Page 1 IP Office Voicemail Pro Installation and Maintenance Guide 15-601063 Issue 15b (31 May 2006)
Page 2 While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.
Page 3: Table Of Contents
Table Of Contents Introduction ..........................13 About this Guide.............................13 Voicemail Pro ........................... 15 Overview ..............................15 What's New ............................15 Voicemail Pro Features ..........................16 Voicemail Pro Software ..........................17 Number of Simultaneous Voicemail Users....................18 User, Group and Mailbox Names......................19 Supported Languages ..........................19 System Planning Form ...........................20 Installation Types and Requirements..................
Page 4 Installing Voicemail Pro Software with VPNM Support................58 Configuring VPNM Accounts with Voicemail Pro ..................62 Testing a VPNM Setup ...........................63 IP Office to Avaya Interchange .......................63 Configuring the Avaya Intuity Audix ......................63 Configuring the Avaya Interchange Interface..................64 Configure the Interchange VPIM Interface to Voicemail Pro...............66 Configuring a DNS Server ........................67...
Page 5 Table Of Contents Installing the IMS Client Software ......................92 Testing Installation of the IMS Client ....................93 Checking and Observing IMS Operation....................93 Upgrading Voicemail Pro ......................95 Overview ..............................95 Upgrading from Voicemail Lite........................95 Removing Voicemail Lite........................95 Moving the Voicemail Lite Folders .....................96 Selecting the Mailbox Mode .......................96 Upgrading a Voicemail Pro System ......................96 Exporting the Voicemail Pro Database....................97...
Page 6 Voicemail Pro Installation and Maintenance Guide Managing Voicemail Pro Users..................... 125 Overview ..............................125 Configuring Voicemail for Individual Users ..................125 Setting Up Voicemail Transfer Options for a User ................127 Changing the Inactivity Timeout......................127 Configuring User Source Numbers .......................128 Using Start Points ........................129 Start Points............................129 Adding a Start Point..........................130 Short Code Start Points........................130...
Page 7 Table Of Contents Telephony Actions..........................146 CLI Routing Action..........................146 Route Incoming Call Action ........................146 Route by Call Status..........................146 Transfer Action .............................146 Whisper Action .............................147 Call List Action............................147 Dial by Name Action ..........................148 Conferencing Center Action........................148 Assisted Transfer Action........................149 Alphanumeric Action..........................149 Miscellaneous Actions ..........................150 eMail Action............................150 Open Door Action..........................151 Alarm Set Action...........................151...
Page 8 Voicemail Pro Installation and Maintenance Guide Giving Users Remote Access to Voicemail ................. 167 Overview ..............................167 Giving All Users Access from Any Extension ..................167 Giving a Specific User Access from Any Extension ................167 Giving Users Access from a Trusted Location ..................168 Giving Users Voicemail Access from an External Location ..............168 Giving Users Direct Voicemail Access from a Trusted External Location..........168 Setting Up Voicemail Pro Callback..................
Page 9 Table Of Contents Customizing Manual Recording ......................189 Automatic Call Recording ........................190 Setting Recording Times, Frequency and Destination ................190 Hiding Auto Record Indication ......................191 Customizing Auto Recording ........................191 Configuring Fax Servers ....................... 193 Overview ..............................193 Configuration Overview ........................194 Setting the Voicemail Pro System Fax Number ..................195 Setting Up a Short Code for Routing Faxes to Prefixed Numbers ............197 Setting Up a User Defined Fax Number....................198 Routing Fax Calls Using a Menu Action....................198...
Page 10 Voicemail Pro Installation and Maintenance Guide VBScript..........................231 VB Script Action ...........................231 Properties.............................231 VBScript Properties ..........................232 CallingParty Property..........................232 EstimatedAnswer Property ........................232 LastAccessedMsg Property ........................232 Locale Property ............................233 Name Property .............................233 NewMsgs Property ..........................233 OldMsgs Property..........................234 PositionInQueue Property........................234 Result Property.............................234 SavedMsgs Property ..........................235 SavedResult Property...........................235 Variable Property..........................235 VBScript Methods..........................235...
Page 11 Table Of Contents Troubleshooting........................251 Overview ..............................251 The Voicemail Console.........................251 Running the Service as a Console......................252 Starting the Voicemail Pro Service .......................254 Voicemail Pro User Log........................255 Appendix A: Prompts ......................257 US English Intuity Prompts ........................257 English Non-Intuity Prompts .........................268 Glossary..........................
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Page 13: Introduction
Introduction About this Guide This guide describes how to install and configure Voicemail Pro on an IP Office. This guide is for Avaya professional services staff, business partners, and system integrators but can be used by anyone who has been trained to install or configure Voicemail Pro. These instructions assume that you are familiar with IP Office Manager.
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Page 15: Voicemail Pro
Voicemail Pro Overview Voicemail Pro comprises the following components:  Voicemail Pro This voicemail program requires an IP Office license key to run. It builds on Voicemail Lite by offering a high degree of customization for any mailbox. Voicemail Pro consists of both a Server Program and a Client for administration of the server.
Page 16: Voicemail Pro Features
Voicemail Pro Installation and Maintenance Guide  It is not possible for more than one user to log in with a single Voicemail Pro Client at a time. Therefore a default timeout is set so that an inactive user is warned and then logged out so that another user can log in with the Client.
Page 17: Voicemail Pro Software
Voicemail Pro is supplied on CD.  Voicemail Pro 3.2 is supplied on two CDs. The first CD contains the Voicemail Pro program. The second CD contains Avaya IP Office ContactStore.  The standard Voicemail Pro 3.2 CD includes the software components for generic TTS.
Page 18: Number Of Simultaneous Voicemail Users
Voicemail Pro Installation and Maintenance Guide  IMS Server and Administration Tool IMS (Integrated Messaging System) provides sophisticated voicemail and email integration between the Voicemail Pro Server and Microsoft Exchange. IMS consists of a number of components.  IMS Voice Service and Gateway Service These are installed onto the Voicemail Pro Server PC.
Page 19: User, Group And Mailbox Names
Voicemail Pro User, Group and Mailbox Names The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application. Whenever either the voicemail server or the IP office control unit restarts, new mailboxes are created for any new names that are found.
Page 20: System Planning Form
Supported Languages and Countries The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language. Contact your local Avaya office for details of which countries support IP Office. Note ...
Page 21: Installation Types And Requirements
 ACM Gateway This is used to provide voicemail support for an Avaya G.150 unit being used as a branch office gateway to ACM with Modular Messaging. The installation and setup of such a system, including the voicemail aspects, are covered in separate Avaya G.150 documentation. For more information see Installing the ACM Gateway.
Page 22: Requirements
If Voicemail Pro server is installed without a license it will run for 2 hours and then shut down.  A license for all components of Voicemail Pro that you are installing.  The IP Office Voicemail Pro CD. Tips  Installation on the same PC as the one being used for IP Office Manager is recommended.
Page 23 Installation Types and Requirements The table that follows gives the minimum recommended PC specification. Using a PC with a lower specification may degrade voicemail operation. Applications Minimum Intel Intel Notes Pentium Celeron Resources VM Pro 256MB RAM To avoid replacing the server when 1.4GHz.
Page 24: Network Requirements
255MB. A custom installation, including VPNM and IMS requires up to 2GB of disk space. However prompts and recorded messages consume an additional 1MB of disk space per minute. For Avaya IP Office - Small Office Edition, you can expect to require at least 200 minutes of message recording space, that is 200MB.
Page 25: Integrated Messaging Service Connection Requirements Connection Requirements
A list equating Exchange User account names with voicemail box users is required. ContactStore Requirements The current IP Office Voice Recording Library (VRL) application is Avaya ContactStore for IP Office. This application and its installation are documented separately. However: ...
Page 26 Enables use of text to speech facilities using the default Windows and third party TTS engines. One license per simultaneous instance of TTS usage.  VMPro TTS (ScanSoft) Enables use of text to speech facilities using Avaya supplied TTS (ScanSoft) engines. One license per simultaneous instance of TTS usage.  Networked Messaging Enables the use of Voicemail Pro Network Messaging.
Page 27: Installing The Voicemail Pro Server And Client
Installing the Voicemail Pro Server and Client Overview When you complete a full Voicemail Pro installation you install the Voicemail Pro Server and Client together. With this option you can select some or all Voicemail Pro features to install. You can choose a Compact, Typical or Custom installation.
Page 28: Installation Process
To install compact Voicemail Pro Server and Client: 1. Insert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to locate Setup.exe on the CD and then run it. The Choose Setup Language window is displayed.
Page 29 If the following window is displayed, Voicemail Pro is already installed. You need to upgrade rather than install a new version. For more information, see Upgrading a Voicemail Pro System. Otherwise the IP Office Voicemail Pro installation starts and the Welcome window is displayed. 5. In the Welcome window, click Next >.
Page 30 22. Click Finish to restart now. 23. When the computer restarts, log back in. The IP Office Voicemail Pro - ACM Gateway Settings window is displayed. 24. In the Mail Server box, type the name of the mail server to use.
Page 31: Installing Typical Voicemail Pro Server And Client
To install typical Voicemail Pro Server and Client: 1. Insert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to locate Setup.exe on the CD and then run it. The Choose Setup Language window is displayed.
Page 32 If the following window is displayed, Voicemail Pro is already installed. You need to upgrade rather than install a new version. For more information, see Upgrading a Voicemail Pro System. Otherwise the IP Office Voicemail Pro installation starts and the Welcome window is displayed. 5. In the Welcome window, click Next >.
Page 33 26. When the computer restarts, log back in. 27. When the server PC has restarted, the IP Office Voicemail Pro - Email Settings window is displayed so that you can specify the name of the email account to use for outgoing SMTP e- mails from the Voicemail Pro server.
Page 34: Installing Custom Voicemail Pro Server And Client
Voicemail Pro Installation and Maintenance Guide 31. 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 35: Configuring Windows 2003 To Work With Web Campaigns
Installing the Voicemail Pro Server and Client Configuring Windows 2003 to Work with Web Campaigns The following configuration changes are required for IIS version 6 running on a Windows 2003 server. To configure Windows 2003: 1. Open the Windows Control Panel. 2.
Page 36 Voicemail Pro Installation and Maintenance Guide To start the Voicemail Pro Service: 1. Open the Windows Control Panel. 2. Select Administrative Tools. 3. Select Services. 4. The Voicemail Pro Server service should be visible. Its Status should be Started and the Startup Type should be set to Automatic.
Page 37: Installing The Voicemail Pro Client Only
To install the Voicemail Pro Client only: 1. Insert the IP Office Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start, browse to and run Setup.exe on the CD. The Choose Setup Language window is displayed.
Page 38 Voicemail Pro Installation and Maintenance Guide 5. In the Welcome window, click Next >. The Customer Information window is displayed. 6. In the Customer Information window, type a user name and the company name or use the default names that are proposed. These settings do not affect Voicemail Pro when it is installed.
Page 39: Installing The Acm Gateway
To install the ACM Gateway: 1. Insert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to locate Setup.exe on the CD and then run it. The Choose Setup Language window is displayed.
Page 40 Voicemail Pro Installation and Maintenance Guide Otherwise the IP Office Voicemail Pro installation starts and the Welcome window is displayed. 5. In the Welcome window, click Next >. The Customer Information window is displayed. 6. In the Customer Information window, type a user name and the company name or use the default names that are proposed.
Page 41 23. Choose Message Networking/Interchange to use Interchange or Modular Messaging to use Modular Messaging.1 24. Click Next >. The IP Office Voicemail Pro SMTP Email Settings window is displayed. 25. In the Mail Server box, type the name of the SMTP mail server. This should be the fully qualified domain name.
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Page 43: Installing Voicemail Email
Installing Voicemail Email Overview Voicemail Email sends mailbox users who have been configured with an email address, an e-mail whenever their mailbox contains a new message. The notification email can contain an alert about the message or an attached copy of the message. Note ...
Page 44: Installing Voicemail Pro For Mapi Voicemail Email As A Domain Member
Voicemail Pro Installation and Maintenance Guide Installing Voicemail Pro for MAPI Voicemail Email as a Domain Member Important  Before you start to install the Voicemail Pro software, you must: 1. Create a Voicemail domain account. For more information, see Creating a Voicemail Domain Account.
Page 45: Installing The Voicemail Pro Software
Installing Voicemail Email 8. When you are asked if you travel with this computer, select No. 9. Click Next >. 10. Click Finish. 11. Highlight the MS Exchange Settings and click Properties. 12. Highlight Microsoft Exchange Server and click Properties. 13.
Page 46: Switching Voicemail Pro To Mapi
Voicemail Pro Installation and Maintenance Guide Switching Voicemail Pro to MAPI By default the Voicemail Pro installation process assumes that SMTP will be used and requests SMTP email account settings during installation setup. Voicemail Pro uses MAPI and so the Voicemail Pro must be switched to MAPI operation.
Page 47: Voicemail Pro Installation And Maintenance Guide
Installing Voicemail Email Installing Voicemail Pro for MAPI Voicemail Email as a Work Group Member Important  Before you start to install the Voicemail Pro software, you must: 1. Create a Voicemail User Account. For more information, see Creating a Voicemail User Account. 2.
Page 48: Configuring Outlook Express For Internet Mail
Voicemail Pro Installation and Maintenance Guide Configuring Outlook Express for Internet Mail To configure Outlook Express for Internet Mail: 1. Click the Outlook Express icon to start the Configuration wizard 2. In the Display name box enter Voicemail. 3. Click Next >. 4.
Page 49: Configuring Outlook For Exchange Server
Installing Voicemail Email 7. The Incoming Mail Server details can be left blank as Outlook does not need to check for mail. Otherwise enter the account name and password, ie. Voicemail. select Remember password. 8. Select the Connection tab. Select Connect using my local area network (LAN). Click Next >. 9.
Page 50: Installing The Voicemail Pro Software
Voicemail Pro Installation and Maintenance Guide 13. Open Outlook and select Yes to register Outlook as the default email application. 14. Select Tools | Options. 15. Choose the Preferences tab. Click Email Options. 16. Uncheck Save copies of messages in Sent Items folder. (Note: You may want this option selected during initial setup and troubleshooting.
Page 51 Installing Voicemail Email To switch Voicemail Pro to MAPI: 1. Start the Voicemail Pro Client. 2. Click Preferences and select General. 3. Click the MAPI tab. 4. The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP. ...
Page 52: Changing Smtp Email Account Settings
To change SMTP Email Account Settings: 1. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro. 3. Select the SMTP Email Settings tab. 4. Enter the settings to match the customer's email server and the email account configured on that server for the Voicemail Pro service.
Page 53: Configuring E-Mail Users And Groups For Voicemail Email
Installing Voicemail Email 6. Enter the email address for the account setup on the customer's email server for the Voicemail Pro service. 7. Click Check to test the connection to the specified email account. 8. Click OK. Configuring E-mail Users and Groups for Voicemail Email Voicemail Email can be used with user mailboxes and hunt group mailboxes.
Page 54: Ip Office Ip Office Manager Settings
Voicemail Pro Installation and Maintenance Guide IP Office IP Office Manager Settings The Voicemail Email settings are found on the Voicemail tab of the user or hunt group form in IP Office Manager. Voicemail Email The user's or group's email address. Voicemail Email ...
Page 55: How Voicemail Email Messages Look
Installing Voicemail Email  Alert Send an email alert for each new voicemail message but do not attach a copy of the message.  Note: Forward and Copy should be used with care. Each 1 minute message will result in a 1MB wav file.
Page 56: The Voicemail Pro Email Action
Voicemail Pro Installation and Maintenance Guide 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.
Page 57: Installing Networked Messaging (Vpnm)
The instructions provided here should be read in conjunction with the other Avaya guides, for example "Avaya Interchange Release 5.4, Adding a VPIM System to Your Network". This is because the setup for Interchange VPIM is the same as for VPNM.
Page 58: Requirements For Vpnm
To install Voicemail Pro Software with VPNM support: 1. Insert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to locate Setup.exe on the CD and then run it. The Choose Setup Language window is displayed.
Page 59 Modify and check the Integrated Messaging check box later in the installation process. Otherwise the IP Office Voicemail Pro installation starts and the Welcome window is displayed. 5. In the Welcome window, click Next >. The Customer Information window is displayed.
Page 60 Voicemail Pro Installation and Maintenance Guide 15. Scroll down and check VPNM. 16. Ensure that the following are selected:  The Voicemail Pro Campaign Web Component is not required for VPNM but is installed as part of a typical Voicemail Pro Server installation. If a web server has already been installed but the Voicemail Pro Campaign Web Component is not required, uncheck it to remove it.
Page 61 28. Click Finish to restart now. 29. When the server PC has restarted, the IP Office Voicemail Pro - Email Settings window is displayed so that you can specify the name of the email account to use for outgoing SMTP e- mails from the Voicemail Pro server.
Page 62: Configuring Vpnm Accounts With Voicemail Pro
3. In the VPNM Servers area select Add. 4. Enter the fully qualified domain name of the remote VPNM destination (the remote Voicemail Pro server PC or Avaya Interchange). 5. Enter the Access Prefix, if these are being used. 6. Click OK.
Page 63: Testing A Vpnm Setup
This section is based upon the S8100/G600 Intuity Audix. It is assumed that the IP address of the S8100 processor is known. A browser should be available and the Avaya Terminal Emulator or the equivalent to do the necessary configuration.
Page 64: Configuring The Avaya Interchange Interface
Interchange and "Send to non-Administered Recipients" is set to yes, errant messages may be sent. This will waste bandwidth and processing time.  The extension Length setting is the dial plan length that has been configured in the Avaya Interchange. ...
Page 65  Ensure that the address range corresponds to the mailboxes on the Intuity Audix system that are eligible to receive messages. Set the parameters as shown.  Avaya Interchange? = n  Mailbox ID Length = 5  Default Language = us-eng ...
Page 66: Configure The Interchange Vpim Interface To Voicemail Pro
Voicemail Pro Installation and Maintenance Guide Configure the Interchange VPIM Interface to Voicemail Pro These steps follow the instructions in Avaya Interchange Release 5.4 Adding a VPIM System to Your Network which should be referenced for greater detail on Interchange configuration steps and options.
Page 67: Configuring A Dns Server
3. Select the Options key and then Add all entries. 4. Select Save. 5. Repeat these steps for the Avaya Intuity Audix. Avaya Interchange Enterprise List Administration This section describes how to configure a list of endpoints in the Interchange. Interchange-based lists are an efficient way to send messages to stable lists of mailboxes.
Page 68: Verification And Troubleshooting
VPNM Receiver. Check the Voicemail Pro SMTP Settings From the PC Control Panel, select the Avaya Voicemail Pro icon. 1. Select the SMTP name. 2. Ensure that the Mail Server name is exactly the name of the Voicemail Pro server PC.
Page 69 Maintenance Menu | Network Snapshot. See the status of connectivity to the Interchange. S8100 Ping Test  From the Avaya Terminal Emulator interface to the S8100, select cmd at the Enter Command prompt.  At the DOS prompt, enter ipconfig to verify the IP address and gateway.
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Page 71: Installing Centralized Voicemail
Installing Centralized Voicemail Overview A single Voicemail Pro server on a central IP Office system can be used to provide voicemail services for other remote IP Office systems. This is called Centralized Voicemail Pro. Centralized Voicemail Pro requires the IP Office systems to be linked by an IP Office Small Community Network (SCN).
Page 72: Restrictions
Voicemail Pro Installation and Maintenance Guide Restrictions  Only one Voicemail Pro server can be installed on a single Small Community Network (SCN).  Centralized Voicemail Pro is the only type of voicemail service that can run on a Small Community Network (SCN.
Page 73: Installing Centralized Voicemail Pro
2. Install and test IP Office Small Community Networking. Refer to the Job Aid "Small Community Networking". Job Aids are available from the IP Office knowledge base at www.avaya.com/ipoffice/knowledgebase.. 3. Start IP Office Manager and receive the configuration of the central system.
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Page 75: Installing The Text To Speech Feature
 VM Pro ScanSoft TTS This license enables the Voicemail Pro server to use Avaya supplied TTS engines. These engines currently provide better voice quality than the Microsoft TTS engines and support a wider range of languages. They are supplied on a set of 5 CDs separate from the Voicemail Pro software CD.
Page 76: Installing Generic Text To Speech
Installing Avaya Text to Speech The Avaya TTS engine for Voicemail Pro is supplied on a set of CDs. Each CD contains a different set of languages. However in each case CD 1 is required to start the TTS engine installation process.
Page 77: Using The Speak Text Action
Installing the Text to Speech Feature Using the Speak Text Action One method of employing TTS is through adding a Speak Text action to a call flow. The text to be spoken is entered in the action's Specific tab. This text can include combinations of: ...
Page 78: Example Sapi Xml Tags
Voicemail Pro Installation and Maintenance Guide Example SAPI XML Tags Volume Controls the volume of the speech. This tag can be nested or empty.  Attributes:  level= Supports values between 0 and 100, being percentages of the system's set volume. ...
Page 79: Setting Up Text To Speech To Read E-Mail
Installing the Text to Speech Feature Spell Spell forces the engine to speak any nested text literally rather than applying any speech rules. This is useful for numbers where rather that than saying 3001 as three thousand and one for 3001, the speech required is three zero zero one.
Page 80 Voicemail Pro Installation and Maintenance Guide 3. If you have not already done so, install and test TTS operation using a Speak Text action. 4. Using IP Office Manager, load the IP Office configuration and open the settings for each user. 5.
Page 81: Installing The Integrated Messaging Service
Installing the Integrated Messaging Service Overview Integrated Messaging Service (IMS) allows users to deal with voicemails through their normal email interface (Microsoft Outlook or Exchange). Voicemails can still be handled conventionally using the telephone. Voicemails are presented with a special icon in the user's email inbox. When a voicemail is opened, a special form appears which enables the user to play back the message on their telephone.
Page 82: Ims Limitations
Voicemail Pro Installation and Maintenance Guide IMS Limitations IMS is designed to work in a system that comprises one IP Office and one Microsoft Exchange Server. It can be used in a system with more than one telephone system as long as that system has centralized voicemail using just one voicemail server.
Page 83: Ims Installation Alternatives
Installing the Integrated Messaging Service IMS Installation Alternatives The IMS Server actually consists of two components:  IMS Gateway Service.  IMS Voice Service. These components can be installed separately if required. However the following rules must be followed:  The IMS Voice Service must be installed on the Voicemail Pro server PC.
Page 84: Creating And Configuring The Ims Account
Voicemail Pro Installation and Maintenance Guide Creating and Configuring the IMS Account Complete the steps in this section to:  Create a domain user and mailbox account called IMS.  Configure the Outlook or Exchange client on the server PC to use the account that you have created.
Page 85: Installing The Ims And Voicemail Pro Software
To install the IMS and Voicemail Pro Software: 1. Insert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to locate Setup.exe on the CD and then run it. The Choose Setup Language window is displayed.
Page 86 Voicemail Pro Installation and Maintenance Guide 9. In the Choose Destination Location window, click Browse and choose the folder where the Voicemail Pro files are to be installed. Otherwise click Next > to use the proposed folder. The Messaging Components window is displayed so that you can choose the components that you want to install.
Page 87  This step fails if the licenses are not valid on the IP Office. 29. After the services have started, the installation process continues. The IP Office Voicemail Pro - System Settings window is displayed. 30. Select the required logging levels. Logging may be useful for fault diagnostics. You can switch logging off after you have verified that IMS is working correctly.
Page 88 An embedded file is compressed and therefore smaller than an attached file. 36. Click Next >. The IP Office Voicemail Pro - SMTP Email Settings window is displayed so that you can enter details of the SMTP server to which the Voicemail Pro should send messages.
Page 89: Starting The Voicemail Pro Service
Installing the Integrated Messaging Service Starting the Voicemail Pro Service If Voicemail Pro has been installed successfully, the Voicemail service is started automatically. From time to time it might be necessary to start the Voicemail service manually, for example if you encounter problems during the installation or need to investigate problems at a later stage.
Page 90: Switching Voicemail Pro To Mapi
Voicemail Pro Installation and Maintenance Guide Switching Voicemail Pro to MAPI By default the Voicemail Pro installation process assumes that SMTP will be used and requests SMTP email account settings during installation setup. Voicemail Pro uses MAPI and so the Voicemail Pro must be switched to MAPI operation.
Page 91: Associating Voice Mailboxes With Email Addresses
Installing the Integrated Messaging Service Associating Voice Mailboxes with Email Addresses When you have installed IMS, started the Voicemail Pro server and switched from SMTP to MAPI, you are ready associate to user voicemail mailboxes with email mailboxes on the Exchange Server. This is done using the IMS Administration tool.
Page 92: Ims Client Pc Requirements
During installation of the IMS Server, the IMS Client Installer package is copied to C:\Program Files\Avaya\IP Office\Voicemail Pro\IMS\Client and is automatically shared as IMSClient. The installer, called IMSClient.exe is approximately 10.1MB is size. You need to install the IMS Client on the PC of each user who want to use IMS.
Page 93: Testing Installation Of The Ims Client
Installing the Integrated Messaging Service Testing Installation of the IMS Client If the above details have been followed, after the end user has logged back onto their PC workstation and opened Outlook, complete the following steps to verify that the IMS Client has correctly connected to the IMS Server .
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Page 95: Upgrading Voicemail Pro
Upgrading Voicemail Pro Overview This section describes how to upgrade Voicemail Pro. Two options are described:  Upgrading from Voicemail Lite to Voicemail Pro. For information, see Upgrading from Voicemail Lite.  Upgrading an existing Voicemail Pro system with the new version of software. For information, see Upgrading a Voicemail Pro System.
Page 96: Moving The Voicemail Lite Folders
This must be done before users start to use Voicemail Pro. To move the Voicemail Lite Folders: 1. Using Windows Explorer or My Computer, locate the folder C:\Program Files\Avaya\IP Office\Voicemail Server. 2. Highlight all sub-folders and files in that folder.
Page 97: Exporting The Voicemail Pro Database
1. Open the Windows Control Panel. 2. Select Add/Remove Programs. 3. Select IP Office Voicemail Pro and click Add/Remove. 4. From the options offered select Remove and click Next. 5. Follow the prompts that you see on the screen during the removal process.
Page 98: Restoring The Voicemail Pro Registry
Voicemail Pro Installation and Maintenance Guide Restoring the Voicemail Pro Registry To restore the Voicemail Pro Registry: 1. Right-click the CD drive that contains the Voicemail Pro CD and select Open (reinsert the CD if necessary and cancel the install wizard). 2.
Page 99: Logging In And Out
 Closing Down Starting the Voicemail Pro Client You can start the Voicemail Pro Client from the IP Office Voicemail Pro folder as described here. To start the Voicemail Pro Client: 1. From the Start menu, select Programs. 2. Select IP Office 3.
Page 100: Switching Between Online And Offline Mode
Voicemail Pro Installation and Maintenance Guide If you are logging into a different server and do not know the name or IP address, click Browse and select from the list of available Voicemail Pro servers. If you are logging in across a WAN, you must type in the IP address and not the server name. 5.
Page 101: Closing Down
Logging In and Out Closing Down When you have finished working, you can close down the Voicemail Pro Client. This is not the same as logging out. For more information, see Logging Out. To close the Voicemail Pro Client down: 1.
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Page 103: Configuring Voicemail Pro
Configuring Voicemail Pro Overview 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 using a broadcast address of 255.255.255.255. ...
Page 104: Setting Up General System Preferences
Voicemail Pro Installation and Maintenance Guide Setting Up General System Preferences 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.
Page 105 Configuring Voicemail Pro 7. In the Max. Message Length (secs) box, type the maximum length in seconds of any messages/recordings taken by Voicemail Pro. The default message length is 120 seconds. The maximum message length is 3600 seconds (60 minutes). 1 minute equals approximately 1MB of disk space.
Page 106: Setting The Location Of Voicemail System Folders
Voicemail Pro Installation and Maintenance Guide Setting the Location of Voicemail System Folders 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.
Page 107: Setting Mapi Email Preferences
Configuring Voicemail Pro Setting MAPI Email Preferences Email services are used for voicemail email, IMS and email text to speech. Therefore these settings should not be adjusted without first confirming that all other steps appropriate to whichever of those services is being used have been followed. To set MAPI email preferences: 1.
Page 108: Setting Message Deletion Times
Voicemail Pro Installation and Maintenance Guide Setting Message Deletion Times After messages have been played they are automatically deleted from the voicemail server after a specified period of time. This also applies to messages that are played via a user's IMS email client. You can set the same time delay for all messages or you can adjust the period of time before different types of message are deleted.
Page 109: Setting Up Disk Space And Recording Time Alarms
Configuring Voicemail Pro Setting Up Disk Space and Recording Time Alarms The IP Office system can be configured to send Simple Network Management Protocol (SNMP) alarms. When this is configured, the Voicemail Pro server can tell the IP Office system when to send SNMP alarms about available disk space and remaining recording time.
Page 110: Specifying The Level Of Ims Service Logging
1. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro. 3. In the IP Office Voicemail Pro window, click the System Settings tab. 4. In the Logging Level boxes, select the level to use for each of the IMS services.
Page 111: Specifying The Name Of The Host Server Pc For Ims
1. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro. 3. In the IP Office Voicemail Pro window, click the Path Settings tab. 4. Type the name of the computer on which the IMS Voice Service has been installed. Alternatively, click Browse and select the name of the computer.
Page 112: Configuring Email Settings
1. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro. 3. In the IP Office Voicemail Pro window, click the Email Settings tab. 4. In the Account Details box, type the name of the MAPI email account to use for IMS email messages.
Page 113: Configuring Smtp Email Settings
To configure SMTP email settings: 1. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro. 3. In the IP Office Voicemail Pro window, click the SMTP Email Settings tab. Note  The details in this tab might vary according to whether IMS or Voicemail Pro Networked Messaging (VPNM) is installed.
Page 114: Managing Vpnm Servers And Users
Voicemail Pro Installation and Maintenance Guide Managing VPNM Servers and Users If VPNM is installed and is licensed, you can add, delete and modify VPNM servers and then add, delete and modify users of those servers. To manage VPNM servers and users: 1.
Page 115: Using Voicemail To Give Error Messages
Configuring Voicemail Pro Using Voicemail to Give Error Messages Voicemail can be used to give out messages when certain numbers are dialed. For example, if users are barred from making international calls, rather than giving users the busy tone a recording similar to "International calls are not permitted"...
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Page 117: Using The Voicemail Pro Client To Customize The Server
Using the Voicemail Pro Client to Customize the Server Overview The default operation for Voicemail Pro is to emulate Voicemail Lite by providing voicemail for all users and hunt groups. This section describes how you can customize the Voicemail Pro server using the Voicemail Pro Client. The Voicemail Pro Client enables you to work on several servers remotely.
Page 118 Voicemail Pro Installation and Maintenance Guide  The upper left Navigation pane contains an expandable/collapsible list of customizable voicemail start points. See Start Points.  The lower left Navigation pane contains a library of voicemail modules. For more information, see Introduction to Modules.
Page 119: Toolbar Icons
Using the Voicemail Pro Client to Customize the Server Toolbar Icons The Voicemail Pro screen provides the following icons. Note that these may be grayed out according to which area of the Voicemail Pro screen is currently active.  Save as: See Saving and Making Live. ...
Page 120: Including Other Files
Voicemail Pro Installation and Maintenance Guide Including Other Files In some special circumstances it may be necessary to include the settings of an existing .vmp file into the Voicemail Pro settings. To include other files: 1. From the File menu, select Includes. The Configuration Includes window opens.
Page 121: Saving Configuration Changes And Making Them Live
Using the Voicemail Pro Client to Customize the Server Saving Configuration Changes and Making them Live Voicemail Pro settings, such as callflow details, are stored in a database file (Vmdata.mdb). To be used by the Voicemail Server they must be saved as a Root.vmp in the voicemail server folder. To save configuration changes without making them live: 1.
Page 122: Changing Authority Level For An Administrator User
Voicemail Pro Installation and Maintenance Guide Changing Authority Level for an Administrator User You can change the authority level of a standard user to an administrator and vice versa. To change the authority level of a user: 1. Display the main Voicemail Pro window. 2.
Page 123: Resetting A Password
Using the Voicemail Pro Client to Customize the Server Resetting a Password If you are an administrator you can reset the password of another administrator or standard Voicemail Pro Client user. To reset a password: 1. Display the main Voicemail Pro window. 2.
Page 124: Voicemail Pro Installation And Maintenance Guide
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Page 125: Managing Voicemail Pro Users
Managing Voicemail Pro Users Overview You can use the Voicemail Pro Client to carry out user some administration tasks remotely on different servers. This saves you from having to visit each server individually. With the Voicemail Pro Client you can: ...
Page 126 Voicemail Pro Installation and Maintenance Guide Voicemail Code Default = Blank A code (1-15 digits) used by the voicemail server to validate access to this user's voicemail box. This is required when users retrieve voicemail messages remotely, ie. from another user's extension or from an external telephone, e.g.
Page 127: Setting Up Voicemail Transfer Options For A User
Managing Voicemail Pro Users Setting Up Voicemail Transfer Options for a User After a caller has been routed to a mailbox to leave a message, the mailbox owner can offer the option of transferring to a different number, for example: ...
Page 128: Configuring User Source Numbers
Voicemail Pro Installation and Maintenance Guide Configuring User Source Numbers This tab in the User form gives a list of Source Numbers. Several of these numbers can relate to voicemail operation. Source Number: Default = V plus own extension number Right-click within the Source Number area and click Add.
Page 129: Using Start Points
Using Start Points Start Points Voicemail Pro consists of a number of start points. When the Voicemail Server receives a call, it looks for a matching start point and if it finds one it then provides a series of actions linked to that start point. If no match is found then it provides standard voicemail functions to the call.
Page 130: Adding A Start Point
Voicemail Pro Installation and Maintenance Guide Adding a Start Point To adding a start point: 1. Either click Users, Groups or Short Codes and then , or right-click the mouse on Users, Groups or Short Codes and select Add. 2. Select the name that matches the user or group on the telephone system or enter the short code (see additional short code note below).
Page 131: Default Start Points
Using Start Points Default Start Points The default start points can be used to create a sequence of actions that will be applied to all suitable calls unless a specific start point exists.  Collect: Used when a caller attempts to access a mailbox. ...
Page 132: Connections
Voicemail Pro Installation and Maintenance Guide Connections The actions that are added to a start point must be connected before they can be used. The sequence of the connections determines how the call is routed through voicemail. Each action can have a number of results (True, False, No Answer, Busy). The types of results depend of the type of action.
Page 133: System Variables
Using Start Points System Variables Here is a list of the system variables that are available in Voicemail Pro. Notes  Unless otherwise stated, variables are session based. This means that the data is specific to a particular call within Voicemail Pro and does not persist between calls. ...
Page 134: User Defined Variables
Voicemail Pro Installation and Maintenance Guide User Defined Variables Pressing F8 or clicking on the icon display the User Defined Variables menu. You can create user variables, the value of which can be set using a Set User Variable action within a call flow.
Page 135: Using Voicemail Pro Actions
Using Voicemail Pro Actions Overview When a start point has been added, it can be linked to an action. Each action can have one or several results, depending on the type of action, and each result can be linked to a subsequent action. In this way you can build up a call flow.
Page 136 Voicemail Pro Installation and Maintenance Guide Home Action: Return to the start point. Module Return Action: Return to the start of a module. Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox. Get Mail Action: Collect messages in a mailbox. Leave Mail Action: Leave message in a mailbox.
Page 137: Editing An Action
Using Voicemail Pro Actions Remote Call Flow: Allows call flows developed elsewhere to be included in an existing call flow. Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false.
Page 138: Prompts
Voicemail Pro Installation and Maintenance Guide Prompts The Entry Prompts tab of each call flow action allows prompts to be played before the action performs its main role. Multiple prompts can be added and the order in which they are played adjusted. Clicking or double-clicking an existing listed prompt starts the Voicemail Pro Wave Editor.
Page 139: Standard Action Tabs
Using Voicemail Pro Actions Standard Action Tabs General Tab The General tab provides the following options:  Token Name: The name to display within the sequence of actions.  Description: Use this field to enter a brief description or notes about why the action is being used or other information that may be needed.
Page 140: Reporting Tab
Voicemail Pro Installation and Maintenance Guide Reporting Tab The Reporting tab provides information that is then used to classify the call details within the reports produced by the CCC products (a separate product from Voicemail Pro).  Flag the current call has been answered by Voice Mail: The system user may not want the CCC to report a call as answered until it has reached a certain action within the sequence of actions.
Page 141: Menu Action
Using Voicemail Pro Actions Menu Action This action allows you to specify DTMF tones for which you want to create connections to following actions. For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action.
Page 142: Home Action
Voicemail Pro Installation and Maintenance Guide Home Action Returns the caller to the start point of the calls entry into voicemail. For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action. ...
Page 143: Listen Action
Using Voicemail Pro Actions Specific Tab:  Caller's Mailbox: The mailbox matching the start point of the call.  Mailbox: Select or enter the name of the target mailbox.  VRL: If selected, specifies that the message should be transferred to a third-party Voice Recording Library (VRL) application.
Page 144: Campaign Action
Voicemail Pro Installation and Maintenance Guide Campaign Action This action can be used to either route a caller into a campaign or to allow an agent to access any messages left for a campaign. See Voicemail Pro Campaigns. For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action.
Page 145: Play Configuration Menu Action
Using Voicemail Pro Actions Play Configuration Menu Action This action allows various user or hunt group settings to be altered. Because of the nature of this action it should always be protected by a PIN code in its General tab. See Using a Play Configuration Menu Action.
Page 146: Telephony Actions
Voicemail Pro Installation and Maintenance Guide Telephony Actions CLI Routing Action This action has two results for which connections to following actions can be made. The results are True and False, based on whether the caller's CLI matches that specified by the action. For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action.
Page 147: Whisper Action
Using Voicemail Pro Actions Whisper Action This action plays a recording to an extension. That extension can then either accept or reject the call. Normally the recording played is the result of a preceding Voice Question action though a Listen action can also be used.
Page 148: Dial By Name Action
Has options for By last name or By first name. Conferencing Center Action This action is used in conjunction with the Avaya IP Office Conferencing Center if installed. It provides a route for callers to enter the conference ID and their conference PIN code.
Page 149: Assisted Transfer Action
Using Voicemail Pro Actions Assisted Transfer Action This action transfers the caller to a specific mailbox's extension. The caller hears either silence or music on hold if installed. The transfer is not blind, if the call receives busy or no answer then it returns to follow the appropriate connection.
Page 150: Miscellaneous Actions
Voicemail Pro Installation and Maintenance Guide Controls available are:  # - Accept last character and begin entry of next character.  *1 - Hear characters entered so far.  *2 - Delete all characters entered so far.  *3 - Delete last character entered. ...
Page 151: Open Door Action
Using Voicemail Pro Actions Open Door Action This action activates either of the door entry relays provided on the IP Office Control Unit. For details of the default tabs see Standard Action Tabs, this section details only tabs and settings specific to this type of action.
Page 152: Vb Script Action
Voicemail Pro Installation and Maintenance Guide VB Script Action This action allows an administrator to construct additional call flow logic using VBScript commands. A number of predefined methods and system variables are available. Any scripting added can be verified by pressing the Syntax Check button. This action has two results (Success or Failure) for which connections to following actions can be made.
Page 153: Test User Variable Action
Using Voicemail Pro Actions We strongly recommend that this action type is followed by another action (if necessary a Disconnect action), whose entry prompt confirms to the caller that the value has been set. In some situations, such as where the Set User Variable action is accessed by the user dialing a short code, if the user hangs-up too quickly the variable may not actually be set.
Page 154: Database Execute Action
Voicemail Pro Installation and Maintenance Guide  Connection Tab: Specific information relating the Database provider needs to be completed. Help of the information required for each of the fields can be obtained by clicking the Help button. Fields available will be dependant on the type of provider. Test that the information entered will allow entry into the database, click the Test Connection button.
Page 155: Database Close Action
Using Voicemail Pro Actions The Database Get Data action has the following possible results:  Success: The current record has successfully been assigned to the $DBD variable.  At End: You have reached the end of the list, the $DBD variable contains no information. ...
Page 156: Queue Position Action
Voicemail Pro Installation and Maintenance Guide Queue Position Action This action plays the caller their position within the queue of calls for the group. For an example see Customizing Queuing. Note that the queue position is supplied by the IP Office when it requests a queue or still queued message is played to a caller.
Page 157: Using Modules
Using Modules Overview Modules are reusable sets of actions. They allow you to create a sequence of actions that can be reused in another call flow. Any changes to a module will affect all other start points that are using that module. This simplifies the programming of actions if a number of start points use the same sequence of actions.
Page 158: Running A Module Directly From An External Call
Voicemail Pro Installation and Maintenance Guide Running a Module Directly from an External Call A module can be applied directly to an incoming (external) call from within the IP Office Manager application. To run a module directly from an external call: 1.
Page 159: Routing Calls To Voicemail
Routing Calls to Voicemail Overview There are different methods by which callers can be transferred to voicemail. The transfer can be used to route the caller to a specific mailbox to leave or collect messages or to a particular Voicemail Pro start point.
Page 160: Transferring Calls To Voicemail Using A Short Code
Voicemail Pro Installation and Maintenance Guide Transferring Calls to Voicemail Using a Short Code The facility to transfer a call directly to a user's voicemail is available using the SoftConsole or Phone Manager applications. For users who are not using these applications, you can set up a short code can be created.
Page 161: Using Vm: To Access Voicemail
Routing Calls to Voicemail Example 2: Access a Voicemail Pro Module If a Voicemail Pro module has been created and called TimeCheck, the following short code could be used to access it. The Voicemail Node short code feature can also be used to access short code start points. It uses the short code start point name as the telephone number without surrounding brackets.
Page 162: Voicemail Telephone Numbers
Voicemail Pro Installation and Maintenance Guide Example 2: Accessing a Module from Phone Manager The user wants to access a particular Voicemail Pro module, for this example one called TimeCheck. 1. Start Phone Manager. 2. Click the Speed Dials tab. 3.
Page 163: Voicemail Pro Start Points
Routing Calls to Voicemail Voicemail Pro Start Points The following only apply when a matching start point has been set up. If a short burst of ringing is required then # should be inserted before the start point name. This is useful if transferring callers as it allows the transfer to be completed before the voicemail prompts begin.
Page 164: Example Call Flow: Selfselect Module
Voicemail Pro Installation and Maintenance Guide Example Call Flow: SelfSelect Module This example creates a Voicemail Pro module that allows callers to select the extension to which they want to be connected. If that extension is busy or does not answer they can then leave a message in the target mailbox.
Page 165: Creating A Matching Short Code
Routing Calls to Voicemail 8. We then added connections from the Assisted Transfer action's No Answer and Busy result to this action. 9. We then added connections from the Assisted Transfer action's Next result and the Leave Mail action's Success and Failure results back to the Menu action. ...
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Page 167: Voicemail Pro Installation And Maintenance Guide
Giving Users Remote Access to Voicemail Overview By default a user can dial *17 to log in to voicemail from their own extension. A user mailbox cannot be accessed from any other location (internal or external) until a voicemail code has been set for the mailbox. This access code is set in the IP Office Manager. For more information, see the IP Office Manager help or User Guide.
Page 168: Giving Users Access From A Trusted Location
Voicemail Pro Installation and Maintenance Guide Giving Users Access from a Trusted Location If a user regularly accesses their voicemail messages from another extension or a number that presents a CLI, such as their mobile or home number, this extension or number can be set up as a trusted location .
Page 169: Setting Up Voicemail Pro Callback
Setting Up Voicemail Pro Callback Overview Voicemail callback is a service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message. When the callback is answered, the system announces the outbound alert and waits for a key press for confirmation before continuing with the associated call flow. For more information, see Setting Up Voicemail Pro Callback.
Page 170: Setting The User's Callback Number
Voicemail Pro Installation and Maintenance Guide The Default Callback Start Point In the example above we created a callback call flow for the individual users. The Default Callback start point can be used to create a default callback call flow for all users. If the Default Callback start point is used, it must be designed so that users have to indicate which mailbox they are accessing.
Page 171: Voicemail For Hunt Groups
Voicemail for Hunt Groups Overview Hunt groups must first be set up in IP office. You can then use Voicemail Pro to configure the way in which voicemail works for a hunt group. Voicemail provides a number of services for hunt groups. Queuing and Out of Hours Greetings If a hunt group is using queuing or is in out-of-hours mode, the voicemail server provides appropriate greetings to callers.
Page 172 Voicemail Pro Installation and Maintenance Guide  Voicemail Code: Default = Blank A security code (1 to 15 digits) used by the voicemail server. This is required by users retrieving messages for this hunt group remotely; ie. from an extension that is not a member of the hunt group or from an external telephone.
Page 173: About Hunt Group Message Waiting Indication
Voicemail for Hunt Groups About Hunt Group Message Waiting Indication By default no message waiting indication (MWI) is provided for hunt groups although if required indication can be enabled for specific users. Those users need not belong to the hunt group. Depending on the type of phone or IP Office application they are using, users who receive hunt group message waiting indication can choose any of the following methods to collect messages.
Page 174: Configuring Group Broadcast
Voicemail Pro Installation and Maintenance Guide Configuring Group Broadcast If the Broadcast option is enabled, a message for a hunt group is copied to the individual user mailboxes of each hunt group member. To configure Group Broadcast: 1. Using IP Office Manager, click to receive the IP Office system's configuration.
Page 175: Enabling Access To Hunt Group Voicemail With A Short Code
Voicemail for Hunt Groups Enabling Access to Hunt Group Voicemail with a Short Code To access messages for a Hunt Group, a short code can be created: For example, for a group called Main:  Short Code: *99  Telephone Number: "?Main" (include quotation marks) ...
Page 176: Out Of Hours Operation
Voicemail Pro Installation and Maintenance Guide Out of Hours Operation Voicemail provides a number of greetings for groups. One of these is an Out of Hours Greeting. Through IP Office Manager or using a short code a hunt group can be taken in or out of service. When the group is Out of Service, callers are played the group's "Out of Hours"...
Page 177: Customizing Hunt Group Queue Greetings And Actions
Voicemail for Hunt Groups Customizing Hunt Group Queue Greetings and Actions With Voicemail Pro, the greetings and actions provided to a caller held in a group's queue can be customized using the Queued and Still Queued start points for that group. ...
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Page 179: Using The Condition Editor
Using the Condition Editor Overview Conditions are constructed from a set of basic elements. These elements can be combined within a single condition to create complex rules. For example the Week Planner can be used to define a company's standard working hours, and then combined with the calendar to define exception days such as public holidays.
Page 180: Available Condition Elements
Voicemail Pro Installation and Maintenance Guide To edit elements and conditions: 1. Click the Condition or Element and then on 2. Alternatively for elements you can double-click the element. 3. The elements or condition's properties are displayed for you to edit. To change the logic setting of a condition: 1.
Page 181: Campaigns
Campaigns Overview A campaign is a series of questions and answers. Callers to a campaign hear the questions and give their responses, either by speaking or using the telephone keypad. Call processing agents can access a campaign to hear caller answers which they can then transcribe into a database or other records.
Page 182: Adding, Modifying And Deleting Campaigns
Voicemail Pro Installation and Maintenance Guide Adding, Modifying and Deleting Campaigns Pressing F7 or clicking on displays the Campaign Wizard. This allows you to select the required activity.  Create a new Campaign: This option takes you through a series of campaign wizard menus to set the campaigns settings. ...
Page 183: Customer Menu
Campaigns Customer Menu After completing the sequence of questions and responses, the caller can be offered a menu of options.  Please select the prompt to be played after the customer has made their recordings: You can select or create a prompt that is then played to callers after completing the sequence of questions and answers.
Page 184: Granting Access To A Campaign
Voicemail Pro Installation and Maintenance Guide Granting Access to a Campaign A campaign can be accessed in any of the following ways:  Using the Campaign Action The Campaign action is used to route calls into a campaign after those calls have been routed to an appropriate start point on the voicemail server.
Page 185: Recording Calls
Manual Call Recording Users can manually turn on call recording by using:  Avaya IP Office Phone Manager or SoftConsole.  DSS keys  The Menu key on some Avaya telephones ...
Page 186: Switching The Recording Warning On/Off
The Advice of Call Recording Message This message is provided in the file aor_00.wav. For each language installed on the Voicemail Pro server, a copy is located in the sub-folders of c:\Program Files\Avaya\IP Office\Voicemail Server\WAVS. To switch the recording warning on or off: 1.
Page 187: Manual Call Recording
Recording Calls Manual Call Recording Setting the Destination for User Recordings Note  This task is completed in IP Office Manager. For more information, see the IP Office Manager help or user guide. The IP Office Manager can be used to specify where recordings triggered by a user are placed: 1.
Page 188: Starting Manual Call Recording
Voicemail Pro Installation and Maintenance Guide Starting Manual Call Recording Phone Manager Pro Users can initiate call recording using Phone Manager Pro. When on a call, press F5 to start recording or select Function | Start Recording. To end recording select Function | Stop Recording.
Page 189: Customizing Manual Recording
Recording Calls To Record Other Calls The following is an example shortcode for recording a call involving a specific extension. You do not have to be in conference with or part of the call To use this shortcode - therefore this shortcode should only be set up as a user shortcode for trusted users.
Page 190: Automatic Call Recording
Voicemail Pro Installation and Maintenance Guide Automatic Call Recording Setting Recording Times, Frequency and Destination The users, hunt groups and account codes that are to be auto-recorded are selected through IP Office Manager. 1. Within IP Office Manager, click to receive the IP Office's configuration. 2.
Page 191: Hiding Auto Record Indication
Recording Calls Hiding Auto Record Indication In addition to the audible advice of call recording prompt (see Switching the Recording Warning On/Off), some phones may also display recording indication when automatic call recording occurs. This can be switched on/off. This is done using the IP Office Manager configuration. Note ...
Page 192 Voicemail Pro Installation and Maintenance Guide The value of condition Account1 is checked using a Test Condition action. If found True, the call is recorded using a Listen action, which specifies the mailbox for the recording. If found False, the next condition test is tried. The conditions, created within the Condition Editor, compare the variable $UUI against possible account code values.
Page 193: Configuring Fax Servers
Configuring Fax Servers Overview With an IP Office system, fax machines and servers can process fax messages in a number of ways. Fax calls can be handled without the use of Voicemail Pro In IP Office a fax machine can be set up to direct faxes to individual extensions or hunt groups. Faxes can be directed to the fax machines or servers based on the DDI or DID numbers of the incoming calls.
Page 194: Configuration Overview
Voicemail Pro Installation and Maintenance Guide Configuration Overview Here is an illustration to show how a fax server can be configured to work with an IP Office system. The illustration applies to the following popular fax server applications:  Gfi FAXMaker ...
Page 195: Setting The Voicemail Pro System Fax Number
Configuring Fax Servers The process for configuring a fax server to work with Voicemail Pro involves the following key steps: 1. Set the System fax Number. For more information, see Setting the Voicemail Pro System Fax Number. 2. If prefixed numbers are being used you can set up a short code so that fax calls are routed to prefixed numbers.
Page 196 Voicemail Pro Installation and Maintenance Guide To set the Voicemail Pro system fax number: 1. From the Administration menu, select Preferences. The System Preferences window is displayed. 2. Click the General tab. 3. In the System Fax Number box, type the number of the general fax machine to which all incoming faxes are to be directed.
Page 197: Setting Up A Short Code For Routing Faxes To Prefixed Numbers
Configuring Fax Servers 7. Most fax servers perform fax forwarding based on DTMF signalling received with the fax call. Check the Enable Fax Sub-Addressing box so that the DTMF signal is passed to the fax server after the call has been answered. This is so that the fax can be forwarded to the e-mail address of the intended recipient.
Page 198: Setting Up A User Defined Fax Number
Voicemail Pro Installation and Maintenance Guide 9. Leave the Force Account Code box unchecked. 10. Click OK. 11. The next step is to inform Intuity mailbox owners that they can set up their own preferred fax destinations. For more information, see Setting Up a User Defined Fax Number. Setting Up a User Defined Fax Number If you enable the feature for them, Intuity mailbox owners can set up a preferred personal fax number that is more convenient to their location, for example if they are out of the office.
Page 199: Configuring An Analog Extension Number For Fax Use
Configuring Fax Servers The F result was added to the Menu action Touch Tones tab using the icon. Configuring an Analog Extension Number for Fax Use If the PC that is being used as the fax server uses an analog fax card, it must be connected to an IP Office analog extension (POT) port.
Page 200: Configuring A C3000 Fax Server
Voicemail Pro Installation and Maintenance Guide 3. Set up the incoming DDI routing of calls to specific users as required.  If the fax board can support multiple lines, you can configure them as a group (set to Hunt or Rotary).
Page 201: Setting Up An Ip Networking Gateway Line
Configuring Fax Servers Setting up an IP Networking Gateway Line Note  This task is completed in IP Office Manager. For more information, see the IP Office Manager help or guide. To set up an IP Networking Gateway Line: 1. Start IP Office Manager. 2.
Page 202: Setting Up Fax Forwarding
Voicemail Pro Installation and Maintenance Guide Setting up Fax Forwarding Voicemail Pro is set up to forward faxes when users dial *1. Faxes are forwarded as follows:  Gfi FAXMaker faxes are sent to <faxnumber>@faxmaker.com  Fenestrae Faxination faxes are sent to <faxnumber>@faxination.com ...
Page 203: Ivr Database Connection
IVR Database Connection IVR: Connecting Voicemail Pro to a Database Voicemail Pro call flows can interact, read and write data, with almost any Windows database that supports ODBC (Open Database Connectivity) and SQL (Structured Query Language) format.  Requirements for Voicemail Pro Database Operation To use the Database actions within Voicemail Pro, a VM Pro Database Interface must be added to the IP Office configuration.
Page 204: Retrieving Data From The Database
Voicemail Pro Installation and Maintenance Guide Retrieving Data from the Database The Bookshop_Welcome module allows callers to choose to search the database by either the books ISBN number or the author's name. The screen below shows the call flow module used when a search by ISBN is selected.
Page 205: Database Open Action
IVR Database Connection Database Open Action The Database Open Action is used to link to the bookshop database. The specific tab of the action contains the location of the database. Click the browse button to view the Data Link Properties dialog. The details entered into these screens will depend upon the type of database used.
Page 206: Database Execute Action
Voicemail Pro Installation and Maintenance Guide Database Execute Action The Database Execute Action contains a query against the open database, in this example it concerns the ISBN captured in the previous menu action. If the sequence of numbers entered by the caller matches an ISBN entry in the database, then the Author's name, cost, ISBN and book title details are captured.
Page 207: Database Get Data Action
IVR Database Connection 4. When the query has been entered the SQL wizard is closed. The specific tab of the action will contain the entered query, see example shown below. Database Get Data Action The Database Get Data Action is used to return details of any matching entries following a search against a database.
Page 208: Returning Data From The Database
Voicemail Pro Installation and Maintenance Guide Returning Data from the Database The Bookshop_CurrentBookSpeakDetails module tells the caller the book title, the author's name and the cost of the book matching the ISBN that they entered. The information from the database is conveyed to the caller using the 'Speak Text Action'. Note ...
Page 209: Speak Book Title
IVR Database Connection Speak Book Title The Speak Book Title action is used to tell the caller the book title associated with the ISBN that was entered. The fields selected in the 'Request ISBN from DB' action contain the information retrieved from the bookshop database.
Page 210: Entering Details Into The Database
Voicemail Pro Installation and Maintenance Guide Entering Details into the Database The caller is given an option to buy the book. If they select to buy the book, the call flow module Bookshop_CurrentBookBuy operates. The call flow immediately checks that access to the bookshop database is still available via a Database Open action.
Page 211: Collect Callers Details
IVR Database Connection Collect Callers Details Details can be entered into a database by a caller. In this example we collect the caller's credit card number, expiry date and telephone number. All these details are collected and then the database is updated.
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Page 213: Support For Callers With Impaired Vision Or Hearing
Support for Callers with Impaired Vision or Hearing Overview TTY is a method of sending and receiving text messages within the speech path of telephone calls. The text is entered and displayed through a TTY device, such as a text phone, connected in parallel with the user's normal telephone.
Page 214: Changing The Language Setting For A Tty Device
Voicemail Pro Installation and Maintenance Guide Changing the Language Setting for a TTY Device An alternative to setting the user locale as TTY is to change the user's language setting in the Voicemail Pro call flows for that user. Here are two examples. An Example of Customizing a Simple Mailbox Call Flow Select System Prompt Language action can be used to change the prompt language used by subsequent actions in a call flow.
Page 215: An Example Of Customizing A Complex Mailbox Call Flow
Voicemail Pro Dial by Name An Example of Customizing a Complex Mailbox Call Flow If required, more complex call flows can be configured. For example, the call flow below allows callers to press * to receive spoken language prompts or to wait a few seconds for the timeout and then receive TTY prompts.
Page 216: Changing User Locale
Voicemail Pro Installation and Maintenance Guide Changing User Locale Note  This task is completed in IP Office Manager. For more information, see the IP Office Manager help or user guide. To change the user locale: 1. In IP Office Manager, click to receive the system's current configuration.
Page 217: Voicemail Pro Dial By Name
Voicemail Pro Dial by Name Voicemail Pro Dial by Name Overview The Dial by Name action allows callers to indicate the user or group that they require by dialing the name on their telephone keypad and then making a selection from the matches found. To use this feature the caller must use a telephone with DTMF dialing and with ITU alphabet letter keys as shown here.
Page 218: Example Call Flow: Dial By Name
Voicemail Pro Installation and Maintenance Guide Example Call Flow: Dial by Name In this example, after selecting a name using the Dial by Name service, the caller is transferred to the matching extension. If that extension doesn't answer or is busy the caller is transferred to the leave a message.
Page 219: Adding A Record Name Module
Voicemail Pro Dial by Name Adding a Record Name Module This module allows users to record/re-record their mailbox name. This, or a similar module, is necessary if the Voicemail Pro is using IP Office mailbox mode. However it is still useful if the Voicemail Pro is using Intuity mailbox mode as it gives users quick access to re-record their name.
Page 220: Adding A Shortcode
Voicemail Pro Installation and Maintenance Guide Adding a Shortcode: 1. In IP Office Manager, we added a new system short code. For this example we chose *74 and then entered the details as shown below. 2. After merging this back into the IP Office, users can dial *74 at their extension To record their mailbox name.
Page 221: Changing Full Names
Voicemail Pro Dial by Name Changing Full Names Users with DS port display phones can set and change the way in which their full name is displayed through their telephone. This name will then be used for the text matching part of Dial by Name. 4400, 4600 and 6400 Phones with a Menu 1.
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Page 223: Changing The Language Used By Voicemail Pro
Changing the Language Used by Voicemail Overview Voicemail Pro can be used in a wide range of languages. To find out which languages are available, see Supported Languages. For external callers the Voicemail Pro tries to match the Locale setting of the IP Office system. For internal callers, if they have a different user locale in their user setting, Voicemail Pro tries to match that language.
Page 224: Changing The Language Of System Prompts
Voicemail Pro Installation and Maintenance Guide  Brazilian Portuguese (ptb): ptb, pt, en.  Spanish (esp): es, eso, en.  Latin Spanish (esm): eso, es, enu, en.  Swedish (sve): sv, en.  French Canadian (frc): frc, fr, enu, en. Changing the Language of System Prompts With the Select System Prompt action (Voicemail Pro 1.2.6 or higher) you can change the language...
Page 225 Changing the Language Used by Voicemail Pro 2. Next we altered the default start point for message collection. We inserted the Language Select module and a Get Mail action. 3. We could have inserted the actions for language selection directly into the call flow. However, by doing it as a module we can reuse the language selection process in other start points.
Page 226: Changing The Language Of Custom Prompts
Voicemail Pro Installation and Maintenance Guide Changing the Language of Custom Prompts Instead of using multiple return points from a Language Select module (one for each language) and linking to separate Get Mail actions (each with an Entry Prompt in the required) language, you can use a single Get Mail action.
Page 227: Mailbox User Controls
There is an IP Office User Guide and an Intuity Mailbox User Guide. Both are available in PDF and online help formats. You can find them on the IP Office Documentation CD or you can download them from the Avaya knowledge bas at www.avaya.com/ipoffice/knowledgebase.
Page 228: Automatic Message Deletion - Housekeeping
 Intuity This is IP Office Intuity emulation mode. Intuity is a mailbox interface used on a range of Avaya voicemail systems. In Intuity emulation mode, Voicemail Pro supports a range of Intuity features but not all Intuity features. For full details of those Intuity features supported by Voicemail Pro, refer to the IP Office Intuity Mailbox User Guide.
Page 229: Personal Distribution Lists
Mailbox User Controls Personal Distribution Lists Personal distribution lists (also known as mailing lists) are available to mailbox users when the system is in Intuity mode. Each mailbox can accommodate up to 20 lists. Each list can contain up to 360 mailbox numbers. Lists can then be used or forwarding or sending messages from the mailbox.
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Page 231: Vbscript
VBScript VB Script Action This action allows an administrator to construct call flow logic via VB-Scripting. A number of predefined methods and system variables are available. The Syntax Check button can be used to verify any scripting that is added. This action has two possible results (Success or Failure) for which connections to subsequent actions can be made.
Page 232: Vbscript Properties
Voicemail Pro Installation and Maintenance Guide Internal Variables Some of the variables that exist within Voicemail Pro can be split into smaller sections using a delimiter. Example: A CLI contains the number 01707364143. If the call flow references the variable as CLI@0,4 then the value 01707 will be returned i.e.
Page 233: Locale Property
VBScript Locale Property The Locale property gets and sets the $LOC voicemail system variable.  Owning object: vmprov5.voicescript  String:  Set: A string object that contains the new value for the $LOC variable. For example:  Voice.Locale = String ...
Page 234: Oldmsgs Property
Voicemail Pro Installation and Maintenance Guide OldMsgs Property The OldMsgs property returns the number of old messages contained within the session mailbox.  Owning object: vmprov5.voicescript  String:  Set: This property is read-only.  Get: The number of old messages within the mailbox. For example: ...
Page 235: Savedmsgs Property
VBScript SavedMsgs Property The SavedMsgs property returns the number of saved messages contained within the session mailbox.  Owning object: vmprov5.voicescript  String:  Set: This property is read-only.  Get: The number of saved messages within the mailbox. For example: ...
Page 236: Forwardmsgtomailbox Method
Voicemail Pro Installation and Maintenance Guide  [CAMPAIGNS]\campaign\message Forwards a campaign message stored within the specified campaign (the .WAV extension is automatically appended).  If the fully qualified path is specified (drive:\path\file) then the full specified pathname is used otherwise the file is relative to the WAVS directory. ...
Page 237: Fullfilename Method
VBScript FullFilename Method The FullFilename method is used to translate the shortcut filename to the equivalent fully qualified pathname for the file. Voice.FullFilename( file As String ) As String  Parameters  file - This contains the name of the file to be translated: ...
Page 238: Getestimatedanswer Method
Voicemail Pro Installation and Maintenance Guide GetEstimatedAnswer Method The GetEstimatedAnswer method is used to obtain the $QTIM session variable. Voice. GetEstimatedAnswer ( [dlgid As Long = 0] ) As String  Parameters  dlgid - The connection ID as passed in to the script. ...
Page 239: Getmailbox Method
VBScript GetMailbox Method The GetMailbox method is used to obtain a mailbox. Voice.GetMailbox( index As Long, ) As String  Parameters  index - The mailbox to return. Note: The actual mailbox number should not be entered as index refers to the offset number of the mailbox in the listing. ...
Page 240: Getmessagepriority Method
Voicemail Pro Installation and Maintenance Guide GetMessagePriority Method The GetMessagePriority method is used to determine whether the message was left with priority. Voice.GetMessagePriority( mailbox As String, message As String ) As Boolean  Parameters  mailbox - The mailbox that the message belongs to. ...
Page 241: Getnewmsgs Method
VBScript GetNewMsgs Method The GetNewMsgs method is used to obtain the number of new messages contained within the session’s mailbox. Voice.GetNewMsgs ( [dlgid As Long = 0] ) As Long  Parameters  dlgid - The connection ID as passed in to the script. ...
Page 242: Getresult Method
Voicemail Pro Installation and Maintenance Guide GetResult Method The GetResult method is used to obtain the $RES session variable. Voice.GetResult( [dlgid As Long = 0] ) As String  Parameters  dlgid - The connection ID as passed in to the script. ...
Page 243: Messagecli Method
VBScript MessageCLI Method The MessageCLI method is used to obtain the CLI of the caller that left the message within a mailbox. Voice.MessageCLI( mailbox As String, message As String ) As String  Parameters  mailbox - The mailbox that the message belongs to. ...
Page 244: Playdigits Method
Voicemail Pro Installation and Maintenance Guide PlayDigits Method The PlayDigits method is used to play the digits specified through voicemail to the active connection. Voice.PlayDigits( digits As String, [wait As Boolean = True], [interruptables As String = “Any”], [dlgid As Long = 0] ) As String ...
Page 245: Playwav Method
VBScript  wait - This is an optional parameter specifying whether voicemail should return immediately or wait until the wave file has been played first.  interruptables - This is for future development and should be left as default.  dlgid - The connection ID as passed in to the script.
Page 246 Voicemail Pro Installation and Maintenance Guide  $MSGS:msgs Plays out the specified number of old messages (e.g. $MSGS:5 = “You have five saved messages”.  $CID, $CLI, $CP, $DATE, $DBD, $DLG, $ETA, $KEY, $LOC, $POS, $SAV, $TIME, $UUI, $VAR Plays out the contents on one of the system variables. ...
Page 247: Recordmsg Method
VBScript RecordMsg Method The RecordMsg method is used to record a user’s speech input to the specified file. Voice.RecordMsg( recording As String, maxtime As long, [interruptables As String = “Any”], [appendtofile As Boolean = False], [dlgid As Long = 0], [playbeep As Boolean = False] ) As String ...
Page 248: Register Method
Voicemail Pro Installation and Maintenance Guide Register Method The Register method is used to determine whether the voicemail session that was used to launch the VB script is still active. Voice.Register( dlgid As Long ) As Boolean  Parameters  dlgid - An ID that is associated with the Voicemail connection.
Page 249: Setregister Method
VBScript SetRegister Method The SetRegister method is used to store a string in one of the sixteen session data variables ($CP0 to $CP15). Voice.SetRegister( regnum As Long, data As String, [dlgid As Long = 0]  Parameters  regnum - Data register to use for storage (0-15). ...
Page 250: Setvariable Method
Voicemail Pro Installation and Maintenance Guide SetVariable Method The SetVariable method is used to set the $VAR session variable. Voice.SetVariable( variable As String, [dlgid As Long = 0]  Parameters  variable - The new value for the $VAR variable. ...
Page 251: Troubleshooting
Troubleshooting Overview This section describes features that you might find useful for testing and diagnostic purposes when you install and configure Voicemail Pro.  The Voicemail Console  Running the Service as a Console  Starting the Voicemail Pro Service The Voicemail Console On Windows 2000, 2003 and XP, Voicemail Pro installs as a service that starts automatically.
Page 252: Running The Service As A Console
Voicemail Pro Installation and Maintenance Guide Running the Service as a Console When Voicemail Pro is installed as a service, its operation on the server is largely invisible. The service can be run in Console mode that shows Voicemail Pro activity. Running the Voicemail Pro service as a console is optional but useful for testing and diagnostic purposes.
Page 253 Troubleshooting 10. Click Run. 11. At an extension dial *17. Details of the Voicemail Pro activity should be displayed in the console window. To return to normal operation, repeat the above process and set the Voicemail Pro Service back to its specific user account.
Page 254: Starting The Voicemail Pro Service
Voicemail Pro Installation and Maintenance Guide Starting the Voicemail Pro Service If Voicemail Pro has been installed successfully, the Voicemail service is started automatically. From time to time it might be necessary to start the Voicemail service manually, for example if you encounter problems during the installation or need to investigate problems at a later stage.
Page 255: Voicemail Pro User Log
Troubleshooting 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. Voicemail Pro Installation and Maintenance Guide Page 255 IP Office 15-601063 Issue 15b (31 May 2006)
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Page 257: Appendix A: Prompts
Appendix A: Prompts US English Intuity Prompts The following a list of the numbered .wav files used by Voicemail Pro for US English. These are predominately, though not exclusively, used for Intuity mailbox features. All files are Microsoft WAVE file format (.wav) 8kHz, 16 bit mono. Important ...
Page 258 Voicemail Pro Installation and Maintenance Guide  84.wav: "entry".  85.wav: "Erased".  86.wav: "Extension".  87.wav: "This call is experiencing difficulties".  88.wav: "Cannot use the guest password".  89.wav: "First message".  91.wav: "At end".  94.wav: "Goodbye". ...
Page 259 Appendix A: Prompts  159.wav: "Member".  160.wav: "Message".  161.wav: "Midnight".  163.wav: "To call sender press zero".  164.wav: "Category".  165.wav: "Returned to getting messages".  166.wav: "At end to play back press 23".  167.wav: "To approve press #, to record from here press 1, to play back press 23". ...
Page 260 Voicemail Pro Installation and Maintenance Guide  232.wav: "Recording stopped".  233.wav: "Previous login incorrect please re-enter extension".  234.wav: "To respond or forward press 1".  235.wav: "To restart at the activity menu press *R, to transfer to another extension press *T". ...
Page 261 Appendix A: Prompts  323.wav: "You are responding to a piece of incoming mail".  325.wav: "You are administering your lists. To create a mailing list press 1, to play a summary of all your lists press 2, to review a particular list press 3". ...
Page 262 Voicemail Pro Installation and Maintenance Guide  391.wav ... 450.wav: Numbers "One" to "Sixty". For zero see 585.wav.  451.wav: "Seventy".  452.wav: "Eighty".  453.wav: "Ninety".  454.wav: "Hundred".  455.wav: "Thousand".  456.wav: "Million".  464.wav: "Enter extension". ...
Page 263 Appendix A: Prompts  612.wav: "To make private press 1".  613.wav: "To make priority press 2".  617.wav: "To remove private status press 1".  618.wav: "To remove priority status press 2".  622.wav: "Not priority".  643.wav: "You are choosing options for this message there are currently no options set". ...
Page 264 Voicemail Pro Installation and Maintenance Guide  764.wav: "To use this greeting for all calls press 0, for internal calls press 1, for external calls press 2".  765.wav: "Recorded but not active".  766.wav: "To use this greeting for all calls press 1". ...
Page 265 Appendix A: Prompts  823.wav: "For all calls".  825.wav: "For internal".  826.wav: "For external".  827.wav: "For busy".  828.wav: "For no answer".  829.wav: "For out of hours".  830.wav: "You must approve your recording".  832.wav: "Please enter extension and # sign". ...
Page 266 Voicemail Pro Installation and Maintenance Guide  973.wav: "If you are finished please hang up or press **X".  977.wav: "Name not found".  987.wav: "Enter last name of the person".  990.wav: "To record and send voicemail messages press 1". ...
Page 267 Appendix A: Prompts  1457.wav: "Old and new passwords cannot be the same".  1461.wav: "You are getting your incoming messages".  1462.wav: "To listen to the message press Zero".  1463.wav: "To reply to sender by voicemail press 17". ...
Page 268: English Non-Intuity Prompts
Voicemail Pro Installation and Maintenance Guide  2052.wav: "at beginning of message to step back to previous message press *2 to listen press Zero".  2053.wav: "approximately".  2057.wav: "at beginning of message".  2061.wav: "To enter the telephone number of a fax machine press **5". ...
Page 269 Appendix A: Prompts  conf_01.wav: "A conference is not currently scheduled".  conf_02.wav: "There was a problem transferring you into the conference".  conf_03.wav: "Please enter your conference id and press # to finish".  conf_04.wav: "Please enter your PIN and press # to finish". ...
Page 270 Voicemail Pro Installation and Maintenance Guide  dbn_17.wav: "To change name format entry to".  dbn_18.wav: "First name last name".  dbn_19.wav: "Last name first name".  dbn_20.wav: "Enter group name".  dbn_21.wav: "Enter first name".  dbn_22.wav: "Enter last name". ...
Page 271 Appendix A: Prompts  ivr_29.wav: "service mode".  ivr_30.wav: "in service".  ivr_31.wav: "out of service".  ivr_32.wav: "night service".  mc_00.wav: Beep.  mc_01.wav: Short silence.  mc_02.wav: One seconds silence.  misc_24.wav: "Is on holiday until".  misc_25.wav: "Is unavailable until". ...
Page 272 Voicemail Pro Installation and Maintenance Guide  mnu_10.wav: "List length exceeded".  mo_01.wav ... mo_12: Months "January" to "December".  no_.wav: "Number".  no_00.wav ... no_59.wav: Numbers "Zero" to "Fifty-nine".  no_24p.wav: "More than 24".  noon.wav: "Noon".  out_01.wav: "To administer Outlook based greetings, press 5". ...
Page 273 Appendix A: Prompts  RECNAM_01.wav: "As you use IP office, your name will be included in system announcements that you and other people will hear. At the tone please say your name. After saying your name, press 1".  RECNAM_02.wav: "to re-record your name press 1, to confirm press #". ...
Page 274 Voicemail Pro Installation and Maintenance Guide  svm_09.wav: "That was the last message".  svm_10.wav: "New message".  svm_11.wav: "New messages".  svm_12.wav: "Old message".  svm_13.wav: "Old messages".  svm_14.wav: "Saved message".  svm_15.wav: "Saved messages".  svm_16.wav: "Remote access is not configured on this mailbox". ...
Page 275: Glossary
Glossary ACM: Avaya Communication Manager CCC: Compact Contact Center IMS: Integrated Messaging Service MAPI: Messaging Application Program Interface PDL: Personal Distribution List PSTN: Public Switch Telephone Network SAPI: Speech Application Program Interface TTS: Text To Speech VPNM: Voicemail Pro Networked Messaging...
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Page 277: Index
Avaya Interchange Record Name............142 Configure ............62 Reporting tab ............138 Enterprise List Administration ......62 Results tab............138 Avaya Interchange ........ 18, 55, 60, 61 Select System Prompt Language .....143 Avaya Interchange ...........62 Set User Variable..........150 Test Condition...........150 Test User Variable ..........151 Blocked login status ..........115 Transfer ............144...
Page 278 Callflow User ..............123 Branch ..............131 Configuration overview Campaign Fax servers ............191 Accessing ............182 Configure Action ........142, 175, 180, 182 Avaya Interchange..........62 Action messages ..........182 DNS Server............65 Calls to ..............182 VPNM Accounts..........60 Customer Menu ..........181 Configuring Customer Prompts..........180 Voicemail Pro............101 Directory ............235 Connecting Identification..........181, 182...
Page 279 Index Customizing Description ......23, 62, 137, 145, 147, 150 Voicemail Pro............101 Details key ...............62 DHCP ...............20 Digit Danish............17, 18, 221 Dialing ..............62 Data Digital Machine Administration ......61 As String ............247 Digital Networking Machine Administration ..62 callers ...............212 Sequence............139 Channels String starting............139 Voicemail..........
Page 280 Voicemail Pro Installation and Maintenance Guide Service mode ............143 Voice recording ...........14 Failure Voicemail ......... 126, 169, 171 Mailbox follow ...........140 Voicemail Indication..........126 Fax number For analog fax cards .........197 Fax servers Icon display Configuration overview ........191 User Defined Variables menu......132 Fax Sub-Addressing ID Length ..............62 Enabling ............102...
Page 281 Index IP Office supports ..........225 Queue Ring Time defines .........174 MAPI ScanSoft .............74 Client..........15, 18, 41, 45 Simultaneous ............16 Domain member ........42, 43, 48 Voicemail provides........169, 174 Password ............105 Number of Simultaneous Voicemail Users ....16 Profile..............105 Workgroup ..........45, 46, 47 Max.
Page 282 Voicemail Pro Installation and Maintenance Guide WAV..............150 Inactivity timeout ..........125 PlayWav............150, 243 Refer Please Select .........139, 181, 218 PhoneManager ..........225 Portuguese...........17, 18, 73, 221 Reference ............62, 229 POS ..........131, 175, 178, 243 Regid..............150 Position117, 131, 133, 137, 150, 154, 169, 175, 180, 232, 236, 237, 243, 266 Regional Setting.............225 Post Dial Action............149 Regnum ........
Page 283 Index Server directory location ........104 Stdcall PlayDigits ...........150 Server PC Stdcall PlayLocaleWav ..........150 For Voicemail............101 Stdcall PlayMsg .............150 Server speech directory location ......104 Stdcall PlayWav .............150 Service Fallback Group Stdcall RecordMsg..........150 Out ..............174 Stdcall RecordRegister ..........150 Service Fallback Group .........174 Stdcall SetRegister ..........150 Service Mode ..........143, 266 Stdcall SetResult............150...
Page 284 Voicemail Pro Installation and Maintenance Guide Text User Source Number Configuration.......126 Speech..............138 User Variable ..........150, 151 Text file ..............129 Using Databases..........75, 150 Timeout Using the Conditions Editor ........177 perform .............139 Using Voicemail Pro..........174 Timeout results ..........151, 162 Using Voicemail to Give Error Messages ....113 Token Name ............137 Tones VB Script Action ..........23, 150...
Page 285 Index Voicemail Pro allows..........169 Volume..............75 Voicemail Pro Client VPIM Machine Administration........62 Logging in ............97 VPNM Voicemail Pro Dial Plan ...........62 incoming..............66 Voicemail Pro Installation ..19, 55, 56, 73, 74, 79 Requirements .............56 Voicemail Pro Licenses ........16, 69 VPNM Port Field ............62 Voicemail Pro TTY Prompts ........211 VPNM ports..............62 Voicemail Reception ......129, 140, 143, 266...
Page 286 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.

Avaya IP Office Voicemail Pro Installation And Maintenance Manual

Introduction

Voicemail Pro

Installation Types and Requirements

Installing the Voicemail Pro Server and Client

Installing the Voicemail Pro Client Only

Installing the ACM Gateway

Installing Voicemail Email

Installing Networked Messaging (VPNM)

Installing Centralized Voicemail

Installing the Text to Speech Feature

Installing the Integrated Messaging Service

Upgrading Voicemail Pro

Logging in and out

Configuring Voicemail Pro

Using the Voicemail Pro Client to Customize the Server

Managing Voicemail Pro Users

Using Start Points

Using Voicemail Pro Actions

Using Modules

Routing Calls to Voicemail

Giving Users Remote Access to Voicemail

Setting up Voicemail Pro Callback

1 Setting up the Callback Call Flow

2 Setting the User's Callback Number

Voicemail for Hunt Groups

Using the Condition Editor

Campaigns

Quick Links

Troubleshooting

Need help?

Questions and answers

Related Manuals for Avaya IP Office Voicemail Pro

Summary of Contents for Avaya IP Office Voicemail Pro