EVM Admin Guide - Avaya



EVM Admin Guide

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Copyright Notice

Copyright 2003-2004 Mutare Software. All Rights Reserved.

Information in this document is subject to change without notice and does not represent a commitment on the part of Mutare Software. Mutare Software makes no warranties with respect to the contents of this document and specifically disclaims its fitness for any particular purpose. Mutare Software reserves the right to make changes on it from time to time without obligation to notify any person organization of such revisions or changes. The screen images in this document are meant to be a close representative, not an exact duplicate, of those that appear on your color monitor.

Trademarks

Enabled VoiceMail is a trademark of Mutare Software.

Modular Messaging is a registered trademark of Avaya Inc.

Outlook is a registered trademark of Microsoft.

All other products mentioned in this document are trademarks of their respective organizations.

Rev. 6/2008 – 2.0

Table of Contents

Table of Contents 3

Chapter 1 – Overview 4

Chapter 2 – System Administration 5

Assumptions 5

Requirements 5

Logging In 5

Using the View Tool 6

Add Users 7

Delete Users 7

Modify Users 7

Edit Admins 8

EVM Devices 9

Add Device 9

Modify Device 11

Delete Device 11

Email Templates 11

Device Groups 13

Add Device Group 13

Modify Device Group 13

Delete Device Group 14

Chapter 3 – Reporting 15

EVM Status 15

EVM Message Log 16

Sorting 16

Export to CSV 16

EVM Event Log 16

Chapter 4 – Settings 18

Add Setting 18

Modify Setting 19

Delete Setting 19

EVM Notes 20

EVM Known Issues 20

Chapter 1 – Overview

If you have a Modular Messaging system, your employees can greatly benefit from Mutare’s new Enabled VoiceMail (EVM) application.

EVM for Modular Messaging® allows ANY email system (Exchange, LotusNotes, GroupWise, etc.) to be the repository for all your voice, fax and email messages.

Modular Messaging system release level must be 3.1 or higher to support version 2.0 of Enabled VoiceMail.

All EVM applications are easy to administer and individual settings can be configured by the user from many different browsers.

Chapter 2 – System Administration

Assumptions

This document will refer to the folder where EVM is installed as D:\OD\.

Requirements

Access to the OD folder on the Application Server is required for many of the features.

Logging In

Using a web browser, browse to the EVM Administration web page (the file name is admin.asp).

You will be presented with the following page:

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Enter the Admin ID and Password and click the Login button.

A successful login will take you to the main EVM Web Administration page:

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Here you can configure users including setting the user’s Device Group (refer to page XX for Setting up Device Groups). You can also switch between systems if you have multiples. License Usage is provided at the bottom of the page.

Using the View Tool

The View Tool at the top of the EVMUsers section allows you to search for users. Use the first pull-down menu to select whether to search by Name or Mailbox. The second pull-down menu has the options Begins With/Contains/Is Between. Then enter in the sort string in the box and click the Sort button. If Is Between is selected from the second pull-down menu, a second box appears. Enter the second sort string in this box and click the SAVE button. The default sort is all users whose Name Begins With “A”:

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Use the “%” character for a wildcard. For example, “View where Name Begins with %.

Add Users

For each user you want to add, insert a mailbox number and the user name in the appropriate fields. Then assign them to a Device Group (refer to page XX for Setting up Device Groups).

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EVM Usage: As users are added, the License Usage counter will be automatically updated to indicate the remaining licenses.

SpinVox Usage: If the user is added to a Device Group that includes SpinVox transcription capabilities you will see the SpinVox Usage counter increase as well showing the number of users with that capability.

Again, once changes are made, click the ADD button or the SAVE button.

Delete Users

To delete a user, click on the DELETE button to the right of the user record. A new window will appear for confirmation before actually deleting the user.

Modify Users

To modify a user’s Mailbox, Full Name or Device Group on the screen, simply edit the entry by changing the fields, and click the Save button.

Click the “View” link next to any user to see their EVM settings. A new window will appear with the user’s EVM page:

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Edit Admins

The first time you use the EVM Web Administration page, you should change your password. Click the ADMINS link in the top menu on the main page and the following page will appear:

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The default admin that is set up has full rights to all systems (if more than one system) as well as full rights to edit user settings. You can change the admin ID and Password of this default user. The changes will not take affect until you have logged out of the web page.

When creating a new Admin, you can create an ID and Password. A Name will also need to be filled out. There is an optional Email field for receiving administrative emails from the system. For Admin Permissions, you can set System Access from the drop down. In addition the admin can have different editing capabilities for User Edit Settings.

|System Access |Description |

| |Able to Edit Administrators table and access any system |

|Only: XXXXXXXXX |Not able to Edit Administrators table and can only access specified system |

|User Edit Settings |Description |

|Allowed to Edit Users |Able to edit any user settings |

|Allowed to View Users |Not able to edit user settings but is able to view user settings |

|No User Access Allowed |Not able to view user settings - “View” link is not available |

EVM Devices

Click on the DEVICES link from the main page menu to access the EVM Devices administration.

EVM sends voicemail deliveries and notifications to different devices. Many devices have specific requirements such as an audio file in a certain format. The Devices page allows you to set as many different devices as necessary to meet the requirements of your organization.

Default Devices - There are two default devices provided at first installation. These include Email Desktop and Cellular Notification.

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Email Desktop is for users that want to receive an EVM Email to their desktop email client. This may be most users in your organization. This email is formatted to include new voice and fax attachments as well as links for deleting the messages.

Cellular Notification is formatted for cell phone text messages. There are no attachments and no links.

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Add Device

At the bottom of the EVM Device page is a blank device entry. Here you can type in your Device Name and Description. Be sure to include any specifics such as the type of device. An example might be “Blackberry MP3.” This would be for users that require an audio attachment arrive in an MP3 format to play on a Blackberry.

For Message Options select from each drop down menu.

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|Send: |Description |

|User |User can select whether to receive voice, fax or both |

|Both |Admin forces user to receive both voice and fax messages |

|Voice |Admin forces user to receive only voice messages |

|Fax |Admin forces user to receive only fax messages |

|Voice: |Description |

|None |User does not receive any Voice messages |

|User |User can select the audio format of voice messages |

|GSM |Admin forces user to receive voice message as GSM WAV file |

|MP3 |Admin forces user to receive voice message as MP3 |

|Fax: |Description |

|None |User does not receive any Fax messages |

|User |User can select the fax format of fax messages |

|TIF |Admin forces user to receive fax messages as TIF |

|PDF |Admin forces user to receive fax messages as PDF |

The Cell Carrier will be set to None unless actually sending to a cell phone. If you are setting up a Cellular device, you can select from the following:

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|Cell Carrier: |Description |

|None |User is not presented with a cell phone option |

|User |User can select their cell carrier from a drop down list |

|Specific |Admin forces a specific cell carrier to be used |

The Cell Carriers that are part of the drop down list either for the admin or the end user can be edited by clicking on the “Edit” link in the row header. A new window will open displaying the current cell carriers. Use the ADD button to add new carriers or click the DELETE button next to any carriers you wish to not appear.

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In order to enable a device with SpinVox, simply select from the drop down menu in the SpinVox column.

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The options include:

|SpinVox: |Description |

|User |User can select to receive the SpinVox conversion to device |

|No |User is not presented with an option for SpinVox |

|Yes |Admin forces the SpinVox conversion to the device |

When sending SpinVox conversions to cellular devices, carriers often times will shorten the message, send as multiple messages or incorrectly order the multiple messages. Mutare will help test the different carriers your organization has in order to optimize this option with cellular devices. SpinVox conversion may delay the receipt of the EVM email until the conversion can be completed.

Modify Device

Caution: Any modifications to a device that is already deployed may adversely affect users that have already set up the device. Modifications can be made to any of the fields listed for a device. Be sure to click the SAVE button to complete the changes.

Delete Device

Caution: Deleting a device that is already deployed may adversely affect users that have already set up the device. Any users that have the device enabled will lose their settings and need to select another device. To delete a device, simply click the DELETE button to the right side of the device. A confirmation window will appear before deleting the device permanently.

Email Templates

Each device has an email template that defines what information is included in the From Address, Subject and Body of the email. Click the EMAIL button on the right side to access.

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The From Address defines what email address the user sees in the From field of the EVM message.

The TEST button allows the administrator to enter his or her email address in the To: field and the application will send a test message based on your settings. This is used to confirm the formatting as well as the From Address.

The Subject field includes tags that will provide a descriptor for the message.

The body can be set as HTML or Plain Text. The actual body of the email follows. This too can include tags that specify certain variables including message type, date and time of the message as well as which links you want in the email. For assistance in setting up these email templates, please contact your Mutare project manager.

Device Groups

After you have successfully set up some Devices, it is necessary to create Device Groups. Each user is associated with a Device Group. A Device Group is usually made up of a subset of all Devices. You choose the Devices based on the users that will be in that group and what choices they require. Click on the DEVICE GROUPS link at the top of the main page.

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Add Device Group

To add a new device group, simply click the Add link on the right side of the page. This opens a new window.

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Type in the name of the group being as descriptive as possible in the space provided. For example you can type in Sales Department. This will make it easy to assign the Device Group when adding users.

After adding the new group, choose which devices should be included by using the [pic] buttons. This allows you to add and remove Devices from your Device Group.

You can also choose the language associated with the group from the drop down.

Modify Device Group

Modifying a Device Group is simply done by adding or removing devices.

Delete Device Group

To delete a Device Group, select the Device Group from the drop down menu. When you see it listed next to “Devices in Group:” click on the Delete link next to the entry. A confirmation window will open before completing the deletion.

Chapter 3 – Reporting

EVM Status

By clicking on the STATUS link at the top of the main page, you will be taken to the EVM Status page.

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Reporting for EVM is accomplished through log files displayed on the web page showing the latest information available for each of the functional components. The logs are stored in the SQL database.

If you are running multiple systems, you can status a specific system by selecting the System at the top of the page. There is also an option for all systems which will provide limited information for all systems at one glance.

Immediately the status of the EVM application can be seen at the top of the EVM Status page.

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“EVM Running OK” let’s the administrator know immediately that the application is working. The other information right below that message includes status information about the latest application cycle as well as the Last EVM Message Sent and the total number of EVM Messages Sent Today.

The two main logs for EVM are the Message Log and the Event Log. Only the most recent entries in each log are shown on the main EVM Status web page. In order to review a larger set of data, click on the More link next to either log. For Message Log the following window will appear when you click on More.

EVM Message Log

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This detailed log provides information including the following:

System (system ID – useful if multiple systems)

Mailbox (m/b # that received the message)

Log Date (date and time that EVM actually sent msg and entered log info)

Msg Date (date and time from message server)

Msg UID (Unique ID for that mailbox)

Msg Type (VOICE or FAX)

Attach (MP3, WAV, TIF, PDF etc.)

Msg Size (Number of seconds of the message)

From (The From Address)

To (The email address the message was to)

Device (The Device)

Transcribe (Whether the SpinVox converted message was included or not)

Result (Final result of the EVM message)

Sorting

The top row on this page allows the administrator to sort on any and all criteria. If you are looking for a message from a particular mailbox, simply type in that mailbox in the header for Mailbox. Then click the Refresh button at the top. The result will be only the most recent messages sent from that mailbox. This provides the administrator the flexibility to search for almost any piece of information.

Export to CSV

If you want to capture the data for further manipulation, you can use the Export to CSV button. The data will be output to a CSV file.

EVM Event Log

The Event Log provides information about the application. Every time the application starts or stops, an entry is logged here. As well, any errors that are generated by the EVM application will be logged here.

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The EVM Event log provides the following information:

System (system ID – useful if multiple systems)

Event (Info or Error)

Log Date (date and time of the event)

App Name (EVM)

Source (Action that occurred)

Details

Sorting and Exporting to CSV are similar to the Message Log.

Chapter 4 – Settings

Any Setting can be configured for an individual site or globally, but before making any changes, please contact Mutare.

There are many different parameters that make up EVM. Most parameters have default values that will never have to be changed. For those parameters that must be set as well as for certain parameters that need to be changed from the default, click on the SETTINGS link at the top of the EVM Admin page. You will get the following:

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For each Setting there is more detail available by clicking on the Help link to the left of the setting. A small window will open with more detail about the setting.

Add Setting

To add a setting to the list, simply click on the Select link in the upper left section of the EVMSettings. This will open a new window providing the administrator the ability to

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The settings are split into different categories for easier searching. These include Main, EVM Application, Web Display and Web Functionality. From the dropdown menu All Settings is available as well.

Any setting in blue is already on the main EVM Settings page and has been customized with a non-default value. In order to modify a Setting to a non-default value, simply click the Select link to the left of the value. This will add the Setting to the main EVM Settings page where it can be modified.

Modify Setting

Once the entry has been added to the main EVM Settings page, the Value can be modified to the desired result. The administrator can choose from the dropdown menu whether this Setting will affect all systems by setting it to Global or if it will be for a specific system. Each system available is listed in the dropdown box.

Once the new setting has been modified to the desired value, simply click on the SAVE button to complete the modification.

Delete Setting

If you delete a setting from the EVM Settings page, it could adversely impact the function of the application. Before deleting a setting, please contact Mutare.

To delete a setting, simply click on the DELETE button to the right of the setting. A confirmation window will pop up before the deletion is completed.

EVM Notes

EVM Known Issues

1. EVM for Modular Messaging cannot retrieve “bulletin” or some “broadcast” messages from voice mailboxes.

2. When using SpinVox conversion and sending text messages to cell phones, each carrier can affect these messages differently. In North America, limitations may need to be made on the length of the message. In AMEA and APAC, text messages may not even be possible using the current EVM text messaging setting which sends the message initially as an SMTP email message. Contact your Mutare project manager for options including SMS messaging via an SMS gateway where possible.

3. The EVM website can be setup to use the secure socket layer (SSL or https://) protocol. Talk to your Mutare project manager for assistance.

4. It is ok to use the IIS Lockdown tool from Microsoft. It must be set to allow .ASP scripts on the web server.

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