Avaya IP500 V2 User manual

IP Office
Embedded Voicemail Installation
Release 11.1
Issue 7
September 2020

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Contents
Chapter 1: IP Office Embedded Voicemail.............................................................................. 8
Mailbox features...................................................................................................................... 8
Embedded Voicemail Summary................................................................................................ 9
Languages supported.............................................................................................................. 9
Fallback Language Operation................................................................................................. 11
Chapter 2: Installing Embedded Voicemail.......................................................................... 13
Embedded Voicemail task worksheet...................................................................................... 13
Checking and Uploading Prompts........................................................................................... 14
Checking the prompt sets................................................................................................. 14
Uploading additional language prompts............................................................................. 15
Reloading language prompts............................................................................................ 15
Transferring the prompt files using IP Office Manager......................................................... 16
Configuring Embedded Voicemail........................................................................................... 16
Memory card removal............................................................................................................ 17
Shutting down a memory card using Manager................................................................... 18
Shutting down a memory card using System Status........................................................... 18
Memory card startup.............................................................................................................. 19
Starting up a memory card using Manager........................................................................ 19
Starting up a memory card using 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 pre-recorded names, greetings and announcements....................................................... 29
Converting pre-recorded files........................................................................................... 30
Transferring Recordings to Embedded Voicemail............................................................... 31
Other Mailbox Message Waiting Indication.............................................................................. 31
Configuring Other User Message Waiting Indication........................................................... 32
Configuring Hunt Group Mailbox Message Waiting Indication.............................................. 32
Editing a User's Trusted Locations.......................................................................................... 33
Visual Voice.......................................................................................................................... 34
Configuring a Visual Voice button..................................................................................... 34
September 2020 Embedded Voicemail Installation 5
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Configuring the MESSAGES button.................................................................................. 34
Chapter 4: Hunt group mailbox configuration..................................................................... 36
Configuring a group mailbox................................................................................................... 37
Hunt group voicemail settings................................................................................................. 38
Hunt Group Message Waiting Indication.................................................................................. 39
Configuring Hunt Group Mailbox Message Waiting Indication.............................................. 40
Hunt group mailbox access.................................................................................................... 40
Message Waiting Indication access methods..................................................................... 41
Short code and button access.......................................................................................... 41
Remote access............................................................................................................... 41
Announcements.................................................................................................................... 42
Configuring announcements............................................................................................. 42
Recording announcements using short codes.................................................................... 43
Chapter 5: Auto attendant configuration.............................................................................. 44
Creating an auto attendant..................................................................................................... 45
Auto Attendant General Settings....................................................................................... 46
Auto-Attendant Action Settings......................................................................................... 47
Recording Prompts................................................................................................................ 49
Routing incoming calls to an auto 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 6: Miscellaneous....................................................................................................... 59
Remote mailbox access......................................................................................................... 59
Mailbox Password Rules........................................................................................................ 60
Configuring buttons............................................................................................................... 61
Button Programming Actions............................................................................................ 62
Short Codes.......................................................................................................................... 62
Default short codes.......................................................................................................... 62
Short code features......................................................................................................... 63
Chapter 7: Mailbox Maintenance........................................................................................... 65
Viewing Mailboxes................................................................................................................. 65
Viewing the Embedded Voicemail Files................................................................................... 65
Monitoring Embedded Voicemail............................................................................................. 66
Monitoring Embedded Voicemail housekeeping....................................................................... 67
Contents
September 2020 Embedded Voicemail Installation 6
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DTE Port Maintenance........................................................................................................... 68
Contents
September 2020 Embedded Voicemail Installation 7
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Chapter 1: IP Office Embedded Voicemail
The IP Office IP500 V2 control unit supports Embedded Voicemail when running in Essential Editon
or Preferred Edition mode. Embedded Voicemail provides basic voicemail and automated attendant
operation without requiring a separate voicemail server PC.
Embedded Voicemail uses the following components:
•IP500 V2 control unit – This control unit uses the mandatory System SD card installed in all
IP500v2 systems for Embedded Voicemail.
•IP Office Manager application – The IP Office Manager application uses the options in the IP
Office configuration to configure Embedded Voicemail.
Note:
Other voice mail servers: Embedded Voicemail cannot be used in conjunction with another
voice mail server. For example, IP Office Embedded Voicemail cannot be used with Voicemail
Pro server. The presence 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 users, the mailbox is automatically used to answer calls direct to the user that ring
unanswered for the user's configured No Answer Time. The mailbox is also used in other
situations where the system would have otherwise returned a busy tone, for example when
the user is set to Do Not Disturb.
• For hunt groups, the mailbox is used when a call has rung for the group's Voicemail Answer
Time.
• For security, a voicemail access code can be assigned to any mailbox. This can be changed
by the mailbox user or the system administrator.
September 2020 Embedded Voicemail Installation 8
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• For user mailboxes, message waiting indication is provided to the user's phone extension
and to their user application (for example one-X Portal).
• For hunt group mailboxes, message waiting indication can be assigned to specified users.
• Various dialing short codes can be used to control voicemail features and for actions such as
collecting messages, leaving messages, and turning voicemail on and off. See Default short
codes on page 62 for more information.
Related links
IP Office Embedded Voicemail on page 8
Embedded Voicemail Summary
Feature Details
Control Unit IP500 V2 and IP500 V2A
Memory type Uses the System SD Card
Compression 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 message
length
Default 120 seconds.
Adjustable between 3 and 180 seconds
Auto attendants Yes. Up to 40.
Related links
IP Office Embedded Voicemail on page 8
Languages supported
Embedded Voicemail supports the following language prompt sets:
Locale WAV folder
Arabic ara
Chinese – Cantonese zhh
Table continues…
Embedded Voicemail Summary
September 2020 Embedded Voicemail Installation 9
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Locale WAV folder
Chinese – Mandarin chs
Danish dan
Dutch nld
English UK eng
English US enu
Finnish fin
French fra
French–Canadian frc
German deu
Italian ita
Japan jpn
Korean kor
Mediterranean heb
Norwegian nor
Polish plk
Portuguese ptg
Portuguese-Brazil ptb
Russian rus
Spanish esp
Spanish-Argentina ess
Spanish-Mexico esm
Swedish sve
Turkish trk
Note:
The Arabic prompt set is only supported on systems running in Basic Edition - Quick and
Norstar modes.
The IP Office system Locale setting is used to determine the default language 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 applicable, the system locale is used.
• A short code locale, if set, is used and overrides the options above if the call is routed to
voicemail using the short code.
Related links
IP Office Embedded Voicemail on page 8
IP Office Embedded Voicemail
September 2020 Embedded Voicemail Installation 10
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Fallback Language Operation
If the prompts for the required language are not available, the system attempts to use the prompts
from a fallback language.
Locale selected in Manager Default language Fallback Languages
Argentina (Latin Spanish) Latin Spanish Spanish > UK English > US English
Australia (UK English) UK English US English
Bahrain (Arabic) Arabic UK English > US English
Belgium (Dutch) Dutch Dutch > UK English > US English
Belgium (French) French French > Canadian French> UK English
Brazil (Brazilian Portuguese) Brazilian Portuguese Portuguese > UK English > US English
Canadian (Canadian French) Canadian French French > US English > UK English
Chile (Latin Spanish) Latin Spanish Spanish > US English
China (Mandarin) Mandarin UK English > US English
Colombia (Latin Spanish) Latin Spanish Spanish > 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 (Cantonese) Cantonese UK English > US English
Hungary (Hungarian) UK English US English
Iceland (UK English) UK English US English
India (UK English) UK English US English
Italy (Italian) Italian UK English > US English
Japan (Japanese) Japanese US English > UK English
Japan (US English) US English UK English > US English
Korea (Korean) UK English UK English > US English
Kuwait (Arabic) Arabic UK English > US English
Malaysia (UK English) UK English US English
Table continues…
Fallback Language Operation
September 2020 Embedded Voicemail Installation 11
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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 12
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Chapter 2: Installing Embedded Voicemail
Embedded voicemail is the default voicemail used by new or defaulted IP500 V2 and IP500 V2A
systems. It uses the System SD card installed in the control unit for prompts and for voicemail
storage. However, additional configuration may be required for specific features and for systems that
are upgraded to a new release of IP Office software.
Related links
Embedded Voicemail task worksheet on page 13
Checking and Uploading Prompts on page 14
Configuring Embedded Voicemail on page 16
Memory card removal on page 17
Memory card startup on page 19
Embedded Voicemail task worksheet
#Section Description
1. Upgrade prompts on page 14 A set of prompts 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 personal settings for individual
users.
4. Hunt group mailbox configuration on page 36 Configure the settings for any hunt groups
where voicemail is required. This includes
configuring message waiting indication and
mailbox access which are not enabled by
default.
5. Auto attendant configuration on page 44 Setup any required auto attendant services
and associate them with incoming call routes.
September 2020 Embedded Voicemail Installation 13
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Related links
Installing Embedded Voicemail on page 13
Checking and Uploading Prompts
When you install a new System SD card in an IP500 V2 or IP500 V2A system, a default set of
languages is loaded on the card. You can upload additional language prompt sets if required. For
example, when you upgrade to a new release of software, it is possible that new features require
additional prompts. See Uploading additional language prompts on page 15 for more information.
You can also reload languages that are already installed on the System SD card. For example,
you can reload languages if new prompts have been added in a maintenance release. See
Reloading language prompts on page 15 for more information.
All the prompts for Embedded Voicemail are found in the C:\Program Files (x86)\Avaya
\IP Office\Manager\MemoryCards\Common\system\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 added in new IP Office releases may require new
prompts. The system can be checked to see if it is reporting that any expected prompts are
missing.
Procedure
1. From the Start menu select Programs > IP Office > Monitor.
2. Select File > Select Unit.
3. Enter details for connection to the system.
4. Select Filters > System > Error.
5. Click OK.
Error messages like the following example are output at regular intervals:
158267586mS ERR: EVM 7p0 upgrade file clips missing
158267587mS ERR: EVM 7p2 upgrade file clips missing
Installing Embedded Voicemail
September 2020 Embedded Voicemail Installation 14
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Related links
Checking and Uploading Prompts on page 14
Uploading additional language prompts
About this task
You can perform this task on active systems only. The Add/Display VM Locales button is not
available for offline configurations.
Procedure
1. Open IP Office Manager and receive the IP Office configuration.
2. In the left navigation pane, click System.
3. Click the Voicemail tab.
4. Click the Add/Display VM Locales button.
5. Select the prompt set you want to upload.
6. Click OK to save the changes.
7. Select File > Save Configuration to merge 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 the Upload System Files check box to select this option.
6. Click OK to save the changes.
7. Select File > Save Configuration to merge the changes back to the system.
Related links
Checking and Uploading Prompts on page 14
Checking and Uploading Prompts
September 2020 Embedded Voicemail Installation 15
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Transferring the prompt files using IP Office Manager
About this task
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.
Caution:
• Do not transfer prompt files if the level of IP Office Manager software is not appropriate
for the IP Office system.
Procedure
1. Open IP Office Manager and receive the IP Office configuration.
2. Select File > Advanced > Embedded File Management.
3. In the Select IP Office window, click the check box for the appropriate system.
4. Click OK.
5. Enter the same user name and password as used for normal system configuration..
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 Manager and receive the IP Office configuration.
2. In the left navigation pane, select System.
3. Click the Voicemail tab.
4. In the Voicemail Type drop-down box, select Embedded Voicemail.
5. The system’s mailboxes can operate in one of two modes, referred to as IP Office mode
and Intuity emulation mode. In the Voicemail Mode drop-down box, select either:
•IP Office – This is the default for new and defaulted A-law systems.
Installing Embedded Voicemail
September 2020 Embedded Voicemail Installation 16
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•Intuity – This is the default for new and defaulted U-law systems.
6. If Enforcement is enabled, you can select various password enforcement options:
•Minimum length – Sets the minimum mailbox password length allowed. The default is 6
digits.
•Complexity – When enabled, the following complexity rules are enforced for new
mailbox passwords:
- No forward or reverse sequence of numbers. For example, 1234 or 4321.
- No repeated digits. For example, 1111 or 2222.
- No match to the extension number.
7. In the Maximum Record Time field, set the value required by the customer. The allowable
range is 30 to 180 seconds. The default setting is 110 seconds.
8. If Enable Outcalling is selected, users are able to use and configure mailbox outcalling
options.
9. Click the System tab.
10. Make sure the Locale setting matches the language for spoken prompts required from the
Embedded Voicemail. If it is not correct, consult with the customer first. This Locale setting
controls many default aspects of IP Office operation and is normally already set to match
the customer's locale.
If the configuration 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.
Embedded voicemail is not started immediately after the system restarts. There is a delay
while the system performs housekeeping operations on the existing set of messages and
prompts. On a new system the delay is less than a minute. However, as the number of
messages increases the delay increases
13. Once the IP Office system has restarted, from an extension on the system, dial *17. The
Embedded Voicemail answers and starts to give you prompts.
Related links
Installing Embedded Voicemail on page 13
Memory card removal
The memory card should never be simply removed from a system during normal operation. Doing
so can cause the corruption of files in use. Either the memory card or the whole system must be
shutdown before removing a memory card.
Memory card removal
September 2020 Embedded Voicemail Installation 17
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While the card is shutdown, voicemail is not available to the system. Any other services that use
the memory card are also disabled. Features licensed by the System SD card continue for up to 2
hours while the card is not present.
Once a memory card has been removed, reinserting the memory card automatically restarts it.
Related links
Installing Embedded Voicemail on page 13
Shutting down a memory card using Manager on page 18
Shutting down a memory card using System Status on page 18
Shutting down a memory card using Manager
Procedure
1. In IP Office Manager, select File > Advanced > Memory Card Command > Shutdown.
2. When the prompt 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 access the status output.
2. In the navigation pane, select System > Memory cards.
3. If prompted, select System SD.
4. At the bottom of the window, click Shutdown.
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
Installing Embedded Voicemail
September 2020 Embedded Voicemail Installation 18
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Memory card startup
Reinserting a memory card into a system that is already switched on will automatically restart card
operation. However, if the card has been shutdown but not removed, it can be restarted without
requiring a reboot.
Related links
Installing Embedded Voicemail on page 13
Starting up a memory card using Manager on page 19
Starting up a memory card using System Status on page 19
Starting up a memory card using Manager
About this task
Use this task to restart a memory card without removing and reinserting 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 and access the status output.
2. In the navigation pane, select System > Memory Cards.
3. Click System SD or Optional SD.
4. At the bottom of the window, click Startup.
Related links
Memory card startup on page 19
Memory card startup
September 2020 Embedded Voicemail Installation 19
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Chapter 3: User mailbox configuration
Embedded voicemail creates a mailbox for each user on the system. Direct calls to a user are
routed to their mailbox whenever the user's extension is busy or does not answer within the users
allocated No Answer Time. This includes calls that are forwarded to another internal
destination.This chapter describes how to configure an individual user's mailbox by configuring the
user settings in IP Office Manager. An individual user's mailbox can also be configured through the
mailbox and system short codes (see the IP Office Embedded Voicemail User Guide for more
information).
User mailbox features include:
•Message Waiting Indication – If supported by the user's current telephone, the user will
receive message waiting indication whenever their mailbox contains new messages. The type
of message waiting indication will depend on the telephone.
•Mailbox access – The standard default short code (*17) can be used to access an extension's
associated user mailbox. Other methods of mailbox access can be configured.
•Visual Voicemail — The MESSAGES button on phones, which normally emulates *17, can be
configured to access Visual Voice mode on phones that support Visual Voice. This is done
using the Messages Button Goes To Visual Voice (System > Voicemail) option.
•Ringback – Embedded voicemail can be set to ring the user whenever they have new
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 messages directly in the user's mailbox.
•Access code – An access code can be assigned to the mailbox. Anyone accessing the
mailbox must first enter this code before they can collect messages. The access code can be
reset by the user once they are in their mailbox.
•Reception/DTMF breakout numbers – Options can be configured that allows callers to dial 0,
2 or 3 when they hear the mailbox greeting to be transferred to another number rather than
leave a message. For example, dial 0 to be transferred to the receptionist. When used, these
features should be announced in the mailbox greeting. The breakout numbers can be defined
at the system level for application to all mailboxes or separately at the individual user level.
•Announcements – Embedded voicemail allows announcements to calls waiting to be
answered by users. This is similar to the announcements provided for hunt groups, with
announcements being played to callers waiting to be answered. Due to the overlap of various
timeouts, the use of user announcements is not recommended in conjunction with forwarding
and voicemail.
September 2020 Embedded Voicemail Installation 20
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