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Avaya IP Office Installation Manual

Avaya IP Office Installation Manual

Voicemail pro
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IP Office

Voicemail Pro Installation

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

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Summary of Contents for Avaya IP Office

  • Page 1: Voicemail Pro Installation

    IP Office Voicemail Pro Installation EN-S Issue 01b - (20 June 2011)
  • Page 2 Avaya is not responsible for the contents or reliability of any linked Web sites consent of Avaya can be a criminal, as well as a civil, offense under the referenced within this site or documentation(s) provided by Avaya. Avaya is applicable law.

  • Page 3: Table Of Contents

    ................60 2.6 Text to Speech (TTS) Installation ..............63 2.6.1 Installing Generic Text to Speech ................64 2.6.2 Installing Avaya Text to Speech ................64 2.6.3 Setting Up Text To Speech to Read Email ................64 2.7 Troubleshooting ..............66 2.7.1 Checking the Voicemail Pro Service...

  • Page 5: Voicemail Pro

    Chapter 1. Voicemail Pro Voicemail Pro Installation Page 5 IP Office EN-S Issue 01b (20 June 2011)
  • Page 7 Voicemail Pro: 1. Voicemail Pro The Voicemail Pro service uses a number of components. The diagram illustrates a Voicemail Pro system with some of the setup options. · IP Office Telephone System The Voicemail Pro licenses are entered into the configuration of the IP Office telephone system. The licenses are required to activate Voicemail Pro and some specific voicemail features.
  • Page 8 · ContactStore Server In addition to taking voicemail messages, the Voicemail Pro can be used for automatic and manual call recording. These recordings are normally stored in the voicemail servers mailboxes. ContactStore for IP Office is an additional licensed application to which recordings can be transferred for long term storage. ContactStore supports archiving to DVD, access by web browser and searching based on call details.

  • Page 9: Supported Languages

    Voicemail Pro: 1.1 Supported Languages By default the prompts installed match the installer language selection plus English. If other languages are required they need to be selected by doing a custom installation. The installable Voicemail Pro prompts are listed in the table below. The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language.

  • Page 10: Licenses

    · This legacy licence enables use of text to speech facilities using Avaya supplied TTS software with Voicemail Pro. One license per simultaneous instance of TTS usage. For IP Office Release 6 this license is no longer used for user email reading.

  • Page 11: Number Of Simultaneous Users

    Voicemail Pro: Licenses Legacy Licenses The following legacy licenses are still supported by IP Office Release 6. UMS Web Services · This legacy license is used to enable UMS voicemail services support for users set to the Basic User profile. Other users are enabled for UMS through their licensed user profile.

  • Page 13: Windows Server Installation

    Chapter 2. Windows Server Installation Voicemail Pro Installation Page 13 IP Office EN-S Issue 01b (20 June 2011)

  • Page 14: General Installation Requirements

    2. Windows Server Installation This section covers the installation of the Voicemail Pro server onto a Windows server PC. Voicemail Pro 7.0 can be installed with the following IP Office systems running IP Office Release 7.0 software: · IP Office 500 ·...

  • Page 15: Pc Specification

    Windows Server Installation: General Installation Requirements 2.1.1 PC Specification The PC specifications given below are the minimum required. To avoid having to replace the server when upgrading we recommend that at least a Pentium 4 2.8GHz or higher is used wherever possible. This application requires various licenses entered into the IP Office configuration to control the features it offers and the number of simultaneous connections...
  • Page 16 Basic Voicemail Pro Minimum PC Requirements Operating System Support 256MB Server OS: Service Client Hard Disk Free Space 2GB* 2003 Server Processor: 2008 Server - Pentium P4 1.4GHz Client OS: - Celeron Any 1.7GHz XP Professional - AMD Any 1.4GHz. Vista Windows 7 *Also allow 1MB per minute for message and prompt storage.
  • Page 17 Windows Server Installation: General Installation Requirements Ports The Voicemail Pro service uses the following ports. Port Number Type Description Used to listen for SMTP connections. Used to receive time requests (RFC 868). Used to service IMAP4 requests. 50791 Used to receive requests from IP Office PBX. Used to receive requests fromone-X Portal for IP Office.

  • Page 18: Virtual Server Support

    2.1.2 Virtual Server Support Operation of IP Office server applications, including Voicemail Pro, is supported using the following virtual servers. · VMWare Server. · Microsoft Virtual Server 2005 R2. · Microsoft Server Hyper-V. 2.1.3 Single Server Support The following scenarios are supported for combining IP Office server applications onto a single Windows server PC. In all cases, the individual requirements of each application as if installed on a separate server are still applicable.

  • Page 19: Network Requirements

    Windows Server Installation: General Installation Requirements 2.1.4 Network Requirements The PC should be configured and tested for TCP/IP networking. We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN switch.

  • Page 20: Disk Space Requirements

    · Internet Information Server 5.0 or higher is required. 2.1.7 ContactStore Operation The current IP Office Voice Recording Library (VRL) application is Avaya IP Office ContactStore. This application and its installation are documented separately, however: · IP Office ContactStore should be installed after Voicemail Pro has been installed and its operation verified.

  • Page 21: Server/Client Installation

    Windows Server Installation: General Installation Requirements 2.2 Server/Client Installation The Voicemail Pro installation software for Windows offers a number of different types of installation. The key types are client only, compact, typical and custom. These differ in the components installed as detailed in the table below. Component Sub Component Installation Type Notes...
  • Page 22 To install the Voicemail Pro software components: 1. Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe. 2. The Choose Setup Language menu is displayed. This language is used for the installation process and does not affect the language prompts that are installed.
  • Page 23 Windows Server Installation: Server/Client Installation 5. To enforce server authentication, check the Server Requires Authentication box. This is optional. If you check it you also need to provide the Account Name and Password that need to be entered. You can also choose whether or not to set the Use Challenge Response Authentication option.

  • Page 24: Modifying The Installed Components

    2.2.1 Modifying the Installed Components 1. Start the Windows Control Panel. 2. Select Add and Remove Programs. 3. Select IP Office Voicemail Pro from the list of installed applications. 4. Click on Change. 5. Select Modify and click Next. 6. The Select Features menu is displayed. The existing installed components are indicated by a tick mark. 7.

  • Page 25: Web Campaigns Installation

    Windows Server Installation: Server/Client Installation 2.2.2 Web Campaigns Installation The web campaigns component of Voicemail Pro requires IIS to be installed and running on the server PC. 1. Check that IIS is installed and running on the server PC. · Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default. This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support during the installation.

  • Page 26: The Voicemail Pro Services

    2.2.3 The Voicemail Pro Services If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically. However it is useful know how to check the services and to manually restart them if necessary. To check/restart the Voicemail Pro Service: Open the Windows Control Panel.
  • Page 27 Using a Batch File to Start Services In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order. In this circumstance, it can be advisable to create a batch file which will delay the start of these services until the PC is fully running.

  • Page 28: Upgrading

    2.3 Upgrading This section describes how to upgrade Voicemail Pro. The options available are: Upgrading from Voicemail Lite · Upgrading from below Voicemail Pro 3.2 · Upgrade from 3.2 or higher · 2.3.1 Upgrade from below version 3.2 It is important that the settings of an existing Voicemail Pro are exported before any upgrade. Although folders that contain prompts and messages are not affected by the upgrade process, the editable version of a customer call flow is lost.

  • Page 29: Upgrade From Version 3.2

    Windows Server Installation: Upgrading 6.Restore the Database The copy of the call flow database that contained any customizations made to the default call flow needs to be restored. 1. Start Voicemail Pro. 2. From the File menu, select Import or Export. The Import or Export Call Flows window opens. 3.

  • Page 30: Upgrade To Voicemail Pro

    4.Using Windows Explorer or My Computer, locate the folder C:\Program Files\Avaya\IP Office\Voicemail Server. 5.Copy all sub-folders and files in that folder. 6.Paste the sub-folders and files in the folder C:\Program Files\Avaya\IP Office\Voicemail Pro\VM. Replace any existing folders. 7.Select the Mailbox Mode.

  • Page 31: Ums Web Services

    Windows Server Installation: Upgrading 2.4 UMS Web Services Voicemail Pro 4.2+ adds support for user mailboxes to be accessed using the additional methods listed below. For Voicemail Pro 5.0+ this has been expanded to include hunt group mailboxes. · IMAP Email Client Support This method allows mailbox access using any email client that supports IMAP, for example Outlook and Lotus Notes.

  • Page 32: Imap Installation

    2.4.1 IMAP Installation Voicemail Pro 4.2+ support mailbox synchronization with email clients that can support IMAP (Internet Message Access Protocol) accounts. Examples are Outlook, Outlook Express and Lotus Notes. Once configured, the IMAP folder and the mailbox are synchronized whenever the IMAP folder is opened. The method of indication of the different message types will depend on the email client being used and is not controlled by the Voicemail Pro.
  • Page 33 Windows Server Installation: UMS Web Services Installing the Voicemail Pro IMAP Server The IMAP server is installed as a standard part of the Voicemail Pro service installation. It uses the IP address of the Voicemail Pro server PC and runs on the standard IMAP port 143. The only special consideration is to avoid having any other IMAP server running on the same PC.
  • Page 34 Configuring a User Email account The exact method of configuration of an IMAP account depends on the IMAP client being used by the user. For example it may be necessary to enable some field with dummy data in order for the email client to accept the account even though those settings are not used by the Voicemail Pro IMAP server.

  • Page 35: Web Voicemail Installation

    Windows Server Installation: UMS Web Services 2.4.2 Web Voicemail Installation Voicemail Pro 4.2+ support web access to user mailboxes. Users are then able to play their messages, mark them as saved or deleted, or forward messages to another mailbox. Playback is through an IP Office extension or through the audio facilities of the PC.
  • Page 36 · PC Playback Browser access allows the selection of message playback either via an IP Office extension or through the web browser. Avaya test browser playback using the following Windows media players: · Windows Media Player 10. · Windows Media Player 11.
  • Page 37 Windows Server Installation: UMS Web Services 5. In the Licenses section check that the License Status of the licenses is now shown as Valid. 6. Start the Voicemail Pro client 7. Select Help | About. 8. The screen should list the Web Services as Started and should show the number of UMS licenses. Configure Users for UMS 1.
  • Page 38 Playback Control UMS message playback through the web browser is tested and supported with the Windows Media Player. It may work with other audio playback controls but will not have been tested. The following methods can be used to check that the audio playback is associated with the Windows Media Player. Firefox 1.
  • Page 39 Windows Server Installation: UMS Web Services 2. Select Downloads and use the search box to find x-mplayer2. 3. Check that the setting is set to Use plug-in and Windows Media Player Plug-In Dynamic Link Library. Internet Explorer 1. Internet Explorer uses the application associated with the wav file type for Windows. 2.
  • Page 40 5. Locate and select the WAV extension type. 6. Check that the details show Windows Media Player as the selected application for this file type. Voicemail Pro Installation Page 40 IP Office EN-S Issue 01b (20 June 2011)

  • Page 41: Exchange 2007 Installation

    Windows Server Installation: UMS Web Services 2.4.3 Exchange 2007 Installation A UMS user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account. They can then access their voicemail messages using Outlook 2007 and playback those messages on their PC.
  • Page 42 Exchange Server 2007 Unified Messaging Configuration This is a simple overview of the minimum steps required. For full details refer to the Microsoft documentation. In order to support UMS Exchange Server 2007 operation, the Exchange Sever must be configured to include the Unified Messaging Server Role.
  • Page 43 Windows Server Installation: UMS Web Services Having enabled the Unified Messaging role on the Exchange Server, the role can be configured and enabled for the mailboxes. 1. Select Start | Programs | Microsoft Exchange Server 2007 | Exchange Server Management Console. 2.
  • Page 44 a. Expand the Recipient Configuration section and select Mailbox. b. Right click on the configuration settings used for general mailbox users and select Enable Unified Messaging..c. The wizard for the mailbox Unified Messaging settings is started. d. For the Unified Messaging Mailbox Policy click on Browse... and select the previously created dial plan. Voicemail Pro Installation Page 44 IP Office...
  • Page 45 Windows Server Installation: UMS Web Services e. Select Automatically generate PIN to access Outlook Voice Access. Click Next. f. Select Manually entered mailbox extension. Enter a number that matches the digit length that was specified in the UM Dial Plan previously created. The actual number entered does not need to match an IP Office extension, only the length is important.

  • Page 46: Voicemail Email

    2.5 Voicemail Email Voicemail Email allows the voicemail server to provide a number of email functions: · Forward a Message to Email If the voicemail server is set to IP Office mailbox mode, mailbox users are able to manually forward an voicemail message to their email.

  • Page 47: Smtp Setup

    Windows Server Installation: Voicemail Email 2.5.1 SMTP Setup To configure the server SMTP email settings: 1. Start the Voicemail Pro Client. 2. Click Preferences and select General. 3. Click the Email tab. 4. Ensure that there are no settings on the MAPI sub tab. 5.
  • Page 48 · Servers This section is used to enter details of the SMTP server or servers to which the voicemail server send its messages. Voicemail Pro Installation Page 48 IP Office EN-S Issue 01b (20 June 2011)
  • Page 49 Windows Server Installation: Voicemail Email To add a server, click on the . icon. To edit the server, click on the icon. To delete a server entry, click on · Mail Domain This field is used differently depending on whether it is the first entry in the list or not: ·...

  • Page 50: Mapi Setup

    2.5.2 MAPI Setup 2.5.2.1 Domain Member Before you start to install the Voicemail Pro software, you must: Create a Voicemail Domain Account Configure Outlook for Internet Mail You are then ready to install Voicemail Pro for MAPI Voicemail Email as a Domain Member. This involves the following key stages: Install the Voicemail Pro Software Switch Voicemail Pro to MAPI...
  • Page 51 Windows Server Installation: Voicemail Email 2.5.2.1.2 Configuring Outlook for VoiceMail Email On the desktop, right-click the Outlook icon and select Properties. On the General tab, select Add. Select Microsoft Exchange Server. Click Next. In the Server field, enter the name of the Exchange Server. In the Mailbox field, enter Voicemail.
  • Page 52 2.5.2.1.3 Installing the VoiceMail Pro Software Log off and log back on using the Voicemail account and password. Install the required Voicemail Pro software. When the installation process requests a User Name and Password for the Voicemail Pro service, enter the Voicemail account details.
  • Page 53 Windows Server Installation: Voicemail Email 6. Click Save and Make Live. Voicemail Pro Installation Page 53 IP Office EN-S Issue 01b (20 June 2011)
  • Page 54 2.5.2.2 Work Group Member Before you start to install the Voicemail Pro software, you must: Create a Voicemail User Account Configure Outlook Express for Internet Mail Configure Outlook for Voicemail Email Configure Outlook for Exchange Server The user name and password created are requested as part of the installation of the Voicemail Pro service. The process described here assumes that Outlook is installed but has not been previously used or configured.
  • Page 55 Windows Server Installation: Voicemail Email 2.5.2.2.3 Configuring Outlook Express for Internet Mail To configure Outlook Express for Internet Mail Click the Outlook Express icon to start the Configuration wizard. In the Display name box enter Voicemail. Click Next. Select I already have an e-mail address that I'd like to use and enter the address in E-mail address, eg. voicemail@example.com.
  • Page 56 2.5.2.2.4 Configuring Outlook for Internet Mail For the installation of Outlook to work correctly, the following setup process must be followed. Outlook can be configured in two ways. Using the Wizard, prior to completing the steps below will cause Outlook not to send the messages correctly. To configure Outlook for Internet Mail: Right-click the Outlook icon on the desktop and select Properties.
  • Page 57 Windows Server Installation: Voicemail Email 2.5.2.2.5 Configuring Outlook for Exchange Server This option may be configured if Outlook is to be configured to connect to the Exchange Server, using a valid user name and password, while the Voicemail PC remains a member of a work group. To configure Outlook for Exchange Server: Create a new mailbox on the Exchange Server, for example Voicemail, and assign it the same password as has been configured on the voicemail PC.
  • Page 58 · Enable MAPI Selecting this option will switch the voicemail server to using MAPI for its email options rather than SMTP. · Profile This is used to select the MAPI email account the voicemail server should use to provide visibility to the email account mailboxes for which it requires access.
  • Page 59 Windows Server Installation: Voicemail Email 2.5.2.2.8 Changing SMTP Email Account Settings To change SMTP Email Account Settings: Open the Windows Control Panel. Select IP Office Voicemail Pro. Select the SMTP Email Settings tab. Enter the settings to match the customer's email server and the email account configured on that server for the Voicemail Pro service.

  • Page 60: Voicemail Email Operation

    2.5.3 Voicemail Email Operation 2.5.3.1 User and Group Configuration The email address for each user and hunt group is set through the IP Office configuration. · Voicemail Email: Default = Blank (No voicemail email features) This field is used to set the user or group email address used by the voicemail server for voicemail email operation.
  • Page 61 Windows Server Installation: Voicemail Email · Forward If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, that message is attached to an email and sent to the email address. No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication.
  • Page 62 2.5.3.3 The Voicemail Pro Email Action eMail action in Voicemail Pro can be used to send messages via email in response to caller actions in the voicemail call flow. The action can also attach a wav file. In the example above, the eMail action follows a Voice Question action. The $ in the eMail action's Attach file to email field instructs it to use the file recorded by the preceding Voice Question action.

  • Page 63: Text To Speech (Tts) Installation

    · Speak Text Actions / Prompt Recording The license for this operation depend on whether you will be using the Avaya supplied ScanSoft TTS speech engines or a 3rd party generic TTS speech engines (including the TTS speech engines included in Microsoft operating systems).

  • Page 64: Installing Generic Text To Speech

    3rd party engine installed then the Microsoft 3rd party engine is used. 2.6.2 Installing Avaya Text to Speech The Avaya TTS engine for Voicemail Pro is supplied on separate DVD's (x2) from the Voicemail Pro software . To install Avaya Text to Speech: 1.
  • Page 65 Windows Server Installation: Text to Speech (TTS) Installation 2. On the User tab, set the user's Profile to either Mobile User or Power User. 3. On the Voicemail tab · Voicemail Email Enter the user's email address. · Voicemail Email Reading Enable this option for TTS email reading.

  • Page 66: Troubleshooting

    2.7 Troubleshooting 2.7.1 Checking the Voicemail Pro Service If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically. However it is useful know how to check the services and to manually restart them if necessary. To check/restart the Voicemail Pro Service: Open the Windows Control Panel.
  • Page 67 Using a Batch File to Start Services In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order. In this circumstance, it can be advisable to create a batch file which will delay the start of these services until the PC is fully running.

  • Page 68: Voicemail Pro User Log

    2.7.2 Voicemail Pro User Log User authentication failures are logged in the event viewer, under VMPro User Log. The following details are logged: · UserID · Tool name · IP address of the Client trying to log in. To view the log details: 1.

  • Page 69: Tracing In Debug

    Windows Server Installation: Troubleshooting 2.7.3 Tracing in Debug Many applications, including Voicemail Pro, output activity messages that are viewable in Debug View (DbgView). This application can be downloaded from http://marketingtools.avaya.com/knowledgebase/tools/debug. Installation 1. Download the zip file. 2. Unpack the files into a folder such as c:\debug on the server PC.

  • Page 70: The Voicemail Console

    Filtering 1. Select View | Debug Filters. 2. Select the module for which you want to increase/decrease reporting. 3. In the right hand panel adjust the level of reporting. 4. Close the Configure Debug Filters window. 2.7.4 The Voicemail Console The voicemail console mode (that is running as the voicemail service in Interact with desktop mode) is no longer used.

  • Page 71: Linux Server Installation

    Chapter 3. Linux Server Installation Voicemail Pro Installation Page 71 IP Office EN-S Issue 01b (20 June 2011)

  • Page 72: 3. Linux Server Installation

    3. Linux Server Installation A Voicemail Pro server is one of the applications that can be selected for installation as part of the IP Office Application Server installation. That process is covered separately in the IP Office Application Server documentation. ·...

  • Page 73: Using The Voicemail Pro Client

    Chapter 4. Using the Voicemail Pro Client Voicemail Pro Installation Page 73 IP Office EN-S Issue 01b (20 June 2011)

  • Page 74: 4. Using The Voicemail Pro Client

    4. Using the Voicemail Pro Client The Voicemail Pro client is used to administer the Voicemail Pro server. This section covers only the basic operation of the Voicemail Pro client to connect to a Voicemail Pro server. Full details of administration using the client are covered in the "IP Office Voicemail Pro Administration"...

  • Page 75: Logging In To The Server

    Using the Voicemail Pro Client: 4.1 Logging in to the Server If you start the Voicemail Pro client on the same computer as the voicemail server, it will assume that you wish to manager the server and will automatically load its settings. You will have full access to all the servers settings, you do not need to login with an administrator account name and password.
  • Page 76 · Alternatively click on Browse to search the local network for a server and select a server from the results. 3. If connection to a remote server, the following menu may appear. If you select Download, any existing call flow you may have loaded in the client will be overwritten.

  • Page 77: Confirm Call Flow Download Window

    Using the Voicemail Pro Client: Logging in to the Server 4.2 Confirm Call Flow Download Window When you connect to a server across a LAN or WAN to view or modify the call flow on the server, a check is made to see if the call flow that is stored locally on the client is the same.

  • Page 78: Saving Changes And Making Them Live

    4.4 Saving Changes and Making them Live The call flow settings shown and edited using the Voicemail Pro client are stored in a database file (Vmdata.mdb) on the voicemail server. However, when edited, the changes are not automatically applied to the operation of the voicemail server.

  • Page 79: Ip Office Configuration

    Chapter 5. IP Office Configuration Voicemail Pro Installation Page 79 IP Office EN-S Issue 01b (20 June 2011)

  • Page 80: 5. Ip Office Configuration

    5. IP Office Configuration The default IP Office configuration settings allow almost immediate voicemail operation as soon as a voicemail server is running on the LAN. Those default settings are: · Voicemail running on a PC accessible by the IP Office using a broadcast address of 255.255.255.255. ·...

  • Page 81: User And Group Mailboxes

    IP Office Configuration: 5.1 User and Group Mailboxes The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application. Whenever the Voicemail Pro is restarted or the IP Office configuration is changed, new mailboxes are created for any new names that are found.

  • Page 82: System Settings

    · Message Button Go To Visual Voice Many Avaya phones have a fixed button labeled MESSAGES which can be used by the phone user to access their mailbox. If this option is selected, then on phones able to support Visual Voice, visual voice is used when the button is pressed rather than the standard voice prompt interface.
  • Page 83 IP Office Configuration: System Settings · Voicemail Channel Reservation For calls going to voicemail from the IP Office, the IP Office can restrict how many sessions of various types are active at the same time. See Voicemail Channel Reservation · DTMF Breakout (IP Office 5.0) Previous breakout numbers for a user mailbox were set through the user voicemail settings .

  • Page 84: User Voicemail Settings

    5.3 User Voicemail Settings Voicemail can be configured for each individual user in IP Office Manager. 1. Open IP Office Manager. 2. In the Navigation pane, click User and select the individual user. 3. Select the Voicemail tab. · Voicemail Code / Confirm Voicemail Code These fields are used to set or change the user's mailbox passcode.
  • Page 85 IP Office Configuration: User Voicemail Settings · Off If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension. · Copy If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, a copy of the message is attached to an email and sent to the email address.

  • Page 86: User Source Numbers

    5.4 User Source Numbers The Source numbers can be changed for individual users in IP Office Manager. The Source Numbers tab gives a list of Dial In Source Numbers. Several of these numbers can relate to voicemail operation. The source number settings that can be used for Voicemail Pro are: ·...

  • Page 87: Hunt Group Settings

    IP Office Configuration: User Source Numbers 5.5 Hunt Group Settings Voicemail can be configured for each hunt group on the IP Office system. This section looks at the basic voicemail settings. Voicemail Answer Time For IP Office 4.0+, the condition under which calls targeted to a hunt group go to voicemail has been changed to a timeout.
  • Page 88 · Users can change their voicemail email mode using visual voice. If the voicemail server is set to IP Office mode, user can also change their voicemail email mode through the telephone prompts. The ability to change the voicemail email mode can also be provided in a call flow using a Personal Options Menu action or a Generic action.

  • Page 89: Voicemail Channel Reservations

    IP Office Configuration: Hunt Group Settings 5.6 Voicemail Channel Reservations By default inbound calls routed from IP Office to voicemail are able to use any available voicemail channels, up to the limit of the number of licensed channels , regardless of how many calls of the same type are already in progress. However, if required, channels can be reserved for different types of inbound calls to the voicemail server.
  • Page 90 To view the utilization of voicemail channels: 1. Open the System Status Application. 2. Click Resources. The System Resources summary is displayed. The following details are displayed: · The number of voicemail channels available. · The number of channels in use. ·...

  • Page 91: System Preferences

    Chapter 6. System Preferences Voicemail Pro Installation Page 91 IP Office EN-S Issue 01b (20 June 2011)

  • Page 92: 6. System Preferences

    6. System Preferences A range of voicemail server settings can be set through the Voicemail Pro client. To change the Voicemail Pro Preferences 1. Click the Preferences icon and then choose General or VPNM. Alternatively, from the Administration menu, select Preferences and then choose General or VPNM. 2.

  • Page 93: General

    System Preferences: 6.1 General Although the default IP Office configuration settings allow voicemail to start operating almost immediately, as soon as a voicemail server is running on the LAN, there are some general system preferences that you can set or change. To set up general system preferences: 1.
  • Page 94 · Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number. As the system administrator, you still need to set a system fax number to enable mailbox owners to override it with their preferred personal fax number. Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to the mailbox owner's personal fax number, if one has been set.

  • Page 95: Directories

    System Preferences: General 6.2 Directories When Voicemail Pro is installed some default folder locations are used. You can change these if required. To set the location of Voicemail system folders: 1. Display the main Voicemail Pro window. 2. From the Administration menu, select Preferences > General. 3.

  • Page 96: Email

    6.3 Email The Email tab is used to configure which email mode the voicemail server should use and the settings for that mode. 6.3.1 MAPI This form is used to configure MAPI settings for use by the voicemail server. Not supported for use with a Linux based server.
  • Page 97 System Preferences: Email In the example below, the first entry is being used for messages to other voicemail servers. Its own address is used as both the domain and server settings. The next entry is used for other emails that use the customer's general email domain address with the server set to the customers email server.
  • Page 98 SMTP Sender Settings · Logging If selected, SMTP logging by the server is enabled. · Servers This section is used to enter details of the SMTP server or servers to which the voicemail server send its messages. Voicemail Pro Installation Page 98 IP Office EN-S Issue 01b (20 June 2011)
  • Page 99 System Preferences: Email To add a server, click on the . icon. To edit the server, click on the icon. To delete a server entry, click on · Mail Domain This field is used differently depending on whether it is the first entry in the list or not: ·...

  • Page 100: Smtp Receiver

    6.3.3 SMTP Receiver This tab is used to set where the voicemail server checks for incoming SMTP messages. The SMTP Receiver setting can be set to either Internal or External. Internal · Use this option for voicemail servers running on the IP Office Application Server server. External ·...
  • Page 101 System Preferences: Email External The External setting should be used when the voicemail server should check the mail drop folder on a local SMTP server for SMTP email messages. For example, when there is an IIS server with SMTP enabled on the same server PC as the Voicemail Pro server.

  • Page 102: Housekeeping

    6.4 Housekeeping This tab is used to set the Voicemail Pro server settings for automatically deleting messages and for the default playback order of messages. For Voicemail Pro 6.0+ it is also used to access options for backing up and restoring voicemail messages and settings.
  • Page 103 System Preferences: Housekeeping · Deleted Messages This status is used for messages that have been marked as deleted through mailbox access. 5. Click OK. 6. Click Save and Make Live and select Yes. Voicemail Pro Installation Page 103 IP Office EN-S Issue 01b (20 June 2011)

  • Page 104: Snmp Alarm

    6.5 SNMP Alarm The IP Office system can be configured to send alarms. These alarms can be sent from the IP Office using SNMP, SMTP email or Syslog alarm formats. This tab is used to sets the levels at which the voicemail server will indicate to the IP Office to send an alarm.

  • Page 105: Outcalling

    System Preferences: SNMP Alarm 6.6 Outcalling The outcalling preferences in Voicemail Pro are defaults for global operation. Mailbox owners can configure their own outcalling options from their telephone, for example, create their own time profile. Details on how users can configure outcalling are found in the Intuity Mailbox User Guide. A timeout value can also be set by a user.
  • Page 106 Voicemail Pro Installation Page 106 IP Office EN-S Issue 01b (20 June 2011)

  • Page 107: Vpnm

    To add a VPNM server: In the VPNM Server(s) section, click Add. Enter the fully qualified domain name of the remote VPNM destination (the remote Voicemail Pro server PC or Avaya Interchange). Enter the two digit access prefix, if these are being used.
  • Page 108 To add a user to VPNM server: In the Users for VPNM Server(s) section, click Add. The Adding a new user window opens. Enter details for the user. All of these details MUST be completed before the user can be added. Select the VPIM server from the listing.
  • Page 109 System Preferences: VPNM To add a group of users: (Optional) Check the option Enable WildCard. When this option is selected you can use the question mark symbol (?) to represent any number. In the Users for VPNM Server(s) section, click Add Range. The Adding a range of users window opens. Enter details for the users.
  • Page 110 Voicemail Pro Installation Page 110 IP Office EN-S Issue 01b (20 June 2011)

  • Page 111: Centralized Voicemail Pro

    Chapter 7. Centralized Voicemail Pro Voicemail Pro Installation Page 111 IP Office EN-S Issue 01b (20 June 2011)

  • Page 112: 7. Centralized Voicemail Pro

    7. Centralized Voicemail Pro A Small Community Network (SCN) consists of several IP Office telephone systems. These are connected using H323 Lines where the Supplementary Services settings of the lines has been set to IP Office SCN. For details refer to the IP Office Manager documentation.

  • Page 113: Centralized Voicemail

    Centralized Voicemail Pro: 7.1 Centralized Voicemail Within a Small Community Network, a single Voicemail Pro server can be used to provide voicemail features for all the IP Offices in the SCN. One IP Office is configured for operation with the Voicemail Pro server as normal, including the license for voicemail operation and the features required.

  • Page 114: Fallback Ip Office Control

    7.2 Fallback IP Office Control IP Office Release 5.0+ supports a number of fallback features for Small Community Networks. In conjunction with Voicemail Pro 5.0+, fallback can include one of the IP Offices assuming control of the voicemail server should the central IP Office become unavailable on the network.

  • Page 115: Backup Voicemail Server Operation

    Centralized Voicemail Pro: Fallback IP Office Control 7.3 Backup Voicemail Server Operation For IP Office Release 6.0, the central IP Office hosting the Voicemail Pro server can be configured with the IP address of a backup voicemail server. If the central voicemail server becomes unavailable to the network, the backup server will be used to provide voicemail services.
  • Page 116 Configuring Backup Server Operation 1. The Voicemail Pro server software is installed as normal on the backup server PC. The voicemail server is not specifically configured as being a backup server. 2. The central IP Office hosting the primary voicemail server is configured with the IP addresses of both the primary voicemail server and the backup voicemail server.

  • Page 117: Distributed Voicemail Servers

    Centralized Voicemail Pro: Backup Voicemail Server Operation 7.4 Distributed Voicemail Servers For IP Office Release 6.0, remote IP Offices in the Small Community Network can be associated with another voicemail server in addition to the centralized voicemail server. The additional distributed server then provides all voicemail services (except message storage and collection) for that IP Office.
  • Page 118 Summary of IP Office Configuration Settings for Distributed Voicemail Severs IP Office Settings Central IP Office Other IP Offices IP Office with Distributed Server Voicemail Type Voicemail Pro Centralized Voicemail Distributed Voicemail Voicemail IP Set to the central voicemail Not used. Set to the distributed voicemail Address server PC's IP address.

  • Page 119: Combined Options

    Centralized Voicemail Pro: Distributed Voicemail Servers 7.5 Combined Options The various centralized voicemail options (standard, fallback, backup and distributed) can be used within the same Small Community Network. · An IP Office using a distributed voicemail cannot be used as the fallback IP Office for the central IP Office. ·...
  • Page 120 Example: Combined Fallback Control and Backup Server Operation In the example below the fallback IP Office control backup voicemail server peration can be combined. · Central IP Office Unavailable If the central IP Office becomes unavailable on the network, the fallback IP Office assumes control of voicemail services using the centralized voicemail server.

  • Page 121: Installation Notes

    Centralized Voicemail Pro: Combined Options 7.6 Installation Notes SMTP Configuration Both the distributed voicemail and backup voicemail scenarios use the same mechanism for the information exchange between the servers. That mechanism uses SMTP emails between the IIS on each of the voicemail servers. Note that this means a server with Microsoft Exchange installed (such as a SBS server) cannot be used as Exchange replaces the IIS SMTP service.
  • Page 122 · For a Windows based voicemail server, these emails will be received on port 25 by IIS and will be placed in its mail drop folder. To obtain the name, right-click on My Computer and select Properties . The Computer Name tab shows the information that should be used as Full computer name. The name must be used, IP addresses are not used.
  • Page 123 Centralized Voicemail Pro: Installation Notes 4. DNS Host Routing (Optional) SMTP operation uses fully qualified domain names that need to be resolved to IP addresses by the network's DNS server. To guarantee name resolution, the hosts files on each server can be used. Note however that if this method is used, any changes to IP addresses of servers will need to be reflected in the file update.
  • Page 124 Voicemail Pro Installation Page 124 IP Office EN-S Issue 01b (20 June 2011)
  • Page 125 Centralized Voicemail Pro: Installation Notes Check the Server Connections 1. Check Connection to the Central Server In the following tests, remember to use the fully qualified domain name of each server. a. Ping Test Make a ping from the server to the central server, for example ping vmpro1.example.com. You should see a series of 4 successful replies from the sever.
  • Page 126 Voicemail Pro Installation Page 126 IP Office EN-S Issue 01b (20 June 2011)

  • Page 127: Smtp Logging

    Chapter 8. SMTP Logging Voicemail Pro Installation Page 127 IP Office EN-S Issue 01b (20 June 2011)

  • Page 128: 8. Smtp Logging

    SMTP error logging can be enabled to generate a log of SMTP activity. For a Windows based Voicemail Pro installation, the activity is logged in a file in C:\Program Files\Avaya\IP Office\Voicemail Pro\VM\logs. The file name includes a date stamp for the day on which it is generated. For a Linux based server the log files can be archived and downloaded using the web control menus.
  • Page 129 SMTP Logging: Voicemail Pro Installation Page 129 IP Office EN-S Issue 01b (20 June 2011)

  • Page 131: Index

    Automatic Message Deletion 102 Dial In Source Numbers 86 Avaya Text Directory View 68 Installing Disk Space 20 Speech Disk Space Left 104 Avaya TTS 63, 64 Domain 100 Avaya TTS CD 64 SMTP 47, 96 Avaya-Scansoft TTS drop folder 100 compare DTMF signalling received 93 backupreg.bat 28...
  • Page 132 Generic Text Supported Installing Last In-First Out 102 Speech Licenses generic Text To Speech 64 Feature Specific Generic TTS 64 Port Group Mailbox Names 81 Required licenses exist 63 LIFO 102 H<Group Name 86 Live 78 HMain 86 Local System Account 70 Housekeeping 102 Log Preferences 69 Housekeeping tab 102...
  • Page 133 SNMP 104 Profile 52, 57, 96 SNMP Alarms Program Maintenance window 30 Setting program provides 70 Software 28, 64, 69, 75 Program window 30 SOFTWARE/Avaya/Integrated Messaging/Admin” 69 Prompts 9 SOFTWARE/Avaya/Integrated Messaging/Client” 69 Provide 69 Source 86 Provide tracing Source Numbers indicate...
  • Page 134 Voicemail Console 70 Voicemail Destination tab gives Leave list Voicemail Domain Account TCP/IP networking 19 Creating telephone number including 86 Voicemail Email 63, 64, 84, 87 Telnet 121 MAPI temp/backup.mdb 28 Voicemail Email Mode Text To Speech 63, 64 Select 84, 87 TimeAndTrace 69 Voicemail Email Reading 64, 84...
  • Page 135 Index voicemail service 26, 66 Voicemail System 95 Voicemail System Files 95 Voicemail Trusted Source Access 86 Voicemail Type 82 Line Voicemail User Account 64 Create VoIP 112 VPNM delete Select VRL 93 VRL Record Length 93 Waiting Indication 86 WAN 75, 77 Windows 2000 70 Windows Explorer 30...
  • Page 137 Voicemail Pro Installation Page 137 IP Office EN-S Issue 01b (20 June 2011)
  • Page 138 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others.

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