Avaya IP Office User Manual

IP Office Release 6

Voicemail Pro Installation and Maintenance

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

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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.

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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

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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

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..................................................................... 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

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..................................................................... 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

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Chapter 1.

Voicemail Pro

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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.

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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.

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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.

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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.

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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 .

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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.

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Chapter 2.

Installing Voicemail Pro

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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.

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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.

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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.

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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

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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.

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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.

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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.

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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.

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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.

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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

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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.

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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.

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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

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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.

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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.

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