Avaya IP Office Voicemail User Manual

IP Office

Voicemail

40DHB0002USAV Issue 4 (12/10/2001)

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IP Office 40DHB0002USAV Issue 4 (12/10/2001)

Voicemail............................................................................................................... 3

Introduction to Voicemail ............................................................................................................................ 3

Voicemail Pro ............................................................................................................................................. 3

Installation............................................................................................................. 4

Voicemail Server Installation Requirements............................................................................................... 4

Installation .................................................................................................................................................. 5

PBX Configuration ...................................................................................................................................... 6

User Configuration...................................................................................................................................... 7

User Source Number Configuration ........................................................................................................... 8

Hunt Group Configuration........................................................................................................................... 9

Queuing....................................................................................................................................................................10

The Voicemail Lite Console...................................................................................................................... 10

Using Voicemail.................................................................................................. 11

Call Routing .............................................................................................................................................. 11

Accessing Voicemail................................................................................................................................. 11

Voicemail Help Menu................................................................................................................................ 12

Dialpad Key Commands........................................................................................................................... 13

Change a Greeting Message.................................................................................................................... 14

Forwarding Options .................................................................................................................................. 15

Voicemail Reception................................................................................................................................. 16

Transfer a call to Voicemail ...................................................................................................................... 16

Integration with Email ............................................................................................................................... 16

Using Voicemail to Give Error Messages ................................................................................................. 17

Accessing Voicemail Remotely......................................................................... 18

Remote Access Voicemail Code .............................................................................................................. 18

Access from Another Extension ............................................................................................................... 18

Direct Access from Any Extension for All Users....................................................................................... 18

Direct Access from Any Extension for a Specific User ............................................................................. 18

Direct Access from an Extension Recognized by the Voicemail Server................................................... 18

Accessing Voicemail from an External Location....................................................................................... 19

Direct Access from an External Location Recognized by the Voicemail Server....................................... 19

Hunt Groups........................................................................................................ 20

Hunt Group Voicemail .............................................................................................................................. 20

Accessing Hunt Group Voicemail ............................................................................................................. 20

Voicemail Ringback .................................................................................................................................. 20

Out of Hours ............................................................................................................................................. 20

Edit Hunt Group Greeting Messages........................................................................................................ 21

Queuing....................................................................................................................................................................21

Glossary of Terms .............................................................................................. 22

Index .................................................................................................................... 23

Contents

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Voicemail

Introduction to Voicemail

This document covers the installation and usage of Voicemail Lite.
Voicemail Lite consists of a Voicemail Lite Server application.

This application is installed onto a server PC connected to the PBX via the
LAN. Once installed and communicating with the PBX, the Voicemail Lite
Server automatically creates mailboxes for all users and groups on the
PBX.

Whenever the PBX is rebooted, the Voicemail Lite Server matches
changes to the PBX configuration.

• Maximum Message Length = 60 seconds.
The Voicemail Lite is restricted to a maximum message length of 60
seconds for any message.

• Automatic Message Deletion
Messages are automatically deleted from the server 24 hours after being
played unless set as saved by the mailbox user.

Voicemail Pro

Voicemail Pro supports all the features of the standard Voicemail Lite
Sever. It also supports a range of additional features including:

• Installation as an NT/Windows 2000 service.

• Variable maximum message length.

• Support for a server password, which must be mirrored on the PBX for

greater access security.

• The programming interface for Voicemail Pro allows customisation of the
voicemail features and options presented to selected, users, group and
short codes.

• Support for more simultaneous voice channels.

The installation and use of Voicemail Pro is covered in separate
documentation. However, since the Voicemail Pro Server supports all the
features of the Voicemail Lite Server, much of this document is still
applicable.

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Installation

Voicemail Server Installation Requirements

Check the following requirements before installing the voicemail software
onto the voicemail server PC.

PC

The PC used as the voicemail server should be:

• A Windows 9x or Windows NT4 or higher PC.

• A Pentium 166MHz or higher.

• It is strongly recommended that the server PC is dedicated to this task

and is located in a non-public area.

Network

The PC should be configured and tested for TCP/IP networking.

• It is preferable that it is on the same network segment as the PBX.

• The PC should have a fixed IP address. While PC's in a DHCP network

usually retain the same IP address between reboots this is not
guaranteed.

• If the PBX is acting as a DHCP server, in default it will use

addresses up to 192.168.42.200 for DHCP, leaving higher
addresses free for devices that require fixed IP addresses.

Disk Space

The Voicemail Server installation requires 170MB of disk space, however
you should note that recorded messages consume about 1MB of disk
space per minute.

• For a small office, you can expect to require at least 200 minutes of
message recording space, ie. 200 MB.

• For a busy environment you can expect to require at least 1,000 minutes
of message recording space, ie. 1Gbyte.

Email Connection

If the Voicemail Server PC has a MAPI compliant email client program, that
program can be used for voicemail to email functions. Sending an email
directly from the email client program tests email connectivity.

• Outlook 97/98 supports MAPI.

• Outlook Express can be configured to enable MAPI.

Number of Simultaneous Users

All connections to the voicemail server from the PBX are via the LAN. The
maximum number of simultaneous voicemail connections depends on the
PBX.

• IP 401: Maximum of 2 data channels for Voicemail Lite.

• IP 403: Maximum of 4 data channels for Voicemail Lite.

• IP 406: Maximum of 4 data channels for Voicemail Lite.

• IP 412: Maximum of 4 data channels for Voicemail Lite.

• Note that the PBX may support a higher number of data channels. The

figure above are the maximum that can be assigned to voicemail
operation. Note also that data channels can be used for other purposes,
which may reduce the number available for voicemail at any time.

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Installation

1. Ensure that there are no versions of Voicemail Server already installed
on the PC.

• After uninstalling any existing versions, always reboot the PC before

proceeding to install the new version. Uninstalling an old version
will not delete existing messages, greetings and registry entries.

2. Ensure that the date and time on the server PC are correct. Once
installed, the Voicemail Server acts as the time source for the PBX.

3. Simply run setup from the Admin CD and follow the instructions. Select
Voicemail from the list of installable components.

4. Add a shortcut to the vmlite.exe file to the PC StartUp folder. Then
restart the PC.

5. Following the restart, the Voicemail Console should be visible in the
Taskbar. If you open the Voicemail Console is should show a series of
messages as it communicates with the PBX and sets up mailboxes for
the users and groups on the PBX.

• For details of the Voicemail Console screen see "The Voicemail Lite

Console" on page 10.

6. You can now proceed with configuring the PBX to use the Voicemail
Server, see "PBX Configuration" on page 6.

7. At an extension, dial *17 (the default short code to access the
extensions Voicemail), you should see response in the Voicemail
Console and hear the Voicemail through the extension.

8. Minimize the Voicemail Console. Do not close the Voicemail Console as
that stops the Voicemail Server and all voicemail operation.

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PBX Configuration

The PBX must be configured to recognize which PC is acting as the
Voicemail Server. The PBX is configured via the Manager application and
these settings can be found in the Voicemail tab of the System
configuration form.

1. Start the Manager program and load the system's current configuration.

2. Select System and then the Voicemail tab. Check the following
settings:

• Voicemail Type:

Select PC for Voicemail Lite operation.

• Voicemail Destination:

Not used for Voicemail Lite.

• Voicemail IP Address :

Enter the IP address of the PC on which the Voicemail Server is
running. This may be set to 255.255.255.255 (a broadcast address)
if there is only one Voicemail Server on the network.

• Voicemail Password/Confirm Password :

Only used by Voicemail Pro, leave blank.

3. In the Telephony tab, check that the Default Allocated Answer
Interval is greater than 7 seconds.

4. Save the new configuration and then upload it to the PBX.

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User Configuration

The following options are configured via the Voicemail tab for each
individual User within Manager.

• Voicemail Code: Default = Blank

A code (1-7 digits) used by the Voicemail Server to validate access to
this User's Voicemail box. This is required when users retrieve
Voicemail messages remotely, ie. from another user's extension or from
an external telephone, eg. a cell phone. If remote access is attempted
and a Voicemail Code has not been configured the message "Remote
access is not configured on this mailbox" will be played.

• Confirm Voicemail Code:
The Voicemail Code must be retyped to ensure it has been correctly
entered.

• Voicemail Email: Default = Blank
When a new Voicemail message is received by the user, the WAV file
created can be sent to an email account. Enter the email address to be
used by the Voicemail Server, eg. [e-mail]. This address is
passed to the MAPI interface on the Voicemail Server, see "Integration
with Email" on page 16.

• Voicemail Reception: Default = Blank
When connected to a User's Voicemail the caller can press 0 to be
transferred to either an internal number, eg. Reception or to an external
number, eg. a cell phone. Enter here the telephone number to be used.
The User should announce this facility in their greeting message, eg.
"John Smith is not available today, you may leave a message or press 0
for Reception".

• Note: that this transfer is a "blind" transfer, and if "reception" is busy,
with no call queuing configured, the caller will have no further
options and will be put through to Voicemail.

• Voicemail On: Default = On
Controls if Voicemail is available for this extension.

• Voicemail Help: Default = Off
When retrieving Voicemail messages users can be given a recorded
message helping them to use the Voicemail facility - "For help at any
time press 8." This option will turn this facility on or off.

• Voicemail Ringback: Default = On
If enabled and a new message has been received, the Voicemail server
will call the User's extension to attempt to deliver the message each
time the telephone is put down. Voicemail will not ring the extension
more than once every 30 seconds.

• Voicemail Email Mode: Default = Off
Controls the method of operation of Voicemail Email above.

• Off: Do not automatically send a new message to the email account

• Copy: Copy all messages to the email account

• Forward: Forward all messages to the email account and delete

from the Voicemail Server.

• Alert: Send an email message without attaching the Voicemail file.

This may be used with Email gateways to Pagers.

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User Source Number Configuration

This tab in the User form gives a list of Dial In Source Numbers.

• Telephone Number: Default = V plus own extension number
Right-click within the Telephone Number box and select Add.

• V = Voicemail access

To allow a User to collect Voicemail without being prompted for their
Voicemail Code, prefix the number with a "V", eg. V201, or
V7325551234. By default, each user is configured with their
extension as a "trusted location" which enables them to dial *17
(default) from their own extension to collect Voicemail messages.

• H = Voicemail Ringback for a Hunt Group

To instruct the Voicemail Server to call the user when a new
message has arrived for a Hunt Group prefix the Hunt Group name
with a "H", eg. HSales

• P = Voicemail Ringback to any location

To instruct the VoiceMail Server to call the user at a location other
than his own extension when a new message is received, prefix the
number with a "P", eg. P7325551234. This facility is only available
when using VoiceMail Pro through which the user must have a
Callback start point setup.