Mitel MiVoice Office 250 Administration Manual
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Mitel MiVoice Office 250 Administration Manual

Unified voice messaging
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MiVoice Office 250
UNIFIED VOICE MESSAGING ADMINISTRATION GUIDE
RELEASE 6.3

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Summary of Contents for Mitel MiVoice Office 250

  • Page 1 MiVoice Office 250 UNIFIED VOICE MESSAGING ADMINISTRATION GUIDE RELEASE 6.3...
  • Page 2 ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes.
  • Page 3 Unified Voice Messaging and Enterprise Messaging ® Administrator Quick Reference Guide This guide provides information for frequently used voice mail administration features. For more information about these and other features, refer to the main Unified Voice Messaging and Enterprise Messaging Administrator Guide. Voice Mail Administrator Features Maintenance You can use the voice mail administrator mailbox to...
  • Page 4 At any menu level, press or say “Cancel” to cancel or return to the previous menu or press # or say “Accept” to accept. Also, ASR commands are indicated in the quotation marks. ADMINISTRATOR MAILBOX MENU ACCESSING THE SYSTEM ADMINISTRATOR’S MAILBOX “Broadcast Message”...

  • Page 5: Table Of Contents

    MiVoice Office 250 v6.2 SP2 New Features ........
  • Page 6 MiVoice Office 250 Installation and Administration Guide Other Enhancements ............. 9 More Features in Release 6.2 .
  • Page 7 Table of Contents Creating Custom Audiotex Recordings 33 Assigning Audiotex Recordings to System Extension Numbers 34 Importing a wav Audio File 35 Removing a wav Audio File 35 Fax Import Feature 36 Alarms 38 Voice Processing Alarms 38 Responding to Alarms 38 Clearing Alarms 39 Appendix A: Reference...
  • Page 8 MiVoice Office 250 Installation and Administration Guide...
  • Page 9 CHAPTER 1 NEW FEATURES...

  • Page 10: Introduction

    Features and Programming Guide Introduction This chapter lists new features related to the MiVoice Office 250 voice mail administration. System Documentation Resources MiVoice Office 250 documentation includes the following resources: • Mitel MiVoice Office 250 Features and Programming Guide •...

  • Page 11: Mivoice Office 250 V6.3 New Features

    MiVoice Office 250 when equipped with the 6.3 software release. CloudLink with MiVoice Office 250 The CloudLink Gateway can be connected to the MiVoice Office 250 with SIP trunks. It allows MiVoice Office 250 Users (with DEE) to include their Mobile Device on which the OfficeLink App is installed.

  • Page 12: Direct Page

    Release Key Actual desktop phones on MiVoice Office 250 do not have the old “infinity key” to release a call with a simple keyclick. For example, a receptionist with a headset still had to use the hook in the cradle of the desktop phone to release calls.

  • Page 13: Notification Of No Primary Or Local Attendant Configured

    Improvements have been made to the existing Firewall, including the ability to save and restore settings. Firewall configuration options have been extended to include the PS-1 when equipped with the MiVoice Office 250 6.3 software release. Discontinuation of UCX (Unified Communicator Express) Unified Communicator Express was discontinued in May 2015.

  • Page 14: Mivoice Office 250 V6.2 Sp2 New Features

    The MiVoice Office 250 v6.2 SP2 has included a series of fixes to prevent the Dirty COW vulnerabilities from affecting the system. New PS1 Hardware Server The R230 Server supports the MiVoice Office 250 PS1 software, and it is capable of running the 32-bit Debian 4.0 based distribution with the MiVoice Office 250 components.

  • Page 15: Mivoice Office 250 V6.2 Sp1 New Features

    The watchdog monitors activity of call processing. If call processing does not respond to the watchdog every 30 seconds, it will restart the MiVoice Office 250 system. New Logs are in the cp_watchdog_observer_log.txt file available in SysAdmin and Admin Web Portal (AWP).

  • Page 16: Mivoice Office 250 V6.2 New Features

    Import Audio Files for Audiotex Recording Enhancement Audiotex Recordings are custom recordings used by the MiVoice Office 250 Unified Voice Messaging (UVM) applications like the Auto Attendant (AA) and Call Routing Announcement (CRA) features.

  • Page 17: Mivoice 5624 Wireless Phone Support

    The MiVoice 5624 Wireless Phone is Mitel’s first VoWiFi (Voice over Wi-Fi) handset operating on 802.11n network; it supports the deployment of voice over a Wireless LAN (WLAN) without degrading the performance of an existing .11n network capacity.

  • Page 18: Group Pickup Enhancement

    Assigning a Park/Pickup key to a Hunt Group destination is an enhancement to the existing Group Pick-up feature, allowing Group Pick-up using a single key press, whilst also allowing for a visual indication. Other Enhancements MiVoice Office 250 Release 6.2 supports Exchange 2016...

  • Page 19: Chapter 2 : Overview

    CHAPTER 2 OVERVIEW...
  • Page 20 MiVoice Office 250 Unified Voice Messaging Administration Guide...

  • Page 22: Introduction

    Your system administrator may be on site, or you may rely on your local Mitel provider (the company that installed your phone system and now services it) for system administration. All sales, service, and technical support are handled at the local level by your authorized Mitel pro- vider.

  • Page 23: Previous Software And Hardware Versions

    Introduction Previous Software and Hardware Versions This guide provides instructions for MiVoice Office 250 v6.1 software. You may find that some features referenced in this guide do not apply to your system. For more information, refer to the hardware or software manuals for your product or software version. Contact your local authorized Mitel provider (the company that installed your phone system and now services it) for more information.

  • Page 24: System Networks And Nodes

    MiVoice Office 250 Unified Voice Messaging Administration Guide System Networks and Nodes Two or more MiVoice Office 250 systems can be connected to form a network, providing a seamless interface between the systems. For example, a MiVoice Office 250 system in Phoenix, Arizona can be connected to another MiVoice Office 250 system in Tampa, Florida.

  • Page 25: Multicultural English References

    Multicultural English References Multicultural English References This guide is intended for audiences in the United States (U.S.) and in the European market, which includes the United Kingdom (U.K.). Because of this dual support, dual references are made to industry features, standards, and jargon, as appropriate throughout the document. For the purposes of this administrator guide, British English terms are assumed to apply to other English-speaking European cultures, as well.
  • Page 26 MiVoice Office 250 Unified Voice Messaging Administration Guide...
  • Page 27 CHAPTER 3 VOICE MAIL ADMINISTRATION...

  • Page 28: Voice Mail Administration

    Unified Voice Messaging (UVM) voice mail system. Because various voice mail products work with the MiVoice Office 250, this guide does not include voice mail subscriber (user) feature instructions. Refer to the appropriate voice mail user guide for your system for feature descriptions and instructions: •...
  • Page 29 Voice Mail Administration...

  • Page 30: Automatic Speech Recognition (Asr)

    MiVoice Office 250 Unified Voice Messaging Administration Guide • Create and select custom audiotex recordings. See “Creating Audiotex Recordings” on page 32. • Configure settings to import fax documents. See “Fax Import Feature” on page 36. Automatic Speech Recognition (ASR) You can use ASR to issue voice commands instead of pressing dial pad buttons for voice mail options.
  • Page 31 Voice Mail Administration • Voice Mail: Handles all calls that are di- Call to Voice Mail application rected to Voice Mail placed by subscribers and nonsubscribers. Callers Voice mail answers and plays a greeting followed by a menu of hear the main company greeting, fol- options.

  • Page 32: Administrator Account Voice Mail Flowchart

    MiVoice Office 250 Unified Voice Messaging Administration Guide Administrator Account Voice Mail Flowchart At any menu level, press * or say “Cancel” to cancel or return to the previous menu or press # or say “Accept” to accept. Also, ASR commands are indicated in the quotation marks.
  • Page 33 Administrator Account Voice Mail Flowchart ADMINISTRATOR MAILBOX MENU ACCESSING THE SYSTEM ADMINISTRATOR’S MAILBOX “Broadcast Message” SENDING A MESSAGE • Do one of the following: “Mailbox Maintenance” During your message: – Press the MSG button to respond to Recording “Options” Pause a message from voice mail.

  • Page 34: Administrator Mailbox

    MiVoice Office 250 Unified Voice Messaging Administration Guide Administrator Mailbox A system administrator’s mailbox is defined to allow recording custom Audiotex recordings for voice processor applications created in Applications Programming, broadcasting messages to all subscribers, and performing Mailbox and Group List maintenance.
  • Page 35 Administrator Mailbox To access the administrator mailbox: 1. Dial the voice mail access number. 2. Press or say “Login” to identify yourself as a subscriber. 3. Type or say the administrator mailbox number. 4. Type the passcode, and then press #. 5.

  • Page 36: Subscriber Account Maintenance

    MiVoice Office 250 Unified Voice Messaging Administration Guide Subscriber Account Maintenance You can perform mailbox maintenance for other system subscribers. For feature descriptions and instructions, refer to the appropriate voice mail user guide. For example, for the subscriber features for this guide, refer to the Unified Voice Messaging and Embedded Voice Mail Card User Guide, part number 835.3205.

  • Page 37: Accessing Other Subscriber Accounts

    Subscriber Account Maintenance Accessing Other Subscriber Accounts To make changes, you must first log on to the account. To log on to another subscriber’s account: 1. Access the administrator mailbox. See page 27 for instructions. 2. Press 2 or say “Mailbox Maintenance” to access the Mailbox/Group List Maintenance option.

  • Page 38: System Recordings

    MiVoice Office 250 Unified Voice Messaging Administration Guide System Recordings The following sections describe administrator recording options. Recording a Broadcast Message You can make a single recorded message and send it to all Standard and Receive-Only mailboxes. Extension IDs do not receive Broadcast Messages. If applicable, contact your system administrator for more information about Standard and Receive-Only mailboxes and Extension IDs.

  • Page 39: Recording Custom System Voice Mail Prompts

    System Recordings 4. After the tone, record the name for the selected list, and then press #. You have the following options: • Press # or say “Accept” to accept the name. • Press 1 or say “Replay” to replay the name you just recorded. •...

  • Page 40: Creating Audiotex Recordings

    MiVoice Office 250 Unified Voice Messaging Administration Guide 8. When you have finished recording, you have the following options: • Press 1 or say “Replay” to replay the recording. • Press 2 or say “Append” to add to the message.

  • Page 41: Creating Custom Audiotex Recordings

    System Recordings • Do not repeat the main greeting on any other level. • Make seasonal changes when necessary, but keep menu options the same. (Callers get used to them.) • Include an option for overriding the primary language. For example, say, “For English, press 1.

  • Page 42: Assigning Audiotex Recordings To System Extension Numbers

    MiVoice Office 250 Unified Voice Messaging Administration Guide 11. When finished, select one of the following options: • Press 1 or say “Replay” to replay the message. • Press 2 or say “Append to add to the message. • Press 3 or say “Erase to erase and re-record the message.

  • Page 43: Importing A Wav Audio File

    System Recordings Importing a wav Audio File To import a wav audio file: 1. Within the Audiotex Recordings folder, right-click on a recording number. Select the import wav audio file option. 2. Click Browse to locate the audio file. 3. Select the checkbox to enter the recording description into description textbox. Note: By default, the checkbox is selected and default description is file name.

  • Page 44: Fax Import Feature

    MiVoice Office 250 Unified Voice Messaging Administration Guide Fax Import Feature If your voice mail system has fax enabled, you can use your voice mail administrator’s mailbox to import fax documents. Imported documents can then be requested by callers who use a Call Routing Announcement (CRA) application programmed to provide the Fax-On-Demand service.
  • Page 45 Fax Import Feature document until one or more fax documents have been deleted from the system to create disk space. Press # or say “Cancel” to return to step 6. When the fax transmission is complete, the system tells you that the document was re- ceived.

  • Page 46: Alarms

    Voice Processing Alarms On the MiVoice Office 250, the following voice processing alarms are generated: • Minor Voice Processing alarms (020–039): These minor alarms indicate voice processing problems that you may be able to address without calling service personnel, or that do not necessarily require immediate attention.

  • Page 47: Clearing Alarms

    Alarms Clearing Alarms You can clear a network-wide alarm on the local node only or on every node in the network. To clear an alarm, you can use the administrator feature codes or the menu buttons. To use the feature codes to clear alarms: 1.
  • Page 48 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 1: Voice Processing Alarms Alarm Text Description and Action Required SYS ALARM #23 The SMDR disk space on the external voice processing system is 80 percent full. If SMDR 80% FULL it reaches 100 percent before the SMDR information is cleared, no further SMDR recording will be possible.

  • Page 49: Appendix A: Reference

    APPENDIX A REFERENCE...

  • Page 50: Troubleshooting Tips

    Mitel provider. If you do not know the contact information for your local provider, use the “Partners – Mitel Partner Locator” link at the top of the Mitel Web site (www.mitel.com) to locate your nearest...
  • Page 51 Troubleshooting Tips Table 1: Administrator Troubleshooting Tips (continued) Problem Possible Solution I have several voice messages in my inbox. Is there You must delete voice messages one at a time. a way to delete all of the messages at once? Can I set the number of rings before calls go to voice Your system administrator must program this feature.

  • Page 52: Custom Audiotex Recordings Programming Planning Sheet

    MiVoice Office 250 Unified Voice Messaging Administration Guide Custom Audiotex Recordings Programming Planning Sheet If you customize audiotex recordings, you can use Table 2 to record the text. For further instructions, see “Creating Custom Audiotex Recordings” on page 33. Table 2: Audiotex Recordings Where Used (Ext.

  • Page 53: Default Asr And Non-Asr Voice Prompts

    Default ASR and Non-ASR Voice Prompts Default ASR and Non-ASR Voice Prompts Table 3 shows all of the U.S. English default system voice prompts for ASR and non-ASR-enabled systems. Prompts marked with an asterisk ( * ) cannot be re-recorded. Table 3: Voice Prompts: Non-ASR and ASR Prompt Content (Non-ASR)
  • Page 54 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) After the tone, please record your message. When finished, you may hang up to deliver the message or press pound (hash) for more options.
  • Page 55 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) Since you are entering your mailbox for the first Since you are entering your mailbox for the time, you should be aware of a few standard first time, you should be aware of a few features.
  • Page 56 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To listen to new messages, press one. To listen to new messages, say “New” or press one. To record a message, press two.
  • Page 57 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To fast forward your message or recording, press To fast forward your message or recording three. say “Forward” or press three. To lower the volume, press four.
  • Page 58 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To record an introduction with a copy of this To record an introduction with a copy of this message, press one.
  • Page 59 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) For time and date, press one. For time and date, say “Time, Date” or press one. Your message envelope will play all options..is turned on to call you at...
  • Page 60 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) I’m sorry. You must program a telephone number first. Invalid time. For AM, press one. For AM, say “AM” or press one.
  • Page 61 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) 190* Thirteenth 191* Fourteenth 192* Fifteenth 193* Sixteenth 194* Seventeenth 195* Eighteenth 196* Nineteenth 197* Twentieth 198* Twenty-first 199* Twenty-second 200* Twenty-third 201* Twenty-fourth...
  • Page 62 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To select a custom recording, press two. To select a custom recording, say “Select” or press two. Not used Not used Please enter the recording number.
  • Page 63 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) If this is the correct recording, press pound (hash). If this is the correct recording, say “Yes” or press pound (hash). Warning, no recording has been made.
  • Page 64 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) 279* ...Fifty 280* ...Sixty 281* ...Seventy 282* ...Eighty 283* ...Ninety 284* ...Hundred This mailbox is currently full and cannot receive new messages.
  • Page 65 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) star Group list number... Please speak louder. You have recorded for the maximum time permitted. Not used Not used Resuming playback. You have one priority message.
  • Page 66 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To select a message notification category, press To select a message notification category, four. say “Category” or press four.
  • Page 67 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) ... more documents during this call. Selections canceled. The number that will appear on your fax cover sheet is... You have chosen not to have your extension appear on your cover sheet.
  • Page 68 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To replace this document, press pound (hash). To replace this document, say “Replace” or press pound (hash). Document received.
  • Page 69 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) To search for messages first in first out, press one. To search for messages first in first out, say “First In” or press one. To search for messages last in first out, press two.
  • Page 70 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) Your current transfer method is screened. Your current transfer method is announce only. To select unannounced transfers, press one.
  • Page 71 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) The original system prompt is... To replace this system prompt with a custom To replace this system prompt with a custom prompt, press three.
  • Page 72 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) You have chosen not to have a fax destination. Invalid extension. Fax destination saved. Fax destination erased. To cancel unheard sent voice mail messages, To cancel unheard sent voice mail messages, press one.
  • Page 73 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) you have one new e-mail..saved e-mails. You have one saved e-mail. You have no new faxes..new faxes. You have one new fax..saved faxes.
  • Page 74 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) e-mail 633 - 644 Not used Not used ...flagged..saved..answered..recent..deleted... …one page… ...voice mails..e-mails..faxes...
  • Page 75 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) Fax scheduled for delivery..new voice mails. You have one priority voice mail. You have one new voice mail ...saved voice mails… You have one saved voice mail.
  • Page 76 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) If you would like to browse these results, press one. If you would like to browse these results, To filter your search, press two.
  • Page 77 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) You have no saved voice mails. Not used Not used You have no saved e-mails. Not used Not used You have no saved faxes. Not used Not used voice mail received...
  • Page 78 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) I was unable to connect to your fax server. If you have changed your passcode, press one. If you have changed your passcode, say “Passcode”...
  • Page 79 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) 807* 808* 809* 810* pound (hash) 811* lower J 812* lower K 813* lower L 814* 815* 816* 818* lower M 819* lower N 820*...
  • Page 80 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) 841* lower X 842* lower Y 843* lower Z 844* colon 845* period 846* comma 847* forward slash 848*...
  • Page 81 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) If you would like to copy this recording to the If you would like to use this recording as the speech-recognition greeting, press one. speech-recognition greeting, say “Copy”...
  • Page 82 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) ...Network Mailbox... I think you said “delete.” If this is correct, please press one; if this is not correct, please press two.
  • Page 83 Default ASR and Non-ASR Voice Prompts Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) Message access is not configured. Please contact your system administrator. To change your main menu e-mail reader count, To change your main menu e-mail reader press four.
  • Page 84 MiVoice Office 250 Unified Voice Messaging Administration Guide Table 3: Voice Prompts: Non-ASR and ASR (continued) Prompt Content (Non-ASR) Content (ASR) The locations of special characters are... For space, at, hyphen, underscore, equals sign, comma, greater than, and right parenthesis, use key “zero.”...
  • Page 85 © Copyright 2018, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation, including itself and subsidiaries and authorized entities. Any reference to third party trademarks are for reference only and Mitel mitel.com...

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