ADTRAN NetVanta Unified Communications User Manual

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NetVanta Unified Communications

NetVanta Enterprise Communications Server

Personal Business Assistant User Guide

Version 4.5

619510003-1A

October 2009

619510003-1A

Table of Contents

Troubleshooting

Summary of Contents for ADTRAN NetVanta Unified Communications

Page 2 To the Holder of the Manual The contents of this manual are current as of the date of publication. ADTRAN reserves the right to change the contents without prior notice. In no event will ADTRAN be liable for any special, incidental, or consequential damages or for commercial losses even if ADTRAN has been advised thereof as a result of issue of this publication.
Page 3 Enterprise Communications Server Conventions Conventions Notes provide additional useful information. Cautions signify information that could prevent service interruption or damage to equipment. Warnings provide information that could prevent injury or endangerment to human life. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 7: Getting Started
Please note that your system administrator needs to set your call answering mode to Personal Business Assistant for you to have access to this mode. All users on the system manage, and are managed by, user profiles, identities, and authorizations. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 8: Overview
The UC Server is integrated with Active Directory. For more information about the UC Server, refer to the ADTRAN website at http:// . Here you will find reference materials, a quick reference card, and SIP kb.adtran.com...
Page 9: Conventions
You can select the icon of the audio device when you play or record. The settings are saved and the last device that you selected is automatically used. Record button Stop button Play button 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 10: Requirements
If you are an IMAP user, you can also configure your IMAP user name and password. If you are not an Exchange user, the wizard allows you to change the contact system if it finds more than one compatible Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 11 • If you select Record same greeting for internal and external callers, the Internal Greeting dialog box opens. In the text box, you can type the greeting that you want to record. This is useful for eliminating pauses when you record. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 12: Changing Your Password
If your user profile menu has access to multiple profiles, you can view those profiles as tabs across the top of the window. You can change the password only for the owned user profile. If you are an Active Directory user, the change user password option is unavailable. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 13: Accessing Your Mailbox For The First Time
3. Enter your extension number and then your password at the prompt. The message summary lists the number and type of messages in your mailbox. You can press # after you enter the extension and password. Pressing # speeds up logging into your mailbox. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 14 Accessing your Mailbox for the First Time Enterprise Communications Server Your system administrator might have set up a different behavior. Contact your administrator for more information. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 15: Customizing Your Mailbox
The following management tasks assume that you are accessing the system from your workplace extension. Recording and selecting greetings Using your telephone, you can record and listen to greetings, and select a type of greeting to play to callers. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 16 • * — cancel The maximum length of a recorded greeting is 15 minutes. If the Out of Office greeting is not enabled, you cannot listen to the greeting. You are informed that no greeting is recorded. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 17 30 new email messages, and 50 saved messages.” To change the message summary 1. From the main menu, select 4: Change mailbox options. 2. From the Change mailbox options menu, select 3: Change status options. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 18 Creating Distribution Lists on page To create a distribution list over the telephone 1. From the main menu, select 4: Change mailbox options. 2. From the Mailbox options menu, select 6: Distribution list options. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 19 3. From the Distribution lists options menu, select 3: Delete distribution list. 4. Enter the number of the distribution list that you want to delete. 5. Select one of the following: • 1 — delete • * — cancel 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 20: Customizing Your Mailbox Using Your Computer
You can record an out-of-office greeting and enable it only when you need it. You can re-use the same greeting each time you are out of the office. When you start the application, a notice reminds you that the Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 21 To create a new greeting 1. In the Available Greetings section, select the New button. 2. Type a name for the new greeting. 3. Press Enter, and the new greeting appears at the bottom of the list. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 22 The maximum length of a recorded greeting is 15 minutes. Playing and deleting greetings To play a greeting 1. From the Available Greetings list, select the greeting that you want to play. 2. Make sure that the audio device you want is selected. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 23 7. Select stop when you are finished recording. 8. Select OK. 9. Select play to listen to the re-recorded greeting. 10. Select File > Exit to close the Audio Editor and update the greeting. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 24 8. Select stop when you are finished recording. 9. Select OK. 10. Select play to listen to the edited greeting. 11. Select File > Exit to close the Audio Editor and update the greeting. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 25 ID to be able to use this feature. You can change or remove a one-time message that you leave for a caller. However, once a caller has telephoned your extension and heard the one-time message, it is automatically deleted. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 26 8. Select stop when you have finished. If you used your telephone, you can also press the Release button on the phone to end the recording. 9. Select play to hear the greeting. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 27 4. Select Done when you are finished changing the message. To delete a one-time message 1. In the One-time messages content pane, select the contact whose one-time message you want to delete. 2. Select Delete. 3. Select Yes to confirm the deletion. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 29: Customizing Incoming Call Options
To locate an active service using the Identities pane 1. On the Identities pane, select the active service icon. Active Service icon 2. Select Locate Active Service. The Services navigation pane opens with the active service highlighted in the Services content pane. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 30 1. On the Identities pane, select the active service icon. 2. Select SIP Authentication. You can view your user name and password. The Administrator needs this information to assign a phone to an identity. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 31: Managing Messages Using Your Telephone
When you call your extension from another location and access UC Server, you are performing remote mailbox management. This might include listening to messages and sending them to another phone number or managing some of your mailbox options. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 32 = play message information (caller ID, date, time) = delete message = reset to normal volume = reply/call back to messages = increase volume = save message = help = skip to end of message (message marked as unheard) = done Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 33: Sending Messages From Your Mailbox
• Press 2 to re-record the message. Follow the prompts. • Press 3 to listen to the message. When you are satisfied with the message, press 1 to keep it. • Press * to cancel. Table 4–4: Post-recording options keep re-record listen cancel 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 34: Forwarding Messages
• Enter the extension or phone number followed by #. • Press 1 to send to a name. Enter the name followed by #. • You are asked to press 1 to confirm the selection or to press * to cancel selection Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 35: Replying To Messages
You can call that person back at any number that is in your contacts list. You can send a voice message in reply to an email message using a wave file attachment. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 36 To call back in response to a voice message 1. Access your mailbox using a telephone. 2. Listen to the voice message that you want to respond to. 3. Press 8 to call back in response to the voice message. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 37: Caller Options
After leaving a message, a caller can go to another extension and leave a message for another user without having to hang up and redial the system. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 38 While listening to a greeting, press the operator key. By default, the operator key is 0. The operator key can be configured by the system administrator. It might be a key other than 0. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 39: Managing Messages Using Your Computer
The UC Server can be integrated with Microsoft Outlook so that all your messages appear in the same inbox. Here is what an Outlook inbox looks like: Message icons You are already familiar with email messages and how to manage them from your desktop. You can 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 40 1. In your Outlook inbox, double-click a voice message. Voice message icon You can select the icon, or the subject line of the message.The voice message window appears. Audio commands Speaker icons Sliding volume control Connection state Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 41 1. Select File > Save As. 2. In the File name text box, type a name for the message. 3. From the Save In list, choose a location for the saved file. 4. Select Save. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 43 1. Double-click the fax message that you want to save. The NetVanta UC client FaxForm opens 2. Select File > Save as PDF file, or select the Save as PDF File icon on the toolbar. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 44 If the recipient is not internal or is not included on your contacts list with an email address, then type the recipient’s email address in the To text box. 6. Select OK. 7. Select File > Send. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 45: Managing Messages In Lotus Notes
Launching Lotus Notes When you launch the Lotus Notes client, it attempts to connect to the UC Server. At the first attempt, you are prompted for the location of the UC Server. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 46 Lotus Notes. Incoming voice and fax messages appear in the Lotus Notes inbox. Here is what a Lotus Notes inbox looks like: Lotus Notes automatically associates custom icons with voice and fax messages. Voice icon Fax icon Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 47 When you manage voice messages from the Lotus Notes inbox, you can select a voice message in the inbox, or open the message. You can access the same options—replying, forwarding, and deleting—from either the inbox or the open message dialog. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 48 To delete a voice message from the inbox 1. Select the message that you want to delete. 2. Select Delete. Managing fax messages in Lotus Notes Opening an incoming fax message opens the following form and client plug-in. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 49 Using the fax form, you can view and print messages in Lotus Notes. You can also move fax messages to other folders. To view a fax message Double-click a fax message. Scroll in the Fax Viewer to view the fax. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 50 To change your IMAP4 password in the UC Server 1. Launch the NetVanta UC client. 2. Log in with the Lotus Notes user name and telephone password. 3. Select Tools > Options. 4. Select the External Systems tab. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 51: Managing Messages In The Mailboxes Menu In The Netvanta Uc Client
To mark a fax or voice message as heard or unread 1. Right-click the fax message that you want to mark. 2. Select Mark as Heard or Mark as Unread. Playing voice messages You can play voice messages using the telephone or computer speakers. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 52 To save a fax message to a folder as a PDF file 1. Double-click a fax message 2. Select on the Save as PDF... icon in the fax control Save as PDF 3. In the file name box, type a name for the message. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 53: Archiving Messages
1. Create a directory where you want to archive voice and fax messages. 2. Drag the voice or fax message that you want from the content pane of the Mailboxes menu to the directory that you created. The message is automatically copied to the directory. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 55: Using Sip Telephones
This chapter does not replace individual phone installation and configuration manuals. SIP telephone user guides for manufacturers that are part of the ADTRAN Connect or Connect PLUS program are available on the ADTRAN website www.adtran.com/...
Page 56 The light turns off when you access the first new mailbox message in your mailbox. Turn off when no more new messages in The light turns off when you access the last new mailbox message in your mailbox. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 57: Using Sip Phones
2. From the Line Select menu, select using the telephone keypad, or the arrow keys on the telephone line for which you want to review your messages. As long as there is a user profile associated with the identity, callers are prompted for their telephone PIN. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 59 • Press 0 to report the number of participants. Response: “Including yourself, there are x participants.” • Press # to return to the conference. Paging You can send live pages. Live paging allows you to instantly broadcast a page . For instructions on sending 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 60 To park a call at the next available number 1. Put the active call on hold. If your phone has more than one identity assigned to it, then Transfer the call instead of putting it on hold. 2. Dial *99. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 61 Call queuing allows callers to remain in a queue while they wait for their call to be answered by the appropriate agent. The total number of simultaneous calls that can be queued in the system is 64. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 62 If you are logged into a queue to accept incoming queued calls, there may be times when you wish to temporarily stop accepting queued calls, without logging out of the queue. You can manually set your Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 63 This feature also allows for night bell support. Many small companies have an audible bell that rings after business hours. Night bell support can also allow employees to contact security after hours. This feature can allow employees, for example on manufacturing floors, who are not stationed at a particular desk to 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 64 Requirements for using connected call pickup To pickup a connected call, the called number must go through the UC server. That is, the call must be Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 67: Faxing
Use the Faxes menu to send and manage fax documents and their cover pages from the UC client. There are several methods of sending faxes including: • Sending a fax from other applications using the ADTRAN Fax print driver • Sending a cover page only from the UC client using Quick Fax •...
Page 68: Sending Faxes
Sending faxes from other applications using the ADTRAN Fax Printer You can send faxes from other applications using the ADTRAN Fax Printer. You can also change user profiles to send a fax from another user, or to save a fax to another user’s profile.
Page 69 1. Open the document that you want to save as a fax. 2. Select File > Print to open the Print dialog box. 3. In the Name list, select the ADTRAN Fax Printer, and select OK. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 70 If you are faxing from another application, or saving a document as a fax, then from the Print dialog once you have selected the ADTRAN Fax Printer and selected Print, then you are presented with the UC client Fax Printer dialog.
Page 71 Use the Page up and Page down commands on the Preview toolbar to view multiple pages of a fax document. Page down Page up Use the Rotate commands on the Preview toolbar to change the orientation of a fax in the Preview pane. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 72 3. Select the fax document that you want to send. 4. Select File > Print to open the Print dialog box. 5. Follow steps 3 to 18 in Sending faxes from other applications using the ADTRAN Fax Printer on page To specify fax numbers and account code 1.
Page 73 1. Select the Faxes navigation bar to open the Faxes menu. 2. Select the fax documents folder containing the document that you want to preview. The folder’s contents are listed in the content pane. Faxes Folder 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 74 Sending Faxes Enterprise Communications Server 3. Right-click the fax document that you want to preview, and select Open to display the fax in the Fax Viewer. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 75 Zoom out Zoom in Use the rotate control icons to rotate only one page of a document, or the entire document. Rotate to the left, right, or 180 degrees. Rotate single page Rotate entire document 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 76 2. Select the fax documents folder containing the document that you want to rename. The folder’s contents are listed in the content pane. 3. Right-click the fax document that you want to rename, and select Rename. 4. Type a new name for the fax document. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 77 Select the fax document that you want to store in a folder and drag it to the folder where you want to store Select a folder to view its contents. On the toolbar, use the Go back arrow to return to the list previously displayed in the content pane. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 78 When you send a fax using the ADTRAN fax printer driver, a fax transmission report appears in your inbox. In the case of visual clients such as Microsoft Exchange, Lotus Notes, IMAP4, or Integrated Messaging client, a successful fax transmission report appears in your Sent Items folder.
Page 79 1. Select the Queue folder. Faxes scheduled for transmission are listed in the content pane. 2. Right-click the fax whose transmission you want to resume, and select Resume. The fax transmission is resumed. View this information in the status field. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 80 3. Right-click the cover page that you want to use. You can use one of the cover pages that is included, which are called FaxCoverPage 1 or FaxCoverPage 2. 4. Select Duplicate to create a copy of the cover page. 5. Right-click the copy of the cover page. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 81 The Fax Cover Page Editor consists of a standard Menu bar and Toolbar, a Tool palette, Canvas area, and Status bar. You design your cover page on the canvas using the tools from the tool palette together with the 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 82 “fax” label so that it appears as “facsimile number.” However, you cannot change the actual content that is associated with the field. This is because the content information is captured when a caller initiates a fax request using a service element. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 83 • Number of attachments To insert an information label 1. From the Insert menu, choose one of the following label types: • Recipient • Sender • Message In this example, the choice is Recipient. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 84 Using the tool palette to customize fax cover pages The tools available on the tool palette of the Fax Cover Page Editor can be divided into two groups: the Text and Drawing group, and the Alignment group. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 85 1. Select the shape to select it. 2. Drag the shape to the position that you want. You can turn on the gridlines. The gridlines help you to position shapes with ease on the canvas. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 86 1. Select the Lock selector tool. 2. Select the Text tool. 3. Select where you want to insert the text. 4. Drag down and to the right. A dotted text box appears on the canvas. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 87 1. Select the shape that you want to move to the front/send to the back to select it. 2. On the tool palette, select Bring to front/Send to back, as desired. The shape that you selected is brought forward/sent back. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 88 2. Select the Cover Pages icon. The fax cover pages are listed in the content pane. 3. Select the fax cover page that you want to preview. 4. In the preview pane, select Download to get the file from the server. The cover page appears in the preview pane. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 89 1. Select the Faxes navigation bar to open the Faxes menu. 2. Select the Cover Pages icon. The fax cover pages are listed in the content pane. 3. Right-click the cover page that you want to delete. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 90 1. On the toolbar, select the Quick Fax icon to open the Fax Recipients dialog box. Quick Fax icon 2. Select Addresses to select recipients from your Outlook Contacts list. If you are not choosing a recipient from your Outlook Contacts list, type the names and fax numbers. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 91: Receiving Faxes
Incoming faxes are received and viewed through a user’s mailbox, for example, through Microsoft Outlook, Microsoft Exchange, Lotus Notes, or through an Integrated messaging client (a Mailboxes navigation bar on the user’s UC client) or IMAP4. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 92 Receive Fax service must be created. The user or the administrator can create a Receive Fax service using the Receive Fax element. For more information on creating a Receive Fax service, refer to Receive Fax element on page 126. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 93: Creating Distribution Lists
To delete a user from a distribution list 1. Select the folder that contains the user that you want to delete from the list. 2. Right-click the name of the user that you want to delete, and select Delete. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 94 7. Select stop when you are finished. If you used your telephone, you can hang up the phone or press the Release button on the phone to end the recording. 8. Select play to hear the recording. 9. Select OK to keep the recording. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 95: Creating Custom Call Answering Services
For information about designing and changing services, refer to Using Elements to Create Call Answering Services on page 107. Services can be renamed, copied, organized in folders, and deleted. Accessing Services To create a service or change information associated with it: 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 96: Managing Services
ADTRAN has provided some samples services to get you started. Before creating a new service, preview the samples provided to see if a sample service exists that is similar to what you are looking so.
Page 97 1. Right-click the service that you want to activate, and select Activate Service. 2. Enable the extensions that you want to activate the service on, and select OK. The service must already be created and validated before activating it. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 98 You might have built some services that you are not currently using, for example, those designed for statutory holidays. You can store these together in a folder called “Holidays,” and then retrieve them when you need them. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 99 1. Right-click the folder that you want to delete. 2. Select Delete. 3. Select Yes to confirm the deletion. To store a service in a folder • Drag the service to the folder where you want to store it. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 100: Using The Service Editor
The Menu Bar contains the File, Edit, View, Tools, and Help menus. Use these menus to manage the service design. The Toolbar contains visual shortcuts to the most frequently used menu items. Hold the pointer over a button to show the tool tips. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 101 The Connector Pin on the element is used to make a connection to the next element in the call flow. An element might have more than one connector pin, depending on its function. If you do not connect at least one pin to another element, the call is terminated. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 102: Working With Elements To Build A Service
To access the shortcut menu of advanced or database elements, select Advanced or Database on the standard elements shortcut menu. The Database tab is available only if your system is licensed for database integration. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 103 2. Release the mouse button to link the elements.If you link an element and then decide that you no longer want to include it in the call flow, you can delete the element from the canvas. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 104: Customizing Services Using Parameters
Parameters can also be used in the Equals field in the Data Source Selector. For more information, refer to Using the Data Source Selector on page 159. Parameters can be used with the following elements: Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 105: Validating Services
1. On the toolbar, select the check mark. Check mark 2. If the Service Editor message informs you that the service is valid, select OK. Otherwise, follow the Service Editor’s suggestions about how to change your service to make it valid. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 106: Troubleshooting Services
%s, is unknown. no longer exists. Verify the following: 1.The ODBC data source, if applicable, is correctly configured 2.The fields in the reference data source may have been changed or deleted. Verify the data source configuration. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 107: Using Elements To Create Call Answering Services
When you start a service, it begins by operating in the context of the user who owns the identity (for example, the extension) that received the call. The different service elements access mailboxes and objects that are related to this user context. You can change the user context by modifying the service. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 108 References that have been fetched from a database System values For example, caller ID Strings of digits Gathered by a Gather Digits element For example, the Play Announcement element allows you to play a dynamic value, announcement, Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 109 • Send Email element (custom) • Record Announcement element • Add Data element • Update Data element In order to use the Add Data and Update Data elements, your system must be licensed for database integration. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 110 Temporary recordings can be used with a Send Email element, or Add Data and Update Data elements to record audio for form filling applications, such as requesting quotes, or answering general customer service questions. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 111: Using Standard Elements
Hang-up element Play One-time Message element Including the Play One-time Message element in a service allows you to leave a personalized message for 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 112: Play One-Time Message Element
UC server, or one that you recorded. Alternatively, you can record one as you build the call flow. Make sure that there is a sound card installed on the computer that you are using. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 113 You do not need to specify the mailbox from which the greeting is played. Your system administrator does this. The Play status message mode pre-empts the user’s greeting message and cannot be interrupted. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 114: Menu Element
The Menu element allows you to make an announcement and then direct the call flow based on the DTMF input received when a caller presses a number on the telephone keypad. This element can play an announcement, database value, greeting, or temporary recording before it takes Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 115: A Copyright © 2009 Adtran, Inc
Remember to change the announcement associated with the menu so that it reflects the changes. For information about recording an announcement for the Menu element, refer to record an announcement for a Play Announcement element on page 114. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 116: Flow Control Element
1. On the Flow Control element in the Compare list, select Phone Numbers. 2. Select the Value Selector arrow. 3. Select Contacts > Unknown. 4. Select one of the following categories: • Unknown Number • Private/Blocked Number • Out-of-area Number Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 117 3. From the From list, select the hour and minutes when the time restriction begins. Use a 24-hour clock. 4. From the To list, select the hour and minutes when the time restriction ends. Use a 24-hour clock. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 118: Voicemail Element
Specify call numbers by using the telephone icon, or use the Value Selector. For more information, refer to Selecting values within elements using the value selector on page 108. For information about contact address book synchronization, refer to Synchronizing contacts on page 108. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 119 To change the sequence of target phone numbers listed for Deliver Messages 1. Select the number whose ranking you want to change. 2. Select an arrow to move the number up or down in the list. Up and down arrows 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 120: Transfer Call Element
For information about selecting a dynamic value using a Value Selector, refer to Selecting values within elements using the value selector on page 108. For information about contact address book synchronization, refer to Synchronizing contacts on page 108. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 121: Assisted Transfer Element
New. 2. Type the telephone number to which you want to transfer callers. 3. From the Prompt list, select one of the following prompt types: Never Never prompts the caller to record a name. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 122: Notify Pager Element
5. Enable the Add Caller-ID check box if you want to have caller ID sent with your messages. 6. In the Append...to message text box, type information that is part of the messages sent following any caller ID information displayed on your pager. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 123: Send Email Element
Custom notification sends an email notification of calls to a user’s mailbox, whether the caller left a message or not. All other types of notifications send email notifications only when a caller leaves a message. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 124: Send Fax Element
You can choose to send a list of faxes, the latest fax in your mailbox, all faxes in your mailbox, or all unread faxes in your mailbox. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 125 You can use a combination of typed text and dynamic values. Refer to Selecting values within elements using the value selector on page 108 to select dynamic values for the cover page information. 6. Select OK. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 126: Receive Fax Element
If you are using a shared voice and fax number, then you may want to create a Receive Fax service, for example, in order to receive notifications that you have received a fax. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 127 • The Receive Fax service must be called Receive Fax. • The Receive Fax service must contain a Receive Fax element. • The Receive Fax element must appear as soon as possible within the service, typically the first element 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 128: Fax-On-Demand Element
The Fax-on-demand element allows the UC server to send a fax to callers who move through this element. You can select the fax document to be made available and a cover page to accompany the fax. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 129 6. If you want to include dynamic information in the Subject and Comments text boxes, use the Value Selectors. You can include both text and value information in the Subject and Comments boxes of the Fax-on-demand element. 7. Select OK. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 131 Record Announcement element The Record Announcement element allows callers to record over an existing announcement or mailbox greeting, record a temporary recording, or record into a database, using a remote telephone. Record Announcement element 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 132 To enable callers to change a specified announcement using a remote telephone 1. Enable the Specific button. 2. Select the Value Selector arrow, select Announcements, and select the recording that you want. The name of the announcement appears in the Specific text box. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 133 • Update Data element To use the Add Data and Update Data elements, the system must be licensed for database integration. For more information on temporary recordings, refer to Allowing callers to make temporary recordings 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 134 1. Enable the Stop recording after check box. 2. Type a number of seconds in the text box. If you set the number of seconds of silence too low, callers might be cut off while pausing between phrases or speaking quietly. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 135 1. Enable the Stop recording after check box. 2. Type a number of seconds in the text box. If you set the number of seconds of silence too low, callers might be cut off while pausing between phrases or speaking quietly. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 136 You can also select a key from the list. You can set a maximum of 12 keys. Keys range from one to nine, then include zero, * and #. When you have finished setting selection keys, you can connect the subsequent element for each selection key that you set, as applicable. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 137 Called Extension refers to the identity originally called. Selected Extension refers to the identity selected in the last successful Select Extension element in the service. If there was none, or the last one failed, it defaults to be the same as the Called Extension. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 138 • The caller has not entered any digits after three sequential attempts. You can set up the next element in the call flow depending on whether a caller enters a valid extension number or cancels the attempt. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 140 For example, if the Compare to value is a numeric value and the following comparisons are used: • Less Than: 5 • Greater Than: 10 • Less Than/Equal: 10 Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 141 3. Repeat steps 1 and 2 until all the information that you want to include appears in the list. Some of the information types appear blank in the call log, depending on the PBX. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 142 • Invoke an application that validates information received from a user, for example, a credit card transaction. • Integrate with a third party display device. • A list of parameters to be passed to the application. • The computer credentials to be used by the application. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 143: Using Announcements In Call Answering Services
Male and female versions of prerecorded announcements are supplied with the application. They are stored in the Male Voice and Female Voice folders on the navigation pane of the Announcements menu. For information about sharing prerecorded announcements, refer to Importing and Exporting on page 173. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 144 Locate an element that you want to change, or add one to the service. To select a prerecorded announcement for an element 1. Select the Services navigation bar to obtain the Services menu. 2. Double-click a service to open it and start the Service Editor. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 145: Recording Announcements
Custom announcements are created using the Audio Editor, shown below. Toolbar Viewing pane Marker Text area The Audio Editor has a Viewing pane and a Text area. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 146 This is useful for eliminating pauses when you are recording. 3. On the toolbar, select record to open the Record Audio dialog box. 4. Make sure that the audio device you want is selected. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 147 If you have selected a part of the waveform, audio commands apply only to the selected portion. The move and skip commands are used to position the marker within the selection. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 148 2. Drag across the portion of the audio that you want to select. Deselect the waveform by selecting anywhere in the waveform. Process commands Use the process commands to adjust the volume. Decrease Volume Maximize Volume Increase Volume Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 149 6. Select stop on the toolbar to stop playback before the part that you want to delete. Note the marker’s position in the Position indicator at the bottom of the menu. Position Indicator 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 150 After you select part of an announcement, the audio commands apply only to the selected part. 9. Select Erase on the toolbar of the Audio Editor to delete the selection. 10. Select File > Update. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 151 9. In the Insert new audio text box, select at the current position. Select record and then record your message. If you are using your telephone, wait for the beep before you begin to record. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 152 5. If you select Increase Volume or Decrease Volume, type the percent amount by which you want to increase or decrease the volume of the announcement, and then select OK. 6. Select play to review the changes. 7. Select File > Update. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 153: Managing Announcements
1. Select the announcements folder that contains the recording that you want to rename. The announcements stored in the folder are listed in the content pane. 2. Right-click the announcement that you want to rename. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 154 Managing Announcements Enterprise Communications Server 3. Select Rename. Type a new name for the announcement and then select its icon to make the change. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 155: 12 Using Databases In Call Answering Services
Assistant pane. For information about creating user data tables, refer to the Managing Data Sources section of the ADTRAN UC Server Administrator Manual. Managing Data Sources Data sources are set up like tables. Each table row corresponds to a data row or record. Each table column corresponds to a field (for example, a name, address, or fax).
Page 156 1. In the Assistant menu, select the user data table to which you want to add information. 2. Select the Add button to add a row to the table. The Add button is editable and might have a different title. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 157 To delete a row in a user data table 1. In the Assistant menu, select the user data table from which you want to delete information. 2. Select the row that you want to delete. 3. Select the Delete button. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 158 Valid formats are HH:MM AM/PM - HH:MM AM/PM, with AM/PM being optional. As above, AM is assumed unless the hour is greater than or equal to 12. For example, 1:00 means 1:00 AM. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 159: Accessing Data Using Database Service Elements
An easily recognizable icon appears in the Source dialog box to indicate the type of data that you are using for the comparison value. For example, the Gather Digits icon appears with the name of the Gather Digits 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 160 The values that are available depend on the data source; the other elements that precede the element in the call flow, for example, a Gather Digits element; and the values that you have set up for your system. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 161 A UC server Text Value containing the area code of the number. Caller-Id Area Code/ A UC server Text Value containing the area 613599 Exchange code and the exchange. Caller-Id Exchange A UC server Text Value containing the exchange. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 162 Do not depend on the specific format of these unique values Last Unique Id A UC server Text Value containing the most Refer to Next Unique Id. recent unique string generated by Next Unique Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 163: Using Database Elements
Fetch Data or Dial for Data elements. Prompt for Current Row element Using a series of prompts, this allows callers to use the keypad to on page 171 select which row becomes the current row. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 164 If a sort order is defined, the first row is the first row in the sort order specified. However, if the sort field contains duplicate values, the order of rows with the same sort Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 165 Select On field. A search using the Dial for Data element ignores blanks and special characters. The default search criteria include only alphabetic characters. If you 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 166 However, if the sort field contains duplicate values, the order of rows with the same sort value is determined by the data source, and you should not make any assumptions about the order. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 167 109. • If the data is added successfully, the caller exits the regular connector pin. • If the data is not added successfully, for any reason, the caller exits the Otherwise connector pin. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 168 Verify Password element before it. Make sure that you specify exactly the data that you want to make available for deletion. For example, if you do not include a filter field and value, all rows are deleted. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 169 8. Repeat steps 2 to 7 to add more fields to the Field Assignments list. Make sure that you specify the filter condition correctly. For example, no filter condition means that all rows are updated using the specified assignments. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 170 • The third element is a Play Announcement element that plays the audio for the current row, and contains the address and price for the current listing. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 172 If there are previous row sets, the prompt is played for the previous six rows. The previous prompt is replayed. If there are more rows, the prompt is played for the next six rows or less. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 173: 13 Importing And Exporting
4. Select all the items that you want to import, and then select Next. Make sure that the box next to the item has a check mark in it before you proceed. 5. If you want to delete an item in the change destination box, select the item and then select the Delete button. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 174 3. Select all the items that you want to export, and then select Next. Make sure that the box next to the item has a check mark in it before you proceed. 4. Select Finish when the wizard is finished exporting the items. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 175: 14 Setting Options
1. Select Tools > Options. 2. Select the General tab. 3. Enable the Enable automatic login check box. 4. Select OK. To change your time zone setting 1. Select Tools > Options. 2. Select the General tab. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 176: Setting Message Delivery Options
If an outgoing call is already in progress, that call continues until completion. You can specify a default account code for outgoing calls. An account code is used for accounting and Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 177 • Mailbox has no new voice or fax messages—Active Message Delivery is discontinued when there are no new voice or fax messages in your mailbox • Mailbox has no messages—Active Message Delivery is discontinued when there are no messages in your mailbox 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 178: Customizing Your Mailbox
The message sorting options allow you to choose in what order you want to listen to your messages. You can change the message sorting options using the desktop. The default message sorting option is to listen to voice and fax messages only. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 179 You can specify password verification when you call to check messages from your own extension. The default setting is off. To turn password verification on or off 1. Select Tools > Options. 2. Select the Mailbox tab. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 180: Setting Integrated Messaging Options
3. Make sure that the Play wave file check box is enabled. 4. Select the Browse button and select the wave file that you want. 5. Select Open to select the wave file. 6. Select play to hear the wave file. 7. Select OK. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 181: Compressing Voice Messages
Client, the attachment is saved in the compression format selected. However, when you save from your system from Microsoft Exchange Server, the attachment is saved in the native compression format, which is equivalent to no compression. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 183: 15 Troubleshooting
If you cannot find the information you are looking for in this manual or in the online help, then you can go to the ADTRAN website for further information such as training materials, and a quick reference card, and SIP phone user guides. For more information, refer to the following sections: •...
Page 184: Troubleshooting The Netvanta Uc Server
Enterprise Communications Server Troubleshooting the NetVanta UC Server ADTRAN has observed that third-party firewall and antivirus products can cause problems with the proper operation of the UC server. The UC server is tested with Microsoft security products, such as Windows Firewall and Windows Defender.
Page 185: Using The Netvanta Uc Server Logs
Importing and Exporting on page 173. The Events log tracks information related to user attempts to perform mailbox management. The System Errors and Warnings log provides information that you can use to troubleshoot problems 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 186 SBS 2008 Console. If the UC server is not installed on the SBS 2008 system, but is installed on another system on the network, then consult the Microsoft documentation for how to create a custom alert. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 187 Table 15–1: Log entry icon definitions Icon Definition Error—represents an error, for example in voice message delivery Warning—represents a warning Received calls—represents calls that come in on a specified port 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 188 2. Use the vertical scroll arrows to view the list of log entries. 3. Select a log entry to view information about it in the details pane. To remove old log entries 1. Right-click anywhere in the content pane. 2. Select Clear log. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 189 Log archive 5. Select OK. To rename a log archive 1. Select the archive that you want to rename. 2. Select Edit > Rename. 3. Type a new name for the archive. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 190 The following is a list of potential warnings that may be noted in the System Errors and Warning logs. To troubleshoot a warning, locate the log entry below, and note the possible causes of and solutions for the warning. Not all errors and warnings necessarily require action. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 191: Accessing Documentation And Training
The Service code is an identification number to be used when contacting ADTRAN Technical Support. If you are contacting ADTRAN Technical Support then you will need to enter the service code number over the phone, so have the number ready when you call. The service contract type and expiry date are available for your information.
Page 193: Appendix A - Glossary
Contacts are individuals from whom you receive calls, email messages or faxes. They are entered in the Contacts database in Microsoft Outlook. Cover Page Editor The Cover Page Editor is the tool you use to create and design fax cover pages. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 194 The Private Branch Exchange is a system of telephone lines that serves an organization and uses telephone services, rather than supplies them. Users of the PBX share a certain number of outside lines for making external calls. Copyright © 2009 ADTRAN, Inc. 619510003-1A...
Page 195: Unified Messaging
The UC server provides a unified messaging solution that allows you to receive all your messages in the Microsoft Outlook Client. Users receive all of their messages at once, in one convenient location. 619510003-1A Copyright © 2009 ADTRAN, Inc.
Page 197: Appendix B - Installing The Netvanta Uc Client Application
C:\...\UC client. 8. Select Next to open the SetupType menu. The default setup is Typical. 9. Select Next to open the Select Program folder menu. The default program folder is ADTRAN UC client. 10. Select Next. Wait while the program files are copied to your computer. The Setup Complete menu appears when the UC client application is installed.

ADTRAN NetVanta Unified Communications User Manual

1 Getting Started

2 Customizing Your Mailbox

3 Customizing Incoming Call Options

4 Managing Messages Using Your Telephone

5 Managing Messages Using Your Computer

6 Using SIP Telephones

7 Faxing

8 Creating Distribution Lists

9 Creating Custom Call Answering Services

10 Using Elements to Create Call Answering Services

11 Using Announcements in Call Answering Services

12 Using Databases in Call Answering Services

13 Importing and Exporting

14 Setting Options

15 Troubleshooting

16 Appendix A - Glossary

17 Appendix B - Installing the Netvanta UC Client Application

Quick Links

Troubleshooting

Related Manuals for ADTRAN NetVanta Unified Communications

Summary of Contents for ADTRAN NetVanta Unified Communications

Table of Contents