Avaya IP Office User Manual

IP Office

Voicemail Pro Installation

EN-S Issue 01b - (20 June 2011)

© 2011 AVAYA All Rights Reserved.

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Voicemail Pro Installation Page 2

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Contents

Voicemail Pro1.

..................................................................... 91.1 Supported Languages

..................................................................... 101.2 Licenses

..................................................................... 111.3 Number of Simultaneous Users

Windows Server Installation2.

..................................................................... 142.1 General Installation Requirements

............................................................................ 152.1.1 PC Specification

............................................................................ 182.1.2 Virtual Server Support

............................................................................ 182.1.3 Single Server Support

............................................................................ 192.1.4 Network Requirements

............................................................................ 202.1.5 Disk Space Requirements

............................................................................ 202.1.6 Web Server Operation

............................................................................ 202.1.7 ContactStore Operation

..................................................................... 212.2 Server/Client Installation

............................................................................ 242.2.1 Modifying the Installed Components

............................................................................ 252.2.2 Web Campaigns Installation

............................................................................ 262.2.3 The Voicemail Pro Services

..................................................................... 282.3 Upgrading

............................................................................ 282.3.1 Upgrade from below version 3.2

............................................................................ 292.3.2 Upgrade from Version 3.2+

............................................................................ 302.3.3 Upgrade to Voicemail Pro

..................................................................... 312.4 UMS Web Services

............................................................................ 322.4.1 IMAP Installation

............................................................................ 352.4.2 Web Voicemail Installation

............................................................................ 412.4.3 Exchange 2007 Installation

..................................................................... 462.5 Voicemail Email

............................................................................ 472.5.1 SMTP Setup

............................................................................ 502.5.2 MAPI Setup

............................................................................ 602.5.3 Voicemail Email Operation

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

............................................................................ 642.6.1 Installing Generic Text to Speech

............................................................................ 642.6.2 Installing Avaya Text to Speech

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

..................................................................... 662.7 Troubleshooting

............................................................................ 662.7.1 Checking the Voicemail Pro Service

............................................................................ 682.7.2 Voicemail Pro User Log

............................................................................ 692.7.3 Tracing in Debug

............................................................................ 702.7.4 The Voicemail Console

Contents

..................................................................... 895.6 Voicemail Channel Reservations

System Preferences6.

..................................................................... 936.1 General

..................................................................... 956.2 Directories

..................................................................... 966.3 Email

............................................................................ 966.3.1 MAPI

............................................................................ 966.3.2 SMTP Sender

............................................................................ 1006.3.3 SMTP Receiver

..................................................................... 1026.4 Housekeeping

..................................................................... 1046.5 SNMP Alarm

..................................................................... 1056.6 Outcalling

..................................................................... 1076.7 VPNM

Centralized Voicemail Pro7.

..................................................................... 1137.1 Centralized Voicemail

..................................................................... 1147.2 Fallback IP Office Control

..................................................................... 1157.3 Backup Voicemail Server Operation

..................................................................... 1177.4 Distributed Voicemail Servers

..................................................................... 1197.5 Combined Options

..................................................................... 1217.6 Installation Notes

SMTP Logging8.

...............................................................................131Index

Linux Server Installation3.
Using the Voicemail Pro Client4.

..................................................................... 754.1 Logging in to the Server

..................................................................... 774.2 Confirm Call Flow Download Window

..................................................................... 774.3 Continue Offline Message Window

..................................................................... 784.4 Saving Changes and Making them Live

..................................................................... 784.5 Logging Out

..................................................................... 784.6 Closing Down

IP Office Configuration5.

..................................................................... 815.1 User and Group Mailboxes

..................................................................... 825.2 System Settings

..................................................................... 845.3 User Voicemail Settings

..................................................................... 865.4 User Source Numbers

..................................................................... 875.5 Hunt Group Settings

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Chapter 1.

Voicemail Pro

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Voicemail Pro:

1. Voicemail Pro

The Voicemail Pro service uses a number of components. The diagram illustrates a Voicemail Pro system with some of the
setup options.

· IP Office Telephone System

The Voicemail Pro licenses are entered into the configuration of the IP Office telephone system. The licenses are
required to activate Voicemail Pro and some specific voicemail 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.

· Voicemail Pro Server

The Voicemail Pro service is installed onto a server PC. This becomes the PC where messages and other data are
stored for the mailboxes and services provided by Voicemail Pro. The server can be a Windows or Linux based
server.

· Multiple Servers

There are a number of scenarios where multiple Voicemail Pro servers can be supported. For example to
provide a backup voicemail server or to support multiple IP Office systems in a network. See Centralized

Voicemail Pro .

· Voicemail Pro Client

The Voicemail Pro Client is used to administer the Voicemail Pro service. The client is a Windows application that
can be installed on another computer to allow remote administration of the server. Only one client can connect to
the server at any time.

· The version of Voicemail Pro client used with a Voicemail Pro server should match. If the Voicemail Pro client is

used to load a call flow from an earlier version of Voicemail Pro server, you will be warned that if you edit the
call flow you will not be able to save it back to the original server. If the client is used to load a call flow from a
later version of Voicemail Pro server it will stop the action and prompt that the call flow cannot be loaded.

· Telephone Extension

For internal extensions, the voicemail server provides message waiting indication. This is done automatically for the
phone user's own mailbox. However, the user can be configured to also receive message waiting indication for
other hunt group 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 user's computer. This can be by web browser, IMAP email account, Exchange 2007 email account
and various other options.

· 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.

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· 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 for IP Office 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.

· Installation of ContactStore for IP Office is covered in its own separate installation manual. It is recommended

that Voicemail Pro installation is completed and tested before the additional installation of ContactStore for IP
Office.

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Voicemail Pro:

Language

WAV

Folder

Fallback Selection

TTS 5.0

Brazilian Portuguese

ptb

> pt > en.

Chinese (Cantonese)

zzh

> en > enu.

Chinese (Madarin)

ch

> en > enu.

Danish

da

> en.

Dutch

nl

> en.

English UK

en

en.

English US

enu

> en.

Finnish

fi

> en.

French

fr

> frc > en.

French Canadian

frc

> fr > enu > en.

German

de

> en.

Greek

el

> en.

Hungarian

hu

> en.

Italian

it

> en.

Korean:

ko

> en.

Latin Spanish

eso

> es > enu > en.

Norwegian

no

> en.

Polish

pl

> en.

Portuguese

pt

> ptb > en.

Russian

ru

> en.

Spanish

es

> eso > en.

Swedish

sv

> 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.

1.1 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.

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.

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1.2 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]

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

When connected to a Voicemail Pro server using the Voicemail Pro client, the client's Help | About screen can be used to
check the details of which IP Office system the voicemail server is working and the licenses it has received from that IP
Office.

Note that the licenses issued are unique to the FK serial number of the IP Office system. Licenses cannot be transferred
between systems. For IP Office Release 6 and higher, support for Voicemail Pro is enable by the addition of a Preferred
Edition license.

· Preferred Edition (Voicemail Pro) :

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

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

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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Voicemail Pro: Licenses

IP Office System

Maximum calls for

Voicemail Pro

IP500

40

IP500 V2

40

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.

1.3 Number of Simultaneous Users

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

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.

Windows Server Installation

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2. Windows Server Installation

This section covers the installation of the Voicemail Pro server onto a Windows server PC. Voicemail Pro 7.0 can be
installed with the following IP Office systems running IP Office Release 7.0 software:

· IP Office 500

· IP Office 500v2

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.

· Licenses based on the serial number of the IP Office systems Feature Key. These 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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Windows Server Installation: General Installation Requirements

Source

DVD

IP Office 7.0 Application DVD (Disk 1)

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.

3.

11

9

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.

3.

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EN-S Issue 01b (20 June 2011)IP Office

Basic Voicemail Pro

Minimum PC Requirements

RAM

256MB

Hard Disk Free Space

2GB*

Processor:

- Pentium

P4 1.4GHz

- Celeron

Any 1.7GHz

- AMD

Any 1.4GHz.

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

Operating System Support

Server OS:

Service

Client

2003 Server

2008 Server

Client OS:

XP Professional

Vista

Windows 7

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:

Service

Client

2003 Server

2008 Server

Client OS:

XP Professional

Vista

Windows 7

Minimum PC Requirements: Basic Voicemail Pro

RAM

512MB

Hard Disk Free Space

20GB*

Processor:

- Pentium

P4 2.8GHz

- Celeron

Not tested.

- AMD

Athlon XP 3000+, Athlon 64

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

*Generic TTS only. The current ScanSoft TTS provided with
Voicemail Pro is not supported on Vista.

Operating System Support

Server OS:

Service

Client

2003 Server

2008 Server

Client OS:

XP Professional

Vista

Windows 7

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.

· UMS Web Voicemail will install PHP if 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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Windows Server Installation: General Installation Requirements

Port Number

Type

Description

25

TCP

Used to listen for SMTP connections.

37

UDP

Used to receive time requests (RFC 868).

143

TCP

Used to service IMAP4 requests.

50791

UDP

Used to receive requests from IP Office PBX.

TCP

Used to receive requests fromone-X Portal for IP Office.

50791

TCP

Used to receive connections from Voicemail Pro client.

Ports

The Voicemail Pro service uses the following ports.

Note that additional ports may be used for connection to services such as 3rd party database or Microsoft Exchange.

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2.1.2 Virtual Server Support

Voicemail Pro

Customer Call

Reporter

one-X Portal for IP

Office

Minimum IP

Office Release

Minimum PC
Specification

1.

16 Ports

150 Agents

–

Release 5.0

As per each
application.

2.

8 Ports
(4 TTS)

–

50 Simultaneous

users.

Release 6.0

2GHz Dual Core, 4GB
RAM, Windows 2008
Server (32 or 64-bit).

3.

8 Ports
(4 TTS)

30 Agents

50 Simultaneous

users.

Release 6.0

2GHz Quad Core, 6GB
RAM, Windows 2008
64-bit.

CCR run in Windows
2003 on a virtual
server.

4.

16 ports

(8 TTS)

50 Agents

150 Simultaneous

users.

Release 6.0

Operation of IP Office server applications, including Voicemail Pro, is supported using the following virtual servers.

· VMWare Server.

· Microsoft Virtual Server 2005 R2.

· Microsoft Server Hyper-V.

2.1.3 Single Server Support

The following scenarios are supported for combining IP Office server applications onto a single Windows server PC.

In all cases, the individual requirements of each application as if installed on a separate server are still applicable. Also,
depending on the application combination, additional restrictions and requirements may be applied as detailed below.

· Voicemail Pro includes UMS, VB Scripting and 3rd party database operation. It also includes the installation of

ContactStore if required.

· Both ContactStore and one-X Portal for IP Office use Tomcat servers as part of the application. For scenarios with

both installed, the redirect port setting of the ContactStore's Tomcat server should be configured to a port other
than 8080.

· The supported virtual servers are:

· VMWare Server.

· Microsoft Virtual Server 2005 R2.

· Microsoft Server Hyper-V.

· When used in a virtual server configuration, Customer Call Reporter and one-X Portal each require a 2GB RAM

virtual machine. Voicemail Pro and ContactStore each require a 1GB RAM virtual machine.

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Windows Server Installation: General Installation Requirements

2.1.4 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:

· 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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EN-S Issue 01b (20 June 2011)IP Office

2.1.5 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.

2.1.6 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.

2.1.7 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.

10

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EN-S Issue 01b (20 June 2011)IP Office

Windows Server Installation: General Installation Requirements

Component

Sub Component

Installation Type

Notes

Client

Compa

ct

Typica

l

Custo

m

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.

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 for Windows 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

1.
account must have full administrator rights to the server PC.

Recommendation

2.
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

3.
Valid.

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

4.
completed:

· Web Campaigns Installation

· Voicemail Email Installation

· UMS Web Voicemail

31

· IMAP Installation

· Web Voicemail Installation

· Exchange 2007 Installation

· Centralized Voicemail Pro

· Installing Text to Speech Features

25

46

32

35

41

112

63

10

· 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.

3.

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EN-S Issue 01b (20 June 2011)IP Office

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.

1.

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

2.
affect the language prompts that are installed.

Select the language for the installation process. Click OK.

3.

The Preparing Installation menu is displayed.

4.

· 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.

6.

· 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.

4.

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EN-S Issue 01b (20 June 2011)IP Office

Windows Server Installation: 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

31

· IMAP Installation

· Web Voicemail Installation

· Exchange 2007 Installation

· Centralized Voicemail Pro

· Installing Text to Speech Features

25

46

32

35

41

112

63

Initial Configuration

Following installation of the server and client, you should check operation by using the client to connect to the server.

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

1.
opens.

Change the default remote administrator account details:

2.

In the navigation panel, click on Voicemail Pro Administrators. There should be one account called

a.

Administrator.

Double-click on the account (or right click and select Modify).

b.

Change the Password and Confirm Password to a new value than the default (Administrator).

c.

Initialize the server call flow:

3.

Click the Save and Make Live icon.

a.

Select Yes. The file root.vmp is created on the server. This is the compiled non-editable version of the call

b.

flow that is used by the server.

Voicemail operation can now be tested from an extension by dialing *17.

c.

You can now start configuring the operation of the voicemail server, for example changing the system preferences

4.

92

.

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EN-S Issue 01b (20 June 2011)IP Office

2.2.1 Modifying the Installed Components

Start the Windows Control Panel.

1.

Select Add and Remove Programs.

2.

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

3.

Click on Change.

4.

Select Modify and click Next.

5.

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

6.

Select the additional components required for the installation.

7.

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

8.

Click Next.

9.

The process continues are a normal installation .

10.

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EN-S Issue 01b (20 June 2011)IP Office

Windows Server Installation: 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.

1.

· 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:

3.

· 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:

4.

· 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.

4.

· 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.

5.

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

6.

· 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.

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EN-S Issue 01b (20 June 2011)IP Office

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.

2.

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.

Close Services.

4.

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.

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EN-S Issue 01b (20 June 2011)IP Office

Windows Server Installation: 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.

2.

@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.

3.

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EN-S Issue 01b (20 June 2011)IP Office

2.3 Upgrading

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

1.

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.

6.

Back up the Registry

2.

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

3.

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

6.

Finish.

Restore the Registry

4.

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

5.

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

30

28

29

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Windows Server Installation: Upgrading

Restore the Database

6.

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.

9.

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.

9.

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.

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EN-S Issue 01b (20 June 2011)IP Office

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

1.

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.

9.

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

2.

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

3.

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.

4.

Copy all sub-folders and files in that folder.

5.

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

6.

existing folders.

Select the Mailbox Mode.

7.

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.

1.

14

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.

4.

Click Save & Make Live.

5.

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.

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