Web Site and select Properties.

· Select the Home Directory tab.

· Under Application Settings section, set the Execute Permissions to Scripts and Executables.

· Click OK twice.

Under Web Sites, go to Web Service Extensions.

Right-click and select Add a new web service extension....

· Set the following values:

· Extension Name: campaigns.

· Required files: Click Add. Select the file type as CGI exe files and browse to the campaign.exe file

location specified during installation. This is usually c:\InetPub\wwwroot\scripts\campaign.exe or c: \InetPub\scripts\campaign.exe.

· Set extension status to Allowed.

· Press OK.

Voicemail Pro Installation and Maintenance Page 31

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.2.3 The Voicemail Pro Services

If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically. However it is useful know how to check the services and to manually restart them if necessary.

To check/restart the Voicemail Pro Service:

Open the Windows Control Panel.

1. Select Administrative Tools > Services.

The Voicemail Pro Service should be visible. Its Status should be Started and the Startup Type should be set

3. to Automatic. Other services may be present depending on the Voicemail Pro options installed. The possible services are:

· Voicemail Pro Service

This is the main Voicemail Pro service. Normally this is the only service that needs to be stopped and restarted. It will stop and restart the other services that it uses.

· VPNM Database Server, VPIM Receiver and VPNM Server These services are used by the VPNM components of Voicemail Pro if installed and licensed.

Close Services.

Setting the Voicemail Services or PC to Restart Automatically

The following action is optional. If there is some fault causing the Voicemail Pro service to halt, that fault should be investigated and fixed, however having the service or PC automatically restarted if possible will minimize the disruption to the Voicemail Pro users.

Use the Windows control panel to select the Voicemail Pro Service.

1. Right-click on the service and select Properties.

2. Select the Recovery tab.

3. Use the options presented to either restart the service and or restart the PC should the operating system detect

4. that the Voicemail Pro service has halted.

Voicemail Pro Installation and Maintenance Page 32

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Server/Client Installation

Using a Batch File to Start Services

In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order. In this circumstance, it can be advisable to create a batch file which will delay the start of these services until the PC is fully running.

Avaya IP Office Services can be started successfully at system start-up using a scheduled task that initiates the batch file below. This batch file ensures that the services will start successfully and in the proper order.

Set all Avaya services listed below to Manual start. Do not include Key Server.

1. Create the batch file below and save it to %SYSTEMROOT%. Only include lines for the services which are installed.

@echo off rem Wait 60 seconds before execute. timeout /t 60 net start Voicemail Pro Service

Create a scheduled task to start the batch file at system start-up.

Voicemail Pro Installation and Maintenance Page 33

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.3 Upgrading Voicemail Pro

This section describes how to upgrade Voicemail Pro. The options available are:

· Upgrading from Voicemail Lite

· Upgrading from below Voicemail Pro 3.2

· Upgrade from 3.2 or higher

2.3.1 Upgrade from below version 3.2

It is important that the settings of an existing Voicemail Pro are exported before any upgrade. Although folders that contain prompts and messages are not affected by the upgrade process, the editable version of a customer call flow is lost.

To upgrade from below version 3.2 to version 4.x+:

Export the Database

Before removing Voicemail Pro as part of an upgrade, you must create a backup copy of the call flow database. This will contain any customizations made to the default call flow.

Start the Voicemail Pro Client.

1. From the File menu, select the option Import or Export.

2. Select the option Export call flows and click Next.

3. Enter a file path and file name ending in .mdb, for example C:\temp\backup.mdb. Click Next.

4. Click Finish to start the export then click Close to complete the export procedure.

5. Close the Voicemail Pro Client.

Back up the Registry

Any registry settings that are associated with Voicemail Pro need to be backed up.

Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe.

1. The Choose Setup Language window opens.

Right-click the DVD drive and select Open.

2. Locate the file backupreg.bat and double-click it to run the application.

3. Check that the registry settings have been backed up. The batch file should have created 3 backup files in the

4. Windows Temp directory. Make sure that the following 3 files exist in that location:

· VMPro.arf

· NetAly.arf

· IMSGateway.arf

Remove Voicemail Pro

Any previous versions of Voicemail Pro must be removed before you start to install the new version.

Open the Windows Control Panel.

1. Select Add/Remove Programs.

2. Select IP Office Voicemail Pro and click Add/Remove.

3. From the options offered, select Remove and click Next.

4. Follow the prompts that you see on the screen during the removal process.

5. When the process has been completed, select the option Yes, I want to restart my computer now and click

Finish.

Restore the Registry

The Voicemail Pro registry settings that were backed up in step 2 needs to be restored.

Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe.

1. The Choose Setup Language window opens.

Locate the file restorereg.bat and double-click it to run the application. This restores the registry settings previously

2. associated with Voicemail Pro.

Install the New Software

See Installing Voicemail Pro and then refer to the sections that relate to the type of Voicemail Pro that you intend to install.

Voicemail Pro Installation and Maintenance Page 34

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Upgrading Voicemail Pro

Restore the Database

The copy of the call flow database that contained any customizations made to the default call flow needs to be restored.

Start Voicemail Pro.

1. From the File menu, select Import or Export. The Import or Export Call Flows window opens.

2. Select Import Call Flows.

3. Click Next.

4. Click the Browse button and locate the file that contains the backed up call flows.

5. Select the file and click Open.

6. In the Import or Export Call Flows window, click Next.

7. Click Finish to start importing the database.

8. Click Close to complete the import process.

Click on Save and Make Live to save the Call flows.

10.

The new version of Voicemail Pro has been installed. Test that the system is running by dialing *17 from any extension. You should hear the mailbox announcement.

2.3.2 Upgrade from Version 3.2+

You can directly upgrade versions of Voicemail Pro from Voicemail Pro 3.2 upwards. However we still recommend that you follow the procedure for backing up the database before upgrading.

To upgrade from version 3.2 or higher:

Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe.

1. The Choose Setup Language window opens.

Select the installation language. The language selected is used for the installation.

2. Click OK. You are asked 'This setup will perform an upgrade of IP Office Voicemail Pro. Do you want to continue?'

3. Click Yes. The Upgrading the IP Office Voicemail Pro window opens.

4. Click Next to start the upgrade. The setup status window opens. The progress of the upgrade is indicated by a time

5. bar.

Click Finish. The Email settings window opens.

6. Enter your email account details and click Next. The SMTP Email settings window opens.

7. Enter your SMTP Email details and click Finish. The SMTP settings entered will be validated. If an error occurs, the

8. validating configuration window opens containing the SMTP Error

Click Yes when asked if you want to start the Voicemail Pro service.

The new version of Voicemail Pro has been installed. Test that the system is running by dialing *17 from any

10. extension. You should hear the mailbox announcement.

Voicemail Pro Installation and Maintenance Page 35

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.3.3 Upgrade to Voicemail Pro

You can upgrade from Voicemail Lite to Voicemail Pro. The process described here assumes that Voicemail Pro is being installed onto the same PC that previously hosted Voicemail Lite. The steps described here will remove Voicemail Lite but will not remove the existing mailbox messages and greetings.

To upgrade from Voicemail Lite to Voicemail Pro:

Remove Voicemail Lite

Make sure that Voicemail Lite is not running. It might be necessary to close the Voicemail Lite server program.

1. Open the Windows Control Panel and select Add/Remove Programs.

2. Select IP Office Admin Suite and click Change. The Welcome to the Installshield Wizard for IP Office Admin Suite

3. window opens.

Click Next. The Program Maintenance window opens.

4. Select Modify and click Next.

5. In the list of selected Features, click the option Voicemail Lite and select This feature will not be available. The

6. feature Voicemail Lite will have a red cross by the name. .

· Important - Do not uncheck any other boxes as this will also remove those features. Click Next. The Ready to Modify the Program window opens.

7. Click Install. The Voicemail Lite program will be removed, which may take several minutes.

8. Click Finish to exit the InstallShield Wizard.

Click Close to close the Add/Remove Programs window.

10.

Remove any shortcuts to VMLite.exe from Start > Programs > Startup.

11.

Install the New Software

The next step is to install the Voicemail Pro software. See Installing Voicemail Pro and then refer to the sections that relate to the type of Voicemail Pro that you intend to install.

Move the Voicemail Lite Folders

This must be done before users start to use Voicemail Pro. As part of the upgrade procedure you need to move the Voicemail Lite folders that contain any existing voicemail messages and mailbox greetings. This stage copies the existing Voicemail Lite messages and greetings over the newly installed Voicemail Pro set.

Using Windows Explorer or My Computer, locate the folder C:\Program Files\Avaya\IP Office\Voicemail Server.

Copy all sub-folders and files in that folder.

Paste the sub-folders and files in the folder C:\Program Files\Avaya\IP Office\Voicemail Pro\VM. Replace any

existing folders.

Select the Mailbox Mode.

Voicemail Lite runs in IP Office mailbox mode. By default Voicemail Pro installs in Intuity mailbox mode. If required by your users, you can set Voicemail Pro back to IP Office mailbox mode.

Start the Voicemail Pro Client.

Click the Preferences icon and select General.

2. On the General tab, change the Default Telephony Interface from Intuity to IP Office.

3. Click OK.

Click Save & Make Live.

The new version of Voicemail Pro has been installed. Test that the system is running by dialing *17 from any extension. You should hear the mailbox announcement.

Voicemail Pro Installation and Maintenance Page 36

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Upgrading Voicemail Pro

Feature

Web

Voicemail

IMAP Client

Exchange

2007

Playback via PC.

Playback via User Extension.

[1]

Save message Wav to PC.

Forward messages to other voicemail mailbox.

Forward messages to other email mailbox.

Undelete manually deleted messages.

Mark message as unread.

Change voicemail password.

Show Message Types

Web

Voicemail

IMAP Client

Exchange

2007

- New (Unread).

- Old (read).

- Saved.

- Priority.

- Private.

- Deleted.

2.4 UMS Web Services

Voicemail Pro 4.2+ adds support for user mailboxes to be accessed using the additional methods listed below. For Voicemail Pro 5.0+ this has been expanded to include hunt group mailboxes.

· IMAP Email Client Support

This method allows mailbox access using any email client that supports IMAP, for example Outlook and Lotus Notes. The Voicemail Pro server PC acts as the IMAP server.

· Web Voicemail Access

This method alls mailbox access using a web browser. Messages can be played back to an IP Office phone extension or through the PC if the browser is audio enabled. Web voicemail requires the voicemail server to also run IIS and PHP.

· UMS Exchange 2007 (Voicemail Pro 5.0+)

A user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account. Telephone, including Visual Voice, mailbox access is redirected to that email inbox as the store for voicemail messages. Alternatively the user can access their voicemail messages using Outlook 2007 or any other mechanisms supported by Exchange 2007. Voicemail messages in an Exchange 2007 inbox are not visible to UMS IMAP and UMS Web Voicemail, however Exchange 2007 provides its own methods for IMAP and web browsing of Exchange mailboxes.

Use of these options requires the user to be licensed, either using an appropriate IP Office user profile license or the legacy UMS Web Services license.

Exchange 2007 Unified Messaging supports the playback of messages through a range of options controlled and

Voicemail Pro Installation and Maintenance Page 37

configured on the exchange server.

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.4.1 IMAP Installation

Voicemail Pro 4.2+ support mailbox synchronization with email clients that can support IMAP (Internet Message Access Protocol) accounts. Examples are Outlook, Outlook Express and Lotus Notes.

Once configured, the IMAP folder and the mailbox are synchronized whenever the IMAP folder is opened. The method of indication of the different message types will depend on the email client being used and is not controlled by the Voicemail Pro.

The number of mailboxes that can be configured for IMAP and/or web access is controlled by licenses.

Voicemail Pro Installation and Maintenance Page 38

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: UMS Web Services

Installing the Voicemail Pro IMAP Server

The IMAP server is installed as a standard part of the Voicemail Pro service installation. It uses the IP address of the Voicemail Pro server PC and runs on the standard IMAP port 143.

The only special consideration is to avoid having any other IMAP server running on the same PC.

Licensing IP Office for Web Services

UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration:

· User Licensing

User licensing is done as follows.

· Users whose Profile is set to Teleworker User or Power User can be enabled to UMS if required. This requires Teleworker Profile or Power User Profile licenses.

· User's whose Profile is set to Basic User can be licensed using legacy UMS Web Services licenses.

· Hunt Group Licensing

Hunt groups are licensed by UMS Web Services licenses.

Start IP Office Manager.

1. Receive the configuration from the IP Office associated with the Voicemail Pro server.

In the Licenses section, add the required licenses.

3. Merge the configuration back to the IP Office and then receive the configuration again.

In the Licenses section check that the License Status of the licenses is now shown as Valid.

5. Start the Voicemail Pro client

6. Select Help | About.

7. The screen should list the Web Services as Started and should show the number of UMS licenses.

Configure Users for UMS

Start IP Office Manager.

1. Receive the configuration from the IP Office system hosting the user.

Select User and then select the required user.

3. Set their Profile to either Teleworker or Power User.

4. Select the Voicemail tab. Enable UMS Web Services. Click OK.

5. Merge the configuration back to the IP Office.

Configuring Hunt Groups for UMS

Access to hunt group mailboxes using UMS is supported for Voicemail Pro 5.0+.

Start IP Office Manager.

1. Receive the configuration from the IP Office system hosting the hunt group.

2. Select the hunt group.

3. Click on the Voicemail tab.

4. Enable UMS Web Services. Click OK.

5. Merge the configuration back to the IP Office.

Voicemail Pro Installation and Maintenance Page 39

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Configuring a User Email account

IMAP Account Setting

IP Office Value

Incoming Server

Voicemail Pro server IP address or domain name address.

Account Name

User name or extension number.

Password

User voicemail code.

The exact method of configuration of an IMAP account depends on the IMAP client being used by the user. For example it may be necessary to enable some field with dummy data in order for the email client to accept the account even though those settings are not used by the Voicemail Pro IMAP server.

The general details that are required are:

Example: Outlook

Select Tools and then Options.

1. Select Mail Setup and then click E-mail Accounts.

2. Select Add a new e-mail account.

3. Select IMAP as the server type.

4. In Server Information for Incoming mail server and Outgoing mail server enter the IP address or domain

5. name address of the Voicemail Pro server PC.

In Logon Information enter the user's extension number and voicemail code as the User Name and Password.

6. Click Next.

Example: Outlook Express

Select Tools and then Accounts.

1. Select Add and then Mail.

2. Enter a descriptive name such as Voicemail and click Next.

3. Enter an email address. This is not used but a value must be entered to move to the next screen. Click Next.

4. Set My incoming mail server is a to IMAP.

5. In the Incoming server field enter the IP address or domain name address of the Voicemail Pro server PC.

6. Enter a value in the Outgoing mail server field. This is not used but a value must be entered to move to the next

7. screen. Click Next.

For Account Name enter the user's extension number or name in the IP Office configuration.

8. For Password enter the user's Voicemail Code.

Click Next and then Finish.

10.

Voicemail Pro Installation and Maintenance Page 40

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: UMS Web Services

2.4.2 Web Voicemail Installation

Voicemail Pro 4.2+ support web access to user mailboxes. Users are then able to play their messages, mark them as saved or deleted, or forward messages to another mailbox. Playback is through an IP Office extension or through the audio facilities of the PC.

Web Voicemail Installation Requirements

The Web Voicemail component is selectable as part of a custom Voicemail Pro installation. Note the pre-requisites below before doing the Web Voicemail installation.

· o IIS Web Server

Must be installed on the voicemail server PC before the Voicemail Pro Web Voicemail component is installed.

· o PHP Web Voicemail uses PHP. If an existing PHP is not detected, the Voicemail Pro installation will install its own PHP.

· o Licenses The use of Web Voicemail and the number of users who can be configured to access it are controlled by the UMS Web Services license entered in the IP Office configuration.

UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration:

· User Licensing User licensing is done as follows.

· Users whose Profile is set to Teleworker User or Power User can be enabled to UMS if required. This requires Teleworker Profile or Power User Profile licenses.

· User's whose Profile is set to Basic User can be licensed using legacy UMS Web Services licenses.

· Hunt Group Licensing

Hunt groups are licensed by UMS Web Services licenses.

· o Computer Name\URL The computer name is used as part of its URL on the network. Ensure that the name is set to something that appropriately indicates its purpose and that can be used as part of the URL for the web server within the customer's domain.

· o Remove IMS Voicemail Pro UMS is not supported on systems that are using Voicemail Pro IMS. IMS must be removed before UMS can be selected for installation.

Voicemail Pro Installation and Maintenance Page 41

15-601063 Issue 22e (16 May 2010)IP Office Release 6

User and Browser Requirements

For users to access Web Voicemail they require a web browser that meets the following requirements:

· o Javascript Enabled Web Browser Web Voicemail is tested against the following browsers. Other browser may work so long as they support JavaScript and CSS.

· Internet Explorer V6 SP1 or higher.

· Internet Explorer V7 or higher.

· Mozilla Firefox V2.0.0.2 or higher.

· Opera V9.10 or higher.

· PC Playback

Browser access allows the selection of message playback either via an IP Office extension or through the web browser. Avaya test browser playback using the following Windows media players:

· Windows Media Player 10.

· Windows Media Player 11.

· Quick Time 7.4.

· VLC 0.8.

· o User Name and Password

Once enabled for UMS Web Services in the IP Office configuration, to log on using Web Voicemail, the user will need to know their Name and Voicemail Code as set in the IP Office configuration. Note that this is the Name and not the Full Name.

Voicemail Pro Software Installation with Web Voicemail Component

The Web Voicemail component is installed as part of a Custom Voicemail Pro installation. From the list of

Verify that IIS is installed and running on the voicemail server PC. Check that it can be browsed from user PC's.

· While the server can be browsed by IP address, the URL used by users will be based on the server's computer name within the customer domain. Check that web server can be browsed from user PC's using the server's computer name as part of the URL. If necessary change that name to accurately indicate its function.

Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe.

2. The Choose Setup Language window opens.

When asked for the type of Voicemail Pro install to perform, select Voicemail Pro (Full).

3. On the next screen select Custom.

4. In the list of components scroll down and select Web Voicemail. Do not change any of the other selections unless

5. you understand the requirements for those components.

Follow the remainder of the installation process and allow the voicemail server to reboot when required.

Licensing IP Office for Web Services

UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration:

· User Licensing

User licensing is done as follows.

· Users whose Profile is set to Teleworker User or Power User can be enabled to UMS if required. This requires Teleworker Profile or Power User Profile licenses.

· User's whose Profile is set to Basic User can be licensed using legacy UMS Web Services licenses.

· Hunt Group Licensing

Hunt groups are licensed by UMS Web Services licenses.

Start IP Office Manager.

1. Receive the configuration from the IP Office associated with the Voicemail Pro server.

In the Licenses section, add the required licenses.

3. Merge the configuration back to the IP Office and then receive the configuration again.

Voicemail Pro Installation and Maintenance Page 42

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: UMS Web Services

In the Licenses section check that the License Status of the licenses is now shown as Valid.

5. Start the Voicemail Pro client

6. Select Help | About.

7. The screen should list the Web Services as Started and should show the number of UMS licenses.

Configure Users for UMS

Start IP Office Manager.

1. Receive the configuration from the IP Office system hosting the user.

Select User and then select the required user.

3. Set their Profile to either Teleworker or Power User.

4. Select the Voicemail tab. Enable UMS Web Services. Click OK.

5. Merge the configuration back to the IP Office.

Configuring Hunt Groups for UMS

Access to hunt group mailboxes using UMS is supported for Voicemail Pro 5.0+.

Start IP Office Manager.

1. Receive the configuration from the IP Office system hosting the hunt group.

2. Select the hunt group.

3. Click on the Voicemail tab.

4. Enable UMS Web Services. Click OK.

5. Merge the configuration back to the IP Office.

UMS Web Voicemail and ContactStore

It is possible to run ContactStore and UMS Web Voicemail on the same server PC. However some additional steps are required following installation in order to allow browser access to both applications.

Install UMS web voicemail.

1. Install ContactStore.

2. Reboot the server.

3. Within services, stop the ContactStore service.

4. Using a web browser access a voicemail mailbox using UMS web voicemail.

5. Restart the ContactStore service.

6. Both application should now be accessible via web browser.

Voicemail Pro Installation and Maintenance Page 43

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Playback Control

UMS message playback through the web browser is tested and supported with the Windows Media Player. It may work with other audio playback controls but will not have been tested.

The following methods can be used to check that the audio playback is associated with the Windows Media Player.

Firefox

1. In the search box enter x-mplayer2.

Check that the Action is set to Use Windows Media Player or Use Windows Media Player plug-in Dynamic

3. Link Library.

Opera

Select Tools | Preferences.

Voicemail Pro Installation and Maintenance Page 44

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Select Downloads and use the search box to find x-mplayer2.

Installing Voicemail Pro: UMS Web Services

Check that the setting is set to Use plug-in and Windows Media Player Plug-In Dynamic Link Library.

Internet Explorer

Internet Explorer uses the application associated with the wav file type for Windows.

1. Select My Computer.

2. Select Tools | Folder Options.

3. Select File Types.

Voicemail Pro Installation and Maintenance Page 45

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Locate and select the WAV extension type.

Check that the details show Windows Media Player as the selected application for this file type.

Voicemail Pro Installation and Maintenance Page 46

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: UMS Web Services

2.4.3 Exchange 2007 Installation

A UMS user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account. They can then access their voicemail messages using Outlook 2007 and playback those messages on their PC. Alternatively any other mechanisms supported by Exchange 2007 Unified Messaging can be used. Access to the messages from an IP Office telephone is still supported, including Visual Voice.

Voicemail messages in an Exchange 2007 inbox are not visible to UMS IMAP and UMS Web Voicemail, however Exchange 2007 provides its own methods for IMAP and web browsing of Exchange mailboxes.

· Note

When using an Exchange 2007 server as the message store for a user's voicemail messages, the voicemail server will deliver messages to the Exchange server on completion of the recording. However, the presentation to Outlook and back to the voicemail server for message waiting indication (MWI) and access via telephone is delayed by Exchange server processing. The delay is typically 1 or 2 minutes. The same delay also applies to changes in the message status that affect message waiting indication.

The following are the pre-requisites for UMS Exchange 2007:

· Exchange 2007 Server

· The Exchange 2007 server must be configured with the Unified Messaging Server Role selected.

· A Dial Plan must be created on the Exchange 2007 server. This can be a blank dial plan but it must exist.

· Within the Exchange 2007 server settings for each mailbox, select Enable Unified Messaging.

· Voicemail Pro

· The Voicemail Pro server must be configured for MAPI based voicemail email .

· The supported MAPI applications are Exchange 2007 and Outlook 2007.

· IP Office

· The user or hunt group must be licensed and enabled for UMS Web Services.

· The user or hunt group's Voicemail Email mode must be set to Forward.

Voicemail Pro Installation and Maintenance Page 47

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Exchange Server 2007 Unified Messaging Configuration

This is a simple overview of the minimum steps required. For full details refer to the Microsoft documentation. In order to support UMS Exchange Server 2007 operation, the Exchange Sever must be configured to include the Unified

Messaging Server Role.

From the Windows Control Panel, select Program and Features.

1. Select Microsoft Exchange Server 2007 and click Change.

The wizard for changing Exchange Server setup is started. Click Next.

In the Server Role Selection list check that Unified Messaging Server Role is one of the selected roles. Click

4. Next through the wizard and then Finish.

Voicemail Pro Installation and Maintenance Page 48

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: UMS Web Services

Having enabled the Unified Messaging role on the Exchange Server, the role can be configured and enabled for the mailboxes.

Select Start | Programs | Microsoft Exchange Server 2007 | Exchange Server Management Console.

1. Expand the Server Configuration list. The Unified Messaging role should appear in the list.

You need to create a Unified Messaging dial plan.

Expand the Organization Configuration and select Unified Messaging.

Select the UM Dial Plans tab and in the Actions list select New UM Dial Plan....

The New UM Dial Plan wizard will be started.

Create a plan similar to the one shown above. The digits length is not important but must be matched later in

the process. The simplest option is to set it to match your IP Office extension number length. Click New and then Finish.

You now need to select which mailboxes the Unified Server role is available.

Voicemail Pro Installation and Maintenance Page 49

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Expand the Recipient Configuration section and select Mailbox.

Right click on the configuration settings used for general mailbox users and select Enable Unified

Messaging....

The wizard for the mailbox Unified Messaging settings is started.

For the Unified Messaging Mailbox Policy click on Browse... and select the previously created dial plan.

Voicemail Pro Installation and Maintenance Page 50

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: UMS Web Services

Select Automatically generate PIN to access Outlook Voice Access. Click Next.

Select Manually entered mailbox extension. Enter a number that matches the digit length that was

specified in the UM Dial Plan previously created. The actual number entered does not need to match an IP Office extension, only the length is important. Select Next.

Select Enable and then Finish.

Voicemail Pro Installation and Maintenance Page 51

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.5 Centralized Voicemail Pro

· Centralized Voicemail Centralized Voicemail Pro uses a single Voicemail Pro server to provide voicemail services for all IP Offices in the Small Community Network. Except for use of ContactStore, only the central IP Office hosting the voicemail server requires licensing for Voicemail Pro operation and features.

· Licenses: The central IP Office is licensed as normal for Voicemail Pro operation and the voicemail features required. The other IP Offices only require licenses for UMS and or for ContactStore if required.

· Centralized Voicemail with Fallback IP Office Control of the voicemail server can be assumed by another IP Office if the central IP Office becomes unavailable.

· IP Office Release 5.0+ with Voicemail Pro 5.0+.

· Licenses: The fallback IP Office that assumes control of

the voicemail server requires licenses for Voicemail Pro operation and the features required during fallback.

· Centralized Voicemail with a Backup Voicemail Server

The central IP Office hosting the voicemail server can be configured with the IP address of a backup voicemail server. During normal operation, call flows and other settings on the backup server are kept synchronized with those of the primary voicemail server. If the primary voicemail server becomes unavailable to the network, voicemail services are provided by the backup voicemail server.

· IP Office Release 6.0+ with Voicemail Pro 6.0+. IIS SMTP is used to exchange information between the servers.

· Licenses: The existing licenses are used.

· Centralized Voicemail with Distributed Voicemail

Servers

Other IP Offices in the Small Community Network can host their own Voicemail Pro server. That server is then used for the IP Office's voicemail functions except message storage.

· IP Office Release 6.0+ with Voicemail Pro 6.0+. IIS SMTP is used to exchange information between the servers.

· The distributed voicemail server provides all voicemail services except voicemail collection for its associated IP Office.

· Licenses: Each IP Office using a distributed voicemail server must have licenses for Voicemail Pro operation and the voicemail features required.

A Small Community Network (SCN) consists of several IP Office telephone systems. These are connected using H323 Lines where the Supplementary Services settings of the lines has been set to IP Office SCN. For details refer to the IP Office Manager documentation.

Within a Small Community Network, the following options for providing voicemail are supported:

In all the cases above, the central voicemail server remains the store for messages and recordings (except for Exchange UMS users). The central voicemail server does message waiting indication and is the voicemail server used for message collection. Only when the central server is temporarily unavailable will the backup or any distributed server do message storage and collection. In those scenarios, when the central server is restored, messages collected by the backup or distributed servers are forwarded to the central server.

Combinations of the solutions above can be deployed. For example using a backup server and fallback IP Office

control.

Voicemail Pro Installation and Maintenance Page 52

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Centralized Voicemail Pro

IP Office Settings

Central IP Office

Other IP Offices

Voicemail Type

Voicemail Pro

Centralized Voicemail

Voicemail IP Address

Set to the voicemail server PC's IP address.

Not used.

Voicemail Destination

Not used.

Set to the Outgoing Group ID of the H323 Line to the central IP Office.

Licenses

This system needs licenses for all the Voicemail Pro features required.

The other IP Offices only require licenses for UMS and or for ContactStore if required.

2.5.1 Centralized Voicemail

Within a Small Community Network, a single Voicemail Pro server can be used to provide voicemail features for all the IP Offices in the SCN.

One IP Office is configured for operation with the Voicemail Pro server as normal, including the license for voicemail operation and the features required. This IP Office is then regarded as the central IP Office for voicemail.

Within the other IP Office systems, the voicemail settings are configured to indicate that they get their voicemail services from the central IP Office. These IP Offices do not need licenses for voicemail (except for ContactStore and or UMS if required).

Summary of IP Office Settings

Once the IP Office SCN has been setup, the following settings are used in the IP Office systems to provide voicemail operation for all the IP Offices.

When accessing a voicemail server that is acting as centralized voicemail server, the Voicemail Pro will display Centralized Voicemail in the title bar.

Voicemail Pro Installation and Maintenance Page 53

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.5.2 Fallback IP Office Control

Normal Operation During normal operation, voicemail services for the Small Community Network are provided by the central IP Office communicating with the voicemail server.

Fallback Control Operation If the central IP Office becomes unavailable to the network, control of voicemail services for the Small Community Network is assumed by the fallback IP Office.

IP Office Release 5.0+ supports a number of fallback features for Small Community Networks. In conjunction with Voicemail Pro 5.0+, fallback can include one of the IP Offices assuming control of the voicemail server should the central IP Office become unavailable on the network.

· WARNING During the transition of voicemail control, access to voicemail may be unavailable for several minutes. Existing voicemail calls are disconnected and new calls are routed as if voicemail is unavailable. The same applies when the central IP Office is restored.

Setup and Requirements for Voicemail Fallback

· Within the configuration of the central IP Office hosting the voicemail server, on the H323 Line to the fallback IP Office;

· The Supplementary Services setting should be changed from IP Office - SCN to IP Office -SCN Fallback.

· The option Backs up my Voicemail should then be selected from the SCN Backup Options.

· The fallback IP Office is configured for centralized voicemail as normal. However its configuration must also include

licenses for the Voicemail Pro support and the voicemail features required during fallback.

Voicemail Pro Installation and Maintenance Page 54

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Centralized Voicemail Pro

Centralized voicemail with a backup server during normal operation.

During Normal Operation:

· Voicemail services and message storage for the IP Offices is provided by the primary voicemail server.

· Call flows and other settings configured on the backup voicemail server are synchronized with those of the central voicemail server.

· Messages are synchronized but the central voicemail server remains the message store accessed for message collection.

· The synchronization is done using IIS SMTP email between the servers.

Centralized voicemail with a backup server during backup operation.

During Backup Operation: If the central voicemail server become unavailable to the network:

· The backup voicemail server provides voicemail services for the IP Offices.

· New messages are left on the backup server.

After Backup Operation

· When the central voicemail server is restored, it does not automatically resume control. However messages and changes that occurred while it was unavailable are synchronized from the backup server.

· If the backup server fails, the central sever resumes control as the active server.

2.5.3 Backup Voicemail Server Operation

For IP Office Release 6.0, the central IP Office hosting the Voicemail Pro server can be configured with the IP address of a backup voicemail server. If the central voicemail server becomes unavailable to the network, the backup server will be used to provide voicemail services. This option requires the voicemail servers to be running Voicemail Pro 6.0 or higher.

Configuring Backup Server Operation

The Voicemail Pro server software is installed as normal on the backup server PC. The voicemail server is not

1. specifically configured as being a backup server.

The central IP Office hosting the primary voicemail server is configured with the IP addresses of both the primary

2. voicemail server and the backup voicemail server.

The other IP Offices are configured for centralized or distributed voicemail as normal.

Voicemail Pro Installation and Maintenance Page 55

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.5.4 Distributed Voicemail Servers

Centralized Voicemail with Additional Distributed Voicemail Servers

In this scenario, an additional voicemail sever has been added to the Small Community Network. One of the IP Office is configured to use that server for its voicemail services.

· Other IP Offices continue to use centralized voicemail as normal.

· An IP Office that is using a distributed voicemail server cannot also be used as the fallback IP Office for the central voicemail server.

· The synchronization is done using IIS SMTP email between the servers.

Multiple Distributed Servers

Additional distributed voicemail servers can be added as required by the individual IP Office sites in the Small Community Network.

Sharing Distributed Voicemail Servers

The same distributed voicemail server can be shared by several IP Offices. The services it provided to each will depend on the licenses that each has.

For IP Office Release 6.0, remote IP Offices in the Small Community Network can be associated with another voicemail server in addition to the centralized voicemail server. The additional distributed server then provides all voicemail services (except message storage and collection) for that IP Office. This requires the remote IP Office to have licenses for voicemail operation and the features it requires.

While the distributed server does message recording, it forwards all messages to the central voicemail server. The messages are transferred between systems using an IIS SMTP email services. For mailbox users, message waiting indication and message collection is still done using the central voicemail server.

Voicemail Pro Installation and Maintenance Page 56

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Centralized Voicemail Pro

IP Office Settings

Central IP Office

Other IP Offices

IP Office with Distributed Server

Voicemail Type

Voicemail Pro

Centralized Voicemail

Distributed Voicemail

Voicemail IP Address

Set to the central voicemail server PC's IP address.

Not used.

Set to the distributed voicemail server PC's IP address.

Voicemail Destination

Not used.

Set to the Outgoing Group ID of the H323 Line to the central IP Office.

Licenses

This system needs licenses for Voicemail Pro and all voicemail features required.

The other IP Offices only require licenses for UMS and or for ContactStore if required.

This system needs licenses for Voicemail Pro and all voicemail features required.

Summary of IP Office Configuration Settings for Distributed Voicemail Severs

22 22

Configuring Distributed Voicemail Server Operation

The centralized voicemail server for the SCN and its central IP Office are configured as normal.

1. The Voicemail Pro server software is installed as normal any distributed voicemail server PC's. The distributed

2. voicemail server is not specifically configured as being a distributed server.

Each IP Office hosting a distributed voicemail server is configured with the Voicemail Type set to Distributed

3. Voicemail.

· The Voicemail Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voicemail server.

· The Voicemail IP Address is set to the IP address of the PC running the distributed voicemail server for the IP Office.

Voicemail Pro Installation and Maintenance Page 57

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.5.5 Combined Options

The various centralized voicemail options (standard, fallback, backup and distributed) can be used within the same Small Community Network.

· An IP Office using a distributed voicemail cannot be used as the fallback IP Office for the central IP Office.

· A distributed voicemail server cannot also be used as the backup voicemail server.

Voicemail Pro Installation and Maintenance Page 58

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Centralized Voicemail Pro

Central Voicemail Server controlled by Fallback IP Office

· Central IP Office Unavailable

If the central IP Office becomes unavailable on the network, the fallback IP Office assumes control of voicemail services using the centralized voicemail server.

Backup Voicemail Server controlled by Central IP Office

· Central Voicemail Unavailable

If the central voicemail server becomes unavailable on the network, the central IP Office will switch to using the backup voicemail server.

Combined Backup Voicemail Server and Fallback IP Office Operation

· Central IP Office and Central Voicemail Server Unavailable

If both the central IP Office and the central voicemail server become unavailable to the network, voicemail services will switch to the backup voicemail server under control of the fallback IP Office.

Example: Combined Fallback Control and Backup Server Operation

In the example below the fallback IP Office control and backup voicemail server peration can be combined.

54 55

Voicemail Pro Installation and Maintenance Page 59

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.5.6 Installation Notes

Both the distributed voicemail and the backup voicemail scenarios use the same mechanism (SMTP email between the IIS on the voicemail servers) to exchange information between the servers. Therefore the following notes apply to both scenarios unless specifically stated as otherwise.

SMTP Configuration

Install and Enable IIS

1. All the voicemail servers (central, distributed and backup) require IIS to be installed and enabled on the server before installation of the Voicemail Pro server software.

Start the Internet Information Services manager.

1. Right-click on the Default SMTP Virtual Server and select Properties.

2. Select the Messages tab. Deselect the Limit Message Size and Limit number of messages per

connection options.

Configure Each Voicemail Pro Server for SMTP Email via IIS

2. Following installation of the Voicemail Pro server software, its should be configured for SMTP email operation as follows:

By default the Voicemail Pro server installs defaulted to SMTP email operation. However this should be

checked.

· Start the Voicemail Pro Client. Click Preferences and select General.

· Click the MAPI tab.

Open the Windows Control Panel and select IP Office Voicemail Pro. Click the SMTP Email Settings tab.

Voicemail Pro Installation and Maintenance Page 60

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Centralized Voicemail Pro

· Mail Server

Enter the servers PC's full name, including domain, as being the SMTP mail server. This must be the fully qualified domain name. To obtain the name, right-click on My Computer and select Properties. The Computer Name tab shows the information that should be used as Full computer name. The name must be used, IP addresses are not used.

· Port Number Enter the receiving port on the SMTP mail server. The default is 25.

· Mail Drop box, Select the mail drop folder configured within the IIS. The default is C:\Inetput\mailroot\Drop.

· Server requires authentication If the SMTP server requires authentication select this option to enter the Account Name and Password that should be used by the voicemail server. You can also select Use Challenge Response Authentication if used by the SMTP server.

Click Check to validate the changes that you have made.

If the response is positive, click OK. You will be prompted to restart the services so that your changes are

enabled. Choose Yes. The services are automatically stopped and restarted.

Ensure that Port 25 is Not Blocked

3. Many firewalls block access to port 25 by default. Check that the firewall software being used on the server is configured to allow VMProV5Svc.exe as an exception.

DNS Host Routing (Optional)

4. The SMTP operation uses fully qualified domain names that need to be resolved to IP addresses by the network's DNS server. To guarantee name resolution the hosts files on each server can be used. Note however that if this method is used, any changes to IP addresses of servers will need to be reflected in the file update. Locate the file C: \Windows\System32\drivers\etc\hosts and open it in a text editor such as WordPad. Add IP address and fully qualified domain name entries for each of the other voicemail servers.

Voicemail Pro Configuration

In all scenarios, each Voicemail Pro server should use the same basic configuration settings, ie. the same voicemail mode (Intuity or IP Office) and the same housekeeping settings.

Voicemail Pro Installation and Maintenance Page 61

15-601063 Issue 22e (16 May 2010)IP Office Release 6

IP Office Configuration

Configuring Distributed Voicemail Server Operation

The centralized voicemail server for the SCN and its central IP Office are configured as normal.

1. Each IP Office not hosting a distributed voicemail server is configured with the Voicemail Type set to Centralized

2. Voicemail.

· The Voicemail Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voicemail server.

Configuring Distributed Voicemail Server Operation

The centralized voicemail server for the SCN and its central IP Office are configured as normal.

1. The Voicemail Pro server software is installed as normal any distributed voicemail server PC's. The distributed

2. voicemail server is not specifically configured as being a distributed server.

Each IP Office hosting a distributed voicemail server is configured with the Voicemail Type set to Distributed

3. Voicemail.

· The Voicemail Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voicemail server.

· The Voicemail IP Address is set to the IP address of the PC running the distributed voicemail server for the IP Office.

Configuring Backup Server Operation

The Voicemail Pro server software is installed as normal on the backup server PC. The voicemail server is not

1. specifically configured as being a backup server.

The central IP Office hosting the primary voicemail server is configured with the IP addresses of both the primary

2. voicemail server and the backup voicemail server.

The other IP Offices are configured for centralized or distributed voicemail as normal.

Voicemail Pro Installation and Maintenance Page 62

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Centralized Voicemail Pro

Check the Server Connections

Check Connection to the Central Server

1. In the following tests, remember to use the fully qualified domain name of each server.

Ping Test

Make a ping from the server to the central server, for example ping vmpro1.example.com. You should see a series of 4 successful replies from the sever.

Telnet Test

Make a telnet test from the server to the central server, for example telnet vmpro1.example.com 25. You should receive a response from the email server within IIS. Enter quit to close the telnet connection.

Check Connection from the Central Server

2. Repeat the ping and telnet tests, this time from the central server to the backup or distributed server.

Checking Status with the Voicemail Pro Client

When connected to a Voicemail Pro server using the Voicemail Pro client, the client title bar will display the role assumed by that voicemail server; Centralized Voicemail, Backup Voicemail or Distributed Voicemail.

When connected to the backup voicemail server, if it is the active server, the title will have changed from Backup Voicemail to Backup Voicemail (Live).

When connected to the centralized voicemail server, the Distributed Voicemails folder can be selected to display details of the distributed servers and the state of the connection with each. The Result will be either:

· In Progress The servers are synchronizing information via SMTP.

· Up-To-Date The servers are synchronized.

Voicemail Pro Installation and Maintenance Page 63

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6 Voicemail Email

Voicemail Email allows the voicemail server to provide a number of email functions:

· Forward a Message to Email If the voicemail server is set to IP Office mailbox mode, mailbox users are able to manually forward an voicemail message to their email.

· Automatic New Voicemail Messages For all mailbox modes, users can use voicemail email to automatically have a message sent to their email whenever they receive a new voicemail message. The email can be a simple alert or it can include a copy of the voicemail as an attachment.

· eMail Action With customized call flows, an eMail action can be used to send a caller's recorded voicemail message to a specified email address.

· UMS Exchange 2007 In conjunction with Exchange 2007 and Outlook 2007, users are able to use their Outlook inbox as their mailbox for voicemail messages.

Voicemail Email features requires the voicemail server to be configured for access to either an SMTP email server or to a MAPI email server via a MAPI enabled email client program on the voicemail server PC.

· SMTP Installation

This is an email standard supported by most email servers. It is the default email mode for the voicemail server.

· MAPI Installation

MAPI requires a MAPI compliant email client program to be installed on the Voicemail Pro server. Supported MAPI clients are Outlook 2000, 2002, 2003, 2007. It also requires the Voicemail Pro service to be run using a user account that is able to send emails via that MAPI client.

· The exact method of integration between the voicemail server and the MAPI email client depends on whether the voicemail server is part of a work group or a domain. This guide contains examples for both approaches.

· The MAPI process described in this guide was based on Microsoft Windows 2000 Professional with Microsoft Outlook 2000 and Microsoft Outlook Express 5.5. Steps may differ depending on the version of Windows and email client used.

234

2.6.1 SMTP Setup

By default the Voicemail Pro server is installed defaulted to SMTP operation and the necessary details of the SMTP server account to use are requested as part of the Voicemail Pro server installation.

To install Voicemail Pro for SMTP Voicemail Email

Obtain details of an email account that the Voicemail Pro service can use from whoever administrates the

1. customer's email server. The details required are:

· Email address.

· Server SMTP address.

· Email account user name and password.

· Whether the email server uses CHAP.

Install the Voicemail Pro software .

2. When requested, enter the email address .

3. When requested, enter the Voicemail Pro SMTP email account settings.

4. Configure the IP Office user and group accounts with the email addresses.

111

112

Voicemail Pro Installation and Maintenance Page 64

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

2.6.1.1 Selecting SMTP Operation

By default, the Voicemail Pro server is configured for SMTP email mode. However if required it can be switched between SMTP and MAPI mode. Some options are not available if you are working offline. You must be working online to use this feature.

To select the server email mode

Start the Voicemail Pro Client.

Click Preferences and select General.

2. Click the MAPI tab.

The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP.

· If MAPI is selected, a valid MAPI profile and password must be entered in the fields above. That MAPI profile must exist within the MAPI email client on the server PC and be useable by the account under which the Voicemail Pro service is running.

· If SMTP is selected, the SMTP email account settings must be entered.

Click OK.

Click Save and Make Live.

112

Voicemail Pro Installation and Maintenance Page 65

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.1.2 Changing the Server SMTP Settings

To configure the server SMTP email settings:

Open the Windows Control Panel.

1. Select IP Office Voicemail Pro. The IP Office Voicemail Pro window opens.

2. Click the SMTP Email Settings tab.

· Mail Server

Enter the name of the SMTP mail server. This should be the fully qualified domain name.

· Port Number Enter the receiving port on the SMTP mail server. The default is 25.

· Mail Drop box, This field is only required for Voicemail Pro VPNM. Enter the name of the destination folder for outgoing emails on the SMTP Server. Alternatively click the browse button and select the folder to use.

Click Check to validate the changes that you have made.

4. Click OK. You are prompted to restart the affected services so that your changes are enabled.

5. Choose Yes. The services that are affected by your changes are automatically stopped and restarted.

Voicemail Pro Installation and Maintenance Page 66

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.1.3 Setting the Server Email Address

To configure email settings:

Open the Windows Control Panel.

1. Select IP Office Voicemail Pro. The IP Office Voicemail Pro window opens.

2. Click the Email Settings tab.

Installing Voicemail Pro: Voicemail Email

· Account Details box, type the name of the MAPI email account to use for email messages.

· For MAPI, enter the name of the MAPI email account to use for email messages. Alternatively, select Browse to display a list of available email accounts.

· For SMTP, enter the email address that the voicemail server should use. This address should match the account details set on the SMTP Email Settings tab.

· Message Parameters These options are only available if you have installed and are using IMS. For IMS you can specify the way in which the .wav files of voicemail messages are to be sent in emails. Sending .wav files across a network creates a high loading on the network and networks servers. A one-minute message requires a 1MB .wav file.

Click OK.

Voicemail Pro Installation and Maintenance Page 67

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.1.4 SMTP Errors

Value

Meaning

An exception has occurred.

The process has run out of memory.

An error has occurred due to a problem with the message body or attachments.

There was a problem initiating the conversation with the mail server. Ensure the setting of the Domain property is correct.

There was an error terminating the conversation with the SMTP mail server.

The "From" address was not formatted correctly or was rejected by the SMTP mail server. Some SMTP servers will only accept mail from particular addresses or domains. SMTP mail servers may also reject a from address if the server can not successfully do a reverse lookup on the from address.

An error was reported in response to receipt address. The SMTP server may refuse to handle mail for unknown recipients.

There was an error connecting to the SMTP mail server.

There was an error opening the file. If you have specified file attachments, ensure that they exist and that you have access to them.

There was an error reading a file. If you have specified file attachments, ensure that they exist and that you have access to them.

No mail server specified.

There was a problem with the connection and a socket error occurred.

Could not resolve host.

Connected but server sent back bad response.

Could not create thread.

Canceled as a result of calling the Cancel method.

The operation timed-out while the host was being resolved.

The operation timed-out while connecting.

ESMTP Authentication failed.

The selected ESMTP Authentication mode is not supported by the server.

ESMPT Authentication protocol error.

Socket Timeout error.

105

Invalid license key.

SMTP error logging can be enabled to generate a log of SMTP activity. For a default Voicemail Pro installation the activity is logged in a file in C:\Program Files\Avaya\IP Office\Voicemail Pro\VM\logs. The file name includes a date stamp for the day on which it is generated.

Enabling SMTP Error Reporting:

Stop the Voicemail Pro service

1. Start the Registry Editor.

2. Locate the registry key. This differs depending on the version of Voicemail Pro.

Voicemail Pro 3.2: Locate the key HKEY_LOCAL_MACHINE\SOFTWARE\Network

Alchemy\Voicemail\Directories.

Voicemail Pro 4.0+: Locate the key HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\Media Services\Directories

From the menu bar select Edit.

4. Select New and then String Value.

5. Enter SMTPLogging.

6. Right-click on the new registry key SMTPLogging and select Modify.

7. Set the value to 1.

8. Close the Registry Editor.

9. Restart the Voicemail Pro service.

10.

SMTP Error Codes

Voicemail Pro Installation and Maintenance Page 68

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

2.6.2 MAPI Setup

2.6.2.1 Domain Member

Before you start to install the Voicemail Pro software, you must:

Create a Voicemail Domain Account .

Configure Outlook for Internet Mail .

You are then ready to install Voicemail Pro for MAPI Voicemail Email as a Domain Member. This involves the following key stages:

Install the Voicemail Pro Software .

Switch Voicemail Pro to MAPI .

2.6.2.1.1 Creating a Voicemail Domain Account

Make sure that the PC that will be running the voicemail server is a member of the domain. To join the domain you

1. will need the use of a log account with administrative permissions on the domain as well as the server PC, consult the domain administrator.

· Windows 2000

Right click My Computer and select Properties. Select the Network Identification tab.

On the Exchange server:

· Create an account called Voicemail on the domain and an associated mailbox.

· Provide a secure password.

· Check the User Cannot Change Password and Password Never Expires boxes.

Log on to the voicemail server PC using a domain administrator account.

3. From the Control Panel, select Administrative Tools.

4. Select Computer Management | Local Users and Groups | Groups.

5. Double-click Administrators and select Add.

6. From the Look In list select the domain name.

7. In the Name window, locate and highlight Voicemail. Click Add followed by OK and OK to close.

Voicemail Pro Installation and Maintenance Page 69

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.2.1.2 Configuring Outlook for VoiceMail Email

On the desktop, right-click the Outlook icon and select Properties.

1. On the General tab, select Add.

2. Select Microsoft Exchange Server.

3. Click Next.

4. In the Server field, enter the name of the Exchange Server.

5. In the Mailbox field, enter Voicemail.

6. Click Next.

7. When you are asked if you travel with this computer, select No.

8. Click Next.

9. Click Finish.

10. Highlight the MS Exchange Settings and click Properties.

11. Highlight Microsoft Exchange Server and click Properties.

12. Click Check name and ensure that the name is resolved.

13. If the name is resolved, select Apply.

14. Click OK, OK and Close to shut the mail settings.

15. Do not continue until the name has been resolved correctly with the Exchange Server. If the name is not resolved,

16. check the account details with the Exchange Administrator.

Open Outlook and select Yes to register Outlook as the default email application.

17. Select Tools > Options.

18. Click the Preferences tab.

19. Click Email Options.

20. Uncheck Save copies of messages in Sent Items folder.

21.

· You might want this option selected during initial setup to aid troubleshooting. However due to the size of wav file message attachments you should uncheck it after installation testing is completed.

Log on to the Voicemail Pro Server PC using the voicemail account.

22. From Outlook, send a message direct to an extension user.

23. If this message is received correctly, you can continue installing the Voicemail Pro software. See Installing the

24.

Voicemail Pro Software .

Voicemail Pro Installation and Maintenance Page 70

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

2.6.2.1.3 Installing the VoiceMail Pro Software

Log off and log back on using the Voicemail account and password.

Install the required Voicemail Pro software.

1. When the installation process requests a User Name and Password for the Voicemail Pro service, enter the Voicemail

2. account details.

Restart the server PC when requested and log on using the Voicemail account.

3. When SMTP email details are requested, enter no values and ignore the error message following the SMTP check.

Start the Voicemail Pro Service .

5. Check that the basic voicemail services start and operate correctly.

Switch Voicemail Pro to MAPI .

2.6.2.1.4 Switching VoiceMail Pro to MAPI

To select the server email mode

Start the Voicemail Pro Client.

Click Preferences and select General.

2. Click the MAPI tab.

The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP.

· If SMTP is selected, the SMTP email account settings must be entered.

Click OK.

Click Save and Make Live.

112

Voicemail Pro Installation and Maintenance Page 71

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.2.2 Work Group Member

Before you start to install the Voicemail Pro software, you must:

Create a Voicemail User Account .

Configure Outlook Express for Internet Mail .

Configure Outlook for Voicemail Email .

Configure Outlook for Exchange Server .

The user name and password created are requested as part of the installation of the Voicemail Pro service. The process described here assumes that Outlook is installed but has not been previously used or configured.

You are then ready to install the Voicemail Pro software. See Installing the Voicemail Pro Software .

By default, Voicemail Pro is set to use SMTP for emails. You need to change this to MAPI. See Switching Voicemail Pro to

MAPI .

You also need to set the SMTP Email Account settings on the Voicemail Pro so that they match those of the customer's email server. See Changing SMTP Email Account Settings .

2.6.2.2.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Work Group Member

Before you start to install the Voicemail Pro software, you must:

Create a voicemail user account. See Creating a Voicemail User Account

1. Configure Outlook Express for Internet Mail. See Configuring Outlook Express for Internet Mail .

2. Configure Outlook for internet mail. See Configuring Outlook for Voicemail Email .

3. Configuring Outlook for exchange server. See Configuring Outlook for Exchange Server .

You are then ready to install the Voicemail Pro software. See Installing the Voicemail Pro Software .

By default, Voicemail Pro is set to use SMTP for emails. You need to change this to MAPI. See , Switching Voicemail Pro to

MAPI .

You also need to set the SMTP Email Account settings on the Voicemail Pro so that they match those of the customer's email server. See Changing SMTP Email Account Settings .

2.6.2.2.2 Creating a Voicemail User Account

To create a Voicemail User Account

Log on to the server PC as the local administrator and create a new user. For this example the name of the user

1. account created used is Voicemail.

Set a secure password.

2. Clear User must change password at next logon and check Password never expires.

3. Click Create and then Close.

4. Right-click the New Account, and select Properties.

5. Select the Member Of tab.

6. Click Add.

7. In the Select Groups window, highlight Administrators and click Add. Click OK.

8. Continue with one of the following as appropriate to the installed MAPI client and method for sending email.

Voicemail Pro Installation and Maintenance Page 72

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

2.6.2.2.3 Configuring Outlook Express for Internet Mail

To configure Outlook Express for Internet Mail

Click the Outlook Express icon to start the Configuration wizard.

1. In the Display name box enter Voicemail.

2. Click Next.

3. Select I already have an e-mail address that I'd like to use and enter the address in E-mail address, eg.

4. voicemail@example.com. Click Next.

Enter the name or address of the Incoming mail server and the Outgoing mail server. Note, if you enter the name,

5. you must ensure that the voicemail PC has the correct IP address of the DNS Server configured.

Click Next.

6. Enter the email account name and password, for example Voicemail. Select Remember password.

7. Click Next.

8. Click Finish to complete the wizard.

9. Open Outlook Express and select Tools > Options.

10. Click the General tab.

11.

· Uncheck Send and Receive messages at Start up.

· Uncheck Check for new messages every.

Select the Send tab.

12.

· Uncheck Save copy of sent messages in the 'Sent Items' folder.

· Check Send messages immediately.

· Under Mail Sending Format select Plain Text.

Click OK.

13. Log on to the server PC using the account that will be used for the Voicemail Pro server.

14. From Outlook or Outlook Express, send a message direct to an extension user.

15. If this message is received correctly, continue with installing the Voicemail Pro software.

16.

Voicemail Pro Installation and Maintenance Page 73

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.2.2.4 Configuring Outlook for Internet Mail

For the installation of Outlook to work correctly, the following setup process must be followed. Outlook can be configured in two ways. Using the Wizard, prior to completing the steps below will cause Outlook not to send the messages correctly.

To configure Outlook for Internet Mail:

Right-click the Outlook icon on the desktop and select Properties.

1. Select Add.

2. Select Internet Email and click OK.

3. For the Mail Account, enter Voicemail.

4. For User Information enter Voicemail as the Name and for the Email address enter your address, for example.

5. voicemail@example.com.

Select the Servers tab. Enter the name or IP address of the Outgoing mail server and Incoming mail server.

6. The Incoming Mail Server details can be left blank as Outlook does not need to check for mail. Otherwise, enter

7. the account name and password for example, Voicemail. Select Remember password.

Select the Connection tab. Select Connect using my local area network (LAN). Click Next.

8. Click OK.

9. Click Next.

10. Accept the default path for file creation.

11. Select Next, then Finish and then Close.

12. Open Outlook.

13. On the Email Service Option Screen, select Internet Only.

14. Click Next.

15. Select Yes to register Outlook as the default email application.

16. Select Tools > Options.

17. Click the Preferences tab.

18. Click Email Options.

19. Uncheck Save copies of messages in Sent Items folder.

20.

· You might want this option selected during initial setup and troubleshooting. Due to the size of wav file message attachments it is advisable to uncheck it after installation is complete.

Log on to the server PC using the account that will be used for the Voicemail Pro server.

21. From Outlook or Outlook Express, send a message direct to an extension user.

22. If this message is received correctly, continue with installing the Voicemail Pro software.

23.

Voicemail Pro Installation and Maintenance Page 74

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

2.6.2.2.5 Configuring Outlook for Exchange Server

This option may be configured if Outlook is to be configured to connect to the Exchange Server, using a valid user name and password, while the Voicemail PC remains a member of a work group.

To configure Outlook for Exchange Server:

Create a new mailbox on the Exchange Server, for example Voicemail, and assign it the same password as has

1. been configured on the voicemail PC.

Clear User must Change password at Next Logon and select Password Never Expires.

2. On the voicemail PC, logon with the Voicemail account.

3. Right-click the Outlook icon on the desktop and select Properties.

4. Select Add.

5. Highlight Microsoft Exchange Server and click OK.

6. Type in the Microsoft Exchange Server name and enter Voicemail in the Mailbox field.

7. Highlight the MS Exchange Settings, Click Properties.

8. Highlight Microsoft Exchange Server. Click Properties.

9. Click Check name and ensure the name is resolved.

10. If the name is resolved, select Apply. Click OK, OK and Close to shut the Mail settings.

11. Do not continue until the name has been resolved correctly with the Exchange Server. If the name is not resolved,

12. check the account details with the exchange administrator.

Open Outlook and select Yes to register Outlook as the default email application.

13. Select Tools > Options.

14. Choose the Preferences tab. Click Email Options.

15. Uncheck Save copies of messages in Sent Items folder.

16.

· You may want this option selected during initial setup and troubleshooting. Due to the size of wav file message attachments deselect it once installation is complete.

Log on to the server PC using the account that will be used for the Voicemail Pro server.

17. From Outlook or Outlook Express, send a message direct to an extension user.

18. If this message is received correctly, continue with installing the Voicemail Pro software.

19.

2.6.2.2.6 Installing the VoiceMail Pro Software

Log off and log back on using the Voicemail account and password.

Install the required Voicemail Pro software.

1. When the installation process requests a User Name and Password for the Voicemail Pro service, enter the Voicemail

2. account details.

Restart the server PC when requested and log on using the Voicemail account.

3. When SMTP email details are requested, enter no values and ignore the error message following the SMTP check.

Start the Voicemail Pro Service .

5. Check that the basic voicemail services start and operate correctly.

Switch Voicemail Pro to MAPI .

2.6.2.2.7 Switching VoiceMail Pro to MAPI

To select the server email mode

Start the Voicemail Pro Client.

Click Preferences and select General.

Voicemail Pro Installation and Maintenance Page 75

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Click the MAPI tab.

The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP.

· If SMTP is selected, the SMTP email account settings must be entered.

Click OK.

Click Save and Make Live.

112

Voicemail Pro Installation and Maintenance Page 76

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.2.2.8 Changing SMTP Email Account Settings

To change SMTP Email Account Settings:

Open the Windows Control Panel.

Select IP Office Voicemail Pro.

2. Select the SMTP Email Settings tab.

Installing Voicemail Pro: Voicemail Email

Enter the settings to match the customer's email server and the email account configured on that server for the

4. Voicemail Pro service.

Click the Email Settings tab.

Enter the email address for the account setup on the customer's email server for the Voicemail Pro service.

6. Click Check to test the connection to the specified email account.

7. Click OK.

Voicemail Pro Installation and Maintenance Page 77

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.3 Voicemail Email Operation

2.6.3.1 User and Group Configuration

The email address for each user and hunt group is set through the IP Office configuration.

· Voicemail Email: Default = Blank (No voicemail email features) This field is used to set the user or group email address used by the voicemail server for voicemail email operation. When an address is entered, the additional Voicemail Email control below are selectable to configure the type of voicemail email service that should be provided.

· Use of voicemail email requires the voicemail pro server to have been configured to use either a local MAPI email client or an SMTP email server account. See Voicemail Email Installation .

· The use of voicemail email for the sending (automatic or manual) of email messages with wav files attached should be considered with care. A one-minute message creates a 1MB .wav file.

· Voicemail Email Default = Off If an email address is entered for the user or group, the following options become selectable. These control the mode of automatic voicemail email operation provided by the voicemail server whenever the voicemail mailbox receives a new voicemail message.

· Users can change their voicemail email mode using visual voice . If the voicemail server is set to IP

Office mode , user can also change their voicemail email mode through the telephone prompts. The

331

334

ability to change the voicemail email mode can also be provided in a call flow using a Play

Configuration Menu action or a Generic action.

· If the voicemail server is set to IP Office mode , users can manually forward a message to email.

213 187

331

· Off

If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension.

· Copy

If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, a copy of the message is attached to an email and sent to the email address. There is no mailbox synchronization between the email and voicemail mailboxes. For example reading and deletion of the email message does not affect the message in the voicemail mailbox or the message waiting indication provided for that new message.

Voicemail Pro Installation and Maintenance Page 78

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

· Forward

If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, that message is attached to an email and sent to the email address. No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication. As with Copy, their is no mailbox synchronization between the email and voicemail mailboxes. Users can also select this mode by dialing *01 from their extension.

· UMS Exchange 2007

Voicemail Pro 5.0+ supports voicemail email to an Exchange 2007 server email account. For users and groups also enabled for UMS Web Services this significantly changes their mailbox operation. The Exchange Server inbox is used as their voicemail message store and features such as message waiting indication are set by new messages in that location rather than the voicemail mailbox on the voicemail server. Telephone access to voicemail messages, including Visual Voice access, is redirected to the Exchange 2007 mailbox. See UMS Exchange 2007 Installation and UMS Exchange 2007 .

· Alert

If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, a simple email message is sent to the email address. This is an email message announcing details of the voicemail message but with no copy of the voicemail message attached. Users can also select this mode by dialing *02 from their extension.

47 340

2.6.3.2 How Voicemail Email Messages Look

Messages sent by a user or group's voicemail email settings contain the following:

· To

The user/group email address.

· From

The name and address setting of the email client account.

· Subject

Voicemail Message ('calling number' > 'user name') From:'calling number'.

· Body

If the user or group's Voicemail Email mode is set to Copy or Forward, the message body will contain "IP Office Voicemail redirected message".

· Attachment

When using Copy or Forward mode, the message is attached as a wav file.

Messages sent via a Voicemail Pro eMail action are configurable, see The Voicemail Pro eMail Action .

Voicemail Pro Installation and Maintenance Page 79

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.6.3.3 The Voicemail Pro Email Action

The eMail action in Voicemail Pro can be used to send messages via email in response to caller actions in the voicemail call flow. The action can also attach a wav file.

In the example above, the eMail action follows a Voice Question action. The $ in the eMail action's Attach file to email field instructs it to use the file recorded by the preceding Voice Question action.

The same method can be used with a Leave Mail action. Note however that the Leave Mail action must be set to a valid target mailbox which will then have a copy of the message.

Alternatively, the eMail action can attach a prerecorded wav file by specifying the file name. That named file can be created by an Edit Play List action.

Voicemail Pro Installation and Maintenance Page 80

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Email

2.7 Text to Speech (TTS) Installation

The Voicemail Pro server is able to use Text to Speech (TTS) in the following ways:

· Speak text in call flows using the Speak Text action. The text can include variables passed from other actions including database actions.

· When installed in parallel with Voicemail Email , TTS can be used to provide email reading to selected mailbox users.

· TTS can be used by the Voicemail Pro client user to record prompts used by call flow actions.

TTS Licensing

Voicemail Pro TTS requires the server PC to have a Microsoft SAPI 5 compatible TTS engine installed and a valid license entry.

· Email Reading This feature is supported by the Voicemail Pro server's standard Preferred Edition license. Users who want to use this feature must have their user profile configured as either Mobile User or Power User using Mobile User Profile or Power User Profile licenses.

· Speak Text Actions / Prompt Recording The license for this operation depend on whether you will be using the Avaya supplied ScanSoft TTS speech engines or a 3rd party generic TTS speech engines (including the TTS speech engines included in Microsoft operating systems).

· Generic TTS The use of up to 8 simultaneous generic TTS ports is enabled by the Advanced Edition license. Alternatively separate VMPro TTS (Generic) licenses can be added.

· Avaya ScanSoft TTS The use of the Avaya supplied ScanSoft TTS engines is licensed by the addition of VMPro TTS (ScanSoft) licenses to the IP Office configuration.

64 86

179

If both generic TTS and ScanSoft TTS licenses are added, both TTS engines will be used for calls on a first-come firstserved basis. The TTS engine used for particular calls cannot be controlled. Therefore we recommend that only one type of TTS engine is licensed within a system.

Languages

For Voicemail Pro 5.0, the supplied ScanSoft TTS software now supports the same set of languages as Voicemail Pro speech prompts except for Hungarian. If more than one TTS language is installed, a Select System Prompt Language action can then be used to switch TTS to a different language from the selected default.

· Installation on Windows Server Operating Systems

Ensure that you have full administrator rights for the PC. This process will also require the PC to be restated.

1. In the Windows Control Panel select Sounds and Audio Devices.

2. If Windows Audio has not been enabled, select the Enable Windows Audio check-box.

Voicemail Pro Installation and Maintenance Page 81

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.7.1 Installing Generic Text to Speech

To install Text to Speech:

Install and test Voicemail Pro as normal.

1. Using IP Office Manager, add the Advanced Edition or VMPro TTS (Generic) license into the IP Office

2. configuration. Send the new configuration to the IP Office system.

Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to

3. Valid.

The Voicemail Pro installation includes the default Microsoft TTS engines (Microsoft Sam, Mike, Mary and Simplified

4. Chinese) as standard. If another third-party SAPI 5 compatible TTS engine is going to be used, install that software.

If the system is licensed for generic TTS, Voicemail Pro will automatically discover any SAPI 5 installed engine. If

5. there is no 3rd party engine installed then the Microsoft 3rd party engine is used.

2.7.2 Installing Avaya Text to Speech

The Avaya TTS engine for Voicemail Pro is supplied on separate DVD's (x2) from the Voicemail Pro software .

To install Avaya Text to Speech:

Install and test Voicemail Pro as normal.

1. Using IP Office Manager, add the VM Pro TTS (ScanSoft) license into the IP Office configuration. Send the new

2. configuration to the IP Office system.

Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to

3. Valid.

Insert the first Avaya TTS DVD. The installation should auto-start.

4. Follow the prompts and install the required languages.

5. If the system is licensed for Avaya TTS, the ScanSoft engine is automatically used.

2.7.3 Using the Speak Text Action

One method of employing TTS is through adding a Speak Text action to a call flow. The text to be spoken is entered in the action's Specific tab.

This text can include combinations of:

· Typed text sentences.

· Voicemail Pro Call Variables . For example:

· Entering $KEY would be replaced when spoken by the last digits dialed within the call flow by the

caller.

· If using database interaction, entering $DBD[x] would be replaced by the current value of that database field.

· Entering $CLI would speak the caller's CLI, if available, back to them.

· SAPI 5 XML tags can be added to alter how the text is spoken. For example when 123 needs to be

spoken as one two three rather than "one hundred and twenty-three", enter <spell>123</spell>.

157

Voicemail Pro Installation and Maintenance Page 82

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Text to Speech (TTS) Installation

2.7.4 Text to Speech SAPI Controls

Windows TTS engines use Microsoft's SAPI (Speech Application Program Interface). This includes the use of XML tags in the text to change how the text is spoken. For example, in the text This is the <volume level="90">text</volume> to speak the items within < > brackets are XML tags used to change how the speech is spoken.

The following are samples of the SAPI XML controls supported by Voicemail Pro TTS. Further information on SAPI 5 can be obtained from Microsoft support websites.

· Volume

Change the speech volume.

· Rate

Change the speech rate.

· Pitch

Change the speech pitch.

· Emph

Add emphasis to words.

· Spell

Spell out words and numbers literally.

· Silence

Add a period of silence.

· Partofsp

Change the usage of words.

Entering XML Tags

XML tags can be used in two ways, either nested or empty.

· Nest Tags: Example = <volume level="90">text</volume> Nested tags consist of:

· An opening XML tag, in the example above <volume level="90">.

· The text to which the opening tag command should be applied.

· A closing XML tag. The closing tag use the same command as the opening tag, prefixed with / and no other

settings. In the example above this is </volume>.

· Empty Tags: Example = <volume level="90"/>All following text An empty tag is not nested, its command and settings apply to all the following text. Empty tags are recognizable by the / before the tags closing >.

Voicemail Pro Installation and Maintenance Page 83

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Example SAPI XML Tags

Volume

Controls the volume of the speech. This tag can be nested or empty.

· Attributes:

· level=

Supports values between 0 and 100, being percentages of the system's set volume.

· Examples:

· <volume level="50"/> Speak allow following text at level 50.

· <volume level="50"> Speak this text at level 50</volume> and this as normal.

Rate

Controls the speed at which the text is spoken. This tag can be empty or nested.

· Attributes

Only one attribute may be applied within a tag.

· absspeed=

Sets the absolute speed for the speech in a range between -10 and 10 with 0 being normal speech.

· speed=

Sets a speed change that is added to the current speed.

· Examples:

· <rate absspeed="5"> Speak this text at rate 5</rate> and this text as normal.

· <rate absspeed="5"/> Speak all following text at rate 5.

· <rate speed="-5"/> Drop the current speech speed by 5.

Pitch

Controls the pitch at which the text is spoken. This tag can be empty or nested.

· Attributes

Only one attribute may be applied within a tag.

· absmiddle=

Sets the absolute pitch for the speech in a range between -10 and 10 with 0 being normal speech.

· middle=

Sets a pitch change that is added to the current speed.

· Examples:

· <pitch absmiddle="5"> Speak this text at pitch 5</rate> and this text as normal.

· <pitch absmiddle="5"/> Speak all following text at pitch 5.

· <pitch middle="-5"/> Drop the current speech pitch by 5.

Emph

Applies emphasis to a word or section of text. This tag must be nested.

· Attributes:

This tag has no attributes.

· Example:

· Say <emph>boo</emph>.

Voicemail Pro Installation and Maintenance Page 84

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Text to Speech (TTS) Installation

Spell

Spell forces the engine to speak any nested text literally rather than applying any speech rules. This is useful for numbers where rather that than saying 3001 as three thousand and one for 3001, the speech required is three zero zero one. This tag must be nested.

· Attributes

This tag has no attributes.

· Example:

· The telephone number is <spell>555 3468</spell>.

Silence

Inserts a period of silence. This tag must be empty.

· Attributes

· msec=

Sets the duration in milliseconds.

· Example:

· A short silence <silence msec="500"/> of half a second.

Partofsp

Forces the pronunciation of a word according to it usage if not correctly determined by the TTS speech engine or to override the engine. This tag must be nested.

· Attributes:

· part=

Takes a value from noun, verb, modifier, function or interjection.

· Example:

· To <partofsp part="verb">record</partofsp> that <partofsp part="noun">record</partofsp> press 1.

Voicemail Pro Installation and Maintenance Page 85

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.7.5 Setting Up Text To Speech to Read Email

In conjunction with MAPI email clients and Exchange server, TTS can be used to read new e-mails in a user's email inbox when they access their voicemail mailbox.

· The Voicemail Pro server must have been installed and configure to support voicemail email using a MAPI client .

· Email reading can only be enabled for IP Office users whose Profile setting is set to Mobile User or Power User. That requires the IP Office to have Mobile User Profile or Power User Profile licenses.

· This feature is supported only for Intuity mode. Users hear their new voicemail messages and then the number of "Messages with text". Before each email is spoken, details of who it is from, when the message was sent and the size are given. This allows large or non-urgent e-mails to be skipped.

· Email reading cannot be used for e-mails in HTML format. If HTML messages are received, all of the code will be read out as a message.

Within the IP Office configuration, display the settings for the user.

On the User tab, set the user's Profile to either Mobile User or Power User.

On the Voicemail tab

· Voicemail Email Enter the user's email address.

· Voicemail Email Reading Enable this option for TTS email reading.

Voicemail Pro Installation and Maintenance Page 86

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Text to Speech (TTS) Installation

2.8 IP Office Configuration

The default IP Office configuration settings allow almost immediate voicemail operation as soon as a voicemail server is running on the LAN. Those default settings are:

· Voicemail running on a PC accessible by the IP Office using a broadcast address of 255.255.255.255.

· Voicemail on for each user and hunt group on.

· No Voicemail Code set for any mailboxes. Until a code is entered for a mailbox, it can only be accessed from the

user's own extension.

· No Voicemail Email or Voicemail Help operation.

· No Voicemail Reception numbers set for user mailboxes.

· Hunt group mailboxes are created and used by default but there is no default message waiting indication or method

for collecting messages. A method for accessing each hunt group mailbox should be programmed. See Hunt Group

Voicemail .

271

Voicemail Pro Installation and Maintenance Page 87

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.8.1 System Settings

The IP Office can work with several different types of voicemail server. Therefore it is important to check that it is configured for operation with Voicemail Pro.

In IP Office Manager, select System.

1. Click the Voicemail tab.

· Voicemail Type Specifies the type of voicemail system the IP Office is configured to work with. Unless detailed otherwise, the option Voicemail Lite/Pro should be used with Voicemail Pro server. Additional options are displayed depending on the selected voicemail type.

· Centralized Voicemail

This setting is used for remote systems in a Small Community Network where the central voicemail server is being hosted by another IP Office. The Voicemail Destination field below is used to enter the Outgoing Group ID of the SCN trunk to the IP Office hosting the central voicemail server.

· Distributed Voicemail (Software level = IP Office Release 6)

This option is used in a Small Community Network for remote IP Offices which want to be associated with their own voicemail server in addition to the central voicemail server. The IP Office will require licenses for Voicemail Pro operation and for the voicemail features required. The Voicemail IP Address below is used to enter the IP address of the IP Office's voicemail server while the Voicemail Destination field below is still used to set location of the central voicemail server as for centralized voicemail.

· Embedded Voicemail Not used with Voicemail Pro.

· Group Voicemail Not used with Voicemail Pro.

· Remote Audix Voicemail Not used with Voicemail Pro.

· Voicemail Lite/Pro This is the normal setting used for Voicemail Pro.

· Voicemail IP Address By default the IP Office connects to the Voicemail Pro server by using the address 255.255.255.255 to broadcast for any server on the same LAN as itself. When it receives a response it will use that voicemail server. However it may be necessary or desired to set this access to an exact address. Change the default address (255.255.255.255) to the IP address of the PC on which the Voicemail Pro server is running.

· For configuration of IP Office systems using centralized Voicemail Pro in an IP Office Small Community Network (SCN) see Centralized Voicemail Pro .

· Message Button Go To Visual Voice Many Avaya phones have a fixed button labeled MESSAGES which can be used by the phone user to access their mailbox. If this option is selected, then on phones able to support Visual Voice , visual voice is used

334

when the button is pressed rather than the standard voice prompt interface.

Voicemail Pro Installation and Maintenance Page 88

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: IP Office Configuration

· Voicemail Channel Reservation For calls going to voicemail from the IP Office, the IP Office can restrict how many sessions of various types are active at the same time. See Voicemail Channel Reservation .

· DTMF Breakout (IP Office 5.0)

Previous breakout numbers for a user mailbox were set through the user voicemail settings . IP Office 5.0+ allows system defaults to be set. These are then applied to all user mailboxes unless the users own settings differ.

· Reception / Breakout (DTMF 0) The number to which a caller is transferred if they press 0 while listening to the mailbox greeting rather than leaving a message (*0 on embedded voicemail).

· For systems set to Intuity emulation mode, the mailbox user can also access this option when collecting their messages by dialing *0.

· If the mailbox has been reached through a call flow containing a Leave Mail action, the option provided when 0 is pressed are:

· For IP Office mode, the call follows the Leave Mail action's Failure or Success results connections depending on whether the caller pressed 0 before or after the record tone.

· For Intuity mode, pressing 0 always follows the Reception / Breakout (DTMF 0) setting.

· Breakout (DTMF 2)

The number to which a caller is transferred if they press 2 while listening to the mailbox greeting rather than leaving a message (*2 on embedded voicemail). For pre-5.0 systems this option is not support for Voicemail Pro running in IP Office mailbox mode.

· Breakout (DTMF 3) The number to which a caller is transferred if they press 3 while listening to the mailbox greeting rather than leaving a message (*3 on embedded voicemail). For pre-5.0 systems this option is not support for Voicemail Pro running in IP Office mailbox mode.

· SIP Settings These options are available when the IP Office configuration contains a SIP line or H323 SCN line. The values may be used when the voicemail server makes calls using a SIP trunk or to a SIP device.

· SIP Name: Default = User name. The value from this field is used when the From field of the SIP URI being used for a SIP call is set to Use Internal Data.

· SIP Display Name (Alias): Default = User name. The value from this field is used when the Display Name field of the SIP URI being used for a SIP call is set to Use Internal Data.

· Contact: Default = User name. The value from this field is used when the Contact field of the SIP URI being used for a SIP call is set to Use Internal Data.

· Anonymous: Default = Off. If the From field in the SIP URI is set to Use Internal Data, selecting this option inserts Anonymous into that field rather than the SIP Name set above.

Click OK to save any changes.

3. Send the configuration back to the IP Office.

207

Voicemail Pro Installation and Maintenance Page 89

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.8.2 User Voicemail Settings

Voicemail can be configured for each individual user in IP Office Manager.

Open IP Office Manager.

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

2. Select the Voicemail tab.

· Voicemail Code / Confirm Voicemail Code These fields are used to set or change the user's mailbox passcode.

· If the voicemail server is set to Intuity Emulation mode, mailbox users are asked to set a voicemail code the first time that they access the mailbox.

· Voicemail On Default = On When on, the mailbox is used by the IP Office to answer the user's unanswered calls or calls when the user's extension returns busy. Note that selecting off does not disable use of the user's mailbox. Messages can still be forward to their mailbox and recordings can be placed in it. The mailbox can also still be accessed to collect messages. For other options Disabling a Mailbox .

320

· Voicemail Help Default = Off For voicemail systems running IP Office mailbox mode, this option controls whether users retrieving messages are automatically given an additional prompt "For help at any time press 8." If switched off, users can still press 8 for help. For voicemail systems running in Intuity emulation mode, this option has no effect. On those systems the default access greeting always includes the prompt "For help at any time, press *4" (*H in the US locale).

· Voicemail Ringback Default = Off When on, if the user has a new message, the voicemail server can call the user's extension whenever the extension changes from off-hook to on-hook. The voicemail server will not ring the extension more than once every 30 seconds.

· Use of voicemail email requires the voicemail pro server to have been configured to use either a local MAPI email client or an SMTP email server account. See Voicemail Email Installation .

· The use of voicemail email for the sending (automatic or manual) of email messages with wav files attached should be considered with care. A one-minute message creates a 1MB .wav file.

· Users can change their voicemail email mode using visual voice . If the voicemail server is set to IP

Office mode , user can also change their voicemail email mode through the telephone prompts. The

331

334

ability to change the voicemail email mode can also be provided in a call flow using a Play

Configuration Menu action or a Generic action.

· If the voicemail server is set to IP Office mode , users can manually forward a message to email.

213 187

331

Voicemail Pro Installation and Maintenance Page 90

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: IP Office Configuration

· Off

If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension.

· Copy

· Forward

· UMS Exchange 2007

· Alert

· UMS Web Services If selected, the user is able to use UMS to access their mailbox. UMS options allow messages to be

accessed via a web browser, an IMAP compatible email application or an Exchange 2007 email account. The use this function is subject to licenses.

· DTMF Breakout

When a caller is directed to voicemail to leave a message, 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 below. For IP Office 5.0+, these system default values can be set for these numbers and are used unless a different number is set within these user settings.

· Reception / Breakout (DTMF 0) The number to which a caller is transferred if they press 0 while listening to the mailbox greeting rather than leaving a message (*0 on embedded voicemail).

· For systems set to Intuity emulation mode, the mailbox user can also access this option when collecting their messages by dialing *0.

· If the mailbox has been reached through a call flow containing a Leave Mail action, the option provided when 0 is pressed are:

· For IP Office mode, the call follows the Leave Mail action's Failure or Success results connections depending on whether the caller pressed 0 before or after the record tone.

· For Intuity mode, pressing 0 always follows the Reception / Breakout (DTMF 0) setting.

· Breakout (DTMF 2)

Click OK to save the voicemail changes for the user.

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

47 340

207

Forward to Voicemail

For IP Office 5.0+, the option To Voicemail is available for Forward unconditional on the User | Forwarding tab within the IP Office configuration. When selected, the Forward Number set for Forward Unconditional is overridden and calls are sent direct to the user's mailbox.

Voicemail Pro Installation and Maintenance Page 91

15-601063 Issue 22e (16 May 2010)IP Office Release 6

The option Forward Hunt Group calls is also overridden if To Voicemail is selected.

Voicemail Pro Installation and Maintenance Page 92

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: IP Office Configuration

2.8.3 User Source Numbers

The Source numbers can be changed for individual users in IP Office Manager. The Source Numbers tab gives a list of Dial In Source Numbers. Several of these numbers can relate to voicemail operation. The source number settings that can be used for Voicemail Pro are:

· V<Caller's ICLID> = Voicemail Trusted Source Access.

Strings prefixed with a v indicate numbers from which access to the user's mailbox is allowed without requiring entry of the mailbox's voicemail code.

· When in Intuity mode users will still have to enter their voicemail code if they use the Messages button on their telephone. However, If they have a button programmed to collect voicemail they can access their mailbox without entering their voicemail code.

· H<Group Name> = Hunt Group Voicemail Indication. Allows the user to receive message waiting indication for new group messages. Enter H followed by the group name, for example HMain for the group Main. See Hunt Group Message Waiting Indication .

· P<Telephone Number> = Voicemail Ringback Number. This entry sets the destination for callback (outbound alert) calls from voicemail. Enter P followed by the telephone number including any necessary external dialing prefix, for example P917325559876. This facility is only available when using Voicemail Pro through which a default Callback or a user specific Callback start point has been configured. This feature is separate from voicemail ringback which alerts the user's own extension.

To add a source number:

Open IP Office Manager.

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

View the Source Numbers tab.

Click Add.

272

Enter the number in the Source Number field at the bottom of the window.

Click OK and save the configuration file.

Voicemail Pro Installation and Maintenance Page 93

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.8.4 Hunt Group Settings

Voicemail can be configured for each hunt group on the IP Office system. This section looks at the basic voicemail settings. For full details of other hunt group operation, see Hunt Group Voicemail .

Voicemail Answer Time

For IP Office 4.0+, the condition under which calls targeted to a hunt group go to voicemail has been changed to a timeout. For calls waiting to be answered, once this timeout expires the call is redirected to voicemail regardless of where it is in the hunt group.

271

Hunt Group Settings

Open IP Office Manager.

In the Navigation pane, click Hunt Group and select the hunt group.

Select the Voicemail tab.

· Voicemail Code / Confirm Voicemail Code Enter a voicemail code between 1-15 digits in the Voicemail Code field. This is required when users retrieve voicemail messages for the hunt group remotely, for example from an extension that is not a member of the hunt group or from an external telephone.

· Use of voicemail email requires the voicemail pro server to have been configured to use either a local MAPI email client or an SMTP email server account. See Voicemail Email Installation .

· The use of voicemail email for the sending (automatic or manual) of email messages with wav files attached should be considered with care. A one-minute message creates a 1MB .wav file.

Voicemail Pro Installation and Maintenance Page 94

15-601063 Issue 22e (16 May 2010)IP Office Release 6

· Users can change their voicemail email mode using visual voice . If the voicemail server is set to IP

Office mode , user can also change their voicemail email mode through the telephone prompts. The

ability to change the voicemail email mode can also be provided in a call flow using a Play

Configuration Menu action or a Generic action.

· If the voicemail server is set to IP Office mode , users can manually forward a message to email.

· Off

If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension.

· Copy

· Forward

· UMS Exchange 2007

· Alert

· Broadcast Select the option Broadcast if you want any voicemail messages left for the hunt group to be forwarded to the mailboxes of the individual group members. The original message in the hunt group mailbox is deleted after being broadcast.

· UMS Web Service (IP Office 5.0+) If selected, the hunt group mailbox can be accessing using UMS via a web browser or an IMAP compatible email application.

Click OK and save the configuration.

Installing Voicemail Pro: IP Office Configuration

334

331

213 187

331

47 340

320

Voicemail Pro Installation and Maintenance Page 95

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.8.5 Voicemail Channel Reservations

By default inbound calls routed from IP Office to voicemail are able to use any available voicemail channels, up to the limit of the number of licensed channels , regardless of how many calls of the same type are already in progress. However, if required, channels can be reserved for different types of inbound calls to the voicemail server.

Voicemail channel reservations can be made for:

· Auto Attendant

· Announcements

· Voice recording

· Mailbox access

· Mandatory voice recording

It is worth checking the voicemail channel reservations if there are problems. If insufficient voicemail channels are available:

· Internal calls to an auto attendant are queued. The call will queue until a resource becomes available.

· Announcements are not heard by the caller, but the call is routed correctly.

· Manual voice recording is activated but no recording is made. The call will continue.

· Users are placed in a queue when trying to access their mailbox access.

· A user with mandatory recording on outgoing calls (internal and external) gets a busy tone.

· A call on a line with mandatory recording set will be barred.

To change voicemail channel reservations:

Open IP Office Manager and the load the configuration.

In the Navigation pane click System and select the system.

2. Click the Voicemail tab.

Amend the channel reservations as required. By default the values are 0.

Voicemail Pro Installation and Maintenance Page 96

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: IP Office Configuration

To view the utilization of voicemail channels:

Open the System Status Application.

1. Click Resources. The System Resources summary is displayed. The following details are displayed:

· The number of voicemail channels available.

· The number of channels in use.

· Congestion information

Channel Restrictions

· The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls

that it can make. These limits are separate for each of the cal types. When a limit is reached, further calls of that type are delayed until one of the existing calls is completed. These limitations are not controlled by Voicemail

Channel Reservation settings.

· Outcalling can use up to 5 channels at any time.

· Conference center invitation calls can use up to 5 channels at any time.

· Callback calls can use up to 2 channels at any time.

· Alarm calls can use up to 2 channels at any time.

Voicemail Pro Installation and Maintenance Page 97

15-601063 Issue 22e (16 May 2010)IP Office Release 6

2.9 Voicemail Pro Preferences

There are two main areas through which Voicemail Pro system preferences are set and configured.

· Voicemail Pro Client

These voicemail server settings are set using the Voicemail Pro client.

· General

General voicemail server settings.

· Directories

101

Set the folder paths for different file locations.

· Housekeeping

103

Set the times for automatic deletion of different types of messages. Also set the default playback order.

· MAPI

102

Select the email mode (MAPI or SMTP) used by the voicemail server for its email functions.

· SNMP Alarm

104

Set the criteria which will cause the voicemail server to send alarms via the IP Office.

· Outcalling

105

Set the default times for outcalling operation and the frequency of outcalling retires.

· VPNM

106

If VPNM is installed and licensed, this tab is available to set the locations of the remote VPNM servers and the mailbox users on those servers.

· Windows Control Panel

109

These settings are set through the Windows Control Panel on the voicemail server PC.

· SMTP Email Settings

112

If SMTP is the selected email mode for the voicemail server, this tab is used to set the SMTP account details for the voicemail server.

· Email Settings

111

Voicemail Pro Installation and Maintenance Page 98

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Installing Voicemail Pro: Voicemail Pro Preferences

2.9.1 System Preferences

A range of voicemail server settings can be set through the Voicemail Pro client.

To change the Voicemail Pro Preferences:

Click the Preferences icon and then choose General or VPNM. Alternatively, from the Administration menu,

1. select Preferences and then choose General or VPNM.

Select the System Preferences tab required.

· General General voicemail server settings.

· Directories Set the folder paths for different file locations.

· Housekeeping

Set the times for automatic deletion of different types of messages. Also set the default playback order.

· MAPI Select the email mode (MAPI or SMTP) used by the voicemail server for its email functions.

· SNMP Alarm Set the criteria which will cause the voicemail server to send alarms via the IP Office.

· Outcalling Set the default times for outcalling operation and the frequency of outcalling retires.

· VPNM If VPNM is installed and licensed, this tab is available to set the locations of the remote VPNM servers and the mailbox users on those servers.

101

103

102

104

105

106

2.9.1.1 General

Although the default IP Office configuration settings allow voicemail to start operating almost immediately, as soon as a voicemail server is running on the LAN, there are some general system preferences that you can set or change.

To set up general system preferences:

Display the main Voicemail Pro window.

1. From the Administration menu, select Preferences > General.

· Client/Server Connection Timeout (mins) The voicemail server only allows one Voicemail Pro client to be connected at a time. This timeout logs out an inactive client, stopping it from preventing another client from connecting.

Voicemail Pro Installation and Maintenance Page 99

15-601063 Issue 22e (16 May 2010)IP Office Release 6

· Default Telephony Interface Select the mailbox operation mode for all mailboxes. The options are IP Office mode or Intuity

331 330

emulation mode.

· Voicemail Password A voicemail password is optional for the voicemail server is optional. If you set a password here, it must match the Voicemail Password configured within the IP Office's security settings. See Identifying the Voicemail Server

PC .

· Min. Message Length (secs) (Voicemail Pro 5.0+) By default the minimum message length is 3 seconds in IP Office mailbox mode, 0 seconds in Intuity emulation mode. This field allows the minimum length to be set between 0 and 10 seconds. Messages under this length are deleted immediately.

· Max. Message Length (secs) This value sets the maximum length for messages. The default message length is 120 seconds. The maximum message length is 3600 seconds (60 minutes). 1 minute equals approximately 1MB of disk space.

· Max. Call\VRL Record Length (secs), This value sets the maximum recording time for recorded calls. The default and maximum length is 3600 seconds (60 minutes).

· Play Advice on Call Recording If selected, an advice warning is played whenever call recording is started advising the callers that their call is being recorded. This may be a legal requirement in some countries and so should not be disabled without checking first.

· System Fax Number box, type the number of the general fax machine to which all incoming faxes should be directed. If a fax board is being used, this number must match the number of the extension that is connected to the fax board of the fax server PC. See Setting the Voicemail Pro System Fax Number .

390

· Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number. As the system administrator, you still need to set a system fax number to enable mailbox owners to override it with their preferred personal fax number. Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to the mailbox owner's personal fax number, if one has been set. For information mailbox owners should read the Intuity Mailbox User Guide.

· If your fax system requires prefix addressing, for example the C3000 fax server, do not type a fax number in the System Fax Number box. Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient. For example, if the prefix were 55, a fax message for extension 201 would have the prefix of 55 automatically added so that the complete number would become 55201.

· System Fax Number By default fax detection is not enabled when Voicemail Pro is first installed. When fax detection is enabled, any fax calls that are left in a voicemail mailbox, are redirected to this system fax number.

· Use as a Prefix

If your fax system does not use prefix addressing, leave this box unchecked. For this feature to work, you also need to set up a short code.

· Enable Fax Sub-Addressing Most fax servers perform fax forwarding based on DTMF signaling received with the fax call. Check the Enable Fax Sub-Addressing box so that the DTMF signal is passed to the fax server after the call has been answered so that the fax can be forwarded to the email address of the intended recipient.

Click OK.

Click Save and Make Live and select Yes.

Voicemail Pro Installation and Maintenance Page 100

15-601063 Issue 22e (16 May 2010)IP Office Release 6

Avaya IP Office User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Centralized Voicemail

Create a voicemail user account. See Creating a Voicemail User Account

Hunt Group Settings

· General General voicemail server settings.