Avaya IP500 V2 Installation Manual Download

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Locale selected in Manager

Default language

Fallback Languages

Mediterranean

(Mediterranean)

Hebrew

UK English > US English

Mexico (Latin Spanish)

Latin Spanish

Spanish > UK English > US English

Morocco (French)

French

French > UK English > US English

Netherlands (Dutch)

Dutch

UK English > US English

New Zealand (UK English)

UK English

UK English > US English

Norway (Norwegian)

Norwegian

UK English > US English

Oman (Arabic)

Arabic

UK English > US English

Pakistan (UK English)

UK English

UK English > US English

Peru (Latin Spanish)

Latin Spanish

Spanish > UK English

Philippines (US English)

US English

UK English

Poland (Polish)

Polish

UK English > US English

Portugal (Portuguese)

Portuguese

UK English > US English

Qatar (Arabic)

Arabic

UK English > US English

Russia (Russian)

Russian

UK English > US English

Saudi Arabia (UK English)

UK English

US English

Singapore (UK English)

UK English

US English

South Africa (UK English)

UK English

US English

Spain (Spanish)

Spanish

Latin Spanish > UK English > US English

Sweden (Swedish)

Swedish

UK English > US English

Switzerland (French)

French

UK English

Switzerland (German)

German

UK English > US English

Switzerland (Italian)

Italian

UK English > US English

Taiwan (Mandarin)

Mandarin

UK English > US English

Turkey (Turkish)

Turkish

UK English > US English

United Arab Emirates (UK

English)

UK English

US English

United Kingdom (UK English)

UK English

US English

United States (US English)

US English

UK English

Venezuela (Latin Spanish)

Latin Spanish

Spanish > US English

Related links

IP Office Embedded Voicemail

on page 8

IP Office Embedded Voicemail

September 2020

Embedded Voicemail Installation

Comments on this document? [email protected]

Summary of Contents for IP500 V2

Page 1: ...IP Office Embedded Voicemail Installation Release 11 1 Issue 7 September 2020 ...

Page 2: ...RITY OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTPS SUPPORT AVAYA COM LICENSEINFO UNDER THE LINK AVAYA SOFTWARE LICENSE TERMS Avaya Products OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA ARE APPLICABLE TO ANYONE WHO DOWNL...

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Page 4: ...https support avaya com or such successor site as designated by Avaya scroll to the bottom of the page and select Contact Avaya Support Trademarks The trademarks logos and service marks Marks displayed in this site the Documentation Hosted Service s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates its licensors its suppliers or other third parties Us...

Page 5: ...g System Status 19 Chapter 3 User mailbox configuration 20 Changing a user s voicemail configuration 21 User Voicemail Settings 22 Configuring voicemail email integration 24 Configuring System SMTP Support 25 SMTP tab field descriptions 25 Configuring User Voicemail Email 26 Announcements 26 Configuring announcements 27 Announcement settings 27 Recording announcements using short codes 28 Using pr...

Page 6: ...attendant 49 Transferring calls to an auto attendant 50 Programmed buttons 50 SoftConsole 51 Short codes 52 Using an auto attendant to access voicemail 53 Dial By Name 54 Recording Caller Consent 55 Using pre recorded names greetings and announcements 56 Converting pre recorded files 57 Transferring Recordings to Embedded Voicemail 58 Configuring an Auto Attendant to use a greeting file 58 Chapter...

Page 7: ...DTE Port Maintenance 68 Contents September 2020 Embedded Voicemail Installation 7 Comments on this document infodev avaya com ...

Page 8: ...nce of another voice mail server on the same network might cause Embedded Voicemail to fail to operate correctly and vice versa Related links Mailbox features on page 8 Embedded Voicemail Summary on page 9 Languages supported on page 9 Fallback Language Operation on page 11 Mailbox features The system automatically creates a mailbox for every user and hunt group in the system s configuration For u...

Page 9: ...ompression method Uses G711 No VCM channels required Storage 25 hours maximum For systems not running in subscription mode 15 hours by default An additional 5 hours is added for each 2 additional channels licensed see below Maximum simultaneous connections 6 channels maximum For systems not running in subscription mode 2 channels by default Additional channels require licenses Maximum individual m...

Page 10: ...age prompts used A Locale setting is set for the whole IP Office system For individual users and incoming call routes the system locale can be overridden For calls to voicemail the locale used is determined as follows The user locale if set is used if the caller is internal The incoming call route locale if set is used if the caller is external If no user or incoming call route locale is applicabl...

Page 11: ...US English Czech Republic UK English UK English US English Denmark Danish Danish UK English US English Egypt Arabic Arabic UK English US English Finland Finnish Finnish UK English US English France French French Canadian French UK English US English France 2 French French Canadian French UK English US English Germany German German UK English US English Greece Greek UK English US English Hong Kong ...

Page 12: ...h US English Russia Russian Russian UK English US English Saudi Arabia UK English UK English US English Singapore UK English UK English US English South Africa UK English UK English US English Spain Spanish Spanish Latin Spanish UK English US English Sweden Swedish Swedish UK English US English Switzerland French French UK English Switzerland German German UK English US English Switzerland Italian...

Page 13: ... are provided on Embedded Voicemail memory cards supplied by Avaya However these may not match the full set of prompts required for new features in your systems installed version of IP Office 2 Configuring Embedded Voicemail on page 16 Set the IP Office to use Embedded Voicemail and set the maximum record time for messages greetings and prompts 3 User mailbox configuration on page 20 Configure the...

Page 14: ...lvmail folder after the IP Office Administrator Applications are installed Related links Installing Embedded Voicemail on page 13 Checking the prompt sets on page 14 Uploading additional language prompts on page 15 Reloading language prompts on page 15 Transferring the prompt files using IP Office Manager on page 16 Checking the prompt sets About this task Additional Embedded Voicemail features ad...

Page 15: ... the changes back to the system Related links Checking and Uploading Prompts on page 14 Reloading language prompts About this task Use this task to reload language prompts that are already installed on the System SD card Procedure 1 Open IP Office Manager 2 Select File Advanced Upgrade 3 In the IP Office Upgrade Wizard window click the check box for the appropriate system 4 Click Upgrade 5 Click t...

Page 16: ... 6 Click OK 7 Select File Upload System Files The prompt files installed with IP Office Manager and the IP Office firmware files are transferred Related links Checking and Uploading Prompts on page 14 Configuring Embedded Voicemail About this task This task requires a system reboot A system reboot ends all current calls and operation for a period of up to 5 minutes Procedure 1 Open IP Office Manag...

Page 17: ...ation a set of locale language prompts that is not present on the System SD card IP Office Manager displays a warning message Click the warning to open a window and follow the prompts to add the locales Alternatively click Add Display VM locales and select the language to upload 11 Click OK to save the changes 12 Select File Save Configuration to send the changes back to the system and restart it ...

Page 18: ...rompt Shutting down a memory card may cause service loss Continue appears click Yes 3 Select the system and enter an administrator name and password 4 Select System 5 At the back of the control unit confirm that the appropriate memory card LED is off 6 Remove the card Related links Memory card removal on page 17 Shutting down a memory card using System Status Procedure 1 Open System Status and acc...

Page 19: ...nserting it Procedure 1 In IP Office Manager select File Advanced Memory Card Command Startup 2 Select the system and enter an administrator name and password 3 Select System 4 Click OK Related links Memory card startup on page 19 Starting up a memory card using System Status About this task Use this task to restart a memory card without removing and reinserting it Procedure 1 Open System Status a...

Page 20: ...messages in their mailbox This ringback is triggered after the completion of a call at the user s extension Ringback from a hunt group mailbox containing new messages may also occur if the user is configured to receive hunt group message waiting indication Voicemail on or off Sending calls to the user s mailbox can be switched off Note however that this does not stop other methods of leaving messa...

Page 21: ...lbox you must create a short code based on the old user name in order to access the old mailbox Use this task to change the voicemail configuration for an individual A lock symbol indicates that the setting can also be set and locked through user rights See the IP Office Manager on line help or user documentation for more information For systems being centrally managed through System Manager this ...

Page 22: ...to voicemail if all not answered within their No Answer Time or if they have selected Do Not Disturb Note that unselecting this option does not disable use of the user s mailbox Messages can still be forward to their mailbox and the mailbox can still be accessed to collect messages Voicemail Help Default Off Help can also be accessed by dialing 4 after accessing the mailbox Voicemail Ringback Defa...

Page 23: ...n between the email and voicemail mailboxes For example reading and deleting the email message does not affect the message in the voicemail mailbox or the message waiting indication provided for that new message Forward If set to Forward each time a new voicemail message is received in the voicemail mailbox that message is attached to an email and sent to the email address No copy of the voicemail...

Page 24: ...red if they press 3 while listening to the mailbox greeting or leaving a message Related links User mailbox configuration on page 20 Configuring voicemail email integration About this task Voicemail email integration uses the system s SMTP settings to send messages to the customer s email server That server then forwards those messages into the user email mailboxes Once enabled users can select to...

Page 25: ...omer s SMTP server If not on the same subnet as the IP Office LAN an IP route must also be added Port The SMTP listening port of the server The default is 25 Email From Address This is the address used by the IP Office Some servers only relay messages from recognized full addresses or addresses in the same domain Use STARTTLS Select this field to enable TLS SSL encryption Encryption allows voicema...

Page 26: ... 7 Click OK to save the changes 8 Select File Save Configuration to merge the changes back to the system Related links Configuring voicemail email integration on page 24 Announcements Announcements are played to callers waiting to be answered For a hunt group this includes both callers ringing at an agent and still queued If no voicemail channel is available for an announcement the announcement is...

Page 27: ...fields to the appropriate values See Announcement settings on page 27 for more information 5 Click OK to save the changes 6 Select File Save Configuration to merge the changes back to the system Related links Announcements on page 26 Announcement settings Name Description Announcements On Default Off This setting enables or disables announcements Wait before 1st announcement Default 10 seconds Ran...

Page 28: ... many voicemail channels are required to provide the announcements Note This option is available only when configuring announcements for hunt groups It is not available when configuring announcements for users Off Announcements are played individually for each call This requires a separate voicemail channel each time an announcement is played to each caller While this ensures accurate following of...

Page 29: ...nd announcements Note that when a pre recorded file is uploaded it can take up to 5 minutes before the system begins using a newly uploaded file In all cases if the user records a new name greeting or announcement from the phone the pre recorded file is deleted The source WAV file must have the following properties 8KHz Mono 16 bit PCM Uncompressed Unlike greetings recorded through the embedded vo...

Page 30: ...r message to be displayed 5 In the Save Output File window enter a name for the file in the File Name field and click Save This is the name that will be entered into the configuration to use the recording The file name extension must be c11 6 In the Output File Type field a To create an auto attendant greeting file select Auto Attendant b To create a greeting file for a user extension select one o...

Page 31: ...phone or IP Office application they are using users who receive other mailbox message waiting indication can choose any of the following methods to collect messages Note that if not configured as a trusted source for another user s mailbox the user will have to enter the mailbox password for that mailbox when accessing it Visual Voice On telephone that support Visual Voice the user name is shown a...

Page 32: ...his process can be used to give a user message waiting indication for a hunt group s mailbox For systems being centrally managed through System Manager this task cannot be performed using IP Office Manager launched from System Manager You must first disable Under SMGR Administration in Security Settings before you perform this task Procedure 1 Open IP Office Manager and receive the system configur...

Page 33: ...mbers are used as follows User s own extension number For example a user whose extension number is 214 wants to be able to access voicemail messages without entering the voicemail code A source number V214 would be entered Other user extension numbers For example a user whose extension is 214 wants to be able to access voicemail messages from extension 204 A source number V204 would be entered Fro...

Page 34: ...ffice Manager and receive the IP Office configuration 2 In the left navigation page click User 3 Click the required user 4 Click the Button Programming tab 5 Click the button line that you want to change 6 Right click in the Action field 7 Select Emulation Visual Voice 8 Click OK to save the button details for the selected user 9 Repeat this procedure for other users as required 10 Select File Sav...

Page 35: ...Button Goes to Visual Voice check box to select this option 5 Click OK 6 Select File Save Configuration to save the changes back to the system Visual Voice September 2020 Embedded Voicemail Installation 35 Comments on this document infodev avaya com ...

Page 36: ... depending on their phone type Otherwise an access short code must be created for the hunt group For more information see Hunt group mailbox access on page 40 Ringback Embedded voicemail can be set to ring the user whenever they have new messages in a hunt group mailbox for which they receive message waiting indication This ringback is triggered after the completion of a call at the user s extensi...

Page 37: ... mailbox Procedure 1 Open IP Office Manager and receive the configuration 2 In the left navigation pane click Hunt Group 3 Select the hunt group for which you want to create a mailbox 4 Click the Voicemail tab 5 Change the fields as appropriate See Hunt group voicemail settings on page 38 for more information 6 Click OK to save the changes 7 Repeat steps 3 through 6 for each hunt group as appropri...

Page 38: ... still be accessed to collect messages Voicemail Answer Time secs Default 45 seconds Range 1 to 99999 seconds This setting sets how long a call should be presented to a hunt group and its overflow groups if set before going to voicemail When exceeded the call goes to voicemail if available regardless of any announcements overflow or queuing If set to Off voicemail is used when all available member...

Page 39: ...h no copy of the voicemail message attached Users can also select this mode by dialing 02 from their extension Voicemail Help Default Off Help can be accessed by dialing 4 after accessing the mailbox Broadcast This setting is not used for embedded voicemail UMS Web Services This setting is not used for embedded voicemail Related links Hunt group mailbox configuration on page 36 Hunt Group Message ...

Page 40: ...name of the hunt group For example for the hunt group Main enter HMain 7 Click OK 8 Repeats steps 3 through 7 for any other hunt groups for which the user requires message waiting indication 9 Select File Save Configuration to merge the changes back to the system Related links Other Mailbox Message Waiting Indication on page 31 Hunt group mailbox access By default no user has access to a hunt grou...

Page 41: ...ccess on page 40 Short code and button access A short code can be created for hunt group mailbox access as shown in the following table This can be a system wide or user specific short code For information about setting up short codes see the IP Office Manager on line help or user guide Field Contains Code 99 Feature Voicemail Collect Telephone Number Sales Line Group Id 0 The Voicemail Collect fe...

Page 42: ...nfigured for users to be used effectively the user s No Answer Time must be extended or Voicemail On must be unselected Related links Hunt group mailbox configuration on page 36 Configuring announcements on page 27 Recording announcements using short codes on page 28 Configuring announcements Procedure 1 Open IP Office Manager and receive the IP Office configuration 2 In the left navigation pane d...

Page 43: ...es are 91N N 1 Record Message Used to record an announcement 1 For example to record announcement 1 for a hunt group on extension 300 dial 91300 and follow the instructions to record the new announcement 92N N 2 Record Message Used to record an announcement 2 For example to record announcement 2 for a hunt group on extension 300 dial 92300 and follow the instructions to record the announcement Rel...

Page 44: ...sfers the caller to a specified number This is a supervised transfer that is if busy or unanswered the call will follow the settings of the target user or hunt group If the destination field is left blank callers can dial the extension number that they require however no prompts will be played Park and Page The call is parked while the system sends a page to the designated extension or hunt group ...

Page 45: ...nt tab field descriptions on page 46 for more information 4 Click the Actions tab to define the actions available to callers depending on which DTMF key they press Then do the following a To define the auto attendant action when the 0 key is pressed click the row that begins with 0 b Click Edit c In the Action drop down box select the appropriate action d In the Destination drop down box select th...

Page 46: ... to Dial by Number a caller can dial 201 for extension 201 If not selected the key press for the action is not included in any following digits dialed by the caller for extension matching For example if 2 is set in the actions to Dial by Number a caller must dial 2 and then 201 for extension 201 Dial by Name Match Order Default First Name Last Name Determines the name order used for the Dial by Na...

Page 47: ...etected Action Description Centrex Transfer If the auto attendant is being used to answer incoming calls from a Centrex exchange this option can be used to perform a Centrex transfer When select by the caller the IP Office sends a flash hook signal to the exchange using the same line as the incoming call dials the configured destination numbers and then disconnects itself from the call This only a...

Page 48: ...up to a maximum of 5 times Fallback Number The parked call is transferred to this number if it is still unanswered 1 minute after the last page Calls are also transferred to this number if the system cannot park the call for any reason Retry timeout Sets the delay in minutes and seconds between paging repeats The range can be set in 15 second increments The minimum setting is 15 seconds the defaul...

Page 49: ...e new prompt Note To prevent abuse of these default short codes they can be deleted or changed They can also be removed from the system short codes section and rebuilt in the user short codes of a trusted user Alternately disabling the Enabling Local Recording option stops the use of short codes to record the auto attendant greetings Using the Dial feature the short codes can be assigned to a prog...

Page 50: ...can add additional destination sets to use the auto attendant at certain times of day or to use different auto attendants at different times 7 Click OK 8 Select File Save Configuration to save the changes back to the system Related links Auto attendant configuration on page 44 Transferring calls to an auto attendant Normally calls are directed to an auto attendant by an incoming call route However...

Page 51: ...ir extension A blind transfer of the held call to the auto attendant occurs SoftConsole SoftConsole is an application intended for telephone system operators or receptionists It displays details of calls and allows the system operators or receptionists to quickly see the status of the callers required destination and transfer the call Creating a SoftConsole auto attendant speed dial Procedure 1 Cl...

Page 52: ...e a short code for a particular auto attendant has been created callers can be transferred Example In this example dialing 98 connects the user with the auto attendant named Example Field Contains Code 98 Feature Auto Attendant Telephone Number AA Example Line Group Id 0 Related links Transferring calls to an auto attendant on page 50 Transferring calls using short codes on page 52 Transferring ca...

Page 53: ...To create remote access for a hunt group in the left navigation pane click Hunt Group and then select the appropriate hunt group 3 Click the Voicemail tab 4 Ensure that a Voicemail Code has been set Remote access cannot work without a voicemail code 5 In the left navigation pane right click Shortcode and select New 6 Create a short code as in the following example Field Contains Code 99 Feature Vo...

Page 54: ...l Name is used if set otherwise the Name is used Users are excluded from Dial By Name if they Are marked as Ex Directory User User in the IP Office configuration Do not have a recorded mailbox name prompt They can record their own name by dialing 05 after accessing their mailbox The Dial By Name feature assumes that a standard ITU lettered dialing pad is being used How Dial By Name works 1 The cal...

Page 55: ...t Example The customer has a sales group If the group is busy they want to give callers the chance to leave their address details and have someone get in touch later However local laws require them also log that the caller consented to the company having a record of caller s address information 1 In the system configuration they have setup 2 sales groups with the same members a One group is config...

Page 56: ...ake up to 5 minutes before the system begins using a newly uploaded file In all cases if the user records a new name greeting or announcement from the phone the pre recorded file is deleted The source WAV file must have the following properties 8KHz Mono 16 bit PCM Uncompressed Unlike greetings recorded through the embedded voicemail interface you cannot loop pre recorded greetings Related links U...

Page 57: ... must be a directory to which you have normal file access rights Attempting to save to a directory that requires administrator rights such as the IP Office Manager program directory will cause a Conversion Error message to be displayed 5 In the Save Output File window enter a name for the file in the File Name field and click Save This is the name that will be entered into the configuration to use...

Page 58: ...lder on the System SD card Configuring an Auto Attendant to use a greeting file About this task The same greeting file can be used by multiple auto attendants Procedure 1 Open IP Office Manager and receive the IP Office configuration 2 Select the Auto Attendant form and select or create the required auto attendant 3 In the Recording Name field enter the name of the greeting to be used This is the ...

Page 59: ...f the following methods Direct from an incoming call route Using a short code Via an auto attendant Direct from an incoming call route An incoming call route can be configured to enable remote access to a mailbox The option Voicemail can be selected as the Destination and or Night Service Destination of an Incoming Call Route Using a short code A short code can be created that uses the Voicemail C...

Page 60: ... for example 1111 No match to the extension number Note You can set and change though not see mailbox passwords through the system configuration The passwords set there do not need to comply with the password enforcement rules However when the password is changed by the user the password enforcement rules are applied This process sets the voicemail mailbox password rules that the system applies to...

Page 61: ... required user 4 Click the Button Programming tab 5 Click the button line that you want to change 6 Click Edit The Edit Button fields are shown at the bottom of the window 7 Next to the Action field click the button 8 Select Advanced Voicemail to display the list of voicemail features 9 Configure the fields as appropriate See Button Programming tab field descriptions on page 62 for more informatio...

Page 62: ...e phones the DSS key displays VMon Voicemail Ringback Off This option switches new message ringback notification off Voicemail Ringback On This option switches new message ringback notification on When programmed on a DSS key the action toggles so that no separate Voicemail Ringback Off key is required On suitable phones the DSS key displays VMRB Related links Configuring buttons on page 61 Short ...

Page 63: ...lecting or leaving messages The exact action is set by the use of either or in the telephone number For example Main indicates collection of messages in the mailbox called Main Main indicates that a user wants to leave a message in the mailbox called Main Note that the quotation marks are required and the name must match the user or hunt group whose mailbox is being accessed For example Field Cont...

Page 64: ...his short code should be used before removing a memory card from the system For IP Office Release 6 and later systems a memory card shutdown command should be used instead Shutdown Embedded Voicemail Allows the Embedded Voicemail service provided by the System SD card to be disabled The System SD card should be disabled before removing it from the system Although this short code is available the p...

Page 65: ...voicemail mailboxes The details include the number of messages of different types new read and saved in each mailbox Procedure 1 Start System Status and connect to the system If not installed on the PC System Status can be started from the system by browsing to its IP address and selecting System Status 2 From the navigation tree select Voicemail and then Mailboxes Related links Mailbox Maintenanc...

Page 66: ...tem is configured the password required is either the system password or the separate monitor password if set 5 Check that the Control Unit Type is set to IP Office 6 Click OK The Monitor application attempts to connect with the control unit If successful output similar to the following appears SysMonitor v6 0 11031 contact made with 192 168 42 119 at 10 08 25 15 11 2006 System 192 168 42 119 has ...

Page 67: ...events are now shown in the Monitor trace when running These events are all prefixed LVM Related links Mailbox Maintenance on page 65 Monitoring Embedded Voicemail housekeeping About this task Embedded Voicemail performs housekeeping approximately every 5 minutes subject to other system activity You can observe the Embedded Voicemail housekeeping by enabling the House Keeping trace option Procedur...

Page 68: ...sed with caution The DTE interface includes other options that can erase the whole systems software and configuration Procedure 1 Connect to the system using a serial cable 2 Enter AT The system should respond OK 3 Enter AT DEBUG The system will respond with hello 4 Enter ivm help The system will respond by listing the mailbox and message commands These are Choice Option Choice Description ivm mbo...

Page 69: ...Show the current status of SMTP TLS ivm tls set Y N Set the current status for STMP TLS Related links Mailbox Maintenance on page 65 DTE Port Maintenance September 2020 Embedded Voicemail Installation 69 Comments on this document infodev avaya com ...

Page 70: ... access 40 I Incoming calls Routing 49 IP Office Configuring 16 L Languages Supported 9 M Mailbox access 20 Message Waiting Indication 20 31 39 Configuring 32 40 Monitoring Embedded VoiceMail 66 Monitoring Embedded Voicemail housekeeping 67 O Overview Embedded Voicemail 8 P Password rules 60 Programmed Buttons 50 Prompts Recording 49 Upgrading 14 R Recording Prompts 49 Reloading language prompts 1...

Page 71: ...uration 20 Using an auto attendant to access voicemail 53 V Viewing Files 65 Viewing Mailboxes 65 Visual Voice Configuring Button 34 Configuring MESSAGES Button 34 Voicemail Email 20 Voicemail reception 20 Index September 2020 Embedded Voicemail Installation 71 Comments on this document infodev avaya com ...

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