Avaya IP Office Voicemail Pro Product manual

IP Office
Voicemail Pro Installation and
Maintenance Guide
15-601063 Issue 15b (31 May 2006)

Page 2 Voicemail Pro Installation and Maintenance Guide
15-601063 Issue 15b (31 May 2006) IP Office
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Table Of Contents
Introduction..............................................................................................................................13
About this Guide.....................................................................................................................................13
Voicemail Pro ...........................................................................................................................15
Overview................................................................................................................................................15
What's New............................................................................................................................................15
Voicemail Pro Features..........................................................................................................................16
Voicemail Pro Software..........................................................................................................................17
Number of Simultaneous Voicemail Users..............................................................................................18
User, Group and Mailbox Names............................................................................................................19
Supported Languages............................................................................................................................19
System Planning Form...........................................................................................................................20
Installation Types and Requirements.....................................................................................21
Overview................................................................................................................................................21
Types of Voicemail Pro Installation.........................................................................................................21
Requirements.........................................................................................................................................22
General Installation Requirements.....................................................................................................22
PC Specification ................................................................................................................................22
Network Requirements.......................................................................................................................24
Disk Space Requirements..................................................................................................................24
Web Server Requirements.................................................................................................................24
Voicemail Email Connection Requirements........................................................................................24
Integrated Messaging Service Connection Requirements Connection Requirements........................25
ContactStore Requirements...............................................................................................................25
Voicemail Pro Licenses..........................................................................................................................25
Installing the Voicemail Pro Server and Client......................................................................27
Overview................................................................................................................................................27
Compact Installation ..........................................................................................................................27
Typical Installation .............................................................................................................................27
Custom Installation ............................................................................................................................27
Installation Process............................................................................................................................28
Installing Compact Voicemail Pro Server and Client...............................................................................28
Installing Typical Voicemail Pro Server and Client..................................................................................31
Installing Custom Voicemail Pro Server and Client.................................................................................34
Removing Software Features from a Voicemail Pro Installation.........................................................34
Configuring Windows 2003 to Work with Web Campaigns.....................................................................35
Starting the Voicemail Pro Service .........................................................................................................35
Installing the Voicemail Pro Client Only ................................................................................37
Overview................................................................................................................................................37
Installing the Voicemail Pro Client Only..................................................................................................37
Installing the ACM Gateway....................................................................................................39
Overview................................................................................................................................................39
Installing Voicemail Pro as an ACM Gateway.........................................................................................39
Installing Voicemail Email.......................................................................................................43
Overview................................................................................................................................................43
Installing Voicemail Pro for SMTP Voicemail Email ................................................................................43
Installing Voicemail Pro for MAPI Voicemail Email as a Domain Member...............................................44
Creating a Voicemail Domain Account...............................................................................................44
Configuring Outlook for Voicemail Email............................................................................................44
Installing the Voicemail Pro Software.................................................................................................45
Switching Voicemail Pro to MAPI.......................................................................................................46

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Installing Voicemail Pro for MAPI Voicemail Email as a Work Group Member........................................47
Creating a Voicemail User Account....................................................................................................47
Configuring Outlook Express for Internet Mail....................................................................................48
Configuring Outlook for Internet Mail..................................................................................................48
Configuring Outlook for Exchange Server..........................................................................................49
Installing the Voicemail Pro Software.................................................................................................50
Switching Voicemail Pro to MAPI.......................................................................................................50
Changing SMTP Email Account Settings...........................................................................................52
Configuring E-mail Users and Groups for Voicemail Email.....................................................................53
IP Office IP Office Manager Settings ......................................................................................................54
How Voicemail Email Messages Look....................................................................................................55
The Voicemail Pro Email Action..............................................................................................................56
Installing Networked Messaging (VPNM)...............................................................................57
Overview................................................................................................................................................57
Requirements for VPNM....................................................................................................................58
Installing Voicemail Pro Software with VPNM Support............................................................................58
Configuring VPNM Accounts with Voicemail Pro....................................................................................62
Testing a VPNM Setup...........................................................................................................................63
IP Office to Avaya Interchange...............................................................................................................63
Configuring the Avaya Intuity Audix........................................................................................................63
Configuring the Avaya Interchange Interface..........................................................................................64
Configure the Interchange VPIM Interface to Voicemail Pro...............................................................66
Configuring a DNS Server......................................................................................................................67
Verification and Troubleshooting ............................................................................................................68
Installing Centralized Voicemail .............................................................................................71
Overview................................................................................................................................................71
Planning Requirements..........................................................................................................................71
Restrictions ............................................................................................................................................72
Licensing................................................................................................................................................72
Installing Centralized Voicemail Pro .......................................................................................................73
Configuring the Remote System Voicemail Settings...............................................................................73
Installing the Text to Speech Feature.....................................................................................75
Overview................................................................................................................................................75
Installing Generic Text to Speech...........................................................................................................76
Installing Avaya Text to Speech..............................................................................................................76
Configuring TTS Speech........................................................................................................................76
Using the Speak Text Action ..................................................................................................................77
TTS SAPI Controls.................................................................................................................................77
Entering XML Tags............................................................................................................................77
Example SAPI XML Tags...................................................................................................................78
Setting Up Text To Speech to Read E-mail............................................................................................79
Installing the Integrated Messaging Service .........................................................................81
Overview................................................................................................................................................81
IMS Limitations..................................................................................................................................82
IMS Components...............................................................................................................................82
IMS Installation Alternatives...............................................................................................................83
Before Installing IMS ..............................................................................................................................83
Creating and Configuring the IMS Account........................................................................................84
Installing the IMS and Voicemail Pro Software .......................................................................................85
Starting the Voicemail Pro Service .........................................................................................................89
Switching Voicemail Pro to MAPI.......................................................................................................90
Associating Voice Mailboxes with Email Addresses................................................................................91
Before Installing the IMS Client ..............................................................................................................91
IMS Client PC Requirements.............................................................................................................92

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Installing the IMS Client Software...........................................................................................................92
Testing Installation of the IMS Client..................................................................................................93
Checking and Observing IMS Operation.................................................................................................93
Upgrading Voicemail Pro ........................................................................................................95
Overview................................................................................................................................................95
Upgrading from Voicemail Lite................................................................................................................95
Removing Voicemail Lite....................................................................................................................95
Moving the Voicemail Lite Folders .....................................................................................................96
Selecting the Mailbox Mode...............................................................................................................96
Upgrading a Voicemail Pro System........................................................................................................96
Exporting the Voicemail Pro Database...............................................................................................97
Backing up the Voicemail Pro Registry ..............................................................................................97
Removing Voicemail Pro....................................................................................................................97
Restoring the Voicemail Pro Registry.................................................................................................98
Restoring the Voicemail Pro Database and Registry..........................................................................98
Logging In and Out..................................................................................................................99
Overview................................................................................................................................................99
Starting the Voicemail Pro Client............................................................................................................99
Logging in to the Voicemail Pro Server...................................................................................................99
Switching Between Online and Offline Mode........................................................................................100
Logging Out..........................................................................................................................................100
Closing Down.......................................................................................................................................101
Configuring Voicemail Pro....................................................................................................103
Overview..............................................................................................................................................103
Identifying the Voicemail Server PC .....................................................................................................103
Setting Up General System Preferences..............................................................................................104
Setting the Location of Voicemail System Folders................................................................................106
Setting MAPI Email Preferences...........................................................................................................107
Setting Message Deletion Times..........................................................................................................108
Setting Up Disk Space and Recording Time Alarms.............................................................................109
Specifying the Level of IMS Service Logging........................................................................................110
Specifying the Name of the Host Server PC for IMS.............................................................................111
Configuring Email Settings ...................................................................................................................112
Configuring SMTP Email Settings.........................................................................................................113
Managing VPNM Servers and Users....................................................................................................114
Using Voicemail to Give Error Messages..............................................................................................115
Using the Voicemail Pro Client to Customize the Server...................................................117
Overview..............................................................................................................................................117
The Main Voicemail Pro Window..........................................................................................................117
Toolbar Icons........................................................................................................................................119
Changing Mailbox Operation Mode ......................................................................................................119
Including Other Files.............................................................................................................................120
Importing and Exporting .......................................................................................................................120
Saving Configuration Changes and Making them Live..........................................................................121
Adding an Administrator.......................................................................................................................121
Changing Authority Level for an Administrator User .............................................................................122
Deleting an Administrator.....................................................................................................................122
Changing Your Password.....................................................................................................................122
Resetting a Password...........................................................................................................................123
Releasing a Locked Administrator Login...............................................................................................123

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Managing Voicemail Pro Users.............................................................................................125
Overview..............................................................................................................................................125
Configuring Voicemail for Individual Users.......................................................................................125
Setting Up Voicemail Transfer Options for a User ................................................................................127
Changing the Inactivity Timeout............................................................................................................127
Configuring User Source Numbers.......................................................................................................128
Using Start Points..................................................................................................................129
Start Points...........................................................................................................................................129
Adding a Start Point..............................................................................................................................130
Short Code Start Points........................................................................................................................130
Editing a Start Point..............................................................................................................................130
Deleting a Start Point............................................................................................................................130
Renaming a User, Group or Short Code...............................................................................................130
Default Start Points...............................................................................................................................131
Viewing Start Points and Modules as Text............................................................................................131
Connections .........................................................................................................................................132
Adding a Connection........................................................................................................................132
Deleting a Connection......................................................................................................................132
Using Variables....................................................................................................................................132
Overview..............................................................................................................................................132
System Variables .................................................................................................................................133
User Defined Variables.........................................................................................................................134
Using Voicemail Pro Actions ................................................................................................135
Overview..............................................................................................................................................135
Available Actions..............................................................................................................................135
Editing an Action ..................................................................................................................................137
Deleting an Action................................................................................................................................137
Prompts................................................................................................................................................138
Recording a New Prompt......................................................................................................................138
Wave Editor..........................................................................................................................................138
Selecting a Prompt...............................................................................................................................138
Using System Variables as Prompts.....................................................................................................138
Standard Action Tabs...........................................................................................................................139
General Tab.........................................................................................................................................139
Entry Prompts Tab................................................................................................................................139
Specific Tab..........................................................................................................................................139
Reporting Tab.......................................................................................................................................140
Results Tab..........................................................................................................................................140
Basic Actions........................................................................................................................................140
Generic Action......................................................................................................................................140
Speak Text Action................................................................................................................................140
Menu Action .........................................................................................................................................141
Goto Action ..........................................................................................................................................141
Disconnect Action.................................................................................................................................141
Home Action.........................................................................................................................................142
Module Return Action...........................................................................................................................142
Mailbox Actions....................................................................................................................................142
Get Mail Action.....................................................................................................................................142
Leave Mail Action.................................................................................................................................142
Listen Action.........................................................................................................................................143
Voice Question Action..........................................................................................................................143
Campaign Action..................................................................................................................................144
Configuration Actions ...........................................................................................................................144
Edit Play List Action..............................................................................................................................144
Record Name Action ............................................................................................................................144
Play Configuration Menu Action............................................................................................................145
Select System Prompt Language Action...............................................................................................145

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Telephony Actions................................................................................................................................146
CLI Routing Action................................................................................................................................146
Route Incoming Call Action ..................................................................................................................146
Route by Call Status.............................................................................................................................146
Transfer Action.....................................................................................................................................146
Whisper Action.....................................................................................................................................147
Call List Action......................................................................................................................................147
Dial by Name Action.............................................................................................................................148
Conferencing Center Action..................................................................................................................148
Assisted Transfer Action.......................................................................................................................149
Alphanumeric Action.............................................................................................................................149
Miscellaneous Actions..........................................................................................................................150
eMail Action..........................................................................................................................................150
Open Door Action.................................................................................................................................151
Alarm Set Action...................................................................................................................................151
Clock Action .........................................................................................................................................151
Post Dial Action....................................................................................................................................151
VB Script Action ...................................................................................................................................152
Remote Call Flow.................................................................................................................................152
Condition Actions .................................................................................................................................152
Test Condition Action ...........................................................................................................................152
Set User Variable Action ......................................................................................................................152
Test User Variable Action.....................................................................................................................153
Check Digits Action ..............................................................................................................................153
Database Actions.................................................................................................................................153
Database Open Action .........................................................................................................................153
Database Execute Action .....................................................................................................................154
Database Get Data Action....................................................................................................................154
Database Close Action.........................................................................................................................155
Queue Actions......................................................................................................................................155
Queue ETA Action................................................................................................................................155
Queue Position Action..........................................................................................................................156
Using Modules .......................................................................................................................157
Overview..............................................................................................................................................157
Creating a Module................................................................................................................................157
Adding a Module to a Start Point..........................................................................................................157
Running a Module Directly from a Short Code......................................................................................157
Running a Module Directly from an External Call..................................................................................158
Routing Calls to Voicemail....................................................................................................159
Overview..............................................................................................................................................159
VM: versus Short Codes?................................................................................................................159
Routing User Calls to Voicemail...........................................................................................................159
Transferring Calls to Voicemail Using a Short Code.............................................................................160
Using Short Codes to Access Voicemail...............................................................................................160
Using VM: to Access Voicemail............................................................................................................161
Voicemail Telephone Numbers.............................................................................................................162
Voicemail Lite and Pro.....................................................................................................................162
Voicemail Pro Start Points ...............................................................................................................163
Example Call Flow: SelfSelect Module .................................................................................................164
The Voicemail Pro Module...............................................................................................................164
Creating a Matching Short Code......................................................................................................165
Using the Module.............................................................................................................................165

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Giving Users Remote Access to Voicemail.........................................................................167
Overview..............................................................................................................................................167
Giving All Users Access from Any Extension........................................................................................167
Giving a Specific User Access from Any Extension..............................................................................167
Giving Users Access from a Trusted Location......................................................................................168
Giving Users Voicemail Access from an External Location...................................................................168
Giving Users Direct Voicemail Access from a Trusted External Location..............................................168
Setting Up Voicemail Pro Callback.......................................................................................169
Overview..............................................................................................................................................169
Setting Up Voicemail Pro Callback.......................................................................................................169
1. Setting Up the Callback Call Flow................................................................................................169
2. Setting the User's Callback Number.............................................................................................170
Voicemail for Hunt Groups....................................................................................................171
Overview..............................................................................................................................................171
Hunt Group Configuration in IP Office ..................................................................................................171
About Hunt Group Message Waiting Indication ....................................................................................173
Configuring Hunt Group Message Waiting Indication............................................................................173
Configuring Group Broadcast...............................................................................................................174
Enabling Access to Hunt Group Voicemail with a Short Code ..............................................................175
Out of Hours Operation ........................................................................................................................176
Hunt Group Queuing ............................................................................................................................176
Advice for Hunt Group Mailbox Owners...........................................................................................176
Customizing Hunt Group Queue Greetings and Actions.......................................................................177
Example Call Flow Using $POS...........................................................................................................177
Using the Condition Editor....................................................................................................179
Overview..............................................................................................................................................179
Starting the Condition Editor.................................................................................................................179
Available Condition Elements...............................................................................................................180
Calendar...............................................................................................................................................180
Week Planner.......................................................................................................................................180
Condition..............................................................................................................................................180
Compare ..............................................................................................................................................180
Campaigns..............................................................................................................................181
Overview..............................................................................................................................................181
Adding, Modifying and Deleting Campaigns.........................................................................................182
Customer Prompts...........................................................................................................................182
Customer Menu...............................................................................................................................183
Campaign Identification....................................................................................................................183
Granting Access to a Campaign...........................................................................................................184
Recording Calls......................................................................................................................185
Overview..............................................................................................................................................185
Switching the Recording Warning On/Off .............................................................................................186
Changing the Maximum Recording Length...........................................................................................186
Voice Recording Library (VRL).............................................................................................................186
Manual Call Recording.........................................................................................................................187
Setting the Destination for User Recordings.........................................................................................187
Starting Manual Call Recording............................................................................................................188
Phone Manager Pro.........................................................................................................................188
SoftConsole.....................................................................................................................................188
4400 and 6400 Series Phones.........................................................................................................188
Using DSS Keys ..............................................................................................................................188
Using Short Codes...........................................................................................................................188

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Customizing Manual Recording............................................................................................................189
Automatic Call Recording.....................................................................................................................190
Setting Recording Times, Frequency and Destination..........................................................................190
Hiding Auto Record Indication..............................................................................................................191
Customizing Auto Recording................................................................................................................191
Configuring Fax Servers .......................................................................................................193
Overview..............................................................................................................................................193
Configuration Overview........................................................................................................................194
Setting the Voicemail Pro System Fax Number....................................................................................195
Setting Up a Short Code for Routing Faxes to Prefixed Numbers....................................................197
Setting Up a User Defined Fax Number................................................................................................198
Routing Fax Calls Using a Menu Action................................................................................................198
Configuring an Analog Extension Number for Fax Use.........................................................................199
Configuring a C3000 Fax Server ..........................................................................................................200
Setting up an IP Networking Gateway Line......................................................................................201
Setting up Fax Forwarding....................................................................................................................202
IVR Database Connection .....................................................................................................203
IVR: Connecting Voicemail Pro to a Database......................................................................................203
Example Database Scenario................................................................................................................203
Retrieving Data from the Database.......................................................................................................204
Database Open Action.....................................................................................................................205
Database Execute Action.................................................................................................................206
Database Get Data Action ...............................................................................................................207
Returning Data from the Database.......................................................................................................208
Speak Book Title..............................................................................................................................209
Entering Details into the Database .......................................................................................................210
Confirm Book Details.......................................................................................................................210
Collect Callers Details......................................................................................................................211
Support for Callers with Impaired Vision or Hearing..........................................................213
Overview..............................................................................................................................................213
Changing the Language Setting for a TTY Device................................................................................214
An Example of Customizing a Simple Mailbox Call Flow..................................................................214
An Example of Customizing a Complex Mailbox Call Flow...............................................................215
Installing Voicemail Pro TTY (Textphone) Prompts...............................................................................215
Changing User Locale .....................................................................................................................216
Advice for Mailbox Users Owners Using a TTY Device....................................................................216
Voicemail Pro Dial by Name..................................................................................................217
Overview..............................................................................................................................................217
Example Call Flow: Dial by Name.........................................................................................................218
Adding a short code.........................................................................................................................218
Adding a Record Name Module............................................................................................................219
Adding a Shortcode: ........................................................................................................................220
Using the Name Table..........................................................................................................................220
Changing Full Names...........................................................................................................................221
Changing the Language Used by Voicemail Pro.................................................................223
Overview..............................................................................................................................................223
Automatic Fallback Language Rules ....................................................................................................223
Changing the Language of System Prompts.........................................................................................224
Example...........................................................................................................................................224
Changing the Language of Custom Prompts........................................................................................226
Mailbox User Controls...........................................................................................................227
Overview..............................................................................................................................................227
Telephony Operation Mode..................................................................................................................227
Automatic Message Deletion - Housekeeping ......................................................................................228
Personal Distribution Lists....................................................................................................................229

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VBScript..................................................................................................................................231
VB Script Action ...................................................................................................................................231
Properties.............................................................................................................................................231
VBScript Properties..............................................................................................................................232
CallingParty Property............................................................................................................................232
EstimatedAnswer Property...................................................................................................................232
LastAccessedMsg Property..................................................................................................................232
Locale Property....................................................................................................................................233
Name Property.....................................................................................................................................233
NewMsgs Property...............................................................................................................................233
OldMsgs Property.................................................................................................................................234
PositionInQueue Property.....................................................................................................................234
Result Property.....................................................................................................................................234
SavedMsgs Property............................................................................................................................235
SavedResult Property...........................................................................................................................235
Variable Property..................................................................................................................................235
VBScript Methods.................................................................................................................................235
ForwardMsg Method.............................................................................................................................235
ForwardMsgToMailbox Method ............................................................................................................236
FullFilename Method............................................................................................................................237
GetCallingParty Method .......................................................................................................................237
GetDTMF Method.................................................................................................................................237
GetEstimatedAnswer Method...............................................................................................................238
GetExtension Method...........................................................................................................................238
GetLocale Method................................................................................................................................238
GetMailbox Method ..............................................................................................................................239
GetMailboxMessage Method................................................................................................................239
GetMailboxMessages Method..............................................................................................................239
GetMessagePriority Method.................................................................................................................240
GetMessagePrivate Method.................................................................................................................240
GetMessageStatus Method..................................................................................................................240
GetName Method.................................................................................................................................240
GetNewMsgs Method...........................................................................................................................241
GetOldMsgs Method.............................................................................................................................241
GetPositionInQueue Method ................................................................................................................241
GetRegister Method .............................................................................................................................241
GetResult Method ................................................................................................................................242
GetSavedMsgs Method........................................................................................................................242
GetSavedResult Method ......................................................................................................................242
GetVariable Method..............................................................................................................................242
MessageCLI Method ............................................................................................................................243
MessageDisplay Method ......................................................................................................................243
MessageLength Method.......................................................................................................................243
MessageTime Method..........................................................................................................................243
PlayDigits Method ................................................................................................................................244
PlayLocaleWav Method........................................................................................................................244
PlayWav Method..................................................................................................................................245
RecordMsg Method..............................................................................................................................247
RecordRegister Method........................................................................................................................247
Register Method...................................................................................................................................248
SetLocale Method ................................................................................................................................248
SetMailboxMessage Method ................................................................................................................248
SetRegister Method..............................................................................................................................249
SetResult Method.................................................................................................................................249
SetSavedResult Method.......................................................................................................................249
SetVariable Method..............................................................................................................................250
Speak Method......................................................................................................................................250

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Troubleshooting.....................................................................................................................251
Overview..............................................................................................................................................251
The Voicemail Console.........................................................................................................................251
Running the Service as a Console........................................................................................................252
Starting the Voicemail Pro Service .......................................................................................................254
Voicemail Pro User Log........................................................................................................................255
Appendix A: Prompts ............................................................................................................257
US English Intuity Prompts...................................................................................................................257
English Non-Intuity Prompts.................................................................................................................268
Glossary..................................................................................................................................275
Index........................................................................................................................................277

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Introduction
About this Guide
This guide describes how to install and configure Voicemail Pro on an IP Office. This guide is for Avaya
professional services staff, business partners, and system integrators but can be used by anyone who
has been trained to install or configure Voicemail Pro. These instructions assume that you are familiar
with IP Office Manager.
Further information about Avaya IP Office is available from www.avaya.com/support and also from
www.avaya.com/ipoffice/knowledgebase.

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Voicemail Pro
Overview
Voicemail Pro comprises the following components:
Voicemail Pro
This voicemail program requires an IP Office license key to run. It builds on Voicemail Lite by
offering a high degree of customization for any mailbox. Voicemail Pro consists of both a Server
Program and a Client for administration of the server. For remote administration the Voicemail
Pro Client can be installed on its own on a separate machine to the Voicemail Pro Server .
Unlicensed Voicemail Pro will run for two hours to allow demonstration and testing. A
license is required for continuous operation.
Voicemail Email
Voicemail Pro can use SMTP or MAPI to send email alerts when a user has new messages in
their mailbox. For more information, see Installing Voicemail Email.
Integrated Messaging System (IMS)
Included with Voicemail Pro software but requires its own IP Office license key. Works with a
customer's Microsoft Exchange server to provide synchronized voicemail and email mailbox
operation. For more information, see Installing the Integrated Messaging System.
Centralized Voicemail Pro
Within an IP Office small community network (SCN), Voicemail Pro can be used to provide
mailbox services to remote IP Office systems. For more information, see Installing Centralized
Voicemail Pro.
Database Connection
Voicemail Pro can be licensed to read and write data to databases. The values of data returned
can be used to affect call flows. For more information, see IVR Database Connection.
Text to Speech (TTS)
The Voicemail Pro server can speak text, entered within the call flow or contained within
variables. Combined with database operation this allows the development of IVR applications.
For more information, see Installing the Text to Speech Feature.
Note
An IP Office can interact with only one voicemail server at a time. If more than one voicemail
server is installed on a network this may cause problems.
What's New
Here is a list of the new features that have been added to this version of Voicemail Pro.
Voicemail Pro has been enhanced to allow full and secure configuration from a remote location
by using the Voicemail Pro Client. The Voicemail Pro Client can be installed on its own on a
separate machine to the Voicemail Pro Server. This saves having to visit each site individually.
Call flows can be visually designed and configuration changes can be made and tested offline
before being uploaded to a live system. For more information, see Installing the Voicemail Pro
Client Only.
Voicemail Pro now offers two levels of authority for administrators who use the Voicemail Pro
Client. Administrator users can add and delete other administrator users and change their
passwords. Standard administrator users can change their own passwords but not those of other
administrator users. Standard administrators cannot add or delete Client administrator users. For
more information, see Adding an Administrator.
The Voicemail Pro details pane now displays mailbox status details such as the size of the
mailbox and the date when the mailbox was last accessed. The columns in the details pane can
be sorted. For more information, see The Main Voicemail Pro Window.

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It is not possible for more than one user to log in with a single Voicemail Pro Client at a time.
Therefore a default timeout is set so that an inactive user is warned and then logged out so that
another user can log in with the Client. You can change the length of the timeout period. For
more information, see Changing the Inactivity Timeout
Voicemail Pro mailboxes can now offer up to 3 transfer options (previously known as breakout
numbers) instead of 1 (previously know as the reception number). For example, callers might
press 0 for Operator, 2 for a colleague or 3 to connect to a mobile or cell number. This means
that, as long as the administrator enables the option in IP Office Manager, mailbox owners can
create their own personal auto-attendant. This removes the need for you, as the administrator, to
set up a call flow in Voicemail Pro. Mailbox owners can find more information in the IP Office
Mailbox Help or User Guide or the Intuity Mailbox Help or User Guide.
Integrated Messaging Service (IMS) startup time has been improved. Instead of scanning all
existing mailbox folders, IMS scans only the root inbox folder for new messages when it starts up.
Voicemail Pro can now be used with fax servers that use address prefixing, for example C3000
fax servers. C3000 is currently supported only in Germany.
Previous versions of Voicemail Pro could detect a fax message that had been routed to a voice
mailbox and redirect it to an alternate extension number where a fax machine or server could
receive the fax. If configured, the fax could be sent to a user's Exchange mailbox. With voicemail
email reading enabled the Voicemail Pro user could then receive notification of faxes via their
voicemail. This feature has been enhanced so that Intuity mailbox owners can use their
telephone handset to forward a fax to a fax number other than the system-wide fax number or
forward to the default fax destination for printing. This enables mailbox owners to forward fax
messages to a fax machine that is more convenient if they are not in the office.
Previously, mailbox owners could be notified by voicemail if a fax message arrived in their email
inbox. Mailbox owners can now use voicemail options from their telephone handset to forward a
fax message to a system fax machine in their office or to a preferred fax number that is more
convenient if they are out of the office.
Voicemail Pro Features
Voicemail Pro is a licensed version of voicemail for IP Office. It builds on Voicemail Lite in a number of
ways:
Support for more than 4 simultaneous voicemail users depending on licenses entered. For more
information, see Number of Simultaneous Voicemail Users.
Support for Intuity mode mailbox operation as default. For information about changing to IP Office
mailbox mode, see Changing Mailbox Operation Mode.
Customization can be applied to the defaults for all or specific users and hunt groups and to
access via custom short codes.
The maximum recordable length of messages can be changed from the fixed 120 second limit of
Voicemail Lite. Setting Up General System Preferences
Automatic call recording (Voice Recording) for selected Users, Hunt Groups and CLIs allows the
automatic recording of calls. This is set up through IP Office Manager.
Campaigns allow a sequence of messages to be played to a caller and the caller's response to
those question (spoken and/or telephone key presses) are recorded. The sets of response can
then be accessed and action by call agents. For more information, see Campaigns:Overview.
Integrated Messaging System (IMS) adds sophisticated voicemail to email integration. For more
information, see Installing the Integrated Messaging Service.
Personal Distribution Lists (also called Mailing Lists)
Intuity mode mailbox users can create mailbox distribution lists to use when forwarding or
sending a message. Each mailbox can have up to 20 distribution lists. Each list can contain up to
360 mailbox destinations. Lists marked as public can be used by other mailbox users. For more
information, see the IP Office Intuity Mailbox User Guide.

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Group Broadcast Messaging
If Group Broadcast Messaging is selected, when a hunt group mailbox receives a new message,
that message is copied and forwarded to the individual mailbox of all group members. For more
information, see Configuring Group Broadcast.
Voice Recording Library
With Voicemail Pro call recordings can be transferred to a third-party Voice Recording Library
(VRL) application. Currently this is ContactStore for IP Office. This application maintains a
searchable library of recordings and can archive recordings onto DVD. Installation and operation
of VRL is licensed. For more information, see Voice Recording Library.
SNMP Alarm
Where the IP Office has been configured to send SNMP Alarms, Voicemail Pro can inform the IP
Office to send an alarm when the amount of remaining disk space falls below a set threshold. For
more information, see Setting Up Disk Space and Recording Time Alarms.
Post Dial Group Page
A .wav file can be played to a group extension number. For more information, see Post Dial
Action.
Combined CCC/Voicemail Pro Server Operation
Both the Compact Contact Center (CCC) and Voicemail Pro server can be used on the same
server. This is for a maximum of 20 CCC agents and 8 voicemail ports only. The PC requirement
is a Windows 2000/2003 Server OS on a Pentium 4 2.8GHz with 512MB RAM and 10GB hard-
disk minimum.
Voicemail Pro Software
Voicemail Pro consists of the following software components:
Voicemail Pro CDs
Voicemail Pro is supplied on CD.
Voicemail Pro 3.2 is supplied on two CDs. The first CD contains the Voicemail Pro
program. The second CD contains Avaya IP Office ContactStore.
The standard Voicemail Pro 3.2 CD includes the software components for generic TTS.
Voicemail Pro ScanSoft TTS is supplied on a separate set of 5 CDs.
IP Office Licenses
Entered into the configuration of the IP Office system. Required to activate Voicemail Pro, then
number of ports available and various other features.
IP Office Feature Key Dongle
Licence keys are issued against and validated against the unique serial number of the feature
key dongle installed with the IP Office.
Feature Key Server
For USB and parallel port feature key dongles, the dongle must be installed on a PC
running the IP Office Feature Key Server application. This is not required for a serial port
feature key dongle which plugs directly into the 9-pin serial port of suitable IP Office
control unit.
Voicemail Pro Server
Runs on the Server PC and provides voicemail facilities to the IP Office.
Voicemail Pro Service
On Windows 2000/XP/2003 the Voicemail Pro Server installs as a Service. This provides greater
reliability and resilience.
Voicemail Pro Client
This is the interface used to configure the Voicemail Pro server.

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IMS Server and Administration Tool
IMS (Integrated Messaging System) provides sophisticated voicemail and email integration
between the Voicemail Pro Server and Microsoft Exchange. IMS consists of a number of
components.
IMS Voice Service and Gateway Service
These are installed onto the Voicemail Pro Server PC.
IMS Administration Tool
Installs onto the Voicemail Pro Server PC. Can be installed on another networked PC if
required.
IMS Client Package
Each IMS user requires an IMS client installed on their PC.
Campaign Web Component
Allows agents to access campaign messages through Microsoft Internet Explorer 5 or higher (not
Netscape).
Number of Simultaneous Voicemail Users
All connections between the voicemail server (Pro or Lite) and the IP Office are via the LAN using data
channels. The maximum number of data channels that can be used for voicemail operation at any
moment are shown below.
IP Office Data
Channels Maximum for Voicemail Lite Maximum for Voicemail Pro
IP406 V2 40 4 20
IP412 100 4 30
Small Office Edition Up to 18 4 10
Voicemail Pro Licenses
The actual number of ports available on Voicemail Pro is controlled by license keys entered
through IP Office Manager. For more information, see Voicemail Pro Licenses.
The Voicemail Pro license enables 4 ports.
Additional Voicemail Pro licenses can be added to enable further ports up to the
maximum shown above.
Data Channels
The IP Office may support a higher number of data channels. The figures shown above are the
maximum that can be simultaneously used for voicemail operation.
Note
The IP Office telephone system uses data channels for functions other that voicemail
connections. This may reduce the number of data channels available for voicemail.
VoIP/VCM Channels
Though linked to the IP Office via a LAN connection, voicemail does not use VoIP VCM
channels. The Voicemail Server is seen as a device on the IP Office's TDM telephony interface.
Calls to/from voicemail involving non-IP trunks and extensions do not use VCM channels.
Calls to/from voicemail from IP trunks and extensions do use a VCM channel.

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User, Group and Mailbox Names
The voicemail server creates mailboxes based on the user and hunt group names that are entered in the
IP Office Manager application. Whenever either the voicemail server or the IP office control unit restarts,
new mailboxes are created for any new names that are found.
This method of operation has the following consequences:
Warnings
Mailboxes are based on names
For all users and groups, if their name is changed, they may no longer be associated with their
former mailbox and any associated Voicemail Pro start points.
Voicemail is case sensitive
Voicemail is case sensitive. If a mailbox or start point name is entered incorrectly in IP Office
Manager or Voicemail Pro, the intended operation will not occur and the call may be
disconnected.
Voicemail removes spaces at the end of mailbox names
If spaces are left at the end of a mailbox user's name in IP Office Manager, when Voicemail
creates the mailbox, the space at the end of the name is dropped. When this occurs the mailbox
cannot be found as there is a mismatch between the user name and directory.
Supported Languages
The voicemail system provides prompts to callers and mailbox users based on the Locale that is set in
the System form of IP Office Manager.
If the necessary set of language prompts is not available, the nearest available match is used. For more
information, see Changing the Language Used by Voicemail Pro: Overview.
Individual users can have their own Locale setting. Voicemail then provides them with the appropriate
language prompts if they are available. This is set either through the IP Office Manager User form or
through the language choice on some telephones (refer to the appropriate telephone User Guide).
Voicemail Pro server prompts can be installed in the following languages:
Chinese (PRC/Mandarin)
Chinese
(Traditional/Cantonese)
Danish
Dutch
English (UK)
English (US)
Finnish
French
French (Canadian)
German
Greek
Hungarian
Italian
Japanese
Korean
Norwegian
Polish
Portuguese
Portuguese Brazilian
Russian
Spanish
Spanish (Latin)
Swedish
TTY (see below)

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Supported Languages and Countries
The availability of a language in voicemail does not necessarily indicate support for IP Office in a
country that uses that language. Contact your local Avaya office for details of which countries
support IP Office.
Note
The Voicemail Pro Server prompts are available in both Chinese Mandarin as and
Chinese Cantonese. The Voicemail installation process, Voicemail Pro Client and Control
panel applet are available in Chinese Mandarin only.
TTY
TTY is included in the list of installable languages even though it is not a language. TTY is a text-
based system that is used to provide service to users with impaired hearing or vision. For more
information, see Support for Callers with Impaired Vision or Hearing.
System Planning Form
A Microsoft Word template for a system planning form is available from the IP Office Documentation CD.
Alternatively you can download a copy, in Word or PDF format, from the General, Manuals (PDF Library)
section of the IP Office Knowledge Base at www.avaya.com/ipoffice/knowledgebase.
On the page called IP Office Manuals in the section called Voicemail Installation & Configuration
Manuals, there is an A4 and a US version of the Voicemail System Planning Form.
The form can be completed electronically and saved and stored for reference. For information about how
to install Microsoft Word templates, see the Microsoft Word help.
Alternatively it can be printed and completed manually and then filed. Completing this form will help to
ensure a successful installation and implementation of Voicemail Pro. It may be necessary for both the
customer and the installer to go through this form several times before installation.