Avaya IP Ofice Platform User manual

15-604067 Issue 14b - (13 November 2014)
Avaya IP Office™ Platform Embedded
Voicemail User Guide (Intuity Mode)
IP Office™ Platform

Avaya IP Office™ Platform Embedded Voicemail User Guide (Intuity Mode) Page 2
15-604067 Issue 14b (13 November 2014)IP Office™ Platform
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Downloading Documentation
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Contents
Contents
Embedded Voicemail1. ..................................................................... 101.1 Logging In
............................................................................ 101.1.1 First Time Login
............................................................................ 111.1.2 Trusted Sources
............................................................................ 111.1.3 Switching to Another Mailbox
............................................................................ 111.1.4 Normal Login
..................................................................... 121.2 Default Mailbox Controls
..................................................................... 131.3 Caller Options
..................................................................... 131.4 Full Mailbox
..................................................................... 141.5 Visual Voice
Listening to Messages2. ..................................................................... 172.1 Listening to Messages
..................................................................... 172.2 Marking a Message as Saved
..................................................................... 182.3 Forwarding a Message
..................................................................... 182.4 Calling the Sender
..................................................................... 182.5 Replying to a Message
..................................................................... 192.6 Sending a New Message
Changing Your Settings3. ..................................................................... 223.1 Changing Your Password
..................................................................... 233.2 Personal Greeting
............................................................................ 233.2.1 Recording Your Greeting
............................................................................ 233.2.2 Deleting Your Greeting
............................................................................ 233.2.3 Listening to Your Greeting
..................................................................... 243.3 Transfer Options
..................................................................... 243.4 Record Your Name
Voicemail Notification4. ..................................................................... 274.1 Voicemail Email
..................................................................... 284.2 Outcalling
............................................................................ 284.2.1 Initial Outcalling Configuration
............................................................................ 294.2.2 Setting Your Outcalling Destination
............................................................................ 294.2.3 Setting Your Outcalling Timeout
............................................................................ 294.2.4 Turning Outcalling On
............................................................................ 294.2.5 Turning Outcalling Off
............................................................................ 304.2.6 Answering Outcalling Calls
Document History5. ...............................................................................33Index

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Embedded Voicemail
Chapter 1.

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Embedded Voicemail:
1. Embedded Voicemail
This user guide is for Embedded Voicemail provided by an IP Office system running in IP Office Essential Edition, IP Office
Preferred Edition or IP Office Advanced Edition mode.
Your system maintainer can configure your system to support either Intuity or IP Office mode mailbox operation. This
guide is for Intuity mode. Your system administrator can confirm which mode your system uses.
·First time login
·Switching to another mailbox
·Normal login
·Trusted Sources
·Mailbox controls
·Caller options
·Visual voice
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1.1 Logging In
1.1.1 First Time Login
The first time you call your mailbox, the system prompts you to set a mailbox password and to record your name. The
system uses the password to control access to your messages and mailbox settings. It uses the name you record in
announcements to callers. Though set during the initial mailbox login, you can change the password and change the
recorded name at any time.
To login:
1.Dial *17.
2.At the prompt, if dialing from your own extension, press #. Otherwise, enter your extension number and press #.
3.When prompted for a password press #. If this is not accepted, contact your system administrator who may have
already set a password for your mailbox.
4.If no password is already set, the system requests you to set a password for your mailbox. Enter a new password
and press #.
·Enter at least four digits and up to 15. Do not set an obvious code. For example:
·Your extension number.
·A sequence of digits, for example 1234.
·The same repeated digits, for example 1111.
5.The system will prompt you if the password does not meet its requirements. Re-enter the new password and
press #.
6.The system now requests you to record your name.
a. Press 1. At the tone, speak your name and then press 1again.
b.The system plays back your recording. Press #to accept the recording or 1to record again.
7.After you log in, the voice prompts provide instructions. See Default Mailbox Controls for a summary of the
controls.
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Embedded Voicemail: Logging In
1.1.2 Trusted Sources
By default, even when you have a password set, you can access your mailbox from your own extension without needing
to use the password. This is because your extension number is set as a 'trusted source'. Your system maintainer can
change that if required. They can also add other numbers as trusted sources for your mailbox if you require that.
Mailbox access from numbers that are not trusted sources requires entry of your mailbox password. For example, entry
of your password is usually required if your maintainer has configured a method for you to access your mailbox from
remote locations other than your own extension.
1.1.3 Switching to Another Mailbox
Some users may have access to multiple mailboxes. For example, in a call centre or a hunt group, supervisors may need
to check multiple mailboxes. You can use the re-login feature to access mailboxes sequentially, without needing to
disconnect after checking each mailbox.
To switch to another mailbox:
1.While already logged in to a mailbox, dial **7. You can then specify the new mailbox required.
1.1.4 Normal Login
If you have already completed a first time login , the subsequent login process is much faster.
To login:
1.Dial *17.
2.The system prompts you to enter the number of the mailbox you want to access. If dialing from your own
extension, for your mailbox, just press #. Otherwise, enter your extension number and press #.
3.If requested, enter your password and press #. The system requests a password if you are accessing a mailbox
from a number not set as a trusted source for that mailbox.
4.After you log in, the voice prompts provide instructions. See Default Mailbox Controls for a summary of the
controls.
·For help at any time: Press *4.
·To return to the activity menu: Press *7.
·To exit the system: Press **9.
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1.2 Default Mailbox Controls
The following is a summary of the options that are available after you have logged into a mailbox.
Activity Menu
·Record messages = 1
·Get messages = 2
·Greetings = 3
·Help = *4
·Personal options = 5
·Outcalling = 6
·Re-login = **7
·Exit = **9
1. Record messages
·Record message = 1
·Start/stop recording = 1
·Rewind = 2
·Replay = 5
·Advance = 6
·Playback = 23
·Delete = *3
·Approve = #
·Enter address and press #
·Cancel address = *3
·Finish addressing = #
2 Get messages
·Listen to message = 0
·Reply/Forward = 1
·Restart = 2
·Skip to previous = *2
·Pause/resume = 3
·Replay header = 23
·Back/restart = *5
·Advance to end = 6
·Save and skip message = **4
·Save and play next = #
·Delete = *3
·Save = **7
3 Greetings
·Listen to greeting = 0
·Create, change, or delete greeting = 1
·Activate = 3
5 Personal options
·Password = 4
·Record name = 5
6 Outcalling
·Configure outcalling = 1
·Change number = 3
·Turn outcalling off = 6
·Turn outcalling on = 9
IMPORTANT: Old Messages are automatically deleted after 24 hours
After you listen to new message, it is marked as 'old' and it is automatically deleted after 24 hours. If you do not want
the message deleted, you must mark it as a 'saved' message.
·To mark the current message as saved: Press **7 while listening to the message.
·To mark the current message as saved and skip to the next message: Press **4.
·To mark the current message as saved and play the next message: Press #.
You can also use the following short codes to control your mailbox. These are default system features, however your
system maintainer can change them. For users with Avaya telephones that include programmable buttons, your system
administrator can also assign these functions to buttons.
·Turn Voicemail On: *18
Causes calls to go to voicemail when you are busy or do not answer. If the extension to which you forward your
calls does not answer calls will also go to voicemail.
·Turn Voicemail Off: *19
Switches the above feature off.
·Voicemail Ringback On: *48
If ringback is on, when you have new messages, the voicemail system will ring you following the completion of
any call.
·Voicemail Ringback Off: *49
Switches the above feature off.
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Embedded Voicemail: Default Mailbox Controls
1.3 Caller Options
Callers to your mailbox can perform the following actions:
·Skip Your Mailbox Greeting
Callers can skip your greeting message and go straight to leaving a message by pressing 1.
·Transfer to another number
Depending on your settings, the caller can select a transfer to another extension rather than leaving a message.
·Leave a message
After hearing the tone, your caller can start recording a message. The system only saves messages that are longer
than 3 seconds. The default maximum message length is 120 seconds. However, the system administrator can
adjust that.
·Options after leaving a message
After leaving a mailbox message, callers can press #rather than hanging up immediately. The caller hears a
prompt informing them if the system saved the message. They can then select additional options:
·*7 - Login
Using *7 you can select to login to a mailbox to collect messages.
·**9 - Disconnect
This option will disconnect your call.
1.4 Full Mailbox
When a mailbox is full and unable to store new voicemail messages, the voicemail system plays an information message
and disconnects the call.
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1.5 Visual Voice
Visual Voice allows you to access your mailbox using the display menu of your phone rather than following spoken
mailbox prompts. Not all phones support Visual Voice.
To use Visual Voice your system maintainer must add a Visual Voice button to your phone. Alternatively, your system
maintainer can set the MESSAGES button on your phone to act as a Visual Voice button.
·On phones that have a display but do not support visual voice operation, use of the button for user mailbox access
using voice prompts and for direct to voicemail transfer during a call is supported (does not include T3 and T3 IP
phones).
·On T3 phones, the Visual Voice button goes direct to the Listen function of Visual Voice. To access the full set of
Visual Voice functions use Menu > Settings > Voicemail Settings.
Visual Voice Controls
The arrangement of options on the screen will vary depending on the phone type and display size. You can access
controls not shown on the current display by using the phone's <and >buttons to move between screen pages.
Button
Functions
Listen
Accesses your mailbox. When pressed, the screen shows the number of New, Old and Saved messages.
Select one of those options to start playback of messages in that category. Once message playback is
selected, the available controls change:
·Previous: Play the previous message.
·Next: Play the next message.
·Rewind: Rewind approximately 5
seconds.
·FFwd: Step forwards approximately 5
seconds.
·Delete: Delete the current message.
·Save: Mark the messaged as a saved
message.
·Copy: Copy the message to another mailbox. When
pressed, the phone displays:
·Pre-Rec: Record a message to attach to the start of
the copied message.
·Targets: Enter the destination for the message
copy.
·Done: Copy the message using the targets entered.
·Pause: Pause the current message. Press the button
again to unpause.
Main(0)
Hunt group names may be displayed you have been configured for hunt group mailbox access. The number
shows the number of new messages in the mailbox. Press the button to access the mailbox in the same way
as the Listen option above.
Message
Record and send a voicemail message to another mailbox or mailboxes.
Greeting
Change the main greeting used for callers to your mailbox. If you have not recorded a greeting, the
system's uses its default mailbox greeting.
·Record: Record a new greeting.
·Listen: Listen to the current greeting or the new greeting just recorded.
·Submit: Submit the new greeting just recorded.
·Delete: Delete the current greeting. The mailbox reverts to using the default system greeting.
Email
This system shows this option if you have a configured email address for voicemail email usage in the
telephone system configuration. This control allows you to see and change the current voicemail email option
used for new messages received by your mailbox. Use Change to change the mode displayed. Press Done
to save the change. The modes are:
·Email Mode Off: Voicemail email is not used.
·Email Mode Copy: Copy new voicemail messages to the email address, leaving the original message
in the mailbox.
·Email Mode Fwd: Forward new voicemail messages to the email address, deleting the original
message from the mailbox.
·Email Mode Alert: Send an alert email message to the email address, leaving the message in the
mailbox.
Password
Change the mailbox password. To do this requires entry of the existing password.
Voicemail
Switch voicemail usage on or off. When off, the voicemail system does not answer unanswered calls.
Using the Visual Voice Button for Voicemail Transfer
If pressed when you have a call is connected, the Visual Voice button allows entry of an extension number for direct to
voicemail transfer of the connected call.

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Listening to Messages
Chapter 2.

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2. Listening to Messages
This section covers actions you can perform while listening to your messages.
·Listening to your messages
·Marking a message a saved
·Forwarding a message
·Calling the message sender
·Replying to a message
·Sending a new message
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Listening to Messages:
2.1 Listening to Messages
The system groups messages into the following categories:
·New
After you have listened to a new message, it automatically becomes an old message.
·Saved
This category applies to messages you marked as saved . You would normally do this for messages that you do
not want the system to automatically delete.
·Old
After you have listened to a new message it automatically becomes an old message. Unless you delete them
sooner, the system automatically deletes old messages after 24 hours.
When you get your messages, the system starts with your new messages, then your saved messages and then finally
your old messages. When you retrieve your messages, each message starts with a header which contains details about
who left the message (if known) and when.
To listen to your messages:
1.Log in to your mailbox.
·The system announces the number of new messages.
2.Press 2to get your messages. The system plays the header details of the first message.
·During or after the header, to listen to the actual message: Press 0. As you listen to your messages, you can
use the following controls to listen to all or part of the message again.
·To restart message: Press 2.
·To replay header: Press 23.
·To pause: Press 3.
·To resume: Press 3.
·To rewind 5 seconds: Press 5.
·To restart: Press *5.
·To fast forward 5 seconds: Press 6.
·To save a new or old message: Press 7.
3.When you have listened to the message, you have the following options:
·To reply to or forward the message: Press 1.
·To delete the message and continue to the next message: Press *3.
·To skip the message and play the next message: Press #.
·To skip to the next message: Press *#.
·To leave the message in current category and skip to next category: Press **4.
·To go back to previous message: Press *2.
·To hang up and end voicemail: Press **9.
2.2 Marking a Message as Saved
Once you have played a message it is marked as old. The system automatically deletes old messages after 24 hours. To
stop this happening to the current message, you can mark it as being a saved message.
To save a message:
1.While listening to a new or old message, press **7 to save it.
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2.3 Forwarding a Message
You can forward a message to a different mailbox or to several mailboxes at the same time. When you do this, you can
record a comment at the start of the message.
To forward a message:
1.While listening to the message, press 1.
2.Press 2to forward the message with a comment.
3.After the tone, record your comment:
·To stop recording: Press 1.
·To restart recording: Press 1again.
·To rewind the recording: Press 2.
·To play back the recording: Press 23.
·To delete the recording: Press *3.
·To approve the recording: Press #. Recordings must be at least 3 seconds long
4.Enter a mailbox number (or dial the required name) and then press #.
·Repeat until you have entered all the mailboxes to which you want to forward the message.
·To delete the last number that you entered: Press *3.
5.Press #to finish addressing.
2.4 Calling the Sender
When an internal caller leaves a message, the system will capture the caller's number and store that with the message.
You can choose to make a call to the caller's number.
To call the message sender:
1.While listening to the message, press 1.
2.To attempt the call, press 0. The system logs you out of your mailbox.
2.5 Replying to a Message
When you receive a voice message from an internal caller, you can send a reply message to the sender. You can choose
to reply with or without the original message attached.
To reply to a message:
1.While listening to the message, press 1.
2.To reply to the message with voicemail press 1again.
3.Select the type of reply:
·To reply without attaching the original message: Press 6.
·To reply with the original message attached: Press 9.
4.After the tone, record your reply:
·To stop recording: Press 1.
·To restart recording: Press 1again.
·To rewind the recording: Press 2.
·To play back the recording: Press 23.
·To delete the recording: Press *3.
·To approve the recording: Press #. Recordings must be at least 3 seconds long

Avaya IP Office™ Platform Embedded Voicemail User Guide (Intuity Mode) Page 19
15-604067 Issue 14b (13 November 2014)IP Office™ Platform
Listening to Messages: Sending a New Message
2.6 Sending a New Message
When you are listening to a message, you can record a new message and send it to another mailbox or mailboxes.
To send a message:
1.While listening to your messages, press 1.
2.After the tone, record your message:
·To stop recording: Press 1.
·To restart recording: Press 1again.
·To rewind the recording: Press 2.
·To play back the recording: Press 23.
·To delete the recording: Press *3.
·To approve the recording: Press #. Recordings must be at least 3 seconds long