Avaya IP Office Voicemail Pro Installation And Maintenance Manual Download

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Troubleshooting

Voicemail Pro Installation and Maintenance Guide

Page 255

IP Office

15-601063 Issue 15b (31 May 2006)

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.

Summary of Contents for IP Office Voicemail Pro

Page 1: ...IP Office Voicemail Pro Installation and Maintenance Guide 15 601063 Issue 15b 31 May 2006...

Page 2: ...all and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Ava...

Page 3: ...Installing the Voicemail Pro Server and Client 27 Overview 27 Compact Installation 27 Typical Installation 27 Custom Installation 27 Installation Process 28 Installing Compact Voicemail Pro Server and...

Page 4: ...g 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 Verification and Troubleshooting 68...

Page 5: ...01 Configuring Voicemail Pro 103 Overview 103 Identifying the Voicemail Server PC 103 Setting Up General System Preferences 104 Setting the Location of Voicemail System Folders 106 Setting MAPI Email...

Page 6: ...a Connection 132 Using Variables 132 Overview 132 System Variables 133 User Defined Variables 134 Using Voicemail Pro Actions 135 Overview 135 Available Actions 135 Editing an Action 137 Deleting an A...

Page 7: ...heck Digits Action 153 Database Actions 153 Database Open Action 153 Database Execute Action 154 Database Get Data Action 154 Database Close Action 155 Queue Actions 155 Queue ETA Action 155 Queue Pos...

Page 8: ...Message Waiting Indication 173 Configuring Group Broadcast 174 Enabling Access to Hunt Group Voicemail with a Short Code 175 Out of Hours Operation 176 Hunt Group Queuing 176 Advice for Hunt Group Mai...

Page 9: ...te Action 206 Database Get Data Action 207 Returning Data from the Database 208 Speak Book Title 209 Entering Details into the Database 210 Confirm Book Details 210 Collect Callers Details 211 Support...

Page 10: ...37 GetEstimatedAnswer Method 238 GetExtension Method 238 GetLocale Method 238 GetMailbox Method 239 GetMailboxMessage Method 239 GetMailboxMessages Method 239 GetMessagePriority Method 240 GetMessageP...

Page 11: ...Issue 15b 31 May 2006 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 Prom...

Page 12: ...Voicemail Pro Installation and Maintenance Guide Page 12 Voicemail Pro Installation and Maintenance Guide 15 601063 Issue 15b 31 May 2006 IP Office...

Page 13: ...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 in...

Page 14: ...Voicemail Pro Installation and Maintenance Guide Page 14 Voicemail Pro Installation and Maintenance Guide 15 601063 Issue 15b 31 May 2006 IP Office...

Page 15: ...ws For more information see IVR Database Connection Text to Speech TTS The Voicemail Pro server can speak text entered within the call flow or contained within variables Combined with database operati...

Page 16: ...de fax number or forward to the default fax destination for printing This enables mailbox owners to forward fax messages to a fax machine that is more convenient if they are not in the office Previous...

Page 17: ...icemail ports only The PC requirement is a Windows 2000 2003 Server OS on a Pentium 4 2 8GHz with 512MB RAM and 10GB hard disk minimum Voicemail Pro Software Voicemail Pro consists of the following so...

Page 18: ...n at any moment are shown below IP Office Data Channels Maximum for Voicemail Lite Maximum for Voicemail Pro IP406 V2 40 4 20 IP412 100 4 30 Small Office Edition Up to 18 4 10 Voicemail Pro Licenses T...

Page 19: ...er s name in IP Office Manager when Voicemail creates the mailbox the space at the end of the name is dropped When this occurs the mailbox cannot be found as there is a mismatch between the user name...

Page 20: ...For more information see Support for Callers with Impaired Vision or Hearing System Planning Form A Microsoft Word template for a system planning form is available from the IP Office Documentation CD...

Page 21: ...il aspects are covered in separate Avaya G 150 documentation For more information see Installing the ACM Gateway Note Text to Speech TTS is installed as a standard feature of Voicemail Pro Server alth...

Page 22: ...orts is required see License Keys 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 installin...

Page 23: ...ot tested Athlon XP 3000 All Athlon 64 chips ContactStore requires a separate disk or disk partition VM Pro CCC 512MB RAM 10GB free disk space Pentium 4 2 8GHz Not tested Athlon XP 3000 All Athlon 64...

Page 24: ...allation requires 130MB and a typical installation requires approximately 255MB A custom installation including VPNM and IMS requires up to 2GB of disk space However prompts and recorded messages cons...

Page 25: ...PC are alternatives The use of RAID 1 or RAID 5 are recommended The use of a DVD recorder for long term archiving is recommended A figure of 7 2MB per hour of archived recordings is given The archive...

Page 26: ...ation within call flows VMPro TTS Generic 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 Sc...

Page 27: ...Installing Compact Voicemail Pro Server and Client Typical Installation Choose the Typical option to install the most commonly used Voicemail Pro features Everything in the compact installation Voice...

Page 28: ...e of the target machine This is the minimum set of components that you need to run Voicemail Pro Of all of the setup types compact Voicemail Pro is likely to take up the smallest amount of space but t...

Page 29: ...mpany name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed 7 In the same window choose the option that determines who should be able to use V...

Page 30: ...rt copying the files 20 The Setup Status window is displayed to keep you informed while the installation takes place 21 When the installation is complete you are prompted to restart the computer Choos...

Page 31: ...ervice to run This account must have full administrator rights to the local PC We recommend that a new user account called Voicemail is created and given full administrator rights on the PC This will...

Page 32: ...e the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users 8 In the Customer Information window c...

Page 33: ...ecified name and password Click Yes The Select Program Folder window is displayed 21 Select the program folder where you would like the icons for the Voicemail Pro components to be added By default th...

Page 34: ...The opportunity to choose not to install all of the components that are in a typical installation For more information see Removing Software Features from a Voicemail Pro Installation The opportunity...

Page 35: ...sion Name campaigns Required files Click Add Select the file type as CGI exe files and browse to the campaign exe file location specified during installation This is usually c InetPub wwwroot scripts...

Page 36: ...visible Its Status should be Started and the Startup Type should be set to Automatic 5 Close Services To Initialize the Voicemail Pro Call Flow 1 Select Start Programs IP Office Voicemail Pro The Voic...

Page 37: ...o Client Only You can install the Voicemail Pro Client on its own and use it to connect to a remote Voicemail Pro server To install the Voicemail Pro Client only 1 Insert the IP Office Voicemail Pro C...

Page 38: ...Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existin...

Page 39: ...herefore you are not offered the choice of custom compact or typical during the installation process To install the ACM Gateway 1 Insert the IP Office Voicemail Pro CD The installation should auto sta...

Page 40: ...y click Browse and select from the list of available PC or network accounts or click Next to use the proposed account details The Select Program Folder window is displayed 13 By default the program fo...

Page 41: ...on the SMTP Server Alternatively click the Browse button and select the folder to use 28 To enforce server authentication check the Server Requires Authentication box This is optional If you check th...

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Page 43: ...nt that is able to send e mails via the MAPI client Supported MAPI clients are Outlook 2000 2002 2003 MAPI Voicemail Email can be used with Voicemail Lite and Voicemail Pro For Voicemail Pro installed...

Page 44: ...ain Note To join the domain you will need the use of a log on account with administrative permissions on the domain as well as the server PC consult the Domain Administrator Windows 2000 Right click M...

Page 45: ...stallation testing is complete 22 Log on to the Voicemail Pro Server PC using the Voicemail account 23 From Outlook send a message direct to an extension user 24 If this message is received correctly...

Page 46: ...re not available if you are working offline You must be working online to use this feature For more information see Logging in to the Voicemail Pro Server and Switching Between Online and Offline Mode...

Page 47: ...red You are then ready to install the Voicemail Pro software For more information see Installing the Voicemail Pro Software By default Voicemail Pro is set to use SMTP for emails You need to change th...

Page 48: ...eck for new messages every 12 Select the Send tab Uncheck Save copy of sent messages in the Sent Items folder Check Send messages immediately Under Mail Sending Format select Plain Text 13 Click OK 14...

Page 49: ...d a message direct to an extension user 23 If this message is received correctly continue with installing the Voicemail Pro software Configuring Outlook for Exchange Server This option may be configur...

Page 50: ...l Pro with Web Campaigns 3 When the installation process requests a User Name and Password for the Voicemail Pro service enter the Voicemail account details 4 Restart the server PC when requested and...

Page 51: ...The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP If MAPI is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must...

Page 52: ...e 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...

Page 53: ...il Email on off and select the mode of Voicemail Email operation The exact method for doing this depends on the type of phone being used Mailbox owners can find more information in the IP Office Mailb...

Page 54: ...s or group s email address Voicemail Email Off Switches off the use of Voicemail Email Note that other services using the email address such as Email TTS can still operate Copy Send a copy of each new...

Page 55: ...ail Messages Look Messages sent by a user or group s voicemail email settings contain the following To The user group email address From The name and address setting of the email client account Subjec...

Page 56: ...wav file In the example above the eMail action follows a Voice Question action The in the eMail action s Attach file to e mail field instructs it to use the file recorded by the preceding Voice Quest...

Page 57: ...ation between an IP Office and Avaya Interchange Depending on how your IP Network is set up the configuration will differ slightly Up to 2000 mailboxes are supported per VPNM server and there is no co...

Page 58: ...in names Voicemail Pro should not be installed on the same server as Exchange and or the domain controller Installing Voicemail Pro Software with VPNM Support This section describes how to install the...

Page 59: ...se the default names that are proposed These settings do not affect Voicemail Pro when it is installed 7 In the same window choose the option that determines who should be able to use Voicemail Pro wh...

Page 60: ...is always selected in addition to any languages that are required by the customer Important Do not uncheck any other boxes as this will remove the corresponding software features Scroll down and chec...

Page 61: ...keep you informed while the installation takes place 27 When the installation is complete you are prompted to restart your computer Choose Yes I want to restart my computer now 28 Click Finish to res...

Page 62: ...To configure VPNM Accounts with Voicemail Pro 1 Start the Voicemail Pro Client 2 Click Preferences and select VPNM As long as a VPNM licence is detected the VPNM window is displayed 3 In the VPNM Ser...

Page 63: ...etup To test the VPNM setup 1 Dial into Voicemail from one of the systems and record a message 2 When selecting the target extension enter an extension from the other system as specified in the VPNM P...

Page 64: ...messages Select Add to complete 7 To administer the parameters associated with the Interchange Type change machine machine name from the AUDIX command prompt Note If all extensions that are not on the...

Page 65: ...and then the Add key to enter the form 6 Administer The Intuity Audix parameters in the Interchange Select Interchange Administration Remote Machine Administration Remote Machine Parameters Select Cho...

Page 66: ...t Interchange Administration Remote Machine Administration Remote Machine Parameters Select Choices Select the Voicemail Pro name as the Remote Machine Name then enter the values as shown Machine Type...

Page 67: ...nu select Interchange Administration Enterprise List Administration System Parameters Set or check the address range of the interchange Dial Plan that can be used for lists 2 From the Interchange Main...

Page 68: ...s shown below then the SMTP service is not running on the machine and incoming VPNM messages will not be processed Check that the required PC services are running telnet 172 16 254 197 25 220 avaya 8c...

Page 69: ...ce to the S8100 select cmd at the Enter Command prompt At the DOS prompt enter ipconfig to verify the IP address and gateway Ping to test the connection Check the Status Through the Intuity Audix Comm...

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Page 71: ...Voicemail Type of Line Leaving the systems in this arrangement rather than setting the remote system s Voicemail Type to Line can cause problems and is not supported Planning Requirements The followi...

Page 72: ...Automated Attendant Voice Messaging leaving and collecting messages Call Recording Dial by Name Directory Licensing The most commonly seen problem in Centralized Voicemail Pro is misunderstanding the...

Page 73: ...tion Fore more information see Installing the Voicemail Pro Software 6 Test and confirm the voicemail installation by dialing 17 at an extension on the central system 7 Configure the Remote System Voi...

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Page 75: ...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 One license is required for each simultaneous instance of...

Page 76: ...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 To install Avaya Text to Speech 1 Install a...

Page 77: ...L tags in the text to change how the text is spoken For example in the text This is the volume level 90 text volume to speak the items within brackets are XML tags used to change how the speech is spo...

Page 78: ...0 being normal speech speed Sets a speed change that is added to the current speed Examples rate absspeed 5 Speak this text at rate 5 rate and this text as normal rate absspeed 5 Speak all following...

Page 79: ...It is not possible to parse email without a license for TTS Therefore it is not possible to forward emails without a valid TTS license In conjunction with MAPI e mail clients and Exchange server TTS...

Page 80: ...The same address is used for both Voicemail Email and Email Reading services 6 Select Voicemail Email Reading For systems upgraded from 2 0 where a sign was used in front of the users email address t...

Page 81: ...essages through the PC user s telephone IMS can be set up to send the voicemail messages as wav files which are played using the PC s sound capabilities However this creates a heavy load on the networ...

Page 82: ...es when it starts up IMS Components IMS consists of the following components IP Office One of the IP400 Office series of telephone systems Voicemail Pro Provides voicemail services to the IP Office ex...

Page 83: ...to the Voicemail Pro licenses The required licenses are Voicemail Pro 4 ports plus Additional Voicemail Pro X ports licenses up to the total number of port required or supported by the IP Office cont...

Page 84: ...ever Expires are checked 3 On the Voicemail Pro PC select Administrative Tools Computer Management Groups 4 Select Add From the Look In list select the domain name 5 In the Name window highlight the I...

Page 85: ...You need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System If you have already installed basic Voicemail Pro onto the PC and now want to install IM...

Page 86: ...ed so that you can select which additional Voicemail Pro features to install 15 For IMS ensure that the settings are as follows a Voicemail Pro Campaign Web Component is not required for IMS but is in...

Page 87: ...To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders 24 Click Next The Start Copying F...

Page 88: ...wav file for use elsewhere Embed wave file in message to allow a recipient to embed a file in a message Tip An embedded file is compressed and therefore smaller than an attached file 36 Click Next The...

Page 89: ...the account specified during installation The service is set to automatically restart each time the PC restarts 2 Initializing the default call flow Note The steps that follow apply to Windows NT4 200...

Page 90: ...re not available if you are working offline You must be working online to use this feature For more information see Logging in to the Voicemail Pro Server and Switching Between Online and Offline Mode...

Page 91: ...o be different from the default settings select the User Properties tab and configure as applicable and select OK 9 When complete click the Synchronize Mailboxes icon to synchronize the mailboxes Alte...

Page 92: ...inistrative rights 3 Save and close all other applications prior to installing as a reboot will be required 4 Depending on where it is located double click the IMSClient exe file 5 Choose the preferre...

Page 93: ...d the IMS Client on the workstation 2 A further indication will be a Telephone Icon in the mail message If the Client has not been installed this icon will not be displayed Checking and Observing IMS...

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Page 95: ...Moving the Voicemail Lite Folders 4 Select the Mailbox mode For information see Selecting the Mailbox Mode Removing Voicemail Lite The steps described here will remove Voicemail Lite but will not rem...

Page 96: ...k Yes to All 7 The next step is to select the mailbox mode to use For more information see Selecting the Mailbox Mode Selecting the Mailbox Mode Voicemail Lite runs in IP Office mailbox mode By defaul...

Page 97: ...ro settings from the previous version For more information see Backing up the Registry Backing up the Voicemail Pro Registry If you are upgrading Voicemail Pro the first step is to export the callflow...

Page 98: ...ext 7 Click Finish to start the import then click Close to complete the import procedure 8 The next step is to install the upgrade software For more information see Installation Types and Requirements...

Page 99: ...a Voicemail Pro Server with the Voicemail Pro Client you need to log in for authentication purposes By default the Voicemail Pro Server does not have any User accounts defined Therefore no Remote Voi...

Page 100: ...can switch between online and offline mode without having to log out To switch between online and offline mode 1 From the File menu select Select Mode The Select Voicemail Pro Client Mode window open...

Page 101: ...1 From the File menu select Exit If you have not made any changes the Voicemail Pro Client closes and you are returned to the desktop If you have made changes a message is displayed to ask whether you...

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Page 103: ...w to configure settings in Voicemail Pro Identifying the Voicemail Server PC An IP Office unit must be configured to recognize the PC that is acting as its voicemail server Note This task is completed...

Page 104: ...tons After the number of minutes that you specify an inactive administrator user of the Voicemail Pro Client will receive a message to warn them that they might be automatically logged out if they rem...

Page 105: ...x owners have the additional option to define their own personal fax number instead of the system fax number As the system administrator you still need to set a system fax number to enable mailbox own...

Page 106: ...ries tab 5 In the Voicemail Server Directory box type the path to the folder where the voicemail server program is to be stored This is the folder where the file Root vmp is saved when the Save Make L...

Page 107: ...the Preferences submenu select General 4 Click the MAPI tab 5 In the MAPI Profile box type the name of a particular MAPI profile name to use if necessary 6 If you specify a MAPI profile to use you can...

Page 108: ...or all messages or you can adjust the period of time before different types of message are deleted Automatically deleting messages is known as a housekeeping task Housekeeping is performed after any t...

Page 109: ...or Recording Time left minutes 6 In the Alarm Threshold Level box type the number of units minutes or MB left at which SNMP alarms are to be triggered The minimum is 11 This value also sets two furthe...

Page 110: ...lly logging is required only if IMS problems are being experienced and diagnosis is required To specify the level of IMS service logging 1 Open the Windows Control Panel 2 Select IP Office Voicemail P...

Page 111: ...cify 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...

Page 112: ...u can specify the way in which the wav files of voicemail messages are to be sent in emails Note Sending wav files across a network creates a high loading on the network and networks servers A one min...

Page 113: ...the Port Number box type the number of the receiving port on the SMTP mail server The default is 25 6 In the Mail Drop box type the name of the destination folder for outgoing emails on the SMTP Serv...

Page 114: ...r the fully qualified domain name of the server and the two digit access prefix 3 Click OK To delete a VPNM server 1 In the VPNM Server s section select the server that you need to delete 2 Click Dele...

Page 115: ...you to record the message and give this user a Voicemail Code for example Name Barred Full Name Internal calls error message Extension 403 2 Use a short code to access the user s voicemail to enable...

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Page 117: ...cemail Pro you can also program a series of voicemail actions that is triggered by dialing a short code Before you can use the Voicemail Pro Client it helps to understand the different areas of the ma...

Page 118: ...e been assigned to the selected mailbox Extn The extension number associated with the mailbox Size KB The size of the mailbox measured by the amount of space in KB that is taken up by the wav files in...

Page 119: ...General System Preferences User Defined Variables See User Defined Variables Conditions Editor See Conditions Campaigns See Introduction to Campaigns Connection See Connections Basic Actions Mailbox...

Page 120: ...odules Importing and exporting might be useful when you are upgrading a system so that you do not need to start from scratch For example you can import existing callflows instead of having to recreate...

Page 121: ...ks using the Voicemail Pro Client A standard administrator Standard Client user can perform administration of callflows using the Voicemail Pro Client A standard administrator can change their own pas...

Page 122: ...hey are no longer required To delete an administrator 1 Display the main Voicemail Pro window 2 In the Navigation pane highlight Voicemail Pro Administrators The name type and status of every current...

Page 123: ...sword 7 In the Confirm Password box type the new password again 8 Click OK 9 Save the changes Releasing a Locked Administrator Login If an administrator tries unsuccessfully to log in to the Voicemail...

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Page 125: ...dministrator user For more information see Deleting an Administrator Change the inactivity timeout For more information see Changing the Inactivity Timeout Reset a user s password For more information...

Page 126: ...e users can still press 8 at any time and hear the list of Voicemail features This setting turns on off the audible help message It does not disable the actual feature Voicemail Ringback Default Off I...

Page 127: ...w greeting message to inform callers that they can press 0 1 or 2 for different transfer options Notes When a Leave Mail action is used in a custom call flow to access the mailbox operation differs Fo...

Page 128: ...r but additional numbers may be added Note Only supported by Voicemail Lite and Voicemail Pro using IP Office Mailbox mode H Group Name Hunt Group Voicemail Indication Allows the user to receive messa...

Page 129: ...folder contains start points set up for hunt groups This is a group that has one or more start points configured It can be expanded to show the different start points Collect Used when someone access...

Page 130: ...8 in the IP Office Manager application must be as follows Short Code 88 Telephone Number 88 Feature Voicemail Node The above will allow internal callers to access the start point To allow external cal...

Page 131: ...access the matching mailbox for that user unless the action specifies another mailbox Get Mail Action Leave Mail Action Play Configuration Menu Listen Action Record Name Action Edit Play List Action T...

Page 132: ...t came from a hunt group queue it is transferred back to the queue Within modules all connections should end in another action or in a Module Return action Adding a Connection To add a connection 1 Cl...

Page 133: ...rrent locale setting of the IP Office system or the user if different See Switching Custom Prompts Using LOC NAM Holds the name of the mailbox user blank for short codes RES Holds the value of the res...

Page 134: ...check the current value of the variable Example Using the User Defined Variables menu create a variable called reception Create a short code start point that connects to a Set User Variable action th...

Page 135: ...which you want to add an action and then click inside the right hand panel 2 Display the Actions menu and select the type of action type that you want to add for example Basic Actions 3 From the subm...

Page 136: ...d Name Action Re record a mailbox name Play Configuration Menu Action Change user or group settings Select System Prompt Language Action Change the prompt language Telephony Actions These actions rela...

Page 137: ...rom a database Database Close Action Close a database Queue Actions These actions are associated with hunt group queues and so are not available to user and short code start points Queue ETA Action Sp...

Page 138: ...a If Telephony Handset is selected enter the extension of the telephone to be used 2 Enter a file name for the recording 3 Click the record button to record the message If the media type selected is T...

Page 139: ...rompts tab allows you to create a message that will be played to the caller when they reach this action The message can consist of several prompts Add Prompt Add a prompt to the play list The dialogue...

Page 140: ...ion within its call reports Results Tab This tab shows the results available from an action For the majority of actions the results are fixed and appear grayed out i e they cannot be changed For some...

Page 141: ...d to match any sequence of digits for which there is no other match Key press entry is ended either by the caller pressing or 5 seconds after the last digit dialed F For Fax Calls The F letter can be...

Page 142: ...he Voicemail Pro server is using IP Office mode Users who press 0 while they are logged into their mailbox will be routed to the Next result Intuity mode Users who press 0 whilst in their mailbox will...

Page 143: ...ist where the caller hears a sequence of prompts and their responses are recorded If the play list is completed a single file containing the recorded responses is created That file can then be placed...

Page 144: ...n should start playing back the response left by callers to the campaign Configuration Actions Edit Play List Action With this action a caller can record a specified prompt file held on the voicemail...

Page 145: ...ttings specific to this type of action Specific Tab Caller s mailbox The mailbox matching the start point of the call Mailbox Select or enter the name of the target mailbox Any changes made using this...

Page 146: ...nnections to following actions can be made The results are No Answer Busy Out of Hours and Default The result route used is determined by why the reason the call was routed to voicemail For example ca...

Page 147: ...xtension voicemail Prompts played before the recording Prompts played after the recording These prompts are played to the target extension when they answer the call The prompts played after the caller...

Page 148: ...is used KEY should be entered in the mailbox field of the following action This method allows a Dial by Name action to be used to set the destination for a following action such as Get Mail Leave Mai...

Page 149: ...email Pro system variable in the action s Description field By default this will be matched against the MS CRM account number field For example a preceding Menu action could be used to ask the caller...

Page 150: ...ults DTMF Data This result connection is used if the caller enters some data ending each character with and then presses The data is played back to the caller and the connection is then followed No DT...

Page 151: ...ettings specific to this type of action Post Dial Action This action can be used to connect another extension to a specified call flow start point or to play a recording to that extension For details...

Page 152: ...xisting call flow The aim of this action is to allow call flows developed by other applications such as the IP Office Wizard to be placed on the Voicemail Pro server and included in its customized cal...

Page 153: ...sed if the callers dials a non matching digit The Timeout result connection is used if the caller does not complete dialing the matching key sequence within the set timeout period For details of the d...

Page 154: ...e SQL query This can either be entered directly or constructed using the SQL Wizard option Note An SQL query that is generated by the Database Execute Action does not support spaces in field or table...

Page 155: ...to answer ETA to a queued caller The ETA is calculated based on the queued time of the last 5 queued and answered calls The ETA is always rounded up to the nearest minute For an example see Customizi...

Page 156: ...setting 1 2 or 3 on Incoming Call Routes Calls assigned a high priority are moved up any call queue ahead of those with a lower priority The use of this feature is not compatible with Queue ETA and Q...

Page 157: ...and start points as text files For more information see Viewing Start Points and Modules as Text Creating a Module To create a module 1 Click Modules and then Alternatively right click Modules and se...

Page 158: ...cation To run a module directly from an external call 1 Within the appropriate IncomingCallRoute entry set the Destination to the module name prefixed with VM For example enter VM AutoAttend to route...

Page 159: ...voicemail switched on calls will be automatically routed to Voicemail if 1 The extension is busy and Call Waiting has not been enabled 2 The user has Do Not Disturb set or the extension is not answere...

Page 160: ...When creating short codes for use with Voicemail the indicates collect Voicemail and the indicates deposit Voicemail The telephone number entry must also be enclosed by quotation marks as shown above...

Page 161: ...d for accessing voicemail is the VM option where VM is followed by the name of the mailbox or Voicemail Pro start point required This can be used in the telephone number field of IP Office application...

Page 162: ...be used in the Destination field of a Manager Incoming Call Route This enables you to route calls that match the Incoming Call Route s criteria to a particular mailbox or Voicemail Pro module Voicemai...

Page 163: ...allback VM Extn205 Callback Group Start Points for example a group called Main Collect Main Collect VM Main Collect Leave Main Leave VM Main Leave Queued Still Queued Default Start Points Collect Defa...

Page 164: ...conds This gives the action a Timeout result which can be used if the caller does nothing or does not have DTMF dialing Our IP Office has extensions and groups numbered in the 200 to 299 range So we a...

Page 165: ...3 We chose to use 80 and set it as shown below The entry SelfSelect indicates the name of the Voicemail start point for the call in this case the Voicemail Pro SelfSelect module For a module start po...

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Page 167: ...mailboxes For more information see Giving Users Access from a Trusted Location and Giving Users Direct Voicemail Access from a Trusted External Location Note This requires that an incoming call provi...

Page 168: ...oicemail Access from an External Location If users need to access their Voicemail messages when they are away from the office you can set up an Incoming Call Route in IP Office Manager with the destin...

Page 169: ...s for confirmation before continuing with the associated call flow This service requires configuration of a callback start point in Voicemail Pro and entry of a callback number through IP Office Manag...

Page 170: ...sting users 3 Double click the user for whom callback is being set up 4 Select the Voicemail tab In Voicemail Code enter a pin code and confirm this in Confirm Voicemail Code 5 Select the Source Numbe...

Page 171: ...at the appropriate times and provides the queue position and ETA data For more information see Out of Hours Operation Messaging If voicemail for a hunt group is on the IP Office default calls to the...

Page 172: ...ssages are forwarded to the individual mailboxes of the hunt group members Voicemail Help Default Off For Voicemail systems that are running in IP office mode this option controls whether users hear a...

Page 173: ...al messages takes place before any ringback for new group messages Voicemail Code If the user is not a member of the hunt group a voicemail code is also required This is entered through the Voicemail...

Page 174: ...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...

Page 175: ...include quotation marks Line Group ID 0 Feature VoicemailCollect For systems running in Intuity mode the above will work only if the user is a member of the group and a custom call flow has also been...

Page 176: ...ed on hold for 20 seconds and then hears the You are still in a queue greeting The caller is then placed on hold again and played the still queued message every 20 seconds This is the default queuing...

Page 177: ...ther than disconnect them An attempt to return the caller using a Transfer or similar action places the caller at the back of the queue as a new call For more information see Changing the Queued and S...

Page 178: ...Voicemail Pro Installation and Maintenance Guide Page 178 Voicemail Pro Installation and Maintenance Guide 15 601063 Issue 15b 31 May 2006 IP Office...

Page 179: ...is true when either A or B is true NOT This logic element can be used to reverse the value e g return false when true of individual elements or of the whole condition Starting the Condition Editor To...

Page 180: ...an one day selected By default the logical AND X is applied to this condition element If more than one day is selected then element cannot return true For example it cannot be the 3rd March and the 4t...

Page 181: ...Pro Server and Client or Installing Custom Voicemail Pro Server and Client The Web Campaign Component allows access to play and change the status of campaign messages through a Web browser Browser Req...

Page 182: ...ently highlighted campaign action Delete action Delete the currently highlighted campaign action Move action Move the position of an action in the sequence of campaign actions The and commands give yo...

Page 183: ...d then disconnects the caller Play back response to the Campaign Plays back the customers responses to them and then repeats this customer menu Restart the whole Campaign Delete the customers response...

Page 184: ...hrough the Campaign Identification menu this number can be programmed under a DSS key That key can then be used by agents to access the campaign If the DSS key also incorporates a BLF lamp that lamp i...

Page 185: ...associated with an incoming CLI and so provide call recording based on a caller s CLI A time profile can be used to specify when automatic call recording is used For inbound calls recording will not t...

Page 186: ...to a Voicemail Pro mailbox the maximum recording time is 1 hour You can change this if required To change the maximum recording length 1 Start the Voicemail Pro Client 2 Click or select Administration...

Page 187: ...the IP Office configuration 2 Click User to display the current entries 3 Select and double click the entry for which you want to change the destination of manual recordings 4 Select the Voice Recordi...

Page 188: ...nually trigger call recording by selecting Menu Menu Func Recor Using DSS Keys The call record function can be programmed against a DSS key To set a DSS key for manual recording 1 Open Manager and sel...

Page 189: ...nual Recording Normally recording is performed by the Voicemail Pro server as a default task However a module named Record can be used to customize the operation of auto recording Note If a Record mod...

Page 190: ...utbound drop down lists select the recording frequency required Note Record Outbound is not available for hunt groups None Do not record On Record all calls if possible Mandatory Record all calls If r...

Page 191: ...tion pane double click System 3 In the System Configuration window click the System tab 4 Check or un check Hide auto recording 5 Save the configuration back to the IP Office system 6 Reboot Customizi...

Page 192: ...tion 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...

Page 193: ...efined fax number has been set the fax is sent to the system fax number When a system fax number is set any fax calls that are received in user or hunt group mailboxes are directed to this number This...

Page 194: ...server and Voicemail Pro to interact specific user rights are needed For more information see Domain User Account Requirements If the PC that is being used as the fax server uses an analog fax board...

Page 195: ...For more information see Routing Fax Calls Using a Menu Action 5 If the fax server PC uses an analog fax card configure the extension number to use for faxes For more information see Configuring an An...

Page 196: ...er overrides the system fax number Mailbox owners can find out more in the Intuity Mailbox User Guide 5 If your fax system requires prefix addressing for example the C3000 fax server do not type a fax...

Page 197: ...o configure the extension number to use for faxes For more information see Configuring an Analog Extension Number for Fax Use Setting Up a Short Code for Routing Faxes to Prefixed Numbers Note This ta...

Page 198: ...ice Intuity Mailbox User Guide 3 If it has not already been done and the fax server PC is using an analog fax card the next step is to configure the analog fax number to use For more information see C...

Page 199: ...the fax server uses an analog fax card it must be connected to an IP Office analog extension POT port You are then ready to configure the analog extension for fax use Note This task is completed in IP...

Page 200: ...only in Germany The information provided here assumes that The C3000 fax server software is installed The Exchange Connector is installed and configured For information about system requirements hardw...

Page 201: ...ls Voice channels Data channels 8 Leave the following boxes empty Prefix National Prefix International Prefix 9 Leave all other default settings unchanged 10 On the Short Codes tab leave the default s...

Page 202: ...xnumber faxination com Equisys Zetafax faxes are sent to faxnumber zfconnector com Captaris RightFax faxes are sent to faxnumber rightfax com Example For example if a GFi FAXMaker user dials 1 and ent...

Page 203: ...g database records Database Get Data Selects the current record from the matches returned by the preceding Database Execute action The record fields are then placed into Voicemail Pro variables DBD 0...

Page 204: ...ving 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...

Page 205: ...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 This...

Page 206: ...ches an ISBN entry in the database then the Author s name cost ISBN and book title details are captured This query is entered into the Database Execute Action via the specific tab When entering inform...

Page 207: ...ase Get Data Action is used to return details of any matching entries following a search against a database To retrieve the results an option is selected on the specific tab to select how the data is...

Page 208: ...ta 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...

Page 209: ...tabase The fields selected were Author Cost ISBN and Title Any fields selected in a query will appear in alphabetical order DBD 0 would return details from the field Author DBD 1 would return details...

Page 210: ...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 Confirm Book Details Generic a...

Page 211: ...e CP4 When all the details have been collected the database needs to be updated The database Execute Action is used When entering information into the specific tab for the first time you are taken thr...

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Page 213: ...oicemail Pro 1 4 and higher supports the addition of TTY prompts for leaving messages in and collecting messages from Intuity mode mailboxes Callers with a TTY device can see the TTY prompts and leave...

Page 214: ...stomizing a Simple Mailbox Call Flow The Select System Prompt Language action can be used to change the prompt language used by subsequent actions in a call flow Once the TTY Maintenance Patch has bee...

Page 215: ...These could then be collected and transcribed for the user Installing Voicemail Pro TTY Textphone Prompts You can select TTY prompts from the list of language options when you install Voicemail Pro Fo...

Page 216: ...le setting tty is not actually recognized by IP Office Manager Therefore all aspects of a user s telephony operation on the IP Office will default to the system s locale setting System System Locale H...

Page 217: ...ch existing user Name s If a user Name is changed Voicemail Pro will create a new mailbox to match the new Name Therefore care must be taken to ensure that Name field entries are as accurate as possib...

Page 218: ...tion In its properties Specific tab we set KEY as the Mailbox 4 We connected the Dial by name action s True result to this action 5 From Mailbox Actions we added a Leave Mail action Again in its Speci...

Page 219: ...fice 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 1 In Voicemail Pro we added a new module and call...

Page 220: ...e name of any mailbox The NameWavsTable does this by requesting an extension number and then allowing you to play re record and submit a name recording for that extension It then allows another extens...

Page 221: ...telephone This name will then be used for the text matching part of Dial by Name 4400 4600 and 6400 Phones with a Menu Key 1 Press Menu twice 2 Press and select ProgA 3 Press and select Name 4 Enter...

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Page 223: ...K For more information about these rules see Automatic Fallback Language Rules The language played to a caller can be changed during a call This is achieved using a Select System Prompt action For mor...

Page 224: ...Prompt action changes the default language prompts but not any custom prompts To change the custom prompts you need to use the LOC variable in the path to the custom prompt files For more information...

Page 225: ...15b 31 May 2006 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 selectio...

Page 226: ...tion To change the language of custom prompts 1 Through the Get Mail action s properties record an Entry Prompt for US English users and save it as enu custom getmail wav 2 Record a similar prompt for...

Page 227: ...box does not have a recorded name greeting when that mailbox is accessed to collect messages the caller is asked to record their name before proceeding to collect messages The name greeting is used fo...

Page 228: ...to a mailbox user are determined by the user s Locale setting as set through the IP Office Manager Note that on some phones users can change their language setting themselves Mailbox owners should re...

Page 229: ...lic lists can be used by other mailbox users when forwarding or send messages A user can also import the contents of a public list into one of their own lists If Voicemail Pro Networked Messaging VPNM...

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Page 231: ...ipts Note that unless otherwise stated they are session based ie the data is specific to a particular call Voicemail Pro call and does not persist between calls Voicemail contains various state variab...

Page 232: ...roperty is only valid for the current session to Voicemail Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim...

Page 233: ...ESSING locale Voice Locale Rem NOW SET LOCALE TO FRENCH Voice Locale fr DO SOME PROCESSING Rem NOW SET LOCALE BACK TO WHAT IT WAS Voice Locale locale end if End Sub Name Property The Name property ret...

Page 234: ...perty gets and sets the RES voicemail system variable The RES variable contains the result property of a callflow action The result is action specific for example OK FAILED BUSY and so on The callflow...

Page 235: ...le String Voice SavedResult Variable Property The Variable property gets and sets the VAR voicemail system variable Owning object vmprov5 voicescript String Set A string object that contains the new v...

Page 236: ...d a file or message to another mailbox Voice ForwardMsgToMailbox file As String mailbox As String ident As String As String Parameters file This contains the name of the message file to be forwarded T...

Page 237: ...ull specified path name is used otherwise the file is relative to the specified locale within the WAVS directory Return Value The equivalent fully qualified path name for the specified file GetCalling...

Page 238: ...ameters index The extension to return Note The actual extension number should not be entered as index refers to the offset number of the extension in the listing Return Value The extension at that pos...

Page 239: ...As String index As Long As String Parameters mailbox The mailbox to return messages for msgtype The type of messages to return This can start with an N for new messages O for old messages and S for s...

Page 240: ...Parameters mailbox The mailbox that the message belongs to message The message to query Return Value True if the message was left with privacy otherwise False GetMessageStatus Method The GetMessageSta...

Page 241: ...The connection ID as passed in to the script Return Value The number of old messages contained within the session s mailbox GetPositionInQueue Method The GetPositionInQueue method is used to obtain th...

Page 242: ...GetSavedMsgs dlgid As Long 0 As Long Parameters dlgid The connection ID as passed in to the script Return Value The number of saved messages contained within the session s mailbox GetSavedResult Metho...

Page 243: ...meters mailbox The mailbox that the message belongs to message The message to query Return Value The display string associated with the message MessageLength Method The MessageLength method is used to...

Page 244: ...Object vmprov5 voicescript registration Voice Register dlgid if registration Then dim key key Voice PlayDigits 12345 end if End Sub PlayLocaleWav Method The PlayLocaleWav method is used to play a wave...

Page 245: ...M Plays the recorded name for the mailbox if one has been recorded If a name has not been recorded then optional TTS can be used providing it has been licensed TIME hh mm ss Y dd mm yy Plays out the s...

Page 246: ...lbox the WAV extension is automatically appended CAMPAIGNS campaign message Plays out a campaign message stored within the specified campaign the WAV extension is automatically appended If the fully q...

Page 247: ...WAVS directory maxtime The maximum recording length specified in seconds interruptables This is for future development and should be left as default appendtofile Set to true if the recording should b...

Page 248: ...dlgid if registration Then do something end if End Sub SetLocale Method The SetLocale method is used to set the LOC session variable Voice SetLocale locale As String dlgid As Long 0 Parameters locale...

Page 249: ...o the script Return Value This method does not return a value SetResult Method The SetResult method is used to set the RES session variable Voice SetResult result As String dlgid As Long 0 Parameters...

Page 250: ...does not return a value Speak Method The Speak method is used to speak out the specified speech provided TTS has been licensed Voice Speak text As String wait As Boolean True interruptables As String...

Page 251: ...rovides a console window that enables you to see messages between the voicemail server and the IP Office The nature of the messages may be useful in diagnosing problems The Voicemail Pro Service can b...

Page 252: ...useful for testing and diagnostic purposes Note IMS and MAPI email activity is not supported when running the Voicemail Pro service in this way To run the service as a console 1 Open the Windows Contr...

Page 253: ...fice 15 601063 Issue 15b 31 May 2006 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 ab...

Page 254: ...of the account specified during installation The service is set to automatically restart each time the PC restarts 2 Initializing the default call flow Note The steps that follow apply to Windows NT4...

Page 255: ...ce Guide Page 255 IP Office 15 601063 Issue 15b 31 May 2006 Voicemail Pro User Log User authentication failures are logged in the event viewer under VMPro User Log The following details are logged Use...

Page 256: ...Voicemail Pro Installation and Maintenance Guide Page 256 Voicemail Pro Installation and Maintenance Guide 15 601063 Issue 15b 31 May 2006 IP Office...

Page 257: ...o review from beginning press 1 if finished press 21 wav To listen press 0 24 wav To delete press D 27 wav To attach original press y for yes or n for no 35 wav Login incorrect 41 wav To forward messa...

Page 258: ...wav You already have a list 114 wav To replace list renter ID and sign to create a new list enter new list ID 115 wav To transfer using names instead press 2 117 wav To reach the covering extension pr...

Page 259: ...entified 180 wav Nothing to approve 182 wav Nothing to delete 185 wav Not found 188 wav Passwords do not match please enter new password 191 wav No more messages 192 wav No messages 193 wav No name re...

Page 260: ...av To exit directory press 282 wav To have system wait press W to access the names or numbers directory press N If finished please hang up or to disconnected IP Office press X 285 wav To add a member...

Page 261: ...addressing and delete your entry press 2 358 wav You are identifying a list as private or public 360 wav You are scanning mailing lists to review list members press 0 to rewind to previous list press...

Page 262: ...e 563 wav Digit extension 569 wav To modify press 1 if finished press 577 wav To hold the message in its current category press H 578 wav To skip to the next category press 579 wav Password must be 58...

Page 263: ...v To administer mailing lists press 1 to administer personal directory press 2 701 wav To change your password press 4 702 wav To record your name press 5 703 wav You are at subscriber administration...

Page 264: ...activate a different greeting in its place 783 wav To activate another greeting enter greeting number to de activate a greeting activate a different greeting in its place 784 wav To activate system gr...

Page 265: ...ssage press 1 849 wav To skip the next message press the sign to the listen to the header rewind by pressing 2 then play by pressing 3 to skip to the next category press 850 wav Broadcast and login me...

Page 266: ...r more options 1144 wav To specify whether a message can be addressed before it is recorded press 6 1145 wav To administer call answer options press 7 1152 wav Address before record turned on 1153 wav...

Page 267: ...5 wav To allow callers to leave messages press 571 1970 wav Invalid password please enter new password and sign 2007 wav with text 2008 wav with other media 2010 wav zero 2011 wav bytes 2012 wav byte...

Page 268: ...wav Please hold while we try to connect you aa_05 wav An operator is currently unavailable aa_06 wav Please key in the extension number you would like to leave a message for aa_07 wav Good bye and tha...

Page 269: ...av Has requested conf_14 wav To join in an ad hoc conference press 1 to accept 2 to decline and 3 if the delegate is not available conf_15 wav Has declined the offer to attend the conference conf_16 w...

Page 270: ...you want to edit ivr_04 wav enter form entries with the sign to terminate each line press at the end to complete the form ivr_05 wav form verified ivr_06 wav form entry is complete ivr_07 wav press to...

Page 271: ...ssage to email press 6 to repeat the message press 7 to skip the message press 9 at the end of your messages to play old messages press 1 to play saved messages press 2 to edit your greeting press 3 t...

Page 272: ...Due to outb_01 wav This is an IP Office outbound alert outb_04 wav Press any key to accept pg_0001 wav To use this greeting for all calls press 1 pg_0002 wav To use this greeting for all calls press...

Page 273: ...05 wav And ssb_06 wav Date ssb_07 wav Deleted ssb_08 wav T number ssb_09 wav For ssb_10 wav Forwarded ssb_11 wav Item ssb_12 wav Press ssb_13 wav Quantity ssb_14 wav Saved ssb_15 wav Yesterday ssb_16...

Page 274: ...ailable svm_19 wav Message was recorded svm_20 wav You re being transferred svm_21 wav You have svm_22 wav Unknown caller svm_23 wav Forwarding to email is now turned off svm_24 wav Start speaking aft...

Page 275: ...Avaya Communication Manager C CCC Compact Contact Center I IMS Integrated Messaging Service M MAPI Messaging Application Program Interface P PDL Personal Distribution List PSTN Public Switch Telephone...

Page 276: ...Voicemail Pro Installation and Maintenance Guide Page 276 Voicemail Pro Installation and Maintenance Guide 15 601063 Issue 15b 31 May 2006 IP Office...

Page 277: ...st Condition 150 Test User Variable 151 Transfer 144 Voice Question 141 Whisper 145 Active status 115 Add Add comments 79 Add New Machine 61 Add pauses 167 Add Range option 60 Add Subscribers 62 Condi...

Page 278: ...e 17 18 73 74 CLI CLI match 144 CLI Routing Action 144 Client Server Connection Timeout 102 125 Clock Action 149 Closing down the Voicemail Pro Client 98 99 Collecting Messages Group 173 COM 150 COM M...

Page 279: ...nection 130 Start Point 117 127 Deleting A connection 130 A start point 117 127 Administrator user 120 An action 130 Description 23 62 137 145 147 150 Details key 62 DHCP 20 Digit Dialing 62 Digital M...

Page 280: ...sfers caller 144 147 Transfers 144 Transfers 147 Housekeeping 106 Housekeeping 226 HRESULT 150 Hungarian 17 18 221 Hunt group Configuration 169 Messages 169 171 Queuing 174 Service mode 143 Voice reco...

Page 281: ...Time 157 169 No DTMF Data 147 None 188 189 266 Normally IMS 79 North 225 Norwegian 17 18 73 221 NOT condition 177 Notification Priority 62 Number console provides 249 Dial 162 IP Office supports 225...

Page 282: ...sponse 141 saying 136 shortcode 186 Record key 180 Record Key Press 180 Record Name Action 129 142 217 Record Voice 180 Recording Time left minutes 107 Recording Prompts 145 RecordMsg 150 245 RecordRe...

Page 283: ...150 Stdcall GetDTMF 150 Stdcall GetEstimatedAnswer 150 Stdcall GetLocale 150 Stdcall GetPositionInQueue 150 Stdcall GetRegister 150 Stdcall GetResult 150 Stdcall GetVariable 150 Stdcall MessageCLI 150...

Page 284: ...e menu icon display 132 User dialing 133 150 User form 17 166 User Id Blocked 121 Locked 121 User Source Number Configuration 126 User Variable 150 151 Using Databases 75 150 Using the Conditions Edit...

Page 285: ...on 129 140 143 266 Voicemail Reception Operator 125 Voicemail Ringback 51 157 171 225 Voicemail ringback on off 225 Voicemail rings user 127 Voicemail Server PC 20 69 71 142 143 149 Voicemail Tab 51 7...

Page 286: ...r others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are reg...

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