Installation & Maintenance - Avaya

Voicemail Pro 3.0

Installation & Maintenance

40DHB0002USAW Issue 13i (15th January 2005)

Table of Contents

Voicemail .................................................................................................................................. 11

Overview of Voicemail Pro ....................................................................................................................... 11 What's New in Voicemail Pro 3.0.............................................................................................................. 12 Voicemail Pro Features ............................................................................................................................ 13 Voicemail Pro Components ...................................................................................................................... 14 Number of Simultaneous Voicemail Users ............................................................................................... 15 User, Group and Mailbox Names ............................................................................................................. 16 Language Support .................................................................................................................................... 17 The Voicemail Console............................................................................................................................. 18 Planning Forms ........................................................................................................................................ 19

System Planning Form......................................................................................................................... 19

Voicemail Pro Installation ....................................................................................................... 25

Installation Requirements ......................................................................................................................... 25 General Requirements......................................................................................................................... 25 PC Specification................................................................................................................................... 25 Network................................................................................................................................................ 26 Disk Space........................................................................................................................................... 26 Web Server Operation ......................................................................................................................... 26 Voicemail Email Connection ................................................................................................................ 27 IMS Pro Connection............................................................................................................................. 27 CCC Operation .................................................................................................................................... 27 VRL Operation ..................................................................................................................................... 27

Voicemail Pro Licenses ............................................................................................................................ 28 Upgrading from Voicemail Lite ................................................................................................................. 29 Upgrading an Existing Voicemail Pro System .......................................................................................... 30

1. Backing Up the Existing Voicemail Pro Database & Registry .......................................................... 30 2. Uninstall Voicemail Pro .................................................................................................................... 30 3. Upgrade Installation ......................................................................................................................... 30 4. Restoring the Voicemail Pro Database & Registry .......................................................................... 31 Voicemail Pro Installation Types .............................................................................................................. 32

Basic/Typical Installation ........................................................................................................ 33

Basic Voicemail Pro (Compact) Software Installation .............................................................................. 33 Voicemail Pro with Web Campaigns (Typical) Software Installation ........................................................ 39

Windows 2003 ..................................................................................................................................... 39 Voicemail Pro Install ............................................................................................................................ 39 Starting the Voicemail Pro Server ............................................................................................................ 46 Running the Service as a Console ........................................................................................................... 47

Voicemail Email Installation.................................................................................................... 49

Overview of Voicemail Email Installation.................................................................................................. 49 Installing Voicemail Pro for SMTP Voicemail Email.................................................................................. 50 Installing Voicemail Pro for MAPI Voicemail Email as a Domain Member ............................................... 51

Creating a Voicemail Domain Account ................................................................................................ 51 Configuring Outlook ............................................................................................................................. 52 Installing the Voicemail Pro Software .................................................................................................. 53 Installing Voicemail Pro for MAPI Voicemail Email as a Work Group Member ........................................ 54 Create a Voicemail User Account ........................................................................................................ 54 Configuring Outlook Express for Internet Mail ..................................................................................... 54 Configuring Outlook for Internet Mail ................................................................................................... 55 Configuring Outlook for Exchange Server ........................................................................................... 56 Installing the Voicemail Pro Software .................................................................................................. 57 Switching the Voicemail Pro to MAPI Operation.................................................................................. 57 Changing SMTP and MAPI Settings ........................................................................................................ 58 Switching Between MAPI and SMTP/Entering MAPI Settings............................................................. 58 Changing the SMTP Email Account Settings....................................................................................... 59

Installation & Maintenance Voicemail Pro 3.0

Page iii 40DHB0002USAW Issue 13i (15th January 2005)

Table Of Contents

Voicemail Email User and Group Configuration ....................................................................................... 60 Manager Settings................................................................................................................................. 60 User Configuration ............................................................................................................................... 61 Play Configuration Menu Action........................................................................................................... 61

What Voicemail Email Messages Look Like ............................................................................................. 61 The Voicemail Pro Email Action ............................................................................................................... 62

IMS Installation......................................................................................................................... 63

Integrated Messaging Service (IMS) ........................................................................................................ 63 IMS Limitations .................................................................................................................................... 64 IMS Components ................................................................................................................................. 64 IMS Installation Alternatives................................................................................................................. 65

1. Before Installing IMS ............................................................................................................................ 66 2. Installing the IMS & Voicemail Pro Software ........................................................................................ 67 3. Switching Voicemail Pro to MAPI ......................................................................................................... 74 4. Associating Voice Mailboxes to Email Addresses ................................................................................ 75 5. Installing the IMS Client Software......................................................................................................... 76

5a. IMS Client PC Requirements ......................................................................................................... 76 5b. Installation Process........................................................................................................................ 77 6. Checking & Observing IMS Operation.................................................................................................. 78

Networked Messaging Install (VPNM) .................................................................................... 79

Voicemail Pro Networked Messaging ....................................................................................................... 79 Requirements for VPNM........................................................................................................................... 80 Installing Voicemail Pro Software with VPNMSupport.............................................................................. 81 Configuring VPNM Accounts on Voicemail Pro ........................................................................................ 87 Test Setup ................................................................................................................................................ 88 IP Office to Avaya Interchange................................................................................................................. 89

Configure the Avaya Intuity Audix........................................................................................................ 89 Configure the Avaya Interchange ........................................................................................................ 90 Configure a DNS Server ...................................................................................................................... 93 Verification & Troubleshooting ............................................................................................................. 94

Centralized Voicemail Installation .......................................................................................... 97

Centralized Voicemail Pro ........................................................................................................................ 97 Planning Requirements........................................................................................................................ 98 Restrictions .......................................................................................................................................... 98 Licensing.............................................................................................................................................. 99 Additional Notes................................................................................................................................... 99

Setting Up Centralized Voicemail Pro .................................................................................................... 100

Text to Speech Installation.................................................................................................... 101

Text to Speech ....................................................................................................................................... 101 Installing Generic Text to Speech........................................................................................................... 102 Installing Avaya Text to Speech ............................................................................................................. 102 Configuring TTS Speech ........................................................................................................................ 102 Using the Speak Text Action .................................................................................................................. 103 TTS SAPI Controls ................................................................................................................................. 104

Entering XML Tags ............................................................................................................................ 104 Example SAPI XML Tags .................................................................................................................. 105 Email Reading ........................................................................................................................................ 107

Voicemail Pro Configuration................................................................................................. 109

System Preferences ............................................................................................................................... 109 Within the Voicemail Pro Client.......................................................................................................... 109 Within the Windows Control Panel..................................................................................................... 109

Control Panel Options ............................................................................................................................ 110 System Settings ................................................................................................................................. 110 Path Setting ....................................................................................................................................... 110 Email Settings .................................................................................................................................... 111

Installation & Maintenance Voicemail Pro 3.0

Page iv 40DHB0002USAW Issue 13i (15th January 2005)

Table Of Contents

SMTP Email Settings ......................................................................................................................... 112 User Management ............................................................................................................................. 113 System Preferences ............................................................................................................................... 114 System Preferences: General............................................................................................................ 114 System Preferences: Directories ....................................................................................................... 115 MAPI System Preferences................................................................................................................. 116 System Preferences: Housekeeping.................................................................................................. 117 SNMP Alarm ...................................................................................................................................... 118 VPNM Preferences ............................................................................................................................ 119

IP Office Configuration .......................................................................................................... 121

IP Office Configuration ........................................................................................................................... 121 System Configuration ............................................................................................................................. 122 Using Voicemail to Give Error Messages ............................................................................................... 123

User Configuration................................................................................................................. 125

User Configuration.................................................................................................................................. 125 User Source Number Configuration ....................................................................................................... 126 Voicemail Reception/Operator................................................................................................................ 126

Routing Calls to Voicemail.................................................................................................... 127

Transferring Callers to Voicemail ........................................................................................................... 127 Routing User Calls to Voicemail ............................................................................................................. 127 Transfer Calls to Voicemail..................................................................................................................... 128 Using Short Codes to Access Voicemail ................................................................................................ 128 Using VM: to Access Voicemail .............................................................................................................. 129

VM: versus Short Codes? .................................................................................................................. 129 Voicemail Telephone Numbers .............................................................................................................. 130

Voicemail Lite and Pro ....................................................................................................................... 130 Voicemail Pro Start Points ................................................................................................................. 130 Example Call Flow: SelfSelect Module................................................................................................... 131 The Voicemail Pro Module................................................................................................................. 131 Creating a Matching Short Code........................................................................................................ 132 Using the Module ............................................................................................................................... 132

Accessing Voicemail Remotely ............................................................................................ 133

Overview of Remote Access .................................................................................................................. 133 Access Voicemail from Another Extension............................................................................................. 133 Access from Any Extension for All Users ............................................................................................... 133 Access from Any Extension for a Specific User ..................................................................................... 134 Access from a Trusted Extension........................................................................................................... 134 Accessing Voicemail from an External Location..................................................................................... 134 Direct Access from a Trusted External Location .................................................................................... 134 Voicemail Pro Callback (Outcalling) ....................................................................................................... 135

1. Setting Up the Callback Call Flow.................................................................................................. 135 2. Setting the User's Callback Number .............................................................................................. 136 Using a Play Configuration Menu Action ................................................................................................ 136

Hunt Groups ........................................................................................................................... 137

Hunt Group Voicemail ............................................................................................................................ 137 Hunt Group Configuration....................................................................................................................... 138 Hunt Group Message Waiting Indication ................................................................................................ 139 Hunt Group Message Waiting Indication ................................................................................................ 140 Configuring Group Broadcast ................................................................................................................. 141 Accessing Hunt Group Voicemail Using a Short Code........................................................................... 142 Out of Hours Operation .......................................................................................................................... 143 Hunt Group Queuing .............................................................................................................................. 144 Customizing Queuing ............................................................................................................................. 145

Changing the Greetings ..................................................................................................................... 145 Call Flow Customization .................................................................................................................... 145

Installation & Maintenance Voicemail Pro 3.0

Page v 40DHB0002USAW Issue 13i (15th January 2005)

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