IP Office Voicemail Pro Installation EN-S Issue 01b - (20 June 2011)
© 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.
Contents Contents 5.6 Voicemail Channel ..................................................................... Reservations 89 1. Voicemail Pro 6.1 General ..................................................................... 93 6.2 Directories ..................................................................... 95 6.3 Email ..................................................................... 96 6.3.1 MAPI ............................................................................ 96 6.3.2 SMTP ......
Chapter 1.
Voicemail Pro: 1. Voicemail Pro The Voicemail Pro service uses a number of components. The diagram illustrates a Voicemail Pro system with some of the setup options. · IP Office Telephone System The Voicemail Pro licenses 10 are entered into the configuration of the IP Office telephone system. The licenses are required to activate Voicemail Pro and some specific voicemail features. An unlicensed Voicemail Pro service will run for two hours to allow demonstration and testing.
· ContactStore Server In addition to taking voicemail messages, the Voicemail Pro can be used for automatic and manual call recording. These recordings are normally stored in the voicemail servers mailboxes. ContactStore for IP Office is an additional licensed application to which recordings can be transferred for long term storage. ContactStore supports archiving to DVD, access by web browser and searching based on call details.
Voicemail Pro: 1.1 Supported Languages By default the prompts installed match the installer language selection plus English. If other languages are required they need to be selected by doing a custom installation. The installable Voicemail Pro prompts are listed in the table below. The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language. Language WAV Folder Fallback Selection Brazilian Portuguese ptb > pt > en.
1.2 Licenses Voicemail Pro is a licensed application. The license keys are entered into the configuration of the IP Office system using the IP Office Manager. If the Voicemail Pro server is installed without licenses, it will run for 2 hours and then shutdown. When connected to a Voicemail Pro server using the Voicemail Pro client, the client's Help | About screen can be used to check the details of which IP Office system the voicemail server is working and the licenses it has received from that IP Office.
Voicemail Pro: Licenses Legacy Licenses The following legacy licenses are still supported by IP Office Release 6. UMS Web Services This legacy license is used to enable UMS voicemail services support for users set to the Basic User profile. Other users are enabled for UMS through their licensed user profile. · VMPro Database Interface : This legacy license enables 3rd party database support within Voicemail Pro call flows. For IP Office Release 6 this is also enabled by the Advanced Edition license.
Chapter 2.
2. Windows Server Installation This section covers the installation of the Voicemail Pro server onto a Windows server PC. Voicemail Pro 7.0 can be installed with the following IP Office systems running IP Office Release 7.0 software: · IP Office 500 · IP Office 500v2 2.1 General Installation Requirements Here is a list of general requirements for all types of voicemail installation. · A PC with IP Office Manager and Microsoft .NET Framework versions 2.0 installed on it. If .NET 2.
Windows Server Installation: General Installation Requirements 2.1.1 PC Specification The PC specifications given below are the minimum required. To avoid having to replace the server when upgrading we recommend that at least a Pentium 4 2.8GHz or higher is used wherever possible. This application requires various licenses entered into the IP Office configuration to control the features it offers and the number of simultaneous connections 11 , up to 40 on IP Office 5.0+ IP500 control units.
Basic Voicemail Pro Minimum PC Requirements Operating System Support RAM 256MB Server OS: Hard Disk Free Space 2GB* 2003 Server Processor: Service Client Service Client 2008 Server - Pentium P4 1.4GHz Client OS: - Celeron Any 1.7GHz XP Professional - AMD Any 1.4GHz. Vista *Also allow 1MB per minute for message and prompt storage.
Windows Server Installation: General Installation Requirements Ports The Voicemail Pro service uses the following ports. Port Number Type Description 25 TCP Used to listen for SMTP connections. 37 UDP Used to receive time requests (RFC 868). 143 TCP Used to service IMAP4 requests. 50791 UDP Used to receive requests from IP Office PBX. TCP Used to receive requests fromone-X Portal for IP Office. TCP Used to receive connections from Voicemail Pro client.
2.1.2 Virtual Server Support Operation of IP Office server applications, including Voicemail Pro, is supported using the following virtual servers. · VMWare Server. · Microsoft Virtual Server 2005 R2. · Microsoft Server Hyper-V. 2.1.3 Single Server Support The following scenarios are supported for combining IP Office server applications onto a single Windows server PC. In all cases, the individual requirements of each application as if installed on a separate server are still applicable.
Windows Server Installation: General Installation Requirements 2.1.4 Network Requirements The PC should be configured and tested for TCP/IP networking. We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN switch. If directly connected, changing the settings of the PC network card to match the IP Office control unit can resolve some issues. This should be done according to the PC or network card manufacturer's instructions.
2.1.5 Disk Space Requirements The following are only approximations: · At least 2GB of free disk space is required on the operating system drive (by default c:), regardless of to which drive Voicemail Pro is actually installed. · A compact Voicemail Pro installation requires 130MB. · A typical installation requires approximately 255MB. · A custom installation requires up to 2GB of disk space. However, prompts and recorded messages consume an additional 1MB of disk space per minute.
Windows Server Installation: General Installation Requirements 2.2 Server/Client Installation The Voicemail Pro installation software for Windows offers a number of different types of installation. The key types are client only, compact, typical and custom. These differ in the components installed as detailed in the table below.
To install the Voicemail Pro software components: 1. Insert the IP Office Applications DVD. Click on the link for Voicemail Pro and then double-click on setup.exe. 2. The Choose Setup Language menu is displayed. This language is used for the installation process and does not affect the language prompts that are installed. 3. Select the language for the installation process. Click OK. 4. The Preparing Installation menu is displayed. · Voicemail Pro requires Microsoft .NET 2.0 Framework.
Windows Server Installation: Server/Client Installation 5. To enforce server authentication, check the Server Requires Authentication box. This is optional. If you check it you also need to provide the Account Name and Password that need to be entered. You can also choose whether or not to set the Use Challenge Response Authentication option. 6. Click Finish. An attempt is made to validate the email settings. An error message is displayed when the attempt to connect with an SMTP server fails.
2.2.1 Modifying the Installed Components 1. Start the Windows Control Panel. 2. Select Add and Remove Programs. 3. Select IP Office Voicemail Pro from the list of installed applications. 4. Click on Change. 5. Select Modify and click Next. 6. The Select Features menu is displayed. The existing installed components are indicated by a tick mark. 7. Select the additional components required for the installation. 8. Not that de-selecting a component will cause it to be uninstalled. 9. Click Next. 10.
Windows Server Installation: Server/Client Installation 2.2.2 Web Campaigns Installation The web campaigns component of Voicemail Pro requires IIS to be installed and running on the server PC. 1. Check that IIS is installed and running on the server PC. · Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default. This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support during the installation. 2.
2.2.3 The Voicemail Pro Services If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically. However it is useful know how to check the services and to manually restart them if necessary. To check/restart the Voicemail Pro Service: 1. Open the Windows Control Panel. 2. Select Administrative Tools > Services. 3. The Voicemail Pro Service should be visible.
Windows Server Installation: Server/Client Installation Using a Batch File to Start Services In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order. In this circumstance, it can be advisable to create a batch file which will delay the start of these services until the PC is fully running. Avaya IP Office Services can be started successfully at system start-up using a scheduled task that initiates the batch file below.
2.3 Upgrading This section describes how to upgrade Voicemail Pro. The options available are: · Upgrading from Voicemail Lite 30 · Upgrading from below Voicemail Pro 3.2 · Upgrade from 3.2 or higher 28 29 2.3.1 Upgrade from below version 3.2 It is important that the settings of an existing Voicemail Pro are exported before any upgrade. Although folders that contain prompts and messages are not affected by the upgrade process, the editable version of a customer call flow is lost.
Windows Server Installation: Upgrading 6.Restore the Database The copy of the call flow database that contained any customizations made to the default call flow needs to be restored. 1. Start Voicemail Pro. 2. From the File menu, select Import or Export. The Import or Export Call Flows window opens. 3. Select Import Call Flows. 4. Click Next. 5. Click the Browse button and locate the file that contains the backed up call flows. 6. Select the file and click Open. 7.
2.3.3 Upgrade to Voicemail Pro You can upgrade from Voicemail Lite to Voicemail Pro. The process described here assumes that Voicemail Pro is being installed onto the same PC that previously hosted Voicemail Lite. The steps described here will remove Voicemail Lite but will not remove the existing mailbox messages and greetings. To upgrade from Voicemail Lite to Voicemail Pro: 1.Remove Voicemail Lite 1. Make sure that Voicemail Lite is not running.
Windows Server Installation: Upgrading 2.4 UMS Web Services Voicemail Pro 4.2+ adds support for user mailboxes to be accessed using the additional methods listed below. For Voicemail Pro 5.0+ this has been expanded to include hunt group mailboxes. · IMAP Email Client Support This method allows mailbox access using any email client that supports IMAP, for example Outlook and Lotus Notes. The Voicemail Pro server PC acts as the IMAP server.
2.4.1 IMAP Installation Voicemail Pro 4.2+ support mailbox synchronization with email clients that can support IMAP (Internet Message Access Protocol) accounts. Examples are Outlook, Outlook Express and Lotus Notes. Once configured, the IMAP folder and the mailbox are synchronized whenever the IMAP folder is opened. The method of indication of the different message types will depend on the email client being used and is not controlled by the Voicemail Pro.
Windows Server Installation: UMS Web Services Installing the Voicemail Pro IMAP Server The IMAP server is installed as a standard part of the Voicemail Pro service installation. It uses the IP address of the Voicemail Pro server PC and runs on the standard IMAP port 143. The only special consideration is to avoid having any other IMAP server running on the same PC.
Configuring a User Email account The exact method of configuration of an IMAP account depends on the IMAP client being used by the user. For example it may be necessary to enable some field with dummy data in order for the email client to accept the account even though those settings are not used by the Voicemail Pro IMAP server. The general details that are required are: IMAP Account Setting IP Office Value Incoming Server Voicemail Pro server IP address or domain name address.
Windows Server Installation: UMS Web Services 2.4.2 Web Voicemail Installation Voicemail Pro 4.2+ support web access to user mailboxes. Users are then able to play their messages, mark them as saved or deleted, or forward messages to another mailbox. Playback is through an IP Office extension or through the audio facilities of the PC. Web Voicemail Installation Requirements The Web Voicemail component is selectable as part of a custom Voicemail Pro installation.
User and Browser Requirements For users to access Web Voicemail they require a web browser that meets the following requirements: · o Javascript Enabled Web Browser Web Voicemail is tested against the following browsers. Other browser may work so long as they support JavaScript and CSS. · Internet Explorer V6 SP1 or higher. · Internet Explorer V7 or higher. · Mozilla Firefox V2.0.0.2 or higher. · Opera V9.10 or higher.
Windows Server Installation: UMS Web Services 5. In the Licenses section check that the License Status of the licenses is now shown as Valid. 6. Start the Voicemail Pro client 7. Select Help | About. 8. The screen should list the Web Services as Started and should show the number of UMS licenses. Configure Users for UMS 1. Start IP Office Manager. 2. Receive the configuration from the IP Office system hosting the user. 3. Select User and then select the required user. 4.
Playback Control UMS message playback through the web browser is tested and supported with the Windows Media Player. It may work with other audio playback controls but will not have been tested. The following methods can be used to check that the audio playback is associated with the Windows Media Player. Firefox 1. Select Tools | Options | Applications or Tools | Options | Content | File Types | Manage. 2. In the search box enter x-mplayer2. 3.
Windows Server Installation: UMS Web Services 2. Select Downloads and use the search box to find x-mplayer2. 3. Check that the setting is set to Use plug-in and Windows Media Player Plug-In Dynamic Link Library. Internet Explorer 1. Internet Explorer uses the application associated with the wav file type for Windows. 2. Select My Computer. 3. Select Tools | Folder Options. 4. Select File Types.
5. Locate and select the WAV extension type. 6. Check that the details show Windows Media Player as the selected application for this file type.
Windows Server Installation: UMS Web Services 2.4.3 Exchange 2007 Installation A UMS user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account. They can then access their voicemail messages using Outlook 2007 and playback those messages on their PC. Alternatively any other mechanisms supported by Exchange 2007 Unified Messaging can be used. Access to the messages from an IP Office telephone is still supported, including Visual Voice.
Exchange Server 2007 Unified Messaging Configuration This is a simple overview of the minimum steps required. For full details refer to the Microsoft documentation. In order to support UMS Exchange Server 2007 operation, the Exchange Sever must be configured to include the Unified Messaging Server Role. 1. From the Windows Control Panel, select Program and Features. 2. Select Microsoft Exchange Server 2007 and click Change. 3. The wizard for changing Exchange Server setup is started. Click Next. 4.
Windows Server Installation: UMS Web Services Having enabled the Unified Messaging role on the Exchange Server, the role can be configured and enabled for the mailboxes. 1. Select Start | Programs | Microsoft Exchange Server 2007 | Exchange Server Management Console. 2. Expand the Server Configuration list. The Unified Messaging role should appear in the list. 3. You need to create a Unified Messaging dial plan. a. Expand the Organization Configuration and select Unified Messaging. b.
a. Expand the Recipient Configuration section and select Mailbox. b. Right click on the configuration settings used for general mailbox users and select Enable Unified Messaging.... c. The wizard for the mailbox Unified Messaging settings is started. d. For the Unified Messaging Mailbox Policy click on Browse... and select the previously created dial plan.
Windows Server Installation: UMS Web Services e. Select Automatically generate PIN to access Outlook Voice Access. Click Next. f. Select Manually entered mailbox extension. Enter a number that matches the digit length that was specified in the UM Dial Plan previously created. The actual number entered does not need to match an IP Office extension, only the length is important. Select Next. g. Select Enable and then Finish.
2.5 Voicemail Email Voicemail Email allows the voicemail server to provide a number of email functions: · Forward a Message to Email If the voicemail server is set to IP Office mailbox mode, mailbox users are able to manually forward an voicemail message to their email. · Automatic New Voicemail Messages For all mailbox modes, users can use voicemail email to automatically have a message sent to their email whenever they receive a new voicemail message.
Windows Server Installation: Voicemail Email 2.5.1 SMTP Setup To configure the server SMTP email settings: 1. Start the Voicemail Pro Client. 2. Click Preferences and select General. 3. Click the Email tab. 4. Ensure that there are no settings on the MAPI sub tab. 5. Enter the SMTP settings on the SMTP Sender sending SMTP emails. · Logging If selected, SMTP logging Voicemail Pro Installation IP Office 128 96 sub tab.
· Servers This section is used to enter details of the SMTP server or servers to which the voicemail server send its messages.
Windows Server Installation: Voicemail Email To add a server, click on the . icon. To edit the server, click on the icon. To delete a server entry, click on . · Mail Domain This field is used differently depending on whether it is the first entry in the list or not: · For the first server entry in the list: This is the default outgoing email settings.
2.5.2 MAPI Setup 2.5.2.1 Domain Member Before you start to install the Voicemail Pro software, you must: 1. Create a Voicemail Domain Account 2. Configure Outlook for Internet Mail 50 56 . . You are then ready to install Voicemail Pro for MAPI Voicemail Email as a Domain Member. This involves the following key stages: 1. Install the Voicemail Pro Software 2. Switch Voicemail Pro to MAPI 52 52 . . 2.5.2.1.1 Creating a Voicemail Domain Account 1.
Windows Server Installation: Voicemail Email 2.5.2.1.2 Configuring Outlook for VoiceMail Email 1. On the desktop, right-click the Outlook icon and select Properties. 2. On the General tab, select Add. 3. a. Select Microsoft Exchange Server. b. Click Next. c. In the Server field, enter the name of the Exchange Server. d. In the Mailbox field, enter Voicemail. e. Click Next. f. When you are asked if you travel with this computer, select No. g. Click Next. h. Click Finish.
2.5.2.1.3 Installing the VoiceMail Pro Software 1. Log off and log back on using the Voicemail account and password. 2. Install the required Voicemail Pro software. 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 log on using the Voicemail account. 5. When SMTP email details are requested, enter no values and ignore the error message following the SMTP check. 6.
Windows Server Installation: Voicemail Email 6. Click Save and Make Live.
2.5.2.2 Work Group Member Before you start to install the Voicemail Pro software, you must: 1. Create a Voicemail User Account 2. Configure Outlook Express for Internet Mail 3. Configure Outlook for Voicemail Email 4. Configure Outlook for Exchange Server 54 . 51 55 . . 57 . The user name and password created are requested as part of the installation of the Voicemail Pro service. The process described here assumes that Outlook is installed but has not been previously used or configured.
Windows Server Installation: Voicemail Email 2.5.2.2.3 Configuring Outlook Express for Internet Mail To configure Outlook Express for Internet Mail 1. Click the Outlook Express icon to start the Configuration wizard. 2. In the Display name box enter Voicemail. 3. Click Next. 4. Select I already have an e-mail address that I'd like to use and enter the address in E-mail address, eg. voicemail@example.com. Click Next. 5.
2.5.2.2.4 Configuring Outlook for Internet Mail For the installation of Outlook to work correctly, the following setup process must be followed. Outlook can be configured in two ways. Using the Wizard, prior to completing the steps below will cause Outlook not to send the messages correctly. To configure Outlook for Internet Mail: 1. Right-click the Outlook icon on the desktop and select Properties. 2. Select Add. 3. Select Internet Email and click OK. 4. For the Mail Account, enter Voicemail. 5.
Windows Server Installation: Voicemail Email 2.5.2.2.5 Configuring Outlook for Exchange Server This option may be configured if Outlook is to be configured to connect to the Exchange Server, using a valid user name and password, while the Voicemail PC remains a member of a work group. To configure Outlook for Exchange Server: 1. Create a new mailbox on the Exchange Server, for example Voicemail, and assign it the same password as has been configured on the voicemail PC. 2.
· Enable MAPI Selecting this option will switch the voicemail server to using MAPI for its email options rather than SMTP. · Profile This is used to select the MAPI email account the voicemail server should use to provide visibility to the email account mailboxes for which it requires access. The profile must exist within the MAPI email client on the server PC and must be useable by the Windows account under which the Voicemail Pro service is running. 5. Click OK. 6. Click Save and Make Live.
Windows Server Installation: Voicemail Email 2.5.2.2.8 Changing SMTP Email Account Settings To change SMTP Email Account Settings: 1. Open the Windows Control Panel. 2. Select 3. Select the SMTP Email Settings tab. 4. Enter the settings to match the customer's email server and the email account configured on that server for the Voicemail Pro service. 5. Click the Email Settings tab. 6. Enter the email address for the account setup on the customer's email server for the Voicemail Pro service. 7.
2.5.3 Voicemail Email Operation 2.5.3.1 User and Group Configuration The email address for each user and hunt group is set through the IP Office configuration. · Voicemail Email: Default = Blank (No voicemail email features) This field is used to set the user or group email address used by the voicemail server for voicemail email operation. When an address is entered, the additional Voicemail Email control below are selectable to configure the type of voicemail email service that should be provided.
Windows Server Installation: Voicemail Email · Forward If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, that message is attached to an email and sent to the email address. No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication. As with Copy, their is no mailbox synchronization between the email and voicemail mailboxes. Users can also select this mode by dialing *01 from their extension.
2.5.3.3 The Voicemail Pro Email Action The eMail action in Voicemail Pro can be used to send messages via email in response to caller actions in the voicemail call flow. The action can also attach a wav file. In the example above, the eMail action follows a Voice Question action. The $ in the eMail action's Attach file to email field instructs it to use the file recorded by the preceding Voice Question action. The same method can be used with a Leave Mail action.
Windows Server Installation: Voicemail Email 2.6 Text to Speech (TTS) Installation The Voicemail Pro server is able to use Text to Speech (TTS) in the following ways: · Speak text in call flows using the including database actions. Speak Text action. The text can include variables passed from other actions · When installed in parallel with Voicemail Email mailbox users.
2.6.1 Installing Generic Text to Speech To install Text to Speech: 1. Install and test Voicemail Pro as normal. 2. Using IP Office Manager, add the Advanced Edition or VMPro TTS (Generic) license into the IP Office configuration. Send the new configuration to the IP Office system. 3. Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid. 4.
Windows Server Installation: Text to Speech (TTS) Installation 2. On the User tab, set the user's Profile to either Mobile User or Power User. 3. On the Voicemail tab · Voicemail Email Enter the user's email address. · Voicemail Email Reading Enable this option for TTS email reading.
2.7 Troubleshooting 2.7.1 Checking the Voicemail Pro Service If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically. However it is useful know how to check the services and to manually restart them if necessary. To check/restart the Voicemail Pro Service: 1. Open the Windows Control Panel. 2. Select Administrative Tools > Services. 3. The Voicemail Pro Service should be visible.
Windows Server Installation: Troubleshooting Using a Batch File to Start Services In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order. In this circumstance, it can be advisable to create a batch file which will delay the start of these services until the PC is fully running. Avaya IP Office Services can be started successfully at system start-up using a scheduled task that initiates the batch file below.
2.7.2 Voicemail Pro User Log User authentication failures are logged in the event viewer, under VMPro User Log. The following details are logged: · UserID · Tool name · IP address of the Client trying to log in. To view the log details: 1. From the Control Panel, select Administrative Tools > Computer Management. The Computer Management window opens. 2. In the System Tool directory, view the Event Viewer. 3. Click VMPro User Log to view the details.
Windows Server Installation: Troubleshooting 2.7.3 Tracing in Debug Many applications, including Voicemail Pro, output activity messages that are viewable in Debug View (DbgView). This application can be downloaded from http://marketingtools.avaya.com/knowledgebase/tools/debug. Installation 1. Download the zip file. 2. Unpack the files into a folder such as c:\debug on the server PC. 3. Run DbgView.exe. 4. Events are shown in the DbgView window. These can be logged to a file if required.
Filtering 1. Select View | Debug Filters. 2. Select the module for which you want to increase/decrease reporting. 3. In the right hand panel adjust the level of reporting. 4. Close the Configure Debug Filters window. 2.7.4 The Voicemail Console The voicemail console mode (that is running as the voicemail service in Interact with desktop mode) is no longer used. Running services in this mode is not supported by Microsoft on Vista or Server 2008.
Chapter 3.
3. Linux Server Installation A Voicemail Pro server is one of the applications that can be selected for installation as part of the IP Office Application Server installation. That process is covered separately in the IP Office Application Server documentation. · The license requirements Windows based server. 10 on the IP Office system for supported voicemail features are the same as for a · Configuration of the IP Office configuration Windows or Linux based.
Chapter 4.
4. Using the Voicemail Pro Client The Voicemail Pro client is used to administer the Voicemail Pro server. This section covers only the basic operation of the Voicemail Pro client to connect to a Voicemail Pro server. Full details of administration using the client are covered in the "IP Office Voicemail Pro Administration" manual.
Using the Voicemail Pro Client: 4.1 Logging in to the Server If you start the Voicemail Pro client on the same computer as the voicemail server, it will assume that you wish to manager the server and will automatically load its settings. You will have full access to all the servers settings, you do not need to login with an administrator account name and password.
· Alternatively click on Browse to search the local network for a server and select a server from the results. 3. If connection to a remote server, the following menu may appear. If you select Download, any existing call flow you may have loaded in the client will be overwritten. For more details see Callflow Download 77 . 4. If this is the first time that the voicemail server has been logged into, you should first change the default remote access account.
Using the Voicemail Pro Client: Logging in to the Server 4.2 Confirm Call Flow Download Window When you connect to a server across a LAN or WAN to view or modify the call flow on the server, a check is made to see if the call flow that is stored locally on the client is the same.
4.4 Saving Changes and Making them Live The call flow settings shown and edited using the Voicemail Pro client are stored in a database file (Vmdata.mdb) on the voicemail server. However, when edited, the changes are not automatically applied to the operation of the voicemail server. Instead the database file must be converted to a separate file (Root.vmp), that being the file that is used by the voicemail server for its current operation. To Save the Configuration and Make It Live 1.
Chapter 5.
5. IP Office Configuration The default IP Office configuration settings allow almost immediate voicemail operation as soon as a voicemail server is running on the LAN. Those default settings are: · Voicemail running on a PC accessible by the IP Office using a broadcast address of 255.255.255.255. · Voicemail on for each user and hunt group on. · No Voicemail Code set for any mailboxes. Until a code is entered for a mailbox, it can only be accessed from the user's own extension.
IP Office Configuration: 5.1 User and Group Mailboxes The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application. Whenever the Voicemail Pro is restarted or the IP Office configuration is changed, new mailboxes are created for any new names that are found.
5.2 System Settings The IP Office can work with several different types of voicemail server. Therefore it is important to check that it is configured for operation with Voicemail Pro. 1. In IP Office Manager, select System. 2. Click the Voicemail tab. · Voicemail Type Specifies the type of voicemail system the IP Office is configured to work with. Unless detailed otherwise, the option Voicemail Lite/Pro should be used with Voicemail Pro server.
IP Office Configuration: System Settings · Voicemail Channel Reservation For calls going to voicemail from the IP Office, the IP Office can restrict how many sessions of various types are active at the same time. See Voicemail Channel Reservation 89 . · DTMF Breakout (IP Office 5.0) Previous breakout numbers for a user mailbox were set through the user voicemail settings 84 . IP Office 5.0+ allows system defaults to be set. These are then applied to all user mailboxes unless the users own settings differ.
5.3 User Voicemail Settings Voicemail can be configured for each individual user in IP Office Manager. 1. Open IP Office Manager. 2. In the Navigation pane, click User and select the individual user. 3. Select the Voicemail tab. · Voicemail Code / Confirm Voicemail Code These fields are used to set or change the user's mailbox passcode. · If the voicemail server is set to Intuity Emulation mode, mailbox users are asked to set a voicemail code the first time that they access the mailbox.
IP Office Configuration: User Voicemail Settings · Off If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension. · Copy If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, a copy of the message is attached to an email and sent to the email address. There is no mailbox synchronization between the email and voicemail mailboxes.
5.4 User Source Numbers The Source numbers can be changed for individual users in IP Office Manager. The Source Numbers tab gives a list of Dial In Source Numbers. Several of these numbers can relate to voicemail operation. The source number settings that can be used for Voicemail Pro are: · V = Voicemail Trusted Source Access. Strings prefixed with a v indicate numbers from which access to the user's mailbox is allowed without requiring entry of the mailbox's voicemail code.
IP Office Configuration: User Source Numbers 5.5 Hunt Group Settings Voicemail can be configured for each hunt group on the IP Office system. This section looks at the basic voicemail settings. Voicemail Answer Time For IP Office 4.0+, the condition under which calls targeted to a hunt group go to voicemail has been changed to a timeout. For calls waiting to be answered, once this timeout expires the call is redirected to voicemail regardless of where it is in the hunt group. Hunt Group Settings 1.
· Users can change their voicemail email mode using visual voice. If the voicemail server is set to IP Office mode, user can also change their voicemail email mode through the telephone prompts. The ability to change the voicemail email mode can also be provided in a call flow using a Personal Options Menu action or a Generic action. · If the voicemail server is set to IP Office mode, users can manually forward a message to email.
IP Office Configuration: Hunt Group Settings 5.6 Voicemail Channel Reservations By default inbound calls routed from IP Office to voicemail are able to use any available voicemail channels, up to the limit of the number of licensed channels 11 , regardless of how many calls of the same type are already in progress. However, if required, channels can be reserved for different types of inbound calls to the voicemail server.
To view the utilization of voicemail channels: 1. Open the System Status Application. 2. Click Resources. The System Resources summary is displayed. The following details are displayed: · The number of voicemail channels available. · The number of channels in use. · Congestion information Channel Restrictions · The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make. These limits are separate for each of the call types.
Chapter 6.
6. System Preferences A range of voicemail server settings can be set through the Voicemail Pro client. To change the Voicemail Pro Preferences icon and then choose General or VPNM. Alternatively, from the Administration menu, 1. Click the Preferences select Preferences and then choose General or VPNM. 2. Select the System Preferences tab required. · General 93 General voicemail server settings. · Directories 95 Set the folder paths for different file locations.
System Preferences: 6.1 General Although the default IP Office configuration settings allow voicemail to start operating almost immediately, as soon as a voicemail server is running on the LAN, there are some general system preferences that you can set or change. To set up general system preferences: 1. Display the main Voicemail Pro window. 2. From the Administration menu, select Preferences > General. · Debug Level Set the level of information that the server should output for logging if required.
· Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number. As the system administrator, you still need to set a system fax number to enable mailbox owners to override it with their preferred personal fax number. Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to the mailbox owner's personal fax number, if one has been set. For information mailbox owners should read the Intuity Mailbox User Guide.
System Preferences: General 6.2 Directories When Voicemail Pro is installed some default folder locations are used. You can change these if required. To set the location of Voicemail system folders: 1. Display the main Voicemail Pro window. 2. From the Administration menu, select Preferences > General. 3. Click the Directories tab. · Voicemail Server Directory The path to the folder where the voicemail server program is to be stored. This is the folder where the file Root.
6.3 Email The Email tab is used to configure which email mode the voicemail server should use and the settings for that mode. 6.3.1 MAPI This form is used to configure MAPI settings for use by the voicemail server. Not supported for use with a Linux based server. · Enable MAPI Selecting this option will switch the voicemail server to using MAPI for its email options rather than SMTP.
System Preferences: Email In the example below, the first entry is being used for messages to other voicemail servers. Its own address is used as both the domain and server settings. The next entry is used for other emails that use the customer's general email domain address with the server set to the customers email server. A third entry has been added to send some emails generated by Email Actions in call flows direct to an external email service.
SMTP Sender Settings · Logging If selected, SMTP logging 128 by the server is enabled. · Servers This section is used to enter details of the SMTP server or servers to which the voicemail server send its messages.
System Preferences: Email To add a server, click on the . icon. To edit the server, click on the icon. To delete a server entry, click on . · Mail Domain This field is used differently depending on whether it is the first entry in the list or not: · For the first server entry in the list: This is the default outgoing email settings. It also sets the mail destination domain on which the voicemail server filters incoming messages (see below) and so is repeated on the SMTP Receiver 100 tab.
6.3.3 SMTP Receiver This tab is used to set where the voicemail server checks for incoming SMTP messages. The SMTP Receiver setting can be set to either Internal or External. · Internal 100 Use this option for voicemail servers running on the IP Office Application Server server. · External 101 Use this option when the voicemail server is on a server where is co-exists with a third-party SMTP application, for example an IIS server with SMTP enabled.
System Preferences: Email External The External setting should be used when the voicemail server should check the mail drop folder on a local SMTP server for SMTP email messages. For example, when there is an IIS server with SMTP enabled on the same server PC as the Voicemail Pro server.
6.4 Housekeeping This tab is used to set the Voicemail Pro server settings for automatically deleting messages and for the default playback order of messages. For Voicemail Pro 6.0+ it is also used to access options for backing up and restoring voicemail messages and settings. The voicemail servers housekeeping settings can be used to configure how long messages and recording are retained before the server will automatically delete them. The playback order for different types of messages can also be set.
System Preferences: Housekeeping · Deleted Messages This status is used for messages that have been marked as deleted through mailbox access. 5. Click OK. 6. Click Save and Make Live and select Yes.
6.5 SNMP Alarm The IP Office system can be configured to send alarms. These alarms can be sent from the IP Office using SNMP, SMTP email or Syslog alarm formats. This tab is used to sets the levels at which the voicemail server will indicate to the IP Office to send an alarm. To set up disk space and recording time alarms: 1. Display the main Voicemail Pro window. 2. From the Administration menu, select Preferences > General. 3. Click the SNMP Alarm tab. 4.
System Preferences: SNMP Alarm 6.6 Outcalling The outcalling preferences in Voicemail Pro are defaults for global operation. Mailbox owners can configure their own outcalling options from their telephone, for example, create their own time profile. Details on how users can configure outcalling are found in the Intuity Mailbox User Guide. A timeout value can also be set by a user. This is how long outcalling will attempt to call a number before giving up. To set the global outcalling preferences: 1.
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System Preferences: Outcalling 6.7 VPNM This set of preferences is used to add a list of the remote VPNM servers and mailbox users on those servers. · ! These features are not supported on a Linux based Voicemail Pro server. To open the VPN window: 1. Start the Voicemail Pro Client. 2. From the Administration menu, select Preferences > VPNM. The VPNM window opens. To add a VPNM server: 1. In the VPNM Server(s) section, click Add. 2.
To add a user to VPNM server: 1. In the Users for VPNM Server(s) section, click Add. The Adding a new user window opens. 2. Enter details for the user. All of these details MUST be completed before the user can be added. 3. · Select the VPIM server from the listing. · Enter the user's full name. The user's full name is used by the local Voicemail Pro's dial by name feature. · Enter the user's extension.
System Preferences: VPNM To add a group of users: 1. (Optional) Check the option Enable WildCard. When this option is selected you can use the question mark symbol (?) to represent any number. 2. In the Users for VPNM Server(s) section, click Add Range. The Adding a range of users window opens. 3. Enter details for the users. All of these details MUST be completed before the users can be added. 4. · Select the VPNM server to which you want to add the users.
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Chapter 7.
7. Centralized Voicemail Pro A Small Community Network (SCN) consists of several IP Office telephone systems. These are connected using H323 Lines where the Supplementary Services settings of the lines has been set to IP Office SCN. For details refer to the IP Office Manager documentation.
Centralized Voicemail Pro: 7.1 Centralized Voicemail Within a Small Community Network, a single Voicemail Pro server can be used to provide voicemail features for all the IP Offices in the SCN. One IP Office is configured for operation with the Voicemail Pro server as normal, including the license for voicemail operation and the features required. This IP Office is then regarded as the central IP Office for voicemail.
7.2 Fallback IP Office Control IP Office Release 5.0+ supports a number of fallback features for Small Community Networks. In conjunction with Voicemail Pro 5.0+, fallback can include one of the IP Offices assuming control of the voicemail server should the central IP Office become unavailable on the network. Normal Operation During normal operation, voicemail services for the Small Community Network are provided by the central IP Office communicating with the voicemail server.
Centralized Voicemail Pro: Fallback IP Office Control 7.3 Backup Voicemail Server Operation For IP Office Release 6.0, the central IP Office hosting the Voicemail Pro server can be configured with the IP address of a backup voicemail server. If the central voicemail server becomes unavailable to the network, the backup server will be used to provide voicemail services. This option requires the voicemail servers to be running Voicemail Pro 6.0 or higher.
Configuring Backup Server Operation 1. The Voicemail Pro server software is installed as normal on the backup server PC. The voicemail server is not specifically configured as being a backup server. 2. The central IP Office hosting the primary voicemail server is configured with the IP addresses of both the primary voicemail server and the backup voicemail server. 3. The other IP Offices are configured for centralized or distributed voicemail as normal.
Centralized Voicemail Pro: Backup Voicemail Server Operation 7.4 Distributed Voicemail Servers For IP Office Release 6.0, remote IP Offices in the Small Community Network can be associated with another voicemail server in addition to the centralized voicemail server. The additional distributed server then provides all voicemail services (except message storage and collection) for that IP Office. This requires the remote IP Office to have licenses for voicemail operation and the features it requires.
Summary of IP Office Configuration Settings for Distributed Voicemail Severs IP Office Settings Central IP Office Other IP Offices IP Office with Distributed Server Voicemail Type Voicemail Pro Centralized Voicemail Distributed Voicemail Voicemail IP Address Set to the central voicemail server PC's IP address. Not used. Set to the distributed voicemail server PC's IP address. Voicemail Destination Not used.
Centralized Voicemail Pro: Distributed Voicemail Servers 7.5 Combined Options The various centralized voicemail options (standard, fallback, backup and distributed) can be used within the same Small Community Network. · An IP Office using a distributed voicemail cannot be used as the fallback IP Office for the central IP Office. · A distributed voicemail server cannot also be used as the backup voicemail server.
Example: Combined Fallback Control and Backup Server Operation In the example below the fallback IP Office control 114 and backup voicemail server 115 peration can be combined. · Central IP Office Unavailable If the central IP Office becomes unavailable on the network, the fallback IP Office assumes control of voicemail services using the centralized voicemail server.
Centralized Voicemail Pro: Combined Options 7.6 Installation Notes SMTP Configuration Both the distributed voicemail and backup voicemail scenarios use the same mechanism for the information exchange between the servers. That mechanism uses SMTP emails between the IIS on each of the voicemail servers. Note that this means a server with Microsoft Exchange installed (such as a SBS server) cannot be used as Exchange replaces the IIS SMTP service.
· For a Windows based voicemail server, these emails will be received on port 25 by IIS and will be placed in its mail drop folder. To obtain the name, right-click on My Computer and select Properties . The Computer Name tab shows the information that should be used as Full computer name. The name must be used, IP addresses are not used. 5. Select the SMTP Receiver 100 sub tab.
Centralized Voicemail Pro: Installation Notes 4. DNS Host Routing (Optional) SMTP operation uses fully qualified domain names that need to be resolved to IP addresses by the network's DNS server. To guarantee name resolution, the hosts files on each server can be used. Note however that if this method is used, any changes to IP addresses of servers will need to be reflected in the file update. Locate the file C: \Windows\System32\drivers\etc\hosts and open it in a text editor such as WordPad.
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Centralized Voicemail Pro: Installation Notes Check the Server Connections 1. Check Connection to the Central Server In the following tests, remember to use the fully qualified domain name of each server. a. Ping Test Make a ping from the server to the central server, for example ping vmpro1.example.com. You should see a series of 4 successful replies from the sever. b. Telnet Test Make a telnet test from the server to the central server, for example telnet vmpro1.example.com 25.
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Chapter 8.
8. SMTP Logging SMTP error logging can be enabled to generate a log of SMTP activity. For a Windows based Voicemail Pro installation, the activity is logged in a file in C:\Program Files\Avaya\IP Office\Voicemail Pro\VM\logs. The file name includes a date stamp for the day on which it is generated. For a Linux based server the log files can be archived and downloaded using the web control menus. SMTP Error Codes Value Meaning 1 An exception has occurred. 3 The process has run out of memory.
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Index Index A access works mailbox 93 actions including 63 Add/Remove 28, 30 Add/Remove Programs 30 Add/Remove Programs window 30 AddRef 69 Administrative Tools 68 Alarm Threshold 104 Alarm Threshold Level 104 Alarm Threshold Unit Choose 104 allow tracing MAPI 69 Auth 47, 96 Auto Attendant 89 Automatic 102 Automatic Message Deletion 102 Avaya Text Installing 64 Speech 64 Avaya TTS 63, 64 Avaya TTS CD 64 Avaya-Scansoft TTS compare 63 B backupreg.
Generic Text Installing 64 Speech 64 generic Text To Speech 64 Generic TTS 64 Group Mailbox Names 81 H H
Index N Names 78 New Software Install 28, 30 no Remote 75 Notify 77 O on outgoing calls 89 on/off 84, 87 outcalling options 105 Outcalling Preferences 29 Setting 105 Outcalling tab 105 Outcalling window return 105 Outlook Express 55 P Password MAPI 52, 57, 96 SMTP 47, 96 Peak Times 105 Personal Announcements points 29 Ping 121 Play Advice check 93 Port SMTP 47, 96 Preferences icon 30 Prefix 86, 93 Prime Times 105 Problems 70, 89, 93, 112 produce WAV file 63 Profile 52, 57, 96 Program Maintenance window 3
T tab gives list 86 TCP/IP networking 19 telephone number including 86 Telnet 121 temp/backup.
Index voicemail service 26, 66 Voicemail System 95 Voicemail System Files 95 Voicemail Trusted Source Access 86 Voicemail Type 82 Line 112 Set 112 Voicemail User Account 64 Create 54 VoIP 112 VPNM add 107 delete 107 Select 107 VRL 93 VRL Record Length 93 W Waiting Indication 86 WAN 75, 77 Windows 2000 70 Windows Explorer 30 Wizard 28, 30 Wordpad 69 Work 78, 105 Work Group Member Email 54 Workstation 75 www.microsoft.
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Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others.
