Voicemail Applications - Avaya IP Office Installation Manual

2.24 Voicemail Applications

The IP Office supports a range of applications for the recording and playing of voicemail messages.
Embedded Voicemail
•
Also called Integral Voicemail, this application is supported on Small Office Edition, IP406 V2 and IP500 control units. It
is unlicensed but requires the addition of an Avaya memory card to store messages and prompts. Embedded Voicemail
supports basic voicemail mailbox operation, simple auto-attendants and hunt group announcements.
Voicemail Pro
•
This application requires various licenses entered into the IP Office configuration to control the features it offers and
the number of simultaneous connections, up to 40 on the IP500 control unit. The operation of Voicemail Pro can be
customized to provide special services.
• Campaigns
The Voicemail Pro can be configured to run a campaign. This consists of a series of questions for which the Voicemail
Pro records the callers answer or key presses. The resulting recordings can then be played back by users. The web
aspect of campaigns allows user to perform this playback and processing of campaign recordings via their web
browser. This requires a web server to be run on the same PC as the Voicemail Pro software.
• Text to Speech (TTS)
Through adding additional licenses, the Voicemail Pro is able to use the TTS functions of Windows to speak text and
numbers to callers in addition to recording prompts. This is intended mainly for scenarios where the Voicemail Pro is
obtaining text and number values from a customer database.
• Unified Messaging Service (UMS)
Voicemail Pro supports a feature called voicemail email to send messages or message alerts to a user's email
mailbox. This however is a one-way process with no link back to the user's voicemail mailbox on whether the email
has been read or deleted. UMS allows this to become a two-way process, where users can play voicemail messages
through their email mailbox or voicemail mailbox. UMS can be used to allow email access through the following
routes:
• Web Browser
Using a web browser the user can view and playback messages in the voicemail mailbox.
• IMAP Email Client
Using an email application that supports IMAP, for example Outlook, the user can see the contents of their
voicemail mailbox and playback messages in the mailbox.
• UMS Exchange 2007
IP Office 5.0 allows voicemail messages to be forwarded to an Exchange 2007 email account. That account is used
as a users voicemail repository for all voicemail access. This mode is not compatible with the above two other UMS
methods.
• Database Integration
With an additional license, the Voicemail Pro can be integrated with customer database through Windows ODBC.
When combined with TTS operation, this allows the construction of interactive voice response (IVR) applications on
Voicemail Pro.
ContactStore for IP Office
•
Voicemail Pro can be used for manual and automatic call recording. Those recording are placed into a mailbox and
treated as normal messages. Contact Store allows those recordings to be redirected into a database on the
ContactStore PC. This allows recordings to be archived and searched separately from mailbox messages. This
application requires entry of a license into the IP Office configuration.
For pre-IP Office 5.0, the applications above, except Embedded Voicemail, required the IP500 control unit to include an
IP500 Upgrade Standard to Professional license. This no longer applies for IP Office 5.0+.
For IP Office 5.0 and higher, Voicemail Lite is no longer supported.
IP Office Installation
IP Office
System Overview: User Applications
15-601042 Issue 20b (16 July 2009)
Page 51