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SERVER CONFIGURATION GUIDE
version 7.0
Copyright
ESNA® Technologies Inc.
30 West Beaver Creek Rd., Suite 101
Richmond Hill, ON L4B 3K1
Copyright © 2006 by ESNA Technologies. All rights reserved.
Telephony Office-LinX™ enterprise edition Unified Communications Server is made available under
the terms of the ESNA Technologies Inc. (E.T.I.) License Agreement without express or implied
warranties of any sort, including, specifically, any warranties relating to the performance or
maintenance of the program.
While every effort has been made to ensure accuracy, ESNA Technologies Inc. will not be liable for
technical or editorial errors or omissions contained within the System documentation. The
information contained in this documentation is subject to change without notice.
ESNA software and related documentation may be used only in accordance with the terms of the
ESNA Technologies Inc. License Agreement and copied only to provide adequate backup
protection.
Software version 7.0
July 2006
Trademarks
MS-DOS is a registered trademark of Microsoft Corporation.
Dialogic and Gammalink are registered trademarks of Intel Corporation.
Other brands and their products are trademarks or registered trademarks of their respective
holders and should be noted as such.
About This Guide
In This Chapter . . .
Overview on page 2
Contacting ESNA Technologies on page 3
Conventions on page 4
ABOUT THIS GUIDE
Overview
Telephony Office-LinX Server Configuration Guide
This guide provides detailed information on implementing the TOLEE solution. In it you will
find information on the network requirmenets, deployment recommendations for Standard
and Advanced Unified Messaging, PBX requirements and server/client PC requirements
among others.
2
ABOUT THIS GUIDE
Contacting ESNA Technologies
Contact us by mail at:
ESNA Technologies Inc.
30 West Beaver Creek Rd., Suite 101
Richmond Hill, ON L4B 3K1
Contact us by phone:
Tel: 905-707-9700
Fax: 905-707-9170
Find us on the web at:
www.esnatech.com
For hardware and software support, call:
Tel: 905-707-1234
Email: [email protected]
3
ABOUT THIS GUIDE
Conventions
This guide uses the following conventions to convey specific information:
NOTE: Contains additional information about the task you are performing.
4
HINT: Contains an alternative method of performing the task or offers a solution if you
run into a problem
CAUTION: Information that alerts you to potential loss of data, or damage to an
application, system, or device.
WARNING: Information that alerts you to potential personal injury.
Table Of Contents
About This Guide .......................................................................................... 1
Overview .................................................................................................................2
Contacting ESNA Technologies .............................................................................3
Conventions ............................................................................................................4
Chapter 1 - Introduction to Server Configuration ......................................... 5
What is the Telephony Office-LinX Server? ..........................................................6
Before you begin ........................................................................................................................6
Basic system maintenance .........................................................................................................6
Questions and Answers ..............................................................................................................7
Reporting problems ....................................................................................................................7
Windows Dialing Plan ............................................................................................8
Chapter 2 - Configuring the Server ............................................................. 11
Logging On to the System ....................................................................................12
Navigating the Administration Console ...............................................................13
Viewing an item’s properties ................................................................................................... 14
Using the Action dropdown .....................................................................................................14
Modifying columns ..................................................................................................................15
Selecting a language ................................................................................................................16
Displaying contact information ...............................................................................................16
Connecting to a remote server .................................................................................................17
Chapter 3 - Maintaining the Configuration Files ......................................... 19
Overview ...............................................................................................................20
Maintaining Configuration Settings ......................................................................21
Advanced settings ....................................................................................................................23
Custom Interface Settings ........................................................................................................27
Dealer Info Settings .................................................................................................................29
Device Management Configuration .........................................................................................30
Device Management settings ...................................................................................................44
Fax settings ..............................................................................................................................44
Global Parameters ....................................................................................................................47
HTTP settings ..........................................................................................................................49
IMAP Server settings ...............................................................................................................50
LDAP Synchronization settings ...............................................................................................52
Log settings ..............................................................................................................................55
POP3 Server settings ...............................................................................................................57
Remote Site Setting .................................................................................................................59
Reorg Settings ..........................................................................................................................60
Reports Settings ....................................................................................................................... 61
User Manager Settings .............................................................................................................63
Telephony Settings ..................................................................................................................66
VPIM/SMTP Settings .............................................................................................................. 68
Chapter 4 - Maintaining a PBX ................................................................... 71
Overview ...............................................................................................................72
PBX .......................................................................................................................73
The PBX screen .......................................................................................................................73
Using the toolbar buttons ......................................................................................................... 74
Adding a new PBX template ...................................................................................................74
Modifying the PBX ...............................................................................................76
Specifying General Options .....................................................................................................77
Specifying Transfer parameters ...............................................................................................85
Specifying Call parameters ...................................................................................................... 88
Specifying Disconnect parameters ...........................................................................................90
Modifying Message Light parameters .....................................................................................93
Specifying Inband parameters .................................................................................................95
Specifying the Dial Plan ...........................................................................................................98
Specifying the PBX Node ......................................................................................................103
Chapter 5 - Maintaining a Company ......................................................... 105
Overview .............................................................................................................106
Displaying summary information ..........................................................................................106
Using the toolbar buttons .......................................................................................................106
Company .............................................................................................................108
Opening a company ...............................................................................................................108
Creating a company ............................................................................................................... 108
Editing a company .................................................................................................................109
Deleting a company ...............................................................................................................109
Creating a Company ...........................................................................................111
Specifying General Options ...................................................................................................111
Specifying Advanced features ...............................................................................................114
Specifying Call Options .........................................................................................................145
Specifying Mailbox Options ..................................................................................................148
Specifying Integrated Fax Options ........................................................................................150
Specifying Passwords/Security ..............................................................................................153
Specifying Admin Broadcast Messages ................................................................................ 156
Specifying ASR .....................................................................................................................158
Specifying AMIS parameters .................................................................................................166
Specifying a company language ............................................................................................170
Specifying the C.O./ Channel Assignment ............................................................................185
Chapter 6 - Maintaining Mailboxes ........................................................... 197
Mailbox Structure ...............................................................................................199
Maintaining Organizational Units ......................................................................200
Creating an org unit ...............................................................................................................201
Maintaining Mailboxes .......................................................................................202
Opening a mailbox .................................................................................................................202
Adding a range of mailboxes .................................................................................................204
Resetting a mailbox ...............................................................................................................205
Finding a mailbox ..................................................................................................................206
Deleting a mailbox .................................................................................................................208
Mailbox Templates ................................................................................................................ 209
Toolbar buttons ......................................................................................................................210
Creating a Mailbox .............................................................................................211
Specifying General Options................................................................................................... 212
Specifying Advanced features ...............................................................................................215
Specifying Transfer Options .................................................................................................. 230
Specifying Message Options .................................................................................................233
Specifying Notification.......................................................................................................... 236
Specifying Addresses .............................................................................................................246
Specifying IMAP properties ..................................................................................................255
Maintaining Locations ...........................................................................................................259
Adding a location ...................................................................................................................261
Setting a location schedule ....................................................................................................269
Re-routing CTI Options .........................................................................................................273
Chapter 7 - Maintaining Feature Groups ................................................... 275
Overview .............................................................................................................276
Maintaining a Feature Group ..............................................................................277
Creating a Feature Group ....................................................................................279
Specifying General Options ...................................................................................................280
Specifying Storage Options ...................................................................................................281
Specifying Notification Options ............................................................................................ 284
Specifying Transfer Options .................................................................................................. 289
Specifying Transfer Types .....................................................................................................293
Specifying Message Options .................................................................................................299
Specifying IMAP configuration..............................................................................................301
Specifying DID Properties .....................................................................................................304
Chapter 8 - Maintaining a Remote Site ..................................................... 307
Overview .............................................................................................................308
Maintaining a Remote Site .................................................................................309
Understanding networking .....................................................................................................309
Configuring the server for networking ..................................................................................309
Adding a Remote Site .........................................................................................310
Specifying VPIM options ......................................................................................................316
Chapter 9 - Maintaining a Routing Table .................................................. 321
Overview .............................................................................................................322
Routing Tables ....................................................................................................323
Opening a routing table ..........................................................................................................323
Creating a routing destination................................................................................................ 323
Chapter 10 - Maintaining a Voice Menu ................................................... 337
Overview .............................................................................................................338
Using the toolbar buttons ....................................................................................................... 338
Voice Menu .........................................................................................................339
Creating a Voice Menu .......................................................................................340
Chapter 11 - Customizing a TUI ............................................................... 355
Overview .............................................................................................................356
Using the toolbar buttons ....................................................................................................... 356
Creating a Customized TUI ................................................................................357
Actions ................................................................................................................364
Chapter 12 - Performing Supervisor Functions ......................................... 375
Overview .............................................................................................................376
Supervisor Menu .................................................................................................377
Chapter 13 - IMAP TSE Gateway Setup ................................................... 385
Overview .............................................................................................................386
Operation Requirements .....................................................................................388
Data flow ................................................................................................................................388
Integrating the IMAP TSE Gateway ...................................................................398
(1) Confirm usernames and passwords on the IMAP server .................................................398
(2) Configure mailboxes and/or feature groups .....................................................................398
IMAP TSE Gateway with Lotus Notes ...............................................................410
Configuring IPSec ...............................................................................................412
The Security Policy MMC .....................................................................................................413
IMAP TSE and Exchange Transaction Logs ......................................................420
What are transaction logs? ..................................................................................................... 420
The IMAPTSE and your Exchange transaction logs .............................................................422
Support for Exchange 2003 on the Server or Client ...........................................424
Chapter 14 - Optional Modules ................................................................. 429
LDAP Import Utility ...........................................................................................430
Importing Directory users into the TOL system (with AD snap-In) .....................................433
Importing Directory users into the system (without AD snap-in) .........................................447
Web Report .........................................................................................................465
Starting Web Report ..............................................................................................................465
Creating a Reports Template .................................................................................................467
System Activity ......................................................................................................................483
WAP ....................................................................................................................495
Introduction to WAP ..............................................................................................................495
Benefits of WAP .....................................................................................................................496
Wireless Application Protocol (WAP) ..................................................................................497
Telephony Office-LinX requirements for WAP ....................................................................499
Customizing the URL for WAP content ................................................................................499
Creating a Custom MMC Snap-In ......................................................................500
Appendix A - Voice Menu: DTMF Key Parameters ................................. 505
Actions ................................................................................................................506
Appendix B - Customize TUI: DTMF Key Parameters ............................ 521
Actions ................................................................................................................522
Appendix C - Worksheets .......................................................................... 527
Worksheets ..........................................................................................................528
Transfer Parameters ...............................................................................................................528
Message Light Parameters .....................................................................................................529
Paging Parameters ..................................................................................................................530
Call Options Parameters ........................................................................................................530
Feature Group Parameters .....................................................................................................530
Inband Signaling Parameters .................................................................................................531
User Directory ........................................................................................................................533
Business Hours ......................................................................................................................534
Company Greetings Script .....................................................................................................535
Appendix D - IVR ActiveX ....................................................................... 539
Overview .............................................................................................................540
How it works ..........................................................................................................................540
What you need to do ..............................................................................................................540
Private functions ....................................................................................................................541
Public interface of the ActiveX Object exposed to TOL....................................................... 554
Protected (Friend) Functions .................................................................................................557
Example Applications (& Code Samples) .............................................................................574
Input Validation .....................................................................................................................576
Pharmacy Dictation ................................................................................................................582
Appendix E - User Dictionary ................................................................... 591
User Dictionary ...................................................................................................592
User Dictionary ......................................................................................................................592
Appendix F - CTI Configuration ............................................................... 595
CTI Configuration ...............................................................................................596
Iwatsu .....................................................................................................................................597
3Com TAPI ............................................................................................................................600
Telectronics ............................................................................................................................603
ITT 3100 ................................................................................................................................604
Appendix G - soft fax ................................................................................ 605
Introduction .........................................................................................................606
Requirements .........................................................................................................................606
Specifications .........................................................................................................................606
Configuration ......................................................................................................608
Appendix H - UC Utility Manager ............................................................ 611
Introduction .........................................................................................................612
UC Utility Manager ............................................................................................613
Options ...................................................................................................................................614
UC Services view ...................................................................................................................615
Versions ................................................................................................................................. 616
Configuring DCOM ...............................................................................................................617
UC logs and folder .................................................................................................................618
Registration ............................................................................................................................620
Appendix I - Web Client Preparations ...................................................... 623
Overview .............................................................................................................624
Preparations ........................................................................................................625
Configuring your browser ......................................................................................................625
Java Plug-In ...........................................................................................................................626
Permissions ............................................................................................................................629
Getting Started .......................................................................................................................630
Appendix J - Domain Name System (DNS) .............................................. 637
Introduction .........................................................................................................638
DNS Auto Discovery Configuration ...................................................................639
Appendix K - Print Server & Fax Jobs ...................................................... 645
Print Server .........................................................................................................646
Fax Jobs ..............................................................................................................648
Appendix L - Push Install .......................................................................... 651
Overview .............................................................................................................652
Setting Up a Push Install for UC Client Manager ..............................................653
To create a transform: ............................................................................................................654
Appendix M - System Prompts ................................................................. 663
1
Introduction to Server Configuration
What is the Telephony Office-LinX Server? on page 16
CHAPTER 1 - INTRODUCTION TO SERVER CONFIGURATION
1
What is the Telephony Office-LinX Server?
The Telephony Office-LinX enterprise edition unified communications server is a voice
processing system that functions with an organization’s existing telephone system to
enhance its overall telecommunications environment.
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Telephony Office-LinX acts as a unified messaging solution offering call and voice messaging
control from the user's desktop PC. System Administrative functions may also be performed
either by using a touchtone telephone or the Windows interface from the Voice Mail server.
Before you begin
The Supervisor plays a key role in the everyday operation of the Telephony Office-LinX server.
It is important that the Supervisor understands the basics of how Telephony Office-LinX
operates. The Supervisor should be familiar with all features available to users and
completely understand the User Guide before covering the material in this manual.
Basic system maintenance
The Supervisor performs a key role in the operation of the Telephony Office-LinX system. The
following are some examples of the basic duties as a Supervisor:
•
Add a new user to the Telephony Office-LinX system
•
Generate reports showing basic system administration such as call counts, port use, message counts
•
Understand how to record the system greetings
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Questions and Answers
The Supervisor is responsible for answering questions from users and having a working
knowledge of how the system operates. The Supervisor will also help new or inexperienced
users become accustomed to using the system. Resources can be found in a variety of
locations, including the following documents:
•
Server Installation Guide
•
Server Configuration Guide
•
Client Application Installation and User Guide
•
Telephone User Guide
Reporting problems
In the event that a user or caller reports a problem with the system, the Supervisor and/or
the vendor's technical personnel work to determine the cause of, and the solution to, the
problem. Problems may be a result of one or more of the following:
•
User error
•
Insufficient training
•
Incorrect system configuration
•
Faulty hardware
•
Faulty software
The Supervisor plays a central role in separating those issues that can be addressed from
within the organization (for example, training or user error), and those issues that need to be
addressed by the vendor's technical personnel. A complete description of the situation is
vital in determining the problem and the solution. Information should be gathered regarding
when the situation occurred, who was involved (caller and/or User), what occurred, and how
the system was being used at the time.
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Windows Dialing Plan
The TOL system Supervisor must setup the dialing rules specific to Windows. This helps
determine what should be dialed when making local and long distance calls. Dialing rules
may be set up from the Windows Control Panel, under Phones and Modems.
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1. Follow the path: Start > Settings > Control Panel > Phone and Modem Options.
The Phone and Modem Options screen appears:
1
2. Select the Dialing Rules tab. Click on Edit. The Edit Location screen appears:
3. Select the Area Code Rules tab. Click on New. The New Area Code Rule screen
appears:
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1
4. Enter the appropriate value in the area code text field.
5. You are presented with two options:
•
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In the Prefixes feature box, select the Include all the prefixes within this are code
radio button to apply to all calls made within a particular area code (stipulated
above). In the Rules feature box, select both the Dial: and Include the area code
checkboxes.
Alternatively,
•
Select the Include only the prefixes in the list below radio button. The Prefixes
to inlcude: listbox and the Add button are enabled.
•
Clicking on the Add button calls up the Add Prefix dialog box. Enter the desired prefix of the phone number(s) in the text field and click OK. In the Rules feature box,
select the checkboxes as required.
6. When you are finished, click OK. On the remaining screen, click Apply, then OK.
2
Configuring the Server
Logging On to the System on page 22
Navigating the Administration Console on page 23
CHAPTER 2 - CONFIGURING THE SERVER
2
Logging On to the System
Before you can configure the system, you must log in. Make sure that you have a valid user
name and password.
To log on to the system:
1. Run the program from Start > Programs or doubleclick on the Telephony Office-LinX
Admin icon on the desktop.:
2. In the User Name field, enter your user name.
3. In the Password field, enter your password.
NOTE: The default user name is Administrator. The default password is 1111.
The password is not case sensitive.
4. From the UM Server Name (IP Address) dropdown list, enter the IP address or the
name of a remote computer you want to access, then click OK. You can also click
Browse to search for a remote computer.
NOTE: There are two (2) kinds of Admin: Remote and Local (on the voice server).
For the Local admin, it is not necessary to enter the IP Address. For the Remote
admin, you may enter the IP Address if desired. When you install the Remote
Administrator, the system will ask you for the IP Address during installation
The Administration Console of the remote computer appears.
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Navigating the Administration Console
The Administrative Console allows you to configure, add, modify and delete information on
the PBX, Company, Mailboxes, Feature Groups, Call Routing Table, Voice Menus and
Customized Mailboxes. You can also specify the system configuration settings for both the
voice mail and optional applications such as external add-on devices and maintenance
utilities.
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2
Viewing an item’s properties
Each component has one or more items associated with it. For example, highlighting
Mailbox Structure displays all mailboxes associated with that company. By highlighting a
mailbox and rightclicking, you can perform any number of actions, including delete, copy or
display its properties.
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To view and delete properties:
1. Open the Administration console.
2. From the Admin tree (lefthand pane), highlight the component you want to configure
(feature group, for example). The items associated with the selected component appear
in the righthand (Main) pane.
3. In the righthand pane, rightclick on an item and select All Tasks > Properties.
Using the Action dropdown
The Action dropdown menu allows you to perform particular tasks based on where you are
in the program. For example, if you highlight the PBX and click on Action on the toolbar,
you are able to perform various tasks (these tasks are roughly those that can be accessed by
highlighting the item and rightclicking):
2
Modifying columns
You can change how the Telephony Office-LinX Server displays information on the screen.
To change the display:
1. Open the Administator console.
2. Click View > Choose Columns. The Modify Columns dialog box appears:
3. In this dialog box, you have the following options:
•
To hide a displayed pane, highlight it in the Displayed columns box and click Remove.
NOTE: You can not remove the PBX Number column.
•
To display a hidden pane, highlight it in the Available columns box and click Add.
•
To change the order of the columns, highlight a column entry and click Move Up or
Move Down.
4. To cancel all changes click Restore Defaults, then OK to return to the Administrator
console.
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2
Selecting a language
The Telephony Office-LinX Server allows you to change the language of the information
displayed on the Administration Console.
NOTE: The Administrator supports the following languages: English, French, Spanish,
German, Italian and Dutch. In order to have access to any other languages beyond
English (English is the system default language), you must install a language pack on
the TOL system. For information on how to install an additional language, refer to the
Server Installation Guide.
To change the language:
1. Click Language. The Language dropdown menu appears:
2. Select a language. The language you select is now in effect in the Administration
console.
Displaying contact information
You can display the Telephony Office-LinX Administrator version information by highlighting
the PBX and clicking Action > About.
The screen also displays the contact information that you enter(ed) in the Dealer Info section.
26
2
Connecting to a remote server
The Telephony Office-LinX system allows you to connect to a remote server from within the
system itself. This is useful if you want to connect to a remote system from within your voice
mail system.
To connect to a remote server:
1. In Admin, rightclick Telephony Office-LinX Admin and select Connect to. The Login
Information dialog box appears:
2. Enter your User Name and Password.
3. In the UM Server Name (IP Address) field, enter the IP address or the name of a
remote computer you want to access, then click OK.
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Maintaining the Configuration Files
Overview on page 20
Maintaining Configuration Settings on page 31
CHAPTER 3 - MAINTAINING THE CONFIGURATION FILES
3
Overview
Configuration tables contain system configuration settings for optional applications such as
fax, email configuration, external add-on devices, maintenance & unified messaging.
After the software has been installed, the Configuration Files will display all configuration
settings. You can then modify or finetune these default settings.
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3
Maintaining Configuration Settings
NOTE: Do not change the following configuration settings without first consulting
technical support. Changes may adversely affect how the system performs.
The Telephony Office-LinX Administrator features the following configuration settings:
Configuration
Function
Advanced
Specifies advanced settings such as finetune board settings, turning logs
on or off for debugging, date format, system path, and other option
activations.
Custom Interface Settings
Allows the configuration of custom interface settings, enabling the
integration of a third party database.
Dealer Info
Specifies the installing dealer information.
Device Management
Third party devices connect to the COM port such as Caller ID boxes,
SMDI or CTI devices.
Device Management Settings
Allows you to configure settings of added devices and Caller ID settings.
Fax Settings
Specifies fax on demand and fax mail settings.
Global Parameters
Allows you to configure the settings of specific boards and to display
pulse detection.
HTTP
Allows for the specification of HTTP settings.
IMAP Server
Allows for the specification of IMAP settings.
LDAP Synchronization
Allows for the specification of LDAP synchronization settings.
Logs
Specifies report logging on all the system components.
POP3 Server
Allows for the specification of POP3 mail settings.
Remote Site Setting
Specified both AMIS & VPIM settings.
Reorg
Allows for the scheduling of the reorg function.
Reports
Allows for the creation of activity reports for certain key TOL system
components, such as Client Manager and Web Client
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User Manager
Allows the administrator to add and edit user settings, including access
rights to the system.
Telephony Settings
Allows for the specification of board settings
VPIM/SMTP
Allows the configuration of the Simple Mail Transfer Protocol settings.
3
Advanced settings
The Advanced settings allow you finetune your Telephony Office-LinX system. Available
settings include board settings, enabling logs on or off for debugging, voice, and other
specific and detailed options.
NOTE: In order for the changes made to the advanced settings to take effect, it is
required that you shutdown and restart the Telephony Office-LinX service.
To configure Advanced settings:
1. In the Admin tree, expand Configuration and highlight Advanced. The Advanced
settings appear in the righthand pane:
2. For information on configuring these settings, refer to the following table:
Setting
Function
Consolidated Server Path
Location of the server on the system hard drive.
Date Format
This is the playback format of the date format for messages. Use the
DDMMYY format.
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3
Setting
Function
Disable Fax Detection
If set to True, this prevents the voice board from recognizing both
fax tones (1 and 2 below).
NOTE: If you set this parameter to True, both Disable Fax Detection
1 and Disable Fax Detection 2 must also be set to True.
Disable Fax Detection 1
If set to True, this prevents the voice board from recognizing fax
tone 1.
Disable Fax Detection 2
If set to True, this prevents the voice board from recognizing fax
tone 2.
Extension Length
This determines the extension length. Enter an integer.
First Day Of Week
This represents the first day of the week. Sunday is ’1’, Monday is
’2’, Tuesday is ’3’ and so on up to Saturday (’7’). Enter the
appropriate number for your environment.
Fixed Extension
This determines if the extension length is fixed. Select True (yes) or
False (no).
Function Time Out
This is the maximum time the system is to wait for a function to
complete its task before timing out.
Logo URL
Allows you to choose the logo URL.
Loop Current On In Dial
Select True to enable loop current detection during dialing. Select
False to disable this parameter.
Loop Current On In Record
Select True to enable loop current detection during recording. Select
False to disable this parameter.
Mass Recall Installed
Select True to indicate that mass recall is installed. Select False to
indicate that mass recall is not installed.
Messages Temporary Folder Path
This is an alternate folder for receiving messages.
Packet Exchange Server IP Address
How the voice server connects to the PBX.
Packet Exchange Server Port
This is for the port number of the packet exchange server.
Path for System
This allows you determine the path of the system.
Print Wakeup Calls
This allows you enable the printing of wakeup call activity.
Select Com 1, Com 2, Com 3 or Com 4, depending on your printer
port.
34
Proxy IP Address
This allows you to declare the proxy IP address.
Queue Debug Mode
This defines whether or not to queue the Debug Mode. Select True
or False.
3
Setting
Function
Queue Mode
This enables call queueing. A value of ’2’ is recommended.
Record with AGC
This indicates whether or not to use Automatic Gain Control during
recording. Select True or False.
SMS Account PIN
This allows you to enter the personal information number for the
SMS account.
SMS Account Username
This allows you to enter a username for the SMS account.
SMS Add Reply to Email
This allows you to add a reply to a SMS email message.
SMS HTTP Servers
This alows you to enter an http address.
SMS Provider
This allows you to select a SMS provider from a listbox.
SMS Reply to Phone Number
This allows you to send a SMS reply to a phone number.
SMS Site
This will display your SMS site name (http server).
Store MIME Format
This allows you to store messages in MIME format.
Time Zone
Specifies the default time zone
Transfer Time Out
With TAPI – This value indicates the amount of time the system will
wait after dialing an outside call over an analog CO line before
playing the prompt.
With Analog voice boards – If no connect or busy signal is
received by the end of the entered value, the system will assume a
not busy state and release the call.
Trim Digit
This enables the elimination of unnecessary digits at the beginning
of a string. Select True or False.
Trim From End of File
This enables the trimming of milliseconds from the end of a recorded
message.
TTS Mode
This allows you to choose the application to be used for Text-toSpeech. Select None or RealSpeak.
UMST Server Address
This allows you to enter the IP address of your UMST server. In most
cases, make sure the field contains the IP address 127.0.0.1.
UMST Server Port
This allows you to enter the port number that your UMST server is
using.
Use Mailbox Language as Default
This indicates whether or not to use the mailbox’s defined language
as the system language when a caller returns to the automated
attendant from the mailbox. Select True or False.
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Setting
Function
Use Port Monitor
This indicates whether or not the system will return a port to idle
after a fixed time period. Select True or False.
Voice Recognition Mode
This allows you to configure the application to be used for voice
recognition.
VPIM Voice Format
This allows you to select the audio form or type of compresion for
your VPIM messages.
Web Site URL
This allows you to declare your web site URL.
3
Custom Interface Settings
The Custom Interface Settings allow you to specify the configurations that permit
integration of a third party database into Telephony Office-LinX.
To configure Custom Interface Settings:
1. In the Admin tree, expand Configuration and highlight Custom Interface Settings.
The Custom Interface Settings screen appears in the right pane:
For information on configuring these settings, refer to the following table:
Setting
Function
Database Object Method Type
Enter a value of 1 to support PIN-to-mailbox translations only. Enter
a value of 2 (recommended) to provide a richer set of Interactive
Voice Response (IVR) functionality.
Database Object Name
Set the value to Object name.Get Destination, where Object name
is the calling program name.
Forced Popup from Database
Object
Select True to enable the forcing of pop ups from the database.
Select False to disable this parameter.
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Setting
Function
Get Destination from Database
Select True to enable the retrieving of the folder destination from
the database. Select False to disable this parameter. Pertains to the
IVR object.
On Max Errors
Select Hang Up to instruct the system to disconnect from the third
party database in situations where too many errors occur. Select
Operator to switch to the operator in situations where too many
errors occur.
3
Dealer Info Settings
The Dealer Information settings allow you to specify information pertaining to the dealer
who has installed the Telephony Office-LinX system.
To configure Dealer Info settings:
1. In the Admin tree, expand Configuration and highlight Dealer Info. The Dealer Info
Setting
Function
Contact Name
Shows the dealer representative contact name
Dealer Email
Shows the dealer contact email address
Dealer Fax
Shows the dealer contact fax number
Dealer Name
Shows the dealer company name
Dealer WebSite
Shows the dealer company website
Technical Support Number
Shows the dealer technical support phone number
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3
Device Management Configuration
Unlike other configuration settings, Device Management is made up of both devices and
settings. You can add a Serial Integration Device, a CTI Serial Integration Device and a Caller
ID Device. After you add a device, you can configure its settings, such as CTI Settings, Serial
Integration Setting, or Caller ID Setting. This allows you to manage the settings and the
integration of these specific devices.
To open Device Management settings:
1. In the Admin tree, expand Configuration and highlight Device Management.
Rightclick and select New. The following screen appears:
Follow the proceeding steps to configure each device type:
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3
Specifying a Serial Integration Device
The Serial Integration Device specifies the settings for a serial integration to a PBX. Most
setups are defined as Telco standard SMDI, or a proprietary switch standard.
To specify a serial integration device:
1. In the Admin tree, expand Configuration, highlight Device Management, then
rightclick New > Serial Integration Device. The Device: Serial Integration dialog box
appears:
HINT: You may also click Action > New > Serial Integration to access the
Device: Serial Integration dialog box above.
2. From the COM Port Number dropdown list select the appropriate value.
3. In the TCP/IP Address field, enter a value appropriate to your SMDI device.
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3
4. In the TCP/IP Port field, enter the value of the port in use. Click OK. The second Device:
Serial Integration dialog box appears:
NOTE: The value ranges in the COM Port Number/Baud Rate/Parity/Data Bits/
Stop Bits/Padding fields are entirely dependent on the switch employed by your
system. Consult with your Switch Administrator before altering these values.
5. From the COM Port Number dropdown list, select which port number is to be reserved
for COM objects or routines in a Windows environment.
6. From the Baud Rate dropdown list, select the maximum number of bits a modem may
send or receive.
7. From the Parity dropdown list, select the value to be used in determining the integrity of
data.
8. From the Data Bits dropdown list, select the number of bits to be used to represent one
character of data.
9. From the Stop Bits dropdown list, select which last two bits are to indicate the end of a
word.
10. From the Padding dropdown list, select a value to be used to prefix or pad an extension
number.
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11. In the Carrier Detect text field, enter a value (in milliseconds) that the modem is to wait
before indicating that the first packets of data have been received.
12. In the Clear To Send text field, enter a value (in milliseconds) that the receiving station is
to wait before indicating that it is ready to accept data.
13. In the Data Set Ready text field, enter a value (in milliseconds) that the modem is to
wait before indicating to the PC that it is able to accept data.
14. In the Request To Send text field, enter a value (in milliseconds) that the node is to wait
before attempting to initiate the sending of data.
15. In the Validation Time text field, enter a value (in seconds) that the system is to wait
before checking that data has been successfully sent or received.
16. In the Switch Data Packet Length field, enter the maximum digit length of the packets
being sent.
17. From the Protocol dropdown list, select the type of serial integration standard to be
used (SMDI, MCI or User Defined).
18. From the Hand Shaking dropdown list, select the protocol to be employed in
establishing communication between your system and another device.
NOTE: The value in the Hand Shaking field is of considerable importance, and
will require some amount of trial and error to set properly.
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19. Click Settings to define the SMDI properties. The SMDI Settings dialog box appears:
NOTE: Defining the SMDI settings being sent by the switch enables you to define
serial integration on the fly to further enhance PBX integration.
20. Select one or more of the following options:
Setting
Purpose
SMDI Always No Answer
Treats all busy / no answer conditions as no answer.
Use Message Desk as CO Line Number
Used for multi-tenanting configuration - message desk
configuration must be programmed on the phone system.
Use Short Mailbox No as CO Line
Number
Used for multi-tenanting purposes.
SMDI Debug Mode
Reports the log of all SMDI events
Use Office Codes
Used for central office integration in a centralized voice mail
setup
NOTE: This option must be programmed on the phone system.
21. In the Number of Digits in SMDI field, enter the maximum number of digits in a SMDI
string for the calling and called parties. The standard setting is 7 or 10 digits in length.
22. Click OK.
NOTE: After configuring the settings, you can always return to reconfigure them
at a later date by doubleclicking the device in the Device Management window.
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Specifying the Caller ID device
The Caller ID Device dialog box shows the specifications of the Caller ID Device you are
using.
To specify a Caller ID device:
rightclick New > Caller ID Device. The Device: Caller ID Device dialog box appears:
HINT: You can also click Action > New > Caller ID Device.
2. From the COM Port Number dropdown list select the appropriate value.
3. In the TCP/IP Address field, enter a value appropriate to your SMDI device.
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4. In the TCP/IP Port field, enter the value of the port in use. Click OK. The second Device:
Caller ID Device dialog box appears:
46
5. In the No of C.O. Lines field, enter the number of CO lines the device is monitoring.
6. From the Protocol dropdown list, select the type of caller ID device that will be used to
track and send caller ID (Rochelle, Zeus, CTI).
3
7. Click Settings to finetune the caller ID device settings. The Caller ID Settings dialog box
appears:
NOTE: Caller ID Settings allows you to define and finetune the settings for
monitoring and sending caller ID information within the system.
NOTE: If Caller ID Popups are required for all users of Call Manager, the Fake
Caller ID checkbox and Fake Caller ID Name/Fake Caller ID Number fields must be
selected and populated. As well, each user’s UM Client Manager settings and
Mailbox Transfer Options must have Caller ID settings set to Pop. For more
information, refer to Chapter 6 of this guide and Chapter 1 of the Client
Application User Guide.
8. Select the settings you want activated or finetuned:
Caller ID Setting
Function
Caller ID Installed
A third-party device installed for passing the caller ID.
Ask for Phone Number when No Caller
ID
Prompts the caller for a number when device fails to detect one.
Keep Caller ID in Forwarded Messages
When forwarding a message, maintain and attach original caller
ID information to the message.
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48
Play Caller ID if Say Date and Time is set
to Yes
Time and date stamp is played, in addition to caller ID
information.
Pop CTI Events Only
Only perform screen popups on events driven by the CTI Link.
Use PIN Number as Caller ID
Treat PIN number inputs as caller ID information.
Fake Caller ID
Define a fake number to use on all calls.
9. In the Caller ID Type field, enter the type of device connected for tracking caller ID such
as Rochelle, Zeus or CTI.
10. In the Caller ID Mode field, enter the mode in which the system receives the caller ID
information, such as inband, SMDI, or CTILink.
11. In the Caller ID Length field, enter the maximum digits that can be sent for caller ID
packets.
12. In the Pad Short Caller ID field, enter any prefixes (such as an area code) when only 7
digits are sent. It will pad the number to ensure a proper lookup in a database.
13. In the Max Items in Caller ID List field, indicate the maximum list view for the system
administration.
14. In the Fake Caller ID Name field, define a name that you want to appear on the screen
popups.
15. In the Fake Caller ID Number field, enter the number you want to appear on the caller
ID screen popups and messages.
16. Click OK.
NOTE: You can always return to reconfigure the settings by doubleclicking the
device in the Device Management window.
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Specifying CTI Serial Integration
CTI Serial Integration allows you to define the type of CTI integration you are receiving
through a serial link.
To specify CTI Serial Integration;
rightclick New > CTI Serial Integration Device. The Device: CTI Serial Integration
dialog box appears:
2. Click Settings. The CTI Settings dialog box appears:
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NOTE:CTI Integration settings allow you to finetune the information you will be
receiving via the CTI link.
3. Perform the following steps to configure CTI settings:
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•
Select CTI Installed to indicate that a CTI link from the PBX is active and available for
monitoring.
•
Select CTI Debug Mode to monitor and log the CTI events.
•
Select CTI Debug File to enable the creation of a debug file from CTI event monitoring.
•
Select CTI Object Debug to enable object debug.
•
Select Pop Caller ID When Event to enable the activation of screen popups on stationto-station and internal dialing.
•
Select CTI Message Light to use the CTI serial link to light a message light.
•
Select CTI Multiple Message Lights to use the CTI serial link to light multiple message
lights.
•
Select CTI Automatic Extension Change to use the CTI serial link to enable automatic
extension changes when altering the default address of a mailbox.
•
In the CTI Message Light Button field, enter the numeric digit on the phone keypad
that will enable the message light option. This is an optional setting for activating lights
through the link.
•
In the CTI Message Light Ports field, ‘indicate the ports on the switch where the lights
are located.
•
In the CTI Mode field, enter the type of CTI events that the system is to look for.
•
In the CTI Server Name field, enter the server machine or phone system on the network
that will be sending the CTI events.
•
In the CTI Version field, enter the version description of the CSTA or CTI link on the
switch.
•
In the CTI VM Group field, enter the VM ports that are to be monitored for events.
•
In the CTI First Trunk field, enter the first VM port to monitor.
3
•
In the Paging Zone from field, enter the appropriate PBX number.
•
In the Paging Zone to field, enter the appropriate PBX number.
•
In the PAD Extension with field, enter a numerical digit to represent the number of
spaces that will pad those unused in the screen popup when an incoming call contains a
string of digits less than the maximum specified.
4. Click OK.
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Specifying CTI TCP/IP integration
The TCP/IP Integration allows you to specify CTILINK or CSTA integration over TCP/IP.
To specify a TCP/IP integration device:
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1. In the Admin tree, expand Configuration, highlight Device Management, then click
New > CTI TCP/IP Integration Device. The Device dialog box appears:
2. In the TCP/IP Address field, enter the IP address of the phone system that is relaying the
CTI data.
3. In the TCP/IP Port field, enter the IP port the system will use to access the CTI link.
4. Click Settings. The CTI Settings dialog box appears:
3
5. Specify the following:
•
Select CTI Installed to indicate that a CTI link from the PBX is active and available for
monitoring.
•
Select CTI Debug Mode to monitor and log the CTI events.
•
Select CTI Debug File to enable the creation of a debug file from CTI event monitoring.
•
Select CTI Object Debug to enable object debug.
•
Select Pop Caller ID When Event to enable the activation of screen popups on stationto-station and internal dialing.
•
Select CTI Message Light to use the CTI serial link to enable the message lights.
•
In the CTI Multiple Message Lights field, enter the numeric digit on the phone keypad
that will enable the message light option. This is an optional setting for activating lights
through the link.
•
In the CTI Automatic Extension Change field, select to enable automatic extension
changes when the default address of a mailbox is altered.
•
In the CTI Message Light Ports field, indicate the ports on the switch where the lights
are located.
•
In the CTI Mode field, enter the type of CTI events that the system is to look for.
•
In the CTI Server Name field, enter the server machine or phone system on the network
that will be sending the CTI events.
•
In the CTI Version field, enter the version description of the CSTA or CTI link on the
switch.
•
In the CTI VM Group field, enter the VM ports that are to be monitored for events.
•
In the CTI First Trunk field, enter the first VM port to monitor.
•
In the Paging Zone from field, enter the appropriate PBX number.
•
In the Paging Zone to field, enter the appropriate PBX number.
•
In the PAD Extension with field, enter the numerical digit that will pad the unused
number spaces in the screen popup when you receive an incoming call that contains a
string of digits less than the maximum specified.
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6. Click OK.
Specifying Property Management System (PMS) Settings
PMS settings allow the user to integrate more fully the TOL system within the hotel
environment.
Specifying PMS Settings:
rightclick New > PMS Device. The Device dialog box appears:
2. From the COM Port Number dropdown list, select the port to which the PMS device is
connected.
3. In the TCP/IP Address field, enter the device’s TCP/IP address.
4. In the TCP/IP Port field, enter the device’s TCP/IP port number.
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5. Click on the Settings button. The PMS Settings dialog box appears:
6. Selec the PMS Installed checkbox to enable interaction with a property management
system (PMS) system for hotels.
7. Select the Welcome Message Active checkbox to activate a welcome message in a
room voicemail every time a room is reset.
8. In the PMS Mode field, specify the mode to be employed for PMS. Valid choices are File
or Sentinel. Note that this field is case-sensitive. Do not misspell the mode.
9. In the PMS Type field, enter which type of serial port protocol is to be employed.
Options include: Fidelio, Lanmark, CAPA, AVT, MCORP, Centigram and COMTROL.
10. In the Polling Interval field, enter the time interval (seconds) to be used to poll the
COM port for PMS events.
11. In the PMS Shared Directory field, enter the directory name in which the PMS is to
store files to be accessed by UM.
12. In the Local PMS Shared Directory, enter the local directory name in which these files
are to be stored.
13. In the Auto Action On Message field, specify which action the system is to
automatically perform when a message is received.
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14. In the PMS Checkout Message Destination field, specify the integer value to be
placed in front of the mailbox number of a departed guest. This action will create a
phantom mailbox to which messages will be forwarded, and where the guest/client may
retrieve them if needed. For example, if the PMS Checkout Message Destination value is
set at 7, and a guest checks out from room 197, messages may still be retrieved from
phantom mailbox 7197 until the next checkout action from that room is performed.
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15. Click OK.
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Device Management settings
Device Management Settings allow you to configure the settings of the devices that are
available. Refer to Device Management Configuration on page 40 for details on
configuring device settings.
Fax settings
Fax settings allow you to specify the information required for a user to be able to receive a
fax into the Auto Attendant. Fax On Demand can be used to forward the fax to an
appropriate mailbox or location.
To configure Fax Settings:
NOTE: There are three possible combinations available in setting up fax services: 1)
Inbound-soft fax, Outbound-soft fax; 2) Inbound-soft fax, Outbound-Gammalink;
3) Inbound-Gammalink, Outbound-Gammalink.
1. In the Admin tree, expand Configuration and highlight Fax Settings. Fax Settings
appears in the righthand pane:
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3
Setting
Function
Allow Printing of Faxes
This indicates whether or not users can print received faxes via the
telephone. Select True or False.
Ask For Extension Number
This indicates whether or not to ask the caller for an extension
number to put on the received faxes when using the Fax Mail
module. Select True or False.
Default Fax Mailbox
This defines the mailbox that incoming faxes will be delivered to if no
destination is given. Select a company, then a specific company
mailbox.
Default Fax Number
This defines the default number to dial to print received faxes. Enter
a number.
Dialing Suffix
This is the long distance account code required in order to make toll
calls from the Phone system. This will apply if the default fax number
is an external toll call.
Fax Board Type
This identifies the fax board that is integrated with the system. Select
one of the fax boards. Applies to inbound faxes only.
Fax Busy Timer
This indicates the number of seconds to wait after initiating a
transfer to the fax port before reverting back to an idle state.
Fax Directory
This specifies the path for the directory that contains the fax
documents.
Fax Mail Installed
This indicates whether or not the Fax Mail option is enabled for
receiving faxes. Select True or False.
Fax On Demand
This indicates if the Fax On Demand option is enabled. Select True
or False.
Fax Resolution
This sets the resolution type for fax transmissions. Select either
Coarse or Fine.
File and Path for Fax Viewer
This is the path to the directory containing the fax viewer application.
Local And Toll Area Code 1
This is the area code(s) in your region that covers both local and toll
calls.
Local And Toll Area Code 2
This is the area code(s) in your region that covers local calls.
NOTE: Code Number 1 for both entries is for 7-digit dialing. Code
Number 2 and higher are for 10-digit dialing.
Local Area Code 1
58
This is the first local area code for the country.
3
Setting
Function
Local Area Code 2
This is the second local area code for the country.
Local Area Code 3
This is the third local area code for the country.
Number Of Digits In Area Code
This indicates how many digits to view from the entered number as
the Area Code.
Number Of Digits In Phone Number This indicates how many digits to view from the entered number as
the Phone Number.
Number of Log Entries to Delete
This sets the housekeeping rules for deleting old fax log entries
starting from the oldest record.
Outbound Fax Board Type
This indicates the type of fax board for outgoing faxes.
Outside Line Access Code
This sets the code for line access to dial out a fax-on-demand call.
Path for Fax Drivers
This indicates the path to the directory that stores the fax drivers.
System CSID
This specifies the fax header information.
Toll Line Access Code
This defines the code for Alternate Carrier Access.
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Global Parameters
Global Parameters allow for the configuration of specific boards and pulse detection.
NOTE: These settings should be left as per their default values. Any changes will
require the system to be restarted.
60
To configure Global Parameters:
1. In the Admin tree, expand Configuration and highlight Global Parameters. Global
Parameters appears in the righthand pane:
Setting
Function
Digitization Rate
This is the value used for digitization.
Flash Character
This is the character used in a dial string to indicate that a hook flash
has occurred.
Flash Duration
This is the value of the duration of the hook flash in 10msec
intervals.
Loop Current Time
The value of the minimum time that the loop current must be off
before Loop Current CST can be generated (10msec intervals).
3
Setting
Function
Offhook Delay
The value for the offhook delay time (10msec intervals).
Pause Duration
The value of the length of a pause used in a dialing string. (10msec
intervals).
Pulse Break Interval
The value of the break interval for pulse dialing (10msec increments).
Pulse Inter Digit Delay
The value of the inter digit interval for pulse dialing (10msec
increments).
Pulse Make Interval
The value of the make interval for pulse dialing (10msec increments).
Pulse Maximum Make
The value of the maximum make pulse time for pulse dialing
(10msec increments).
Pulse Minimum Break
The value of the minimum break interval for valid loop pulse dialing
Pulse Minimum Interdigit
The value of the minimum inter digit interval for pulse dialing
Pulse Minimum Make
The value of the minimum make interval for pulse dialing (10msec
increments).
Record Tone Edge
The value for the Record DTMF filter time (10msec increments).
Record Tone Length
Indicates the event edge to use for record tone:
1=event detection on trailing edge of tone
2=event detection on leading edge of tone
Ring Delay
The value of the wait delay after which the ring count is reset (
100msec increments).
Ring Off
The value of the minimum Ring Off interval to detect an incoming
ring (100msec increments).
Ring On
The value of the minimum Ring On interval to detect an incoming
ring (100msec increments).
Scheduler Time
The value of the Scheduler Time Slice, expressed as the maximum
number of timer ticks (expressed in 1/20 sec), before the driver must
return control to the program (50msec increments).
Silence Debounce
The value of the Silence message debounce interval (10msec
increments).
Tone Duration
The value of the duration of dialed DTMF tones (10msec
increments).
Tone Inter Digit Delay
The value of the inter digit tone dialing delay (10msec increments).
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3
HTTP settings
HTTP settings allows you to view members of your voice mail system and the status of each
mailbox through any internet connection.
To configure your HTTP settings:
62
1. In the Admin tree, highlight Configuration > HTTP. Your HTTP parameters appear in the
righthand pane:
3
IMAP Server settings
IMAP server settings allow you to configure the IMAP messaging behaviours.
To configure your IMAP Server settings:
1. In the Admin tree, highlight Configuration > IMAP Server. Your IMAP Server
parameters appear in the righthand pane:
2. For information on configuring the settings, see the following table:
Setting
Function
Audio Format
This is the audio format for messages sent through IMAP
Composer pool timeout
The maximum length of time in milliseconds one must wait
before a new composer is created(for message creation).
Note: Composer is the IMAP component that translates
messages to mime format.
Connection delay
This is the allowable length of time to wait to connect
Encapsulate messages
Select True to allow the encapsulation of messages, False to
deny that option.
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64
HTML Content
Set to True to allowing the sending of messages in HTML
format.
IDLE Enabled
Set to True to enable Idle mode
IMAP Enabled
Set to True to enable IMAP
IMAP Port
This is the IMAP port
IP Address
This is the default IMAP gateway address.
Maximum number of Composers
Session timeout (ms)
This is the length of time (in milliseconds) to wait before timing
out the session.
The maximum number of sessions
This is the maximum allowable number of IMAP sessions.
TNEF Extension
This is the message class or ID.
3
LDAP Synchronization settings
LDAP Synchronization settings allow you to specify your LDAP synchronization settings.
To configure LDAP Synchronization settings:
1. In the Admin tree, expand Configuration and highlight LDAP Synchronization. The
Log settings appear in the righthand pane:
Settings
Function
Anonymous access
Select True if an anonymous connection is to be used
Authorization Type
Allows you to select the synchronization authorization type. Select
Simple if simple authentication is to be used, or GSS if GSS
authentication is to be used.
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66
Settings
Function
Base DN
This is for the unique base name.
Class schema for contact
This is for the object’s class name to be synchronized with Public
Contact.
Class schema for group
This is for the object’s class name to be synchronized with Feature
Group.
Class schema for mailbox
This is for the object’s class name to be synchronized with mailbox.
Directory application server
Allows you to select the LDAP directory server. Your choices are
Microsoft Active Directory, Novell eDirectory, iPlanet, or
Others.
Domain
This is for the User’s domain name.
Feature Group Filter DN
This is a data string describing what you are looking for on the
directory server.
Feature Group Search DN
This is a data string describing the directory server location. This is
the feature group search location.
Feature Group search scope
Select One level for a one-level search, or Sub-tree level for a
multiple-level search.
FG Last check date
This value is read-only.
FG Last check USN or Date
Host name
This is for the directory server name.
Language
Allows you to select the language of the active system.
Last check date
LDAP Port number
Specify the LDAP port number.
LDAP Version
Specify the LDAP protocol version.
Page size
Indicates the number of entries to show per page when retrieving
results from the server
Paging allowed
Select True to enable paging specifications.
Password
This is for the administrator password.
PC Last check date
PC Last check USN or Date
Pop up the query window
Set to True to enable query window popup, set to False to disable.
Public contact Filter DN
directory server
3
Settings
Function
Public contact Search DN
the public contact search location.
Public contact search scope
multiple-level search
SSL connection
Select True if Secure Socket Layers are being used
Synchronization Time (the last
time)
This value is read-only
Synchronization timeout
Allows you to specify the maximum number of seconds before a
connection and/or operation times out
Synchronization Type
Allows you to select the type of synchronization to occur. Select
DateTime only when you want synchronization between the
messaging and directory servers to occur on a time basis. In most
cases, you will select USN.
Synchronization USN (The last
value)
Timeout
Allows you to specify the maximum number of seconds before a
connection and/or operation times out.
Update phone number
Select True to allow a phone number(s) to be updatred, or False to
deny that option.
User DN
This is the unique name for the User (admin).
User Filter DN
directory server.
User Search DN
the user search location.
User search scope
multiple-level search
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Log settings
Log settings allows you to specify report logging on all system components.
To configure Logs settings:
68
1. In the Admin tree, expand Configuration and highlight Logs. Log settings appears in
the righthand pane:
Settings
Function
Admin Log Level
This will create a log file for all Admin activity.
Business Object Log Level
This will create a log file for all EE Application Manager activity.
Days to Keep Report Logs
Defines the number of days log files will be stored.
Debug Level
This sets the level of information sent to a log file when Debug mode
is activated. Enter a number between 0 and 5, depending on the
level of detail required.
Debug Mode
Debug mode for all main voice server activities.
Log Fax Activity
Logs all fax activity.
Log Lan Activity
This will create a log file for all Lan activity.
3
Settings
Function
Log Mailbox Activity
This will create a log file for all Mailbox activity.
Log Mass Recall
Logs all Mass Recall activity.
Log Message Lights
Logs all Message Light activity.
Log PMS Activity
Logs all Property Management System activity.
Log Queue Activity
Creates a log file for all Queue activity.
Log Record Termination
Creates a log file for all Record termination activity
Log SMDI
Logs all SMDI activity.
Log Speech Engine
Ceates a log file for all Log Speech Engine activity.
Log System Statistics
Creates a log file for all system statistics.
Log Wakeup Calls
Creates a log file for all Wakeup Call activity.
Status Log Level
This indicates the status of logs created.
Trace Log Level
This indicates the level of activity of the logs created.
UMST Log Level
This will create a log file for all UMST activity.
VPIM/SMTP Debug
This allows for VPIM/SMTP debug.
VPIM/SMTP Log Level
This indicates the level of information sent to a log file for all VPIM/
SMTP activity, provided debug is activated.
NOTE: Log and Debug information allows Esna’s technical support representatives
to more accurately pinpoint server issues. If there are no problems, however, you
should leave your Log and Debug settings as default or even disable them entirely.
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POP3 Server settings
POP3 Server settings allow you to specify POP3 server settings.
To configure POP3 Server settings:
1. In the Admin tree, expand Configuration and highlight POP3 Server. POP3 Server
For information on configuring these settings, refer to the following table
70
Settings
Function
Audio Format
This is the default audio format for POP3 voice messages.
Connection delay
This is the number of times a message send attempt will occur
before the sender receives a "message delayed" notification.
Select True to allow the encapsulation of messages, False to
deny that option.
3
Settings
Function
HTML Content
Set to True to allowing the sending of POP3 messages in HTML
format.
IP Address
This is the default IP address for POP3 messages.
POP3 enabled
This indicates whether or not POP3 is enabled.
POP3 Port
Indicates the port used for POP3 messaging.
Session timeout (ms)
Indicates the length of time (in milliseconds) that can pass
before the session times out.
The maximum number of sessions
Indicates the maximum number of POP3 sessions allowed.
TNEF Extension
This is the message class or ID.
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Remote Site Setting
Remote Site Setting allow you to specify both AMIS and VPIM settings.
To configure Remote Site settings:
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1. In the Admin tree, expand Configuration and highlight Remote Site Setting. Remote
Site Setting appears in the righthand pane:
For information on how to configure these settings, refer to the following table:
Setting
Function
AMIS Initial delay
The value of the delay, in seconds, that the system will use to ignore
the C tone sent by AMIS. This is required only if there is a C tone sent
via the Inband signaling from the PBX. Set to zero if no delay is
needed.
Remote Site Installed
Indicates if remote networking is installed. Required for AMIS/VPIM.
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Reorg Settings
Reorg settings allow you to specify how to run and activate the Reorg function (a database
maintenance function).
To configure Reorg settings:
1. In the Admin tree, expand Configuration and highlight Reorg. The Remote Site
Setting
Function
Backup Files Before Reorg
Indicates whether or not to back up the database files before
initiating the reorg.
Batch Files to run at Reorg Time
Defines a batch file to initiate before the reorg is performed. (i.e.
network or tape drive backup)
Reorg Time
Sets the time of day (24-hour format) to initiate the reorg function.
Select the Disable Reorg checkbox to disable the reorg function.
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Reports Settings
Reports settings allow you to enable or disable specific component activity reports.
To configure Reports settings:
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1. In the Admin tree, expand Configuration and highlight Reports The Reports settings
appear in the righthand pane:
For information on how to configure these settings, refer to the following table:
Setting
Function
Administration Activity Report
Select True to allow for the creation of administration activity
reports.
ASR Activity Report
Select True to allow for the creation of ASR activity reports.
Call Activity Report
Select True to allow for the creation of call activity reports.
Mailbox Activity Report
Select True to allow for the creation of mailbox activity reports.
Message Activity Report
Select True to allow for the creation of message activity reports.
Notification Activity Report
Select True to allow for the creation of notification activity reports.
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Remote Sites Activity Report
Select True to allow for the creation of remote sites activity reports.
Telephony Activity Report
Select True to allow for the creation of telephony activity reports.
Transfer Activity Report
Select True to allow for the creation of transfer activity reports.
UC Client Manager Activity Report
Select True to allow for the creation of Client Manager activity
reports.
Voice Menu Activity Report
Select True to allow for the creation of voice menu activity reports.
Web Client Activity Report
Select True to allow for the creation of Web Client activity reports.
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User Manager Settings
The User Manager settings allows you to specify one or more Administrators and the system
properties that they can control. The Administrators can have control over the entire
Telephony Office-LinX system, ranging from selected functions (for example, Edit PBX) to Full
Access.
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To configure User Manager settings:
1. In the Admin tree, expand Configuration and highlight User Manager. The User
Manager settings appear in the righthand pane:
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2. Rightclick User Manager and select New > User Manager to add a new user, or
rightclick an existing user and select All Tasks > Properties. The User Properties dialog
box appears:
•
In the User Name field, enter the name of the User.
•
In the Full Name field, enter the User’s full name.
•
In the Description field, enter the User’s title/duty.
•
In the Password field, create a password.
•
In the Confirm Password field, re-enter the password.
•
From the Language dropdown list, select the language preference for this administrator.
NOTE: If multiple language support is needed for your administrators, you must
create a new administrator for each language. When accessing the Supervisor
Menu in the Telephone User Interface, the password entered for the configured
Administrator account will define which language to play.
•
From the Related Company dropdown list, select the companies this administrator has
administrative rights over.
•
Select the Account Disabled checkbox to disable the account.
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3. Select the following checkboxes to indicate what tasks the administrator can perform:
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Task
Function
Full Access
Allows a user full access to the system.
Edit System Configuration
Allows the administrator to edit system configuration files.
Edit PBX
Allows the administrator to edit the PBX.
Add/Delete/Edit Company, Feature
Group, Remote Site, Routing Table,
Voice Menu, Customize TUI
Allows the administrator to add, edit, and delete a company, feature
group, remote site, routing table, voice menu, and to customize a
TUI.
Add Range of Mailboxes
Allows the administrator to add a range of mailboxes.
Create/Edit/Delete Mailbox
Allows the administrator to create, edit, and delete a mailbox.
Log Management
Allows the administrator to set and define logs.
Backup Management
Allows the administrator to perform and define backup
management.
Report Management
Allows the administrator to define and create reports and run the
Web Reporter utility.
4. Click OK.
NOTE: You must be logged in as an administrator to be able to edit and delete
User Manager settings.
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Telephony Settings
To configure Telephony Settings:
1. In the Admin tree, expand Configuration and highlight Telephony Settings. The
Telephony Settings appear in the righthand pane:
2. For information on configuring these settings, refer to the following table:
Setting
Function
Accucall External File Name
(Brooktrout only)
Indicates the external filename used.
Accucall File Name (Brooktrout
only)
Indicates the accucall filename used.
Accucall Internal File Name
(Brooktrout only)
Indicates the internal filename used.
Accucall Other File Name
(Brooktrout only)
Indicates the other filename used.
Norstar 7310 Dialing
Allows for out-dialing to be performed on the virtual set dial pad
rather than via the voice boards (Dialogic).
Norstar Busy Time Out
Used to set timer for Busy Transfer.
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Setting
Function
Number of Channels
Indicates the total number of voice channels installed. *Must be set by
the administrator.
Number of Digits in Message
Count for Display
This value sets the number of digits used to send to a display pager or
a supported display PBX telephone indicating the number of the
message sending the notification.
Refresh Ports Interval
Indicates the time interval between generating an offhook/onhook
sequence on each port. Used to keep ports listed as active in certain
PBXs.
Silence Truncation
Removes silence from recording (used for Rhetorex only).
Telephone System Name
Indicates the make of the telephone system.
Voice Board Type
Indicates the type of voiceboard used.
Vox Format
Indicates the format of all recordings in the system (for example,
WAV).
3. Doubleclick on the parameter you want to configure. The Edit String dialog box appears:
4. The Value Name field displays the parameter you are configuring. From the Value Data
dropdown list, select True to enable the setting or False to disable it.
5. Click OK to configure the setting.
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VPIM/SMTP Settings
VPIM/SMTP settings allow you to configure VPIM server behaviour.
To configure your VPIM/SMTP settings:
1. In the Admin tree, highlight Configuration > VPIM/SMTP. The VPIM/SMTP parameters
appear in the righthand pane:
For information on configuring the settings, see the following table:
Setting
Function
Admin Email
Indicates the administrator’s email address.
Audio format for SMTP
This is the audio format for SMTP voice messages.
Audio format for VPIM
This is the audio format for VPIM voice messages.
Binary Mode
Set to False to allow binary encoded messages.
Set to False to allow binary encoded
messages.
Enable to have the system check the domain of message
senders, for purposes of confirming the legitimacy of message
source.
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DNS PTR record checking for sender’s IP
address
Select True to enable DNS PTR record checking for a sender’s IP
address.
Select True to enable message encapsulation, False to disable.
Fax gateway authorization
Enable to authenticate fax gateway before sending a fax
message.
Fax gateway default company
Indicates the default company number for sending of faxes.
Fax gateway domain
Indicates the domain of the fax gateway.
Forwarding allowed
Set to True to enable the forwarding of messages from remote
machines.
HTML Content
Set to True to allowing the sending of messages in HTML
format.
HTML Filter
Allows for the filtering of HTML in messages to text.
IP Address
This is the default IP address for SMTP messages.
Maximum of the SMTP tasks
Indicates how many SMTP messages can be processed at one
time.
Maximum of the VPIM tasks
Indicates how many VPIM messages can be processed at one
time.
Smarthost
In case of a "non-connected" PC, all messages will be sent after
being forwarded to this connected host.
SMS Length limit
Determines the length of a SMS text message.
SMTP Enabled
Indicates whether or not SMTP is enabled.
SMTP Port
Indicates the port used for SMTP messaging.
The maximum number of incoming
connections
This is for the maximum number of VPIM/SMTP connections
allowed.
The number of attempts before delay
notification
Indicates the number of times a message send attempt will
occur before the sender is sent a "message delayed"
notification.
The number of delivery attempts
Indicates the number of times a message delivery attempt will
occur before the sender is sent a "message delivery failure"
notification.
TNEF Extension
This is the message class or ID
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Maintaining a PBX
Overview on page 82
Specifying General Options on page 87
Specifying Transfer parameters on page 95
Specifying Call parameters on page 98
Specifying Disconnect parameters on page 100
Modifying Message Light parameters on page 103
Specifying Inband parameters on page 105
Specifying the Dial Plan on page 108
Specifying the PBX Node on page 113
CHAPTER 4 - MAINTAINING A PBX
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Overview
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When you run the system for the first time, it is pre-configured for the Telephony Office-LinX
phone system. If you are configuring the UC for another phone system, you must first use
the configuration wizard to select the manufacturer and model of the company’s phone
system. This integrates the system with the current switching device. Once the setup is
complete, you can go back and modify the existing PBX settings.
NOTE: You must have the boards installed prior to connecting to a PBX other than
Telephony Office-LinX. For more information, refer to the Server Installation Guide.
Make sure that you have completed the reconfiguration before modifying the PBX.
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PBX
The PBX screen
The PBX screen can be accessed from the Admin screen. In the Tree tab (lefthand pane) of
the Admin screen, rightclick on the PBX, then leftclick on Properties. The PBX screen
appears, as above.
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Using the toolbar buttons
The following four (4) buttons allow you to perform various tasks within the PBX application:
Button
Name
Function
Save PBX
Saves the revised details of the PBX.
Refresh PBX
Refreshes the screen.
Uses information from another PBX configuration.
PBX Templates
NOTE: When you choose another PBX, Telephony Office-LinX
pastes this information to the appropriate tab.
Add New PBX Template
Allows you to specify new PBX configuration.
Adding a new PBX template
You can add a new PBX configuration so that it can be readily used as a template.
To add a new PBX template:
1. On the PBX screen, click the Add New PBX Template button. The New PBX Template
dialog box appears:
2. Select the Add New Model to Manufacturer radio button and select the manufacturer
from the dropdown list.
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OR
Select the Add New Manufacturer radio button.
3. Click OK. The PBX > General screen appears.
4. In the Manufacturer field, enter the new manufacturer you want to add.
NOTE: This field is enabled only if you elected to add a new PBX manufacturer.
5. In the Model field, enter the new model.
6. In the Version field, enter the model version.
7. Select the PBX Extension Length Fixed checkbox.
8. In the PBX Extension Max Length field, enter the maximum length of the extension.
NOTE: The default settings for the TOL Server switch are configured to have the
Fixed Length checked off with an Extension length of 3.
NOTE: If you have not selected the PBX Extension Length Fixed checkbox, the
number you enter in the PBX Extension Max Length field determines the
variable length of the PBX extensions. For example, if you enter 5, the PBX
extension can be from one to five integers in length.
9. Click the Save PBX button.
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Modifying the PBX
Telephony Office-LinX allows you to modify PBX settings.
To modify the PBX:
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1. In the Admin tree highlight the PBX, rightclick and select Properties. The PBX >
General screen appears:
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Specifying General Options
From the PBX > General screen, you can change the manufacturer, model and version of
your PBX.
To specify General Options:
1. Click the PBX Templates icon to change the manufacturer, model and version of the
PBX in use. The PBX Templates dialog box appears:
2. From the Manufacturer dropdown list, select the manufacturer of your PBX.
3. From the Model & Version dropdown list, select the model and version of the PBX you
are using and click OK. When the Warning dialog box appears, click OK. The General
screen displays the information you selected.
4. Select the PBX Extension Length Fixed radio button if you want the extension to be of
a fixed length.
5. In the PBX Extension Max Length field, enter the maximum ength of the extension.
NOTE: The default settings for the switch are configured to have the Fixed Length
checked off with an Extension length of 3.
If you have not selected the PBX Extension Length Fixed checkbox, the number that
you enter into the PBX Extension Max Length field determines the variable length of
the PBX extensions. For example, if you enter 5, the PBX extension can be from one to
five numbers in length.
6. Click the Save PBX button.
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Setting Dialogic channel parameters
CAUTION:Do not change these channel parameters.
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When you install Telephony Office-LinX, the system automatically preloads the required
settings regardless of the voice board it has detected. Channel Parameters allow you to
change one or more of these predetermined settings. Here you can also configure the voice
mail to integrate with other PBX systems.
When installing Telephony Office-LinX with a Dialogic voice board, the Dialogic dialog box
allows you to change one or more of these preinstalled parameters.
To change a Dialogic channel parameter:
1. On the PBX>General screen, click the Channel Parameters button. The Dialogic dialog
box appears:
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2. Select Internal, External, or Other to indicate the source of the call and the strength of
the signal.
3. Change one or more of the displayed fields:
Field
Function
Start Delay
The delay, once dialing has been completed and prior to analysis for Cadence
Detection, Frequency Detection, and Positive Voice Detection, in 10 msec
increments. The default is 250.
Continuous No Signal
The maximum time of silence (no signal) allowed immediately after Cadence
Detection begins. If exceeded, a no ringback is returned in 10 msec
Loop Current Delay
The delay after dialing has been completed and before beginning Loop
Current Detection in 10 msec increments. A value of –1 indicates to Disable
Loop Current Detection. The default is 4000.
Loop Current Delay 1
The delay after Loop Current Delay detects a transient drop in loop current
and before Call Analysis returns a connect to the application in 10 msec
Hello Edge
The point at which a connect will be returned to the application.
Valid Range 1 (rising edge – immediately when a connect is detected) or 2
(falling edge – after the end of the salutation. The default is 2.
Continuous NonSilence
The maximum length of the first or second period of nonsilence allowed. If
exceeded, a no ringback is returned in 10 msec increments. The default is
6500.
Reserved
Reserved. This must be set to zero.
Intercept Mode Flag
This parameter enables or disables SIT-Frequency Detection, Positive Voice
Detection (PVD), and/or Positive Answering Machine Detection (PAMD), and
selects the mode of operation for Frequency Detection. The default value is 4.
Do NOT tamper with this setting unless so advised by Esna TechSupport.
Reserved
Reserved. This must be set to 1.
Maximum Answer
The maximum allowable length of Answer Size. When Answer Size exceeds
Maximum Answer, a connect is returned to the application in 10 msec
Answer Deglitcher
The maximum silence period allowed between words in a salutation. This
parameter should be enabled only when you are interested in measuring the
length of the salutation. Measured in 10 msec increments.
A value of –1 disables this condition. The default is –1.
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Field
Function
Dial Tone Present
The length of time that a dial tone must be continuously present. Measured in
10 msec units. The default is 1000.
Dial Tone Not Present
The maximum length of time to wait before declaring dial tone failure.
Measured in 10 msec increments. The default is 3000.
Dial Tone Debounce
The maximum gap allowed in an otherwise continuous dial tone before it is
considered invalid. Measured in 10 msec increments. The default is 100.
PAMD Fail Time
Maximum time to wait for Positive Answering Machine Detection or Positive
Voice Detection after a cadence break. Measured in 10 msec increments. The
default is 4000.
Minimum PAMD Ring
Minimum allowable ring duration for Positive Answering Machine Detection in
10 msec increments. The default is 1900.
No Answer
Length of time to wait after first ringback before deciding that the call is not
answered. Measured in 10 msec increments. The default is 30000.
Maximum Inter-ring Delay Maximum time to wait between consecutive ringback signals before deciding
that the call has been connected. Measured in 10 msec increments. The
default is 8000.
4. Click OK.
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Specifying a fax board extension
Specifying a fax board extension which allows you to match a port number to an extension
number. When a fax is received by the voice mail system, the fax call will be transferred to
the specified extension.
NOTE: Fax board settings must be configured only if you have either fax mail or fax on
demand software installed. In addition, a fax board must be installed on the fax server.
NOTE: The following settings apply to all but soft fax.
To specify a fax board extension:
1. On the PBX>General screen, click the Fax Board Extensions button. The Fax Board
Extensions dialog box appears:
•
In the Port Number field, enter the fax port on the installed fax card.
NOTE: You must enter the port numbers in consecutive order. If you are specifying
more than one fax port, they must be specified in numerical order.
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•
In the Extension Number field, enter the analog extension connected to the associated
port.
•
In the Voice Server field, enter the voice server name.
•
In the PBX Node field, enter the PBX node.
3. Click OK, then the Save PBX icon.
Specifying a voice mail extension
In the Telephony Office-LinX system, you must match the port number with the line number
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declared in the PBX Configuration.
NOTE: These are predefined during installation of the switch. For more information,
refer to the appropriate TAPI guide.
To specify a voice mail extension:
1. On the PBX > General screen, click Voice Mail Extensions. The Voice Mail Extensions
dialog appears and displays the number of ports that have been installed to the system:
NOTE: If you are using inband integration, these extensions do not have to be
populated. If you are using SMDI, Ericsson MD 110, or MCI integration, the
extensions must be populated.
•
In the first Extension Number field, enter the first extension number. When you click on
the next Extension Number field, the system asks if you would like the auto adding of
all line numbers.
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Click Yes to let the system add the rest of the extension numbers or click No to enter the
rest of the extension numbers manually.
NOTE: The extension numbers must be entered in consecutive order (for example,
100, 101, 102, etc). If an extension number changes, you must specify the new
Port Number/Extension Number combination.
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In the Voice Server field, enter the voice server name.
•
In the PBX Node field, enter the PBX node of the extension.
3. When all of the extension numbers have been specified, click OK and Save PBX.
NOTE: For a 3COM TAPI installation, enter 7001 in the Extension Number field
and 3COM in the Voice Server field. Click OK.
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Specifying Caller ID lines
While Telephony Office-LinX supports caller ID, some PBX systems require that all calls first
go through a third-party caller id device (for example, Rochelle), which then passes them to
the PBX.
To specify caller ID lines:
1. On the PBX > General screen, click Caller ID Lines. The Caller ID Lines dialog box
appears:
2. In the Port Number field, enter the number of the first port. When you click on the next
Line Number field, the system prompts you to confirm the auto adding of all line
numbers.
3. In the Voice Server field, enter the PBX node.
4. When all of the line numbers have been specified click OK, then the Save PBX toolbar
button.
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Specifying Transfer parameters
The Transfer screen allows you to specify the actions required to perform a transfer
generated by the voice board.
To specify Transfer parameters:
1. From the PBX screen, click the Transfer tab:
2. Change one or more of the displayed fields:
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Action
Function
Blind Transfer Code
A transfer that is done blindly, without supervision.
Supervised Transfer Code
Sequence to place caller on Hold and perform a supervised transfer.
The following Special Characters may be used (’&’ - Flash Hook, ’-’
Pause).
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Action
Function
No Answer Release Code
Sequence to return to caller in the event of a no answer. The
following Special Characters may be used (’&’ - Flash Hook, ’-’
Pause).
Busy Release Code
Sequence to get caller back in the event of a busy signal. The
following Special Characters may be used (’&’ - Flash Hook, ’-’
Pause).
Connect Code
Sequence to connect a call. If your telephone switch requires a
connect code (a code that must be dialed when connecting a
transferred call), here is where you would define it.
The following special characters may be used (’&’ - Flash Hook, ’-’
Pause).
Hands Free Announce Code
Sequence to connect a call. If your telephone system requires a
connect code (a code that must be dialed when connecting a
transferred call), here is where you would define it.
The following Special Characters may be used ((’&’ - Flash Hook, ’-’
Pause).
Call Pickup Code
Code to initiate the pick up of a call from another station.
Conference Code
Code to establish a conference call to record the conversation. The
default code is S.
Centrex Transfer Code
Code to release a Centrex transfer call. For example, the transfer
code for a Norstar System is KN71.
Centrex Release Code
Code to release a Centrex transfer call
Centrex Recall Code
Indicates the code to dial to recall a Centrex transferred call.
Default Rings
The number of rings before system returns a no answer.
Barge In
Code to enable the function that allows a third party to enter into an
existing conversation.
Centrex N/A recall code
Indicates the code to recall a no answer call.
Centrex busy recall code
Indicates the code to dial to recall a busy transferred Centrex call.
Centrex conference code
Indicates the code to establish a Centrex conference call to record
the conversation.
Centrex cancel conference code
Indicates the code to cancel a Centrex conference call.
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Action
Function
Cancel conference code
Indicates the code to cancel a conference call.
Code pause duration
The duration (in milliseconds) for a pause.
3. Select the Conference Splitable checkbox to allow for the conference split feature.
Conference Split allows you to split a conference and speak privately with the original
party.
4. Click the Save PBX toolbar button.
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Specifying Call parameters
The PBX > Call screen allows you to specify call parameters for your PBX.
NOTE: A DTMF tone is a tone generated when a key (on a telephone keypad) is
pressed. The tone is decoded and the exchange determines which key was pressed.
These values are PBX-specific and may or may not pertain to the PBX on your system.
To specify Call parameters:
1. From the PBX screen, select the Call tab:
2. Select the Allow Server Dialing checkbox to enable server, rather than User, dialing.
3. In the DTMF inter-digit timeout field, enter the DTMF inter-digit timeout of your PBX.
4. In the DTMF dial tone field, enter the DTMF dial tone of your PBX.
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5. In the DTMF call progress box, specify the following:
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•
Select the DTMF call progress tone checkbox to allow for DTMF call progress tones.
Call progress tones are tones sent from the switch to tell the caller of the progress of the
call. Busy, for example.
•
In the DTMF ringing tone field, enter the DTMF ringing tone of your PBX.
•
In the DTMF answer tone field, enter the DTMF answer tone of your PBX.
•
In the DTMF busy tone field, enter the DTMF busy tone of your PBX.
6. In the Connection delay field, enter the duration (in milliseconds) of the connection
delay.
7. In the One ring duration field, enter the duration (in milliseconds) of the PBX ring.
NOTE: Mismatching values and fields will of course cause the system to work
improperly.
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Specifying Disconnect parameters
The Disconnect screen allows you to define the parameters sent to the Telephony OfficeLinX system indicating that a call has been terminated.
To specify Disconnect parameters:
1. From the PBX screen, select the Disconnect tab:
•
In the Hangup Code field, enter the DTMF code supplied by the PBX to signal a disconnect.
NOTE: This information is necessary only if required by the PBX.
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102
•
In the Hangup Delay Time field, enter the length of time (in seconds) the system is to
wait before hanging up after receiving the hangup code.
•
In the Silence Detection field, enter the maximum length of silence (in seconds) that
the system is to consider a disconnect.
•
In the Noise Detection field, enter the maximum length of noise (such as dial tone) that
the system is to consider a disconnect.
3. Click Save PBX.
Editing the disconnect tone (Analog integrations)
Telephony Office-LinX allows you to define the type of signal used as the disconnect tone for
the PBX. This tone is transmitted from one end of the user line or trunk to indicate to the
other end that the established connection should be disconnected.
NOTE: If no disconnect tone has been detected, you must first determine the
frequency of the unrecognized prompt. To do this, use a secondary audio application
(Prompt Studio, for example). In most cases, however, you do not need to make any
changes since your disconnect settings were pre-set during installation.
To edit a disconnect tone:
1. Click Edit. The Disconnect dialog box appears:
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•
In the Frequency 1 field, enter the first frequency.
•
In the Frequency 2 field, enter the second frequency.
•
In the Cadence On field, enter the amount of time that the signal is on.
•
In the Cadence Off field, enter the amount of time that the signal is off.
•
In the No of Cycles field, enter the number of cycles that Telephony Office-LinX analyses
before reporting the disconnect signal.
NOTE: ESNA Technologies recommends a value of 2 cycles for the latter field.
3. Click OK.
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Modifying Message Light parameters
The Message Light dialog allows you to activate or deactivate message waiting lights after a
message has been sent to a mailbox.
To modify Message Light parameters:
1. From the PBX screen, select the Message Light tab:
•
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In the On Code field, enter the code to turn on the message light. If this field is left
blank, Telephony Office-LinX uses the code contained in the system parameters for activating message waiting lights.
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•
In the Off Code field, enter the code to turn off the message light. If this field is left
blank, the system uses the code contained in the system parameters for deactivating
message waiting lights.
NOTE: You must ensure that the letter ’E’ is included as a suffix to the On and Off
Codes. The letter ’E’ signifies ’extension’.
•
In the Interval Time field, enter the frequency that the system will check ports set to
notify. The system checks to see if there is an outcall event to be performed.
•
Select the Wait for Dial Tone checkbox to instruct the system to check for the dial tone.
If selected, when the system goes off hook, it checks for the dial tone first. If no dial tone
is detected, it returns to the company greeting. If the checkbox goes unselected, the system returns immediately to the company greeting.
•
Select the On Hook checkbox to instruct the system to send the message light codes to
the telephone system.
•
Select one of the following radio buttons:
Select Dial Digits and indicate in the enabled field which port to use to enable lighting
of the message waiting light. In the Channels field, enter the channels assigned to display the Message Waiting Light.
Select Send Through COM if the Message Waiting Light is triggered by a serial port.
From the Device dropdown list, select the COM port.
Select the CTI radio button to enable message waiting lights using MiTAI. CTI is the
mechanism by which the message lights function.
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Specifying Inband parameters
If your telephone system does not have C.O. Line identification, Telephony Office-LinX allows
you to simulate this feature.
NOTE: Set up the C.O. Lines to ring into real extensions that are programmed to
forward all calls to the system. On the "Inband Parameters" screen, enter the inband
that you would normally receive from a forwarded extension into the Parameter 190 "Inband Outside C.O. Call". On the company screen, enter the extension number of
this forwarded extension in the C.O. Lines field.
To specify Inband parameters:
1. Click on the Inband tab:
Whether or not these fields are populated will depend on the switch that was selected
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when the PBX was configured. If your PBX uses a Serial Integration, the Inband tab will
display it. If your integration is Inband, the Inband dialog displays both the Options and
the Definition tab.
NOTE: The Serial Integration Device field becomes active if you select MD110,
MCI, CTI, or ASCOM.
•
From the Integration dropdown list, select your PBX.
•
Select the Verify Inband Length checkbox to verify that all inband codes are of the
same length. This ensures that the inband codes being sent from the PBX are correct and
are applicable to Mercator and Matra switches.
•
Select the Confirm Inband Signals checkbox to indicate that the system must confirm
the inband signals. This is applicable to Mercator and Matra switches.
•
Select the Inband Use Invalid Sender as C.O. checkbox to indicate that the system is
to use an invalid sender as a C.O. This is applicable to Mercator and Matra switches.
•
Select the Variable Length Inband Caller ID checkbox to indicate to the system that it
can receive calls from numbers stings of variable length.
NOTE: These options are used for Inband integration for the Mercator PBX.
•
In the Inband Signaling Delay field, enter the delay (in milliseconds) between packets.
•
In the Maximum Inband Digits field, enter the maximum inband digits that the system
can accept.
•
In the C.O. Digits Length field, specify the integer length of the C.O. that will be
accepted by the system.
•
In the Caller ID Length field, enter the integer length of the phone number that the
caller ID receives.
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In the Delimiter field, leave the value as per the default. Do not alter.
NOTE: These options are used for Inband integration for the Nitsuko PBX.
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Specifying the Dial Plan
The Dial Plan dialog is used to specify the local, toll area, and long distance codes required so
that the system can dial out.
To specify the Dial Plan:
1. From the PBX screen, select the Dial Plan tab:
2. In the Country Code field, enter the appropriate country code.
3. In the Dialing Suffix field, enter the symbol for pauses.
4. In the No of Digits in Phone No field, enter the maximum number permitted in the
phone number dial string (for example, 7 or 10).
5. In the No of Digits in Area Code field, enter the number of digits in the local area
code.
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6. To add local area codes to the Dial Plan Local area text box, click the Add button. The
Local area dialog box appears:
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7. In the Local Area Code Prefix field, enter the prefix (first three numbers of the
telephone number) that belongs to the area code specified in the Local Area Code
field.
8. Select the All Local checkbox to indicate that all calls belonging to that particular prefix
are local.
9. Click OK. You are returned to the Dial Plan screen. Repeat Steps 6~9 as required.
NOTE: By adding prefixes to the specified local area codes, the system will
recognize any numbers beginning with the specified local area codes and assigned
prefixes as local calls.
4
Specifying area code rules
After specifying the area codes in the Dial Plan screen, you must ensure that your Phone and
Modem Options in Windows is configured to handle local dialing; local dialing that requires
the inputting of an area code.
To specify area code rules:
1. In the Windows Task Bar, click Start > Settings > Control Panel > Phone and Modem
Options. The Phone And Modem Options screen appears:
2. Click New. The New Location>General screen appears:
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3. In the Location Name field, enter the location name that the system will be dialing to.
4. From the Country/region dropdown list, select the Country/Region that this location is
in.
5. In the Area Code field, enter the area code.
6. In the New Locations screen, select the Area Code Rules tab:
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7. Click New. The New Area Code Rule dialog box appears:
8. In the Area code field, enter the local area code that the system is required to dial.
9. Select the Include the area code checkbox.
10. Click OK.
Specifying the PBX Node
In the PBX Node dialog box, you can specify your PBX node.
To specify the PBX node:
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1. From the PBX screen, select the PBX Node tab:
2. Click on the Add button. The PBX Node dialog box appears:
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•
In the Node Description field, enter an unique name/description for the PBX node.
•
In the Node Address field, enter the PBX Node IP address.
•
In the Dial Prefix field, enter a dial prefix for the PBX node.
4
•
In the PBX Network ID field, enter the PBX node network ID.
4. Click OK, then click the Save PBX toolbar button.
Deleting a PBX
If you are running a single PBX, Telephony Office-LinX does not allow you to delete it.
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Maintaining a Company
Specifying Advanced features on page 124
Specifying Call Options on page 155
Specifying Mailbox Options on page 158
Specifying Integrated Fax Options on page 160
Specifying Passwords/Security on page 163
Specifying Admin Broadcast Messages on page 166
Specifying ASR on page 168
Specifying AMIS parameters on page 176
Specifying a company language on page 180
Specifying the C.O./ Channel Assignment on page 195
CHAPTER 5 - MAINTAINING A COMPANY
5
Overview
Using the Telephony Office-LinX server, you can create single or multiple companies with
multiple configurations on a single system.
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NOTE: The number of companies that you can create is determined by the terms of
your Sentinel license.
You must enter at least one company in order for the server to work properly.
Displaying summary information
The Administration Console displays a summary of the details for each company associated
with the PBX. These details include the company name, company number, and status.
The following buttons allow you to perform various tasks within the Company application:
Button
Name
Function
Add Company
Add a company
Copy the configuration of one company to another company.
Copy
NOTE: If a single company exists, clicking this button creates a
new company.
Delete Company
Delete a company
Save Company
Save a company.
Refresh Company
Refresh the display
Key Mapping
Allows for key mapping configuration.
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Button
Name
Function
Add Send Message Menu
Allows configuration of message menu that is employed by
outside callers wishing to leave a message to a mailbox
During Record Menu
Allows you to have extra functionality while recording is in
progress.
Distribution List
Allows you to define distribution lists.
Contacts
Allows you to define business contacts.
Business Hours
Allows you to define company business hours.
Holidays
Allows you to define company holidays.
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Company
Opening a company
You can open a company from the Administration Console.
To open a company:
1. Highlight the PBX. All companies pertaining to the PBX appear in the righthand pane.
2. Doubleclick on the company you want to open. The Company > General screen
appears.
Creating a company
Telephony Office-LinX allows you to create additional companies under a single PBX. Each
company can be made up of multiple feature groups, remote sites, voice menus, and
customized mailboxes.
NOTE: The number of companies that you can create depends on your licensing
agreement.
To create a company:
1. Highlight the PBX.
2. Rightclick and select New > Company. The Company > General screen appears.
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Editing a company
You can change all of the information associated with a company.
To edit a company:
1. Open a company. The Company > General screen appears.
2. Make all changes and click on the Save Company toolbar button.
Deleting a company
You can delete a company from either the Administration (Admin) Console or from a
Company dialog box.
Deleting from the Admin console
Telephony Office-LinX allows you to delete one or more companies from the Admin console.
To delete a company from the Admin console:
1. In the Admin tree, highlight the PBX. All associated companies appear in the right pane.
2. In the righthand pane, rightclick the company you want to delete and select Delete. A
message appears, prompting you to confirm the deletion.
3. Click Yes. A dialog box appears informing you that the deletion of the company cannot
be undone once it is performed.
4. Click Yes. The company is deleted.
CAUTION: ESNA Technologies does not recommend the deletion of the default
company. The deletion of the default company (or the last existing company in
your configuration) will make all default mailboxes, customized mailboxes and
feature groups irretrievable.
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Deleting from a dialog box
You can delete a company from any dialog box within a company.
To delete a company from a dialog box:
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1. Open the company you want to delete.
2. Click on the Delete Company toolbar button. A message appears, prompting you to
confirm the deletion.
3. Click Yes. A dialog box appears, warning you that you are about to delete the selected
company.
4. Click Yes. The following message appears:
5. Click Yes. The General screen displays information about the next company, if one exists.
CAUTION: ESNA Technologies does not recommend the deletion of the default
company. The deletion of the default company (or the last existing company in
your configuration) will make all default mailboxes, customized mailboxes, and
feature groups irretrievable.
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Creating a Company
From the Company > General screen, you can specify general information about the
company, including name, phone number, and company mailbox. You can also create a new
company within a company.
1. From the Company screen, select the General tab:
The Company Number field is entered automatically when you save the company.
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In the Company Name field, enter the name of the company.
NOTE: The company name is used to associate users to a particular company
when there are two or more companies sharing the same TOL server system. If the
system is configured for only one company, this field will not affect any function of
the system.
•
In the Domain Name /IP Address field, enter the domain name that you established for
the UM server, or the IP address of the computer.
CAUTION: This information must be specified if you want to create a VPIM
address.
•
In the Phone Number field, enter the company’s phone number..
•
From the Use Mailboxes From dropdown list, select a company.
•
From the Fax Extension dropdown address book, select the mailbox with which the fax
extension is associated.
•
In the Admin Mailbox field, enter the Administrator’s mailbox. The Admin Mailbox
specified must have a VPIM address and is used for sending delivery notifications.
NOTE: When assigning a mailbox to the Fax Extension or Admin Mailbox
fields, you can click the Address Book button to find the mailbox you are looking
for or type it in yourself and click the Check Names button to confirm the entry.
•
From the PBX Node dropdown list, select the PBX node of the company.
•
From the Country dropdown list select the country the system is located.
•
From the Greeting Format dropdown list, select the format that you want to use to
record greetings.
•
In the Collaboration URL field, enter the URL of the collaboration service that your
company is using. (Collaboration services are enabled in the Web Client).
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•
Select the C.O. Line radio button if C.O. lines are being used to relate the company. Otherwise, select the Port radio button.
3. Click on the Save Company toolbar button.
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Specifying Advanced features
From the Company > Advanced screen you can specify a variety of options, including
business/holiday hours and company-wide distribution lists.
To specify Advanced features:
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1. From the Company screen, select the Advanced tab:
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2. Select one or more of the following features:
Feature
Function
Allow Sequential Directory
Indicates whether or not to allow callers to access the sequential
directory when they select the directory option by pressing **.
Selected is the default value.
Add Number of Messages to
Beeper Number
Indicates whether or not to indicate the number of new messages in
the mailbox when outcalling to a beeper. This is shown with an
asterisk (*), followed by the number (for example, 201 *3 indicates 3
new messages in mailbox 201).
Selected is the default value.
Play Mailbox Greeting for Express
Voice Mail
Indicates whether to play the mailbox greeting when callers are sent
to Express voice mail, or merely the name prompt.
Drop Messages Less than Max
Silence
If selected, messages that are less than the specified Maximum
Silence parameter will not be delivered.
Use Silence Detection in Record
Conversation
This will end a recorded conversation when silence is detected.
Barge in Record Conversation
This allows a Third Party to interrupt a conversation that is being
recorded.
Allow Dialing Extension Starting
with 0
This allows you to create extensions that lead with the digit 0 (for
example, 033).
When Transferring, Play Prompt
This plays the “Thank You. Please Hold” prompt when transferring
calls from the automated attendant.
3. Click the Save Company icon.
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Specifying paging options
Telephony Office-LinX allows a caller to have an internal user paged via the PBX Paging
feature. As this feature is PBX-dependent, you must specify a paging access code.
NOTE: The default settings are passed on your PBX codes and integration.
To specify paging options:
1. On the Company > Advanced screen, specify the following:
•
In the Paging Transfer Code field, enter the sequence of actions or digits the system is
to dial to make a transfer.
•
In the Paging Access Code field, enter the PBX port number for paging.
•
In the Paging Release Code field, enter the sequence of actions or digits that the system is to dial to get the caller back after intercom paging.
•
In the Paging Delay Time field, enter the length of time (in seconds) the system is to
wait after paging before transferring to the extension.
2. Click the Save Company toolbar button.
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Specifying business hours
The Business Hours dialog box allows you to designate your company's office hours. These
business hours are used in conjunction with Greeting Times to play the appropriate greeting.
To specify business hours:
1. In the Company>Advanced tab toolbar, click on the Business Hours icon
Business Hours dialog box appears:
. The
2. From the Closed Greeting dropdown list, select the phrase that you want to play when
callers call outside of business hours.
•
In the Time From field, scroll to the time (hours and minutes in 24-hour format) that the
greeting is to start, or enter the time in the text field.
•
In the Time To field, scroll to the time (hours and minutes in 24-hour format) that the
greeting is to end, or enter the time in the field.
NOTE: Select the All Day checkbox if you want the greeting to play by default
regardless of the time. If no time is entered in the Time From/Time To fields, the
system will select All Day for its default value.
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NOTE: A value of From 13:00 to no value indicates 1:00 PM to midnight. The
maximum value is 23:59 and the minimum value is 0:00.
NOTE: The From field can not be greater than the To field.
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4. Select the checkboxes representing which days you want the greeting to run.
NOTE: If you want the message to run every day, select the Everyday checkbox.
5. From the Greeting dropdown list, select the greeting that is to play during the specified
time.
6. Click on the Save Schedule toolbar button.
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Adding a holiday
The Holidays parameter allows you to specify holidays so that an appropriate greeting can be
played on that day. There is no limit to the number of holiday dates you can enter.
NOTE: When the Company starts with a Voice Menu, the Holidays phrase will only
take effect if the Phrase field says “Company Active Greeting” in the Voice Menu.
This tells the system to use the Phrase defined on the Greetings tab of the Holiday
screen, and to check if the current day is a Holiday.
To add a holiday:
1. On the Company toolbar, click on the Holidays icon
appears:
. The Holidays dialog box
2. Click on the Add Item icon. The Holiday Greeting and Voice Menu fields become
active.
HINT: You can also doubleclick on the date.
•
From the Month dropdown list, select the month that the holiday appears in.
•
From the Year dropdown list, select a year.
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Leave All day selected if you want the prompt to play all day. If you want the prompt to
begin playing at a particular time, deselect the checkbox and enter the time in the Start
Time field. The prompt will remain active until midnight of that day.
•
In the Holiday Greeting field, enter the appropriate prompt that corresponds to the
holiday in question.
NOTE: You must record a new prompt for each holiday that you add, in order to
properly reflect that holiday. To record these greetings, refer to Recording a
Company Greeting in Chapter 12.
3. From the Voice Menu dropdown list, select the voice menu that you want the system to
use.
4. Click OK.
Viewing a schedule report for holidays
The Schedule Report lists all of the holidays and associated voice menus that have been
created for the company.
To view a schedule report:
1. From the Holidays dialog box, click on the Holidays icon. The Schedule Report (Holidays)
dialog box appears:
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Key Mapping
Single digit access (Key Mapping) fields are used in conjunction with the company greetings
to allow callers to transfer to a desired department or individual by pressing a single digit (1
through 9). For example, the company greeting might say, “Good morning, you have
reached ABC Company...for the sales department press one (1)...for technical support press
two (2).”
In the key mapping field, enter the appropriate mailbox number. For example, if the Sales
department is Mailbox 101, enter the value as a single digit (1). For Mailbox 102 enter (2),
and so on. If you do not want to use this function, leave these fields blank. Refer to the
procedure below for the Key Mapping setup.
Using the company default keys
If you use the Key Mapping feature, make sure that you are aware of the following company
default keys:
•
* Directory
•
# Login
•
0 Operator
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Special keys
There are two special values that may be entered in the key mapping fields to offer
additional options to callers: pound (#) and asterix (*). The # enables the user to log into the
system, and the * enables the caller to access the company directory.
NOTE: Some telephone systems may have predefined features programmed to the (#)
and (*) keys.
To map the keys:
1. In the Company screen toolbar, click the Key Mapping toolbar button
Mapping dialog box appears:
. The Key
•
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In the Description field, enter a brief description of this key mapping function.
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•
Select the Extension Dialing checkbox to allow callers that are in this menu to enter an
extension that they will be directly transferred to.
•
The Actions field displays a list of predefined actions you can configure in the automated attendant. The following actions are available for key mapping:
Action
Function
Disconnect
Hang up the call.
Recall Caller
Recalls the caller out of the voice menu of a defined mailbox.
NOTE: The DTMF Key assigned to this action cannot be the same as
the first number of the user’s mailbox number. For example, if a user
has the mailbox number 255, the Recall Caller action cannot be
assigned to DTMF Key 2.
Send to Company Operator
Sends the caller to the company operator.
Send to Directory
Sends the caller to the company directory.
Send to Fax Mail
Sends the caller to a fax mail number.
Send to Login
Allows the caller to log into the system as a user.
Send to Mailbox
Transfers the caller to a defined mailbox.
Send to Sequential Directory
Lists the company directory by name in alphabetical order.
Send to Voice Mail
Sends the caller to the MBX that was entered.
Note: This action works in the same way as if you had pressed # E#
(for example, 7#E#).
Send to Voice Menu
This transfers the call into a custom voice menu for further
processing.
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The Actions listbox displays a list of action commands that you can define in a voice
menu. Highlight an action, rightclick and select Set Action To. The DTMF key dropdown
list appears:
•
Select a DTMF key to match to the action. For example, to transfer a caller to the Operator if they either press 0, highlight Send to Mailbox and select 0. To transfer the same
call should the caller press 0 or make no selection at all, highlight Send to Mailbox,
then select 0 and Default.
•
A dialog box appears if additional information is required.
HINT: You can also drag and drop an action to a key.
A mailbox for the Operator must exist before you can assign an action to 0.
3. Click the Save Key Mapping toolbar button.
Creating a Key Mapping sub menu
Creating a key mapping sub menu allows the user to create a series of different key mapping
definitions based on different times and days of the week. For example, if a caller presses 1
in the morning, they are transferred to Sales. However, if they press 1 when the company is
closed, the system transfers the call to an office in another time zone where operations are
still open to handle the call.
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To create a key mapping sub menu:
1. In the Company toolbar, click the Key Mapping icon. The Key Mapping dialog box
appears.
2. Click the Add Sub Menu icon. The Sub Menu number will increment by one.
You can create as many key mapping sub menus as you need. You can also associate a
schedule to play the sub menus at predefined dates and times.
3. Click the Start Menu Schedule toolbar button
to associate the new sub menu to a
time to be active. The Save dialog box appears. Click Save to save changes to key
mapping. The Start Menu Schedule dialog box appears:
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4. Select the Schedule Enabled checkbox to enable the current key mapping sub menu.
Enabling one sub menu disables all other existing sub menus.
5. From the Default Start Menu dropdown list, select the sub menu that should be active
during default hours. When all schedules expire, the system will default to this sub
menu.
6. In the Description text box, enter a brief title/description of the sub menu.
7. In the Time Start and End fields, indicate when the sub menu will begin to be active
and when it will cease to be active, respectively. Select the Add day checkbox to make
the sub menu active 24hrs.
The Duration field will automatically indicate the duration of time the sub menu will be
in effect.
8. Indicate one of the following sub menu recurrence patterns:
•
Select the None radio button to indicate that the sub menu is inactive.
•
Select the Daily radio button to indicate that the sub menu will be active on a day-byday basis.
You then have two (2) options:
Select the Every weekday radio button if you want the sub menu to be active every
weekday.
OR
Select the Every X day radio button to specify an interval of activity for the sub menu
(every second day by entering 2 in the field, for example).
•
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Select the Weekly radio button to indicate that the sub menu will be active on a weekly
basis. Next, in the Recur Every X week(s) on field, enter an interval of activity for the
sub menu (every third week by entering 3 in the field, for example). Finally, check the
boxes of the days of the week you want the sub menu to be in effect. So, if you wanted
a sub menu to be active every second Monday, Wednesday and Thursday, you would
enter 2 in the field and select the Monday, Wednesday and Thursday checkboxes.
5
•
Select the Monthly radio button if you want the sub menu to be active on a monthly
basis.
You have two (2) options:
Select the Day radio button and indicate which day of the month you want the sub
menu to be active.
OR
Select the The radio button and indicate which day of a month you want the sub menu
to be active. For example, if you want the sub menu to be active on the second Monday
of every second month, you would select the The radio button, select Second and Monday, and enter 2.
•
Select the Yearly radio button if you want the sub menu to be active on a specific day of
the year.
Select the Every radio button and indicate the day of the year on which you want the
sub menu to be active.
OR
Select the The radio button and indicate a specific day of a specific month of the year on
which you want the sub menu to be active. For example, if you want the sub menu to be
active on the second Thursday of every March, you would select theThe radio button
and select Second, Thursday and March from the dropdown lists.
9. In the Range of Recurrence groupbox, select a date from the Start dropdown list to
indicate the day on which the sub menu comes into effect.
From there, you have two (2) options:
Select the No end Date radio button if you want the sub menu to have no end date.
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OR
Select the End by radio button and from the dropdown list select the date on which you
want the sub menu to cease being in effect.
10. From the Start Menu dropdown list, select the sub menu that will run at the times
specified.
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11. Click the Save Schedule toolbar button. The sub menu is saved.
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Configuring the Send Message Menu
The Send Message Menu allows you to configure a message menu that will be used by
outside callers who decide to leave messages to mailboxes within your company system.
To configure the Send Message Menu:
1. In the Company toolbar, click the Add Send Message Menu button
Message Menu dialog box appears:
. The Send
2. In the Menu Name field, enter a name for the sub menu.
3. From the Play Method dropdown list, select which play method to use.
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4. In the Sub Menu Phrase dropdown list, select which phrase to use for the sub menu.
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NOTE: If you are using a language other than English, you must define your Sub
Menu Phrases so that they correspond to the language that you are using. By
default, the system installs the English language ranges. If you are using a French
system, you must select the .VOX file in the French range that corresponds to the
default English .VOX file. For example, SAL9501.VOX is installed by default. To
define the French equivalent, you must select SA9551.VOX ( the last digit must
match), and so on, for each Sub Menu Phrase. Below is a list of the .VOX file
ranges for the Sub Menu Phrases.
Language
.VOX File (Range)
English
SAL9501.vox - SAL9510.vox (set by default)
French
SAL9551.vox - SAL9560.vox
German
Spanish
Italian
Dutch
5. In the Description field, enter an accurate title/description of the sub menu.
6. In the No. of Retries field, enter the maximum number of retries a caller is allowed
within the sub menu.
7. In the Timeout field, enter the amount of time (in milliseconds) that is allowed for
inactivity before the system times out.
8. From the Actions listbox, drag and drop the selected actions into the DTMF key of
choice. By assigning actions to specific keys, outside callers will be presented with the
actions you have defined.
Action
Function
Append to Recorded Message
Adds another message to an existing message.
Cancel Message and Exit
Cancels the message and exits.
Rerecord Message
Allows for the rerecording of the message.
Review Recorded Message
Plays the recorded message for review.
5
Send Recorded Message
Sends the message to the destination.
Send to Sub Menu
Sends message to the sub folder.
Toggle Certified Flag
Flags message as certified.
Toggle Confidential Flag
Flags message as confidential.
Toggle Mass Recall
Enables mass recall.
Toggle Urgent Flag
Flags the message as urgent.
Transfer to Operator
When dragging and dropping actions, the Parameters dialog box may appear:
If so, simply enter the next Sub menu number that is to follow the current action in the
Next Sub Menu textbox.
Make the appropriate selection from the DTMF choice dropdown list. Select the Do
not play prompt checkbox to disable the prompt, if desired. The default value is
prompt enabled. Whether this checkbox is selected or not, all options remain available.
Click OK.
9. When you are finished defining all actions, click on the Save Send Message Menu
toolbar button.
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Configuring the During Record Menu
The During Record Menu allows you to configure a message menu that will be used by
outside callers during a message recording session.
To configure the During Record Menu:
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1. In the Company toolbar, click the During Record Menu button. The During Record
Menu dialog box appears:
2. In the Menu Name field, enter a name for the sub menu.
3. From the Actions listbox, drag and drop the selected actions into the DTMF key of
choice. By assigning actions to specific keys, outside callers will be presented with the
actions you have defined.
Action
Function
Adds another message to an already recorded message.
Cancels the message and exits.
Re-record Message
Allows for the re-recording of a message.
Plays the recorded message for review.
Sends the message to the destination.
5
Flags message as certified.
Flags the message as confidential.
Toggle Mass Recall
Enables mass recall.
Toggle Urgent Flag
Flags the message as urgent.
When dragging and dropping actions, the Parameters dialog box may appear:
•
Select the Urgent checkbox to mark the message as urgent.
•
Select the Certified checkbox to notify the caller when the message is received.
•
Select the Confidential checkbox to restrict the receiver from forwarding the message.
•
Select the Do not play prompt checkbox to disable the prompt, if desired. The default
value is to enable the prompt.
4. Click OK.
5. When you are finished defining all actions, click on the Save During Record Menu
icon.
Creating a distribution list
Telephony Office-LinX allows you to create a distribution list consisting of one or more
mailboxes. This enables you to send a voicemail, email, or fax to more than one user
simultaneously.
When creating the distribution list you can add internal UM users, users on a site that is
networked via AMIS to the UM, users on a site that is networked via VPIM to the UM, and
external email users. This allows you to send a voice message to any user on your list with
one of these profiles .
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Each mailbox has the capability of holding all the distribution lists that you need, each
consisting of an unlimited number of mailboxes.
To create a distribution list:
1. In the Company toolbar, click the Distribution List button. The Distribution List dialog
box appears:
2. In the List Number field, enter the Distribution list number.
3. In the List Name field, enter a name for the Distribution list.
NOTE: The list name can be any combination of numbers and characters found on
a telephone keypad. If you require the voice mail system to read your distribution
lists to you, it will read the characters that you have entered in this field through
the telephone handset using the Text-to-Speech (TTS) feature.
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NOTE: Both the list number and list name must be unique within a company.
4. From the Distribution List listbox, you can do the following:
•
To add a mailbox to the Distribution List, highlight it in the Mailbox No. listbox and click
Add.
•
To add all mailboxes to the Distribution List, click on Add All.
•
To remove a mailbox from the Distribution List, highlight it and click Remove.
•
To remove all mailboxes from the Distribution List, highlight it and click Remove All.
5. Click on the Save Distribution List toolbar button.
Editing a distribution list
You can edit any Distribution List associated with a company.
To edit a distribution list:
1. From the Company toolbar, click the Distribution List icon. The Distribution List dialog
box appears.
2. From the Go to dropdown list, select the Distribution list you want to edit.
3. Make your changes, then click the Save Distribution List toolbar button.
Deleting a distribution list
You can delete any distribution list associated with a company.
To delete a distribution list:
1. From the Company toolbar, click the Distribution List button. The Distribution List
dialog box appears.
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2. From the Go to dropdown list, select the Distribution List entry you want to delete.
3. Click the Delete Distribution List toolbar button. The following dialog box appears:
4. Click Yes to proceed with the deletion.
Adding an AMIS site
AMIS (Audio Messaging Interchange Specification) is a communications standard that
enables voice-messaging systems produced by different vendors to network or inter-network
together. Specifying an AMIS user allows the system to integrate with voice processing
systems from other vendors.
To add an AMIS site:
1. From the middle-left listbox on the Company > Distribution List screen, highlight an
AMIS site and click Add. The Remote Site dialog box appears:
NOTE: An AMIS address must be numeric.
2. In the Address field, enter the remote user’s mailbox number and click OK.
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Adding a VPIM site
Voice Profile for Internet Mail (VPIM) is an International Telecommunications Union (ITU)
standard that allows different types of messaging servers to pass voice and fax messages
between each other over the Internet. For information on adding a VPIM user to the system,
refer to Adding a VPIM site on page 147.
To add a VPIM site:
1. From the middle-left listbox on the Company > Distribution List screen, highlight a
VPIM site and click Add. The Remote Site dialog appears.
2. In the Address field, enter the remote user’s mailbox number and click OK.
NOTE: The address can be alphanumeric.
3. Click on the Save Distribution List button.
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Adding an email user
You can add both internal or external email addresses to the Distribution List.
To add an email user:
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1. In the Email field (at the bottom of the Company > Distribution List screen), enter the
user’s SMTP email address and click Add. Telephony Office-LinX pastes the address into
the Distribution List textbox:
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Creating a contact
The Admin console allows you to create company contacts.
To create contacts:
1. In the Company toolbar, click the Contacts button
. The Contacts screen appears:
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2. The fields is this screen are for display only. To add a contact, click the Add Contact
button on on the toolbar. The Contacts dialog box appears:
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•
Select the Speech Enable checkbox to allow public contacts to be speech-enabled.
•
In the User Name field, enter a user name for the contact.
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•
In the Gender field, select a sex for the contact from the dropdown list.
•
From the Title dropdown list, select a designation for the contact (Mr., for example)
•
In the First Name field, enter the contact’s first name.
•
In the Middle Name field, enter the contact’s middle name. If unknown, this field may
be left blank..
•
In the Last Name field, enter the contact’s last name.
•
From the Suffix dropdown list, select the contact’s post-name designation (Jr., for example), if they have one.
•
Click on the ... button beside the Birthday field to select the contact’s birth date from a
calendar.
•
In the Company field, enter the name of the contact’s company.
•
In the Job Title field, enter the contact’s official job title.
•
In the Office field, enter the namelocation of the office where the contact works.
•
In the Department field, enter the name of the company department in which the contact works.
•
In the Business Address field, enter the contact’s full mailing address. Clicking on the
Address button brings up the Address dialog box, where you can enter this address one
field at a time.
HINT: Clicking on the ellipsis button will call up the Address dialog box. Here you may
enter the Country/Area/City Code/Number in the supplied fields. Click OK. This
information will then be shown in the Phone field. This form is identical for all ellipsis
buttons in the Company screens.
•
In the Phone field, enter the contact’s primary telephone number.
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In the Phone 2 field, enter a second telephone number for the contact (if desired).
•
In the Fax field, enter the contact’s fax number.
•
In the Mobile field, enter the contact’s mobile phone number.
•
In the Beeper field, enter the contact’s beeper number.
•
In the Email field, enter the contact’s email address.
•
In the Web Site field, enter the contact’s business web site.
•
In the Description field, enter a short description of the contact web site.
4. Click on the Other Info tab if you want to enter personal or miscellaneous information
for the contact:
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5. Click on the Notes tab if you want to enter any notes/comments on the contact:
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6. Click on the User-defined Info tab if you want to create your own information/data for
this contact:
An example might be the contact’s nickname. In such a case, you would click on the Add
button. The following dialog box appears:
If that contact’s nickname was "Growler", you would enter ’Nickname’ in the Name
field and ’Growler’ in the Value field, then click OK.
7. Click OK. The contact is saved.
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Specifying Call Options
Default Call Options settings are loaded when you first install the system. From the
Company > Call Options screen, you can change these settings.
To specify Call Options:
1. Click the Call Options tab. The Call Options dialog box appears:
•
In the Outcall Access Code field, enter the code required for the system to access an
outside line.
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NOTE: The code must be followed by a comma.
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Account Code
•
If the Prefix checkbox is selected
•
Account Code Dialing Format
•
In the Outcall Retry Time field, enter the period of time that the system is to wait
before attempting to make another outside call. The default is 2.
•
In the Minimum Message Length field, enter the minimum length of messages in seconds. If set to 0, all messages will be recorded. The default is 2.
•
In the Caller Number of Retries field, enter the number of invalid attempts an outside
caller is allowed while in the voice mail system before disconnecting the call. The default
is 3.
•
In the User Number of Retries field, enter the number of invalid attempts an internal
user is allowed while in the voice mail system before disconnecting the call. The default is
3.
•
In the Maximum Call Length field, enter the maximum number of minutes that an
incoming call can last. A value of 0 indicates unlimited time. The default is 30 minutes.
•
In the Maximum Time for Call back field, enter the maximum time (in minutes) that a
call-back call can last.
•
In the Inter-Digit Delay Time field, enter the maximum time interval that the system
should wait between inband digit strings before reading. The default is 3000 msec.
•
In the Number of Rings During Business Hours field, enter the number of rings
before the auto attendant answers during business hours. A value of one (1) intercepts
calls quickly.
•
In the Number of Rings after Business Hours field, enter the number of rings before
the auto attendant answers when the Company is closed. A (1) intercepts calls quickly.
•
From the Press Key dropdown list, select either 1 for q and Z or 7 for Q and 9 for Z to
specify the number assigned to the letters Q and Z.
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3. Select the Free Format Digit Dialing checkbox to allow for free format dialing. If
selected, callers can dial any system extension even if a mailbox is not associated with
that extension.
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Specifying Mailbox Options
From the Company > Mailbox Options screen, you can specify the options for all
mailboxes associated with this company, including the mailbox length (number of digits
representing the mailbox), the length of the directory list, and the method used to sort the
mailboxes.
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To specify Mailbox Options:
1. On the Company screen, select the Mailbox Options tab:
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2. Select the Mailbox Length Fixed checkbox to indicate whether or not the mailboxes
associated with this company will be of a fixed length (Selected), or of a variable length
(not Selected).
3. In the Mailbox Max Length field, enter the maximum number of digits that mailboxes
can be.
4. Select one of the following radio buttons:
•
Sorted by Last Name - select to sort all mailboxes by last name
•
Sorted by Mailbox No - select to sort all mailboxes by mailbox number
5. Select the Refresh Mailbox Message Lights checkbox to automatically audit mailbox
status and reset mailbox message lights in cases of power failures and computer reboots.
This by default is turned off and only activated when the PBX does not have the
capability to store message light status in memory.
6. In the Skip greeting termination keys field, enter the keys for skipping the greeting.
7. Select the Deactivate MWI if checkbox to deactivate message waiting indicators.
Selecing this check-box will enable the Number of internal Recipients more than
field, in which you enter the number of active internal recipients after which message
waiting indicators will be deactivated.
8. Click on the Save Company button.
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Specifying Integrated Fax Options
From the Company > Integrated fax screen, you can specify fax options for all mailboxes
associated with a company.
To specify Integrated Fax Options:
1. On the Company screen, select the Integrated fax tab:
2. In the Integrated Fax incoming folder field, enter the name of the incoming fax folder
for the company.
3. In the Integrated Fax outgoing folder field, enter the name of the outgoing fax folder
for the company.
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4. In the FTP server address field, enter the company’s FTP server address.
5. In the FTP server account field, enter the name of the company’s FTP server account.
6. In the FTP server account password field, enter the company’s FTP server account
password.
7. In the Confirm account password field, re-enter the company’s FTP server account
password.
8. In the FTP server virtual folder field, enter the name of the folder on the FTP server
through which files are passed to and from the voice server.
From the voice server comes documents ready to be printed. To the voice server go TIFF
files ready to be faxed.
9. In the Sent fax expired field, enter the number of days to pass before a fax expires
10. In the Repeat printing of file if no response after field, enter the length of time (in
minutes) the system will wait for a response after a print before attempting another
print.
11. In the Number of retries for printing file if no response field, enter the number of
times the system will attempt a print if there is no response.
NOTE: In order for the Integrated Fax feature to function properly, a virtual
directory must be associated with the default FTP site. Please refer to the
instructions below.
•
Click on Start > Settings > Control Panel > Administrative Tools > Internet Services Manager.
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Doubleclick on the Internet Services Manager icon. The following screen appears:
•
Rightclick on Default FTP Site and select New > Virtual Directory. The Virtual Directory
Creation Wizard appears. Click Next.
•
The Virtual Directory Alias screen appears. In the text field, enter ’EFSP’. Click Next.
•
The FTP Site Content Directory screen appears. Click on the Browse button and navigate
to ’C:\UC\EFSP’. Click OK and Next.
•
In the Access Permissions screen, select the Read and Write checkboxes and click Next.
•
Click Finish. Integrated Fax is now properly configured.
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Specifying Passwords/Security
From the Passwords > Security screen, you can specify important security features for a
company.
To specify Passwords/Security:
1. Click on the Passwords/Security tab:
2. Select the Forced password change checkbox to force each mailbox user (in the
company) to periodically change their password.
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3. In the Enable Password change every field, enter the number of days after which a
mailbox user can change their password. For example, if you enter 30 in this field, users
can change their password every 30 days.
4. Select the Password length Fixed checkbox if you want to establish a fixed length for
passwords.
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5. In the Minimum Password length field, enter the minimum length for passwords. So,
if you want all passwords to be a minimum of seven (7) characters in length, you would
enter 7 in this field.
6. In the Default User password field, enter the default password for all new mailbox
accounts.
7. Select the Yes radio button if you want mailbox users to be prompted for their password
upon first accessing their mailbox.
OR
Select the No radio button if you do NOT want users to be prompted for their password
upon first accessing their mailbox.
•
Select the Allow password to be same as mailbox number checkbox if you want to
allow a user’s mailbox number and password to be the same. In such a scenario, the user
for mailbox ’1234’ can set their mailbox password as ’1234’.
•
Select the Allow sequential numbers in password checkbox if you want to allow
users to use sequential numbers in their password. For example: ’12345’.
•
Select the Allow repeat number in password checkbox if you want to allow users to
use numbers in their password more than once. In such a scenario, a user could set their
mailbox password at ’55555’.
•
Select the Allow reuse of passwords checkbox to allow the user to employ any password more than once.
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9. In the Number of periods where passwords cannot be reused field, enter the
number of times a user can reuse a password. For example, if you enter ’2’ in this field, a
user can use a specific password (i.e. 1234) only twice. If you had entered ’1’ in this field,
the user could use each of their passwords only once.
10. In the Number of incorrect attempts after mailbox is locked field, enter the number
of user login attempts allowed before a mailbox is locked.
11. Select the Allow alphanumeric passwords (IMAP/POP3) only from all clients
check-box to allow alphanumeric passwords (IMAP/POP3) from all clients.
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Specifying Admin Broadcast Messages
From the Company > Admin Broadcast Messages screen, you can maintain and/or send
administrator broadcast messages.
To create Admin Broadcast messages:
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1. Click on the Admin/Broadcast Messages tab:
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2. Click the New button. The following dialog box appears:
3. In the Subject field, enter a subject for the message.
4. In the text field provided, type in your message.
5. Click the Send button to send the message to everyone in the company.
OR
Click the Save buttonon the toolbar to save the message for later sending.
NOTE: Saved messages will display on the Company > Admin Broadcast
Messages list. If you want to send a saved message, simply highlight it and click
the Send button.
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Specifying ASR
The ASR tab allows you to activate and configure the ASR engine in the automated
attendant.
To specify ASR:
1. On the Company screen, select the ASR tab:
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•
Select the Voice Recognition checkbox to activate the ASR engine in the automated
attendant.
•
Select the Confirm Names in Voice Recognition checkbox to enable the confirming of
the name spoken by the caller.
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•
Select the Allow Barge-In in Voice Recognition checkbox to allow a third party to join
a conversation that is being recorded.
•
Select the Allow Barge-In in Confirm Names checkbox to allow a third party to interrupt name confirmation.
•
Select the Allow Say Operator checkbox to allow a caller to be transferred to the operator.
NOTE: Even after enabling the speech-activated auto attendant, the default
company prompt will continue to play when the system is called. Make sure to rerecord this main company greeting so that callers will know about the new
functionality. For example: “Thank you for calling <NAME OF COMPANY>. Please
say the name of the person you wish to speak with”.
3. From the Contact Priority dropdown list, select which of your contacts (Public, Private
or None) are less important when doing speech recognition of contacts.
For example, if in a mailbox you choose to recognize both Public and Private contacts
(Mailbox > Mailbox Options screen) and the number of users (company mailboxes +
private contacts + public contacts) exceeds the number of allowable users on the license,
you must uncheck either the Enable ASR for Public Contacts or Enable ASR for
Private Contacts checkbox as per the priority you have specified in this (Contact Priority)
dropdown list. If, for example, you select Private in this dropdown list, you will uncheck
the Enable ASR for Private Contacts checkbox on the Mailbox > Mailbox Options
screen. This will then give priority to Public contacts.
4. Select the Disable Notification checkbox to enable or disable message notification.
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Creating ASR name variations
Using the Telephony Office-LinX Administrator console, the system administrator can create
different variations of a user's name and store these versions in the company directory. The
more variations of a user's name in the directory, the more precise the system will be in
recognizing the person's name when it is spoken.
A mailbox must be associated to a Directory-enabled feature group. To enable, open the
Telephony Office-LinX Administrator console, go to Company > Feature Group > Mailbox
Options, and select the Directory checkbox.
NOTE: Directory access allows users to be listed both in the dial by name directory and
the complete directory. The dial by name directory is set up in ascending order with
respect to mailbox number. Callers may access the dial by name directory by pressing
the <*> key when they reach the auto attendant, or they may listen to the complete
company directory (arranged in ascending order according to mailbox) by pressing the
<*> key a second time.
HINT: If any particular user does not wish to be listed in the dial by name directory,
another mailbox group can be set up with this feature deactivated.
When defining a name variation, you have the choice of entering it as it is actually spelled or
as it sounds. What you choose to do depends on how the name is pronounced. Although a
name like 'Bob' is fine as it is, one like 'Malcolm' would, for ASR purposes, most accurately
be pronounced as 'Malcome' or 'Malkum''. A surname like 'Gloucester' would be best
defined as 'Gloster', as per its correct pronunciation.
NOTE: As the standard ASR engine only supports 250 names, you will need to
upgrade if you are planning to input more names.
To create ASR name variations:
1. Click Company > Mailbox Structure. Open a particular mailbox or a mailbox within a
folder and click on the Advanced tab. Click on the Directory Listing button. The
Directory Listing dialog box appears:
2. Click Add. The New Directory Listing dialog box appears:
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3. Enter an alternate spelling of the user's name and click OK. The Directory Listing dialog
box appears and displays the new listing.
4. Close the window and click the Save Mailbox toolbar button.
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Using phonemes
You may in some instances find it beneficial to input strict phonetic spellings of names in a
Nuance dialect text file. Take the following steps:
1. Go to \nuance\v8.0.0 and create a text file using the <language><dialect>.txt format
(EnglishAmerica.txt for US English, for example).
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2. Open the text file.
3. Use the word Phoneme format as you add new pronunciation rules for names. The
following table shows all possible phonomes (American English), as well as what sounds
are made by the Telephony Office-LinX system:
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NOTE: All letters must be separated by a space and phonemes must be spelled
correctly or ASR will not work properly.
NOTE: Do not enter phonemes in the directory that are not on an official
language list.
A few sample names:
glenn glEn
francois franswO
linda lInd^
albert albrt
claire kler
4. When you are finished, save and close the .txt file.
Run \<installpath>\packages\EnglishAmerica.bat (if you have just made changes to
your American English text file). Changes made in the ASR directory take effect when the
voicemail system is re-started or you re-compile grammar.
Compiling grammar
When mailboxes are added or names are modified, grammar compilation is necessary and
will automatically be scheduled 5 minutes after the last change is made. To compile
grammar, simply go to the Company > ASR screen and click on the Compile Grammar
button.
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Notes
Based on the license available on the Telephony Office-LinX, the system can search for the
following:
AST 1 - up to 250 names active on 2 voice ports (no upgrades)
AST 2 - up to 500 names on as many ports as the system has enabled
AST 3 - 500+ names on as many ports as the system has enabled
Due to the design of the Telephony Office-LinX speech engine, a 1-to-1 ratio for speech
ports and voice ports is not necessary. In the example where a system has 2 speech-enabled
ports, only 2 simultaneous recognitions can occur. Once a name is recognized, the speech
engine is free to recognize another name on another port.
The speech engine allows for aliases for the same name to be created, and still be
considered a single instance of recognition. The main search name will be based on the
mailbox owner's inputted name from the mailbox administration screen; aliases as well as
phonetically spelled names, however, can be configured under the "Directory Listing" within
each mailbox. For example, in an end user site that is licensed for AST2 and the number of
mailboxes with names are 300, creating 1 alias and 1 phonetic variant of the name does not
increase the maximum names requirement to 900, nor does it create a need for an AST3
license. The end user site can still retain an AST2 license until the number of mailboxes that
are used for name recognition exceeds 500.
The system administrator also has the ability to choose which mailboxes can be part of the
names recognition by grouping them in a feature to allow name searches, and placing the
rest in a separate group with the directory search option disabled.
Testing name pronunciations
To find out how a word is being pronounced by ASR:
1. Select Start > Run. The Run dialog box appears.
2. On the Run dialog box, type or select cmd from the Open: dropdown list. The DOS
dialog box appears.
3. Type cd %nuance%\bin\win32, then hit Enter.
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4. Type pronounce <Language>.<Dialect> <word>. For example, if you wanted to know
how "hello" was being pronounced in US English, you would type pronounce
English.America hello at the command prompt.
NOTE: Make sure Nuance has been properly installed on your system before
attempting to find out how a name is pronounced. If you do not have Nuance
installed, your system will not recognize the "pronounce" command.
If your system is not responding...
In some cases, despite your having followed the procedure above, your system won’t
recognize the "pronounce" command. This can happen when any of the following
conditions are present:
•
PC needs reboot. You might need to reboot your PC. Reboot your PC and, on re-entering Windows, do the Name Pronunciations procedure (above) again.
•
All not well with Nuance. Nuance might not have been properly installed, not installed
at all, or Nuance may have been corrupted. Please ensure that Nuance has been installed
correctly and is running as it should.
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Specifying AMIS parameters
Audio Messaging Interchange Specification (AMIS) is a standard that enables voicemessaging systems produced by different vendors to network.
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Telephony Office-LinX is AMIS compatible. The AMIS specification calls for the use of DTMF
tones to convey control information and transmission of the message itself in analog form.
This means that the system can be networked to other systems or with other vendors’ voice
messaging systems that are also AMIS compatible. With AMIS networking, users from
different locations can communicate as if they are all on the same voice mail system.
This feature is especially useful for companies that have multiple locations. A user that wants
to send a message to the head office can do so as if they are sending an internal message
from one mailbox to another. Distribution lists can include entire AMIS sites, or specific
mailboxes from different AMIS sites.
A user at one location can set up a mailbox in another location (referred to as a virtual
mailbox, as it has no physical extension), and then set up Message Forwarding to point to
the mailbox on the original site. This ensures that messages can be sent to this user easily by
sending it directly, through a virtual mailbox, or through a distribution list.
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The AMIS Parameters tab allows you to specify the settings that apply to the remote AMIS
site, such as Timeout Digits and Packet information.
To specify AMIS parameters:
1. On the Company screen, click the AMIS Parameters tab:
2. Select the Auto Add New Sites checkbox to add sites that are not registered to the
network database automatically by the system. The Description of auto-added sites will
show the date the site was auto-added.
3. In the Loop Back Request ID field, enter the AMIS loop back test number for this site.
For LOCAL sites, this defines the loop back test for incoming calls from other sites.
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4. In the Admin Message User ID field, enter the user ID that will receive messages that
cannot be delivered or messages that cannot be returned.
NOTE: The default value for this field is blank. If the field is left blank, these types
of messages will be deleted. This field is used for local sites only.
5. In the System ID Number field, enter a unique string that identifies this company to all
other sites as an AMIS site. It will also identify the callback telephone number.
AMIS has strict guidelines on the format of a system ID. It is composed of three numeric
fields using 0-9, and each field is terminated with a pound sign (#). The maximum length
of the System ID Number is 18 characters, and the minimum is 3 characters. There are
two types of System ID Numbers, public and private.
Public System ID numbers
Public System ID Numbers are for all sites that can be direct dialed using the public
telephone network. These ID numbers are always in the format of ccc#nnn#sssssss#,
where the value “ccc” is the international country code (1–4 digits), the value of “nnn”
is the national significant number (area or city code of 0–14 digits) and the value of
“sssssss” is a local subscriber number of 0-14 digits. For example, all North American
locations must use the format of 1#aaa#sssssss# where “aaa” is the area code and
“sssssss” is the local telephone number.
Private System ID numbers
Private System ID Numbers are for all sites that are accessible through a private network
or behind a PBX. These always have the format 0##nnnnnnn# where “nnnnnnn” is a
site defined number. The site defined number is typically the extension number of the
site. The value “nnnnnnn” can be from 0–14 digits.
6. In the Digital Timeout For Send field, enter the total length of time to wait for all digits
before timeout. The default is 15.
7. In the Digit Timeout For Receive field, indicate the number of seconds to wait for all
digits before timing out. The default setting is 15 seconds.
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8. In the Packet Delay For Send field, specify the number of seconds the system should
continue trying to connect before sending a timeout message. The default is 3 seconds.
9. In the Packet Delay For Receive field, indicate the number of seconds the system
should continue trying to receive before sending a timeout message. The default is 3
seconds.
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Specifying a company language
Based on the language module that you install, Telephony Office-LinX speaks system
prompts, holiday, business hours and company greetings in the selected languages. From the
Company Languages screen, you can select these system languages.
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NOTE: The language module must be installed for the language to take effect. For
more information, refer to the Server Installation Guide.
To specify a company language:
1. Click on the Company Languages tab:
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2. Highlight a DTMF key and click Add. The Language Properties dialog box appears:
3. From the Language dropdown list, select a language.
4. From the Operator dropdown list, select the mailbox number of the company operator
for this language (receptionist). This allows callers to transfer to this extension when they
press zero (0) to speak to an operator in the preferred language.
5. From the Greeting dropdown list, select a company greeting.
6. Click the Operator Keyword(s) button. The Operator Keyword(s) dialog box appears:
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7. Click the Add icon. The Keyword dialog box appears:
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8. In the field provided, enter the keyword to use for voice verification, then click OK. The
keyword is added and appears in the Operator Keywords list.
9. Click the Cancel Keywords(s) button to delete keyword.
10. In the TTS Voice properties box, select a Male and Female name from the dropdown list.
Select a TTS Default Male/Female radio button.
11. Back on the Language Properties dialog box, select the Set as Default checkbox to set
this particular language as the system default language. If no language is selected, the
system will default to this language.
NOTE: Each company can have its own default language.
12. Click OK.
NOTE: Language availabilities are controlled by licensing.
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Creating an operator schedule by language
Following the creation of operators and their languages, you can specify when each
operator is to receive calls based on their spoken languages through the Operator Schedule
feature.
To create an operator schedule:
1. On the Company screen, select the Company Languages tab.
2. Doubleclick the operator you want to create a schedule for. The Language Properties
dialog box appears.
3. Click
. The Operator Schedule dialog box appears:
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4. Select the Schedule Enabled checkbox to enable the current operator schedule.
Enabling one schedule disables all other existing schedules.
5. From the Language dropdown list, select a language for the operator.
6. From the Default Operator dropdown list, select a default operator to use if selected
operator is unavailable.
7. In the Description text field enter a description or name.
8. In the Time Start and End fields, indicate when the schedule will begin to be active and
when it will cease to be active, respectively.
The Duration field will automatically indicate the duration of time the schedule will be in
effect.
9. Indicate one of the following schedule recurrence patterns:
•
Select the None radio button to indicate that the schedule is inactive.
•
Select the Daily radio button to indicate that the schedule will be active on a day-by-day
basis.
Then, select the Every X day radio button to specify an interval of activity for the
schedule (every second day by entering 2 in the field, for example).
OR
Select the Every weekday radio button if you want the schedule to be active every
weekday.
•
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Select the Weekly radio button to indicate that the schedule will be active on a weekly
basis. Then, in the Recur Every X week(s) on field, enter an interval of active for the
schedule (every third week by entering 3 in the field, for example). Finally, check the
boxes of the days of the week you want the schedule to be in effect. So, if you wanted a
schedule to be active every second Monday, Wednesday and Thursday, you would enter
2 in the field and select the Monday, Wednesday and Thursday checkboxes.
5
•
Select the Monthly radio button if you want the schedule to be active on a monthly
basis.
Select the Day radio button and indicate which day of the month you want the
schedule to be active.
OR
Select the The radio button and indicate which day of a month you want the schedule to
be active. For example, if you want the schedule to be active on the second Monday of
every second month, you would select the radio button, select Second and Monday,
and enter 2.
•
Select the Yearly radio button if you want the schedule to be active on a specific day of
the year.
schedule to be active.
OR
which you want the schedule to be active. For example, if you want the schedule to be
active on the second Thursday of every March, you would select the radio button and
select Second, Thursday and March from the dropdown lists.
10. In the Range of Recurrence box, select a date from the Start dropdown list to indicate a
day on which the schedule comes into effect.
Select the No end Date radio button if you want the schedule to have no end date.
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OR
want the schedule to cease being in effect.
11. From the Operator dropdown list, select an operator.
12. Click the Save Schedule toolbar button. The schedule is saved.
Using unilingual and multilingual mode
The system functions differently when it is configured to operate in the multilingual mode. It
is important to understand how the system answers calls in standard mode and in
multilingual mode. Initially, all calls are handled the same way. When a call comes into the
PBX, it is routed to a hunt group (or some sort of call routing group that rings one of the free
ports). When the port starts ringing, Telephony Office-LinX begins to count the rings.
Depending on whether or not the company is in open or closed mode, the system looks at
the appropriate incoming rings.
For more information about Multi-Company (Tenanting), refer to To configure multitenanting using ASR/Voice Verification Assignment: on page 204.
At approximately 1.5 seconds after going off hook, the system plays the Main Company
Greeting. At this time the system will begin to act differently depending on Standard or
Multilingual mode.
Standard mode
When only one language is being used (Standard) the appropriate Greeting plays (Morning,
Afternoon, Evening, or Closed) during which time callers can dial extension numbers, select
Key Mapping options, Press <#> to access mailbox options, Press <*> to access the company
directory, or <#><*> to access the Supervisor menu. If the caller does nothing, the system
transfers the caller to the Day or Night Operator two seconds after the main company
greeting ends.
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Multilingual mode
When Telephony Office-LinX is configured to operate in Multilingual mode, it operates the
same as standard mode until it begins to play the main company greeting. At this point, the
Morning, Afternoon, Evening, and Closed Greetings are no longer used to offer options to
the callers. The system requires the caller to select a language in order to continue. These
language greetings should welcome the caller and ask them to select the language that they
would like to be served with. The system then waits for the caller to make a selection.
No Key Mapping options are available to the caller at this time. The caller may, however, dial
a desired extension number but will be served in the default language (English by default).
Once the caller selects a language, the Multilingual greeting is played.
If a caller selects a language other than the default language, the call progress for this caller
is supervised to ensure that in the event that the caller is transferred back to the main
greeting, the system continues to play options in the language chosen by the caller. All calls
that are transferred using the default language will use the supervision specified in the
Feature Group.
Configuring a multilingual environment
If you have more than one language module in your company, you can set up a multilingual
environment in which callers can select the language to be prompted in when using the
voice menu or when speaking with an operator.
Before configuring a multilingual environment, you must complete the following step:
1. You have installed the language prompts
2. The language has been licensed
3. You have pre-recorded the greetings in the language. For more information, refer to
Recording a company greeting on page 391.
NOTE: To verify that the language prompt you want to use is installed on your
machine, use Windows Explorer or the Run command and navigate to
C:\UM\Prompts\System\ and you should see numbered folders. See the
following table for a list of folder numbers and the language each represents:
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Number
Language
1
English
2
French
3
German
4
Spanish
5
Italian
6
Dutch
After ensuring that the above steps have been completed, you can begin configuring a
multilingual environment. The configuration of a multilingual environment consists of three
steps:
•
Configure company languages and schedules
•
Select language greetings for business hours
•
Enable transfer supervision
To configure company languages and schedules:
Configuring languages and schedules allows you to designate an operator and greeting to a
specific language, as well as indicate what time the message should be played.
1. On the Company screen, select the Company Languages tab.
NOTE: The company languages available depend on the language modules you
have installed.
2. Click Add to add language properties or highlight a language and click Edit to edit its
properties. You can also highlight a language and click Remove to delete a language.
The Language Properties dialog box appears.
NOTE: You can not remove the last installed language. At least one language
must remain on the system at all times.
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3. From the Language dropdown list, select a language.
4. From the Operator dropdown list, select the mailbox number of the company operator
for this language (receptionist). This allows callers to transfer to this extension when they
press zero (0) to speak to an operator.
5. From the Greeting dropdown list, select a company greeting.
6. Click Login Verification Keyword(s). The Login Verification Keyword(s) dialog box
appears.
7. Click Add. The Keyword dialog box appears.
8. In the Keyword field, enter the keyword to use for voice verification, and then click OK.
9. The keyword is added and appears in the list.
10. Select the Set as Default checkbox to set this particular language as the system default
language.
NOTE: Each company can have their own default language.
11. Click OK.
12. Click Schedule to create a specific schedule for the language.
13. Provide the following information to schedule the operator:
•
Select the Schedule Enabled checkbox to enable the current operator schedule.
Enabling one schedule disables all other existing schedules.
•
From the Language dropdown list, select a language for the operator.
•
From the Default Operator dropdown list, select a default operator to use if selected
operator is unavailable.
•
In the Description text field enter a description or name.
•
From the From Year/Month/Day/Time dropdowns, indicated the time when the
selected operator is to be enabled. Select the All Day checkbox if you want the operator
to be enabled all day.
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•
From the To Year/Month/Day/Time dropdown lists, indicate when the selected operator is to be disabled.
•
In the Sun, Mon, Tue, Wed, Thur, Fri, Sat, or Everyday checkboxes, select what days
you want the operator to be enabled.
•
From the Operator dropdown list, select the operator whom you want to enable.
14. Click on the Save Schedule toolbar button to save your settings.
To select the language greetings for business hours:
Selecting business hours greetings allows you to define which common greeting to play
(language-wise) and the time it should be played
1. In the Company Advanced tab toolbar, click on the Business Hours icon. The Business
Hours dialog box appears:
2. From the Closed Greeting dropdown list, select the phrase that you want to play when
callers call outside of business hours.
•
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In the Time From field, scroll to the time (hours and minutes in 24-hour format) that the
greeting is to start or enter the time in the field.
5
•
In the Time To field, scroll to the time (hours and minutes in 24-hour format) that the
greeting is to end or enter the time in the field.
NOTE: Select the All Day checkbox if you want the greeting to play at any time of
day. If no time is entered, the system will assume All Day by default.
NOTE: A value of From 13:00 to no value indicates 1:00 PM to midnight. The
maximum value is 23:59 and the minimum value is 0:00.
NOTE: Other than a No value, the From field can not be greater than the To field.
4. Select the checkboxes of the days of the week on which you want the greeting to run.
NOTE: If you want the message to run every day, select the Everyday checkbox.
5. From the Greeting dropdown list, select the greeting that is to play during the specified
time.
6. Click on the Save Schedule toolbar button.
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To enable transfer supervision:
Enabling transfer supervision allows the Administrator to specify the levels of supervision of
both external and internal extensions.
1. In the Admin tree, highlight PBX > Company > Feature Group. The list of feature
groups appears in the righthand pane.
2. Doubleclick on a feature group. The Feature Group > General screen appears.
3. Click on the Transfer Types tab:
4. In the Internal supervision feature box, select:
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•
the None radio button for no supervisory capabilities at all; essentially, a Blind Transfer
•
the Busy radio button to enable a busy signal on internal extensions.
5
•
in the No of rings text field enter the number of times the system will ring, during which
time we may transfer supervision to another User.
•
the Language radio button to enable the system to handle calls in the language that is
chosen by the caller in the common greeting.
•
the Busy/NA radio button to enable a busy signal on internal extensions.
•
the Transfer validation prompt checkbox to enable the system to prompt the User for
his/her consent before transferring a call.
5. In the External supervision feature box, select:
•
the None radio button for no supervisory capabilities at all; essentially, a Blind Transfer.
•
the Busy radio button to enable a busy signal on external extensions.
•
the Centrex checkbox if the system is employing a PBX using Centrex code.
•
in the No of rings text field, enter the number of times the sytem will ring, during which
time we may grant it permission to transfer the call to an external User.
•
the Busy/NA radio button to enable a busy signal on internal extensions.
•
the Transfer validation prompt checkbox to enable the system to prompt the User for
his/her consent before transferring a call.
•
the Outdialing validation prompt checkbox to first confirm with the User before making an external call.
6. In the No of times to repeat prompt text field, enter an integer value to determine
how many times the system will repeat a prompt before it concludes.
7. In the Screen Pop Duration & Pre Transfer Event feature box, select:
•
the Ring radio button to present the caller with a ring tone. Enter an integer value in the
sec text field to set the maximum length of rings.
•
the Music radio button to present the caller with music. Enter an integer value in the sec
text field to set the maximum length of music
•
the Custom File (15 sec to 60 sec) radio button to present the caller with a custommade file. Enter in the text field the length of time the file to be played, then click on the
ellipsis (...) button to search for the filepath. The custom file must be at least 15 seconds in length. The file will be terminated should it run beyond 60 seconds.
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8. Click on the Save Feature Group toolbar button.
9. Repeat Steps 1~8 for every feature group for which you want language supervision
enabled. Your multilingual environment is now set up.
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Specifying the C.O./ Channel Assignment
Line Answering parameters define how the telephone system and the auto attendant system
ports are utilized. When more than one company shares the same telephone system, it is
possible to set-up the system with "Floating Ports." This means both companies share the
same Inbound Ports.
However, the C.O. Lines used by each company must be identified so that the system knows
which company greeting to play. For example, if you have two companies using a four port
system and each company has two incoming C.O. Lines, dedicate C.O. Lines one (1) and two
(2) for company A, and dedicate C.O. Lines three (3) and four (4) for company B. Both
companies will use Inbound Ports one (1) to four (4), or as many as you have installed.
HINT: When there is only one company, there is no need to dedicate any C.O. lines.
These assignments do not have to be independent of one another if you setup
multi-tenanting with C.O. Line assignment. Under voice channel allocation you must
configure channels that have been allocated to this particular company.
If Telephony Office-LinX is set up for only one company, follow the outline for a single
company. For multiple companies, follow the outline for Multi-Tenanting.
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To specify the C.O. Assignment:
1. On the Company screen, select the C.O./Channel Assignment tab:
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2. Under the C.O. Assignment listbox, click Add. The C.O. Assignment dialog box appears:
5
3. In the From and To fields, enter the number of C.O. lines the system uses to receive
incoming calls, then click OK. The C.O Assignment listbox displays the C.O. lines you
have specified:
NOTE: If your telephone system does not have C.O. Line identification, you may
simulate C.O. Line identification. Set up the C.O. Lines to ring into real extensions
that are programmed to forward all calls to Server Pilot. On the "Inband
Parameters" screen, enter the inband that you would normally receive from a
forwarded extension into the Parameter 190 - "Inband Outside C.O. Call". On the
company screen, enter the extension number of this forwarded extension in the
C.O. Lines field.
For example, Extension 123 is to be used to identify a call for company A. The
code sent by the telephone system to the server is 99E. In parameter 190, enter
99E. On the company screen, in the C.O. Lines field enter From: 123 and To: 123.
Companies must be listed sequentially according to C.O. Line Number whenever
multi-tenanting based on CO Line Number is used.
4. In the Voice Channel Assignment listbox, click Add. The Voice Channel Assignment
dialog box appears:
5. In the From field, enter the first voice channel.
6. In the To field, enter the last voice channel.
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7. Click OK. The Voice Channel Assignment listbox displays the voice channels that you
have specified:
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8. Complete the channel configuration for the company by specifying the corresponding
channels in the following fields on the Company > C.O. / Channel Assignment screen:
•
In the Notification Channels field, enter the specific port on the UM that you want to
use for outcall notification (e.g. phone, beeper).
NOTE: You can allocate anything from 1 to all ports. You can also dedicate specific
ports for each company.
•
In the Wakeup Call Channels field, enter a specific port (voice channel) that is different from notification if the company is using the wakeup call feature. This identifies the ports to be used for wakeup calls.
•
In the Mass Recall Channels field, enter the special notification function that continuously notifies the user of new messages until the messages are listened to.
NOTE: This field can have dedicated channels. For light port activity usage, they
can be the same as the notification ports.
•
In the Desktop Channels field, enter the channel numbers that will be used to play
back messages (from Outlook and Client).
•
In the AMIS Channels field, enter the number of AMIS channels.
•
In the Broadcast Channels field, enter the number of Broadcast channels.
•
In the Soft Fax Channels field, enter the number of channels for soft fax.
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Examples for configuring multi-tenanting
Telephony Office-LinX server offers two (2) configuration setups for supporting multiple
companies:
•
Assigning specific C.O. trunks to a specific company
•
Assigning specific voice mail ports to a specific company
By setting up one of these two scenarios, you can support multiple companies for answering
and transferring calls on the UC server. This allows you to create a set of independent
attributes related to the automated attendant and the answering functions for each
company or department configured.
The best solution is to dedicate C.O. channels. This allows you to allocate all voice ports to
every company. This way they are sharing the voice channel resources and do not have to
factor in busy and non busy periods. You will be optimizing your voice channels and your
automated attendant if you configure Multi-tenanting with C.O. assignments vs. Voice
channel assignments. Only use voice channel assignments when the PBX is unable to send
you information on the incoming C.O. call via the voice port. In these circumstances your
only choice becomes voice mail port assignment.
Telephony Office-LinX will allow an unlimited number of company creations. For practical
purposes, however, you will be limited by the number of C.O. lines or voice channels the
system is configured for.
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Configuring multi-tenanting using C.O. line assignment
In this scenario, all voice ports are added to all companies.
To configure multi-tenanting using C.O. line assignment:
1. Open a company from the Administration Console.
2. Click the C.O./Channel Assignment tab. The C.O./Channel Assignment dialog box
appears:
NOTE: Make sure that all the voice mail extensions are listed in the voice channel
assignment box.
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3. Click Add. The C.O. Assignment dialog box appears.
4. Add the C.O. lines that belong to the specific company. For example, in the From field,
enter 01. In the To field, enter 04 and click OK. The C.O. Assignment listbox displays
the C.O. lines specified.
5. Repeat this sequence for non sequential dedication. For example, if you want to
configure lines 1-3 and lines 7-8 to company one, click Add and add each sequence
independently.
6. If you are adding one line, fill in the From field and leave the To field blank.
7. Once you have assigned the C.O. lines to this company, click
to advance to the next
company. Repeat Steps 1-2, but dedicate a different set of C.O. lines to this company.
For example, in the From field, enter 05 and in the To field enter 010. Repeat these
steps for any other company that is required for your multi-tenanting setup.
8. Complete the channel configuration for each company by specifying the corresponding
channel in the following fields:
•
In the Notification Channels field, enter the specific port on the UM system that you
want to use for phone and beeper notification.
NOTE: You can allocate anything from ’1’ to all ports. You can also dedicate
specific ports for each company.
•
In the Wakeup Call Channels field, enter a specific port (voice channel) that is different
from notification if the company is using the wakeup call feature.
•
In the Mass Recall Channels field, enter the special notification function that delivers
notification and turns off once one recipient responds.
NOTE: This field can have dedicated channels. For light usage they can be the
same as the notification ports.
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•
In the Desktop Channels field, enter the voice channel to use when playing back messages from your desktop to your phone. This will resolve conflicts with notification.
NOTE: It is recommended you allocate separate ports for desktop and notification
to eliminate the chance of collision between the two events.
•
In the AMIS Channels field, enter the number of AMIS channels.
•
•
9. Click the Save Company icon.
NOTE: The configuration function in each tab of a company setup can be
independent of each company. This provides true differentiation and multitenanting.
Removing a C.O. line assignment
You can remove a C.O. Line Assignment from a company.
To remove a C.O line assignment:
1. Open a company.
2. Select the C.O./Channel Assignment tab. The Company > C.O./Channel
Assignment screen appears.
3. Highlight the C.O. Line Assignment you want to delete and click Remove.
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Configuring multi-tenanting using port assignments
Many telephone systems do not provide C.O Line identification. Nevertheless, it is still
possible to configure Telephony Office-LinX with multiple companies by assigning a specific
voice port to a particular company. All calls received by this port will be answered by that
company's greeting.
NOTE: This method dedicates your voice ports directly to each company. The number
of possible companies is limited to the number of voice cards that fit in the computer
(Server).
In this scenario make sure that you go to each company created and you add all C.O. lines to
all companies. Then add specific voice mail ports to each specific company. Now when a call
comes in on a specific voice channel, the system knows which company to answer with. In
this scenario you will also need to program your telephone switch to forward specific C.O.
lines to specific phone extensions that will be connected to the particular voice mail ports.
(See your switch programming manual for more information).
Special considerations
When using this method, Telephony Office-LinX must be able to access at least one voice
port to perform several tasks. The most common of these tasks is Message Waiting
Indication. When a message is received or retrieved, an inband code is sent to the telephone
system that activates/deactivates an extension's message waiting indicator.
CAUTION: Although ESNA Technologies uses CTI for Message Waiting Indication, if
you are using other switches, it is best to dedicate the last port for all notification
functions. Do not assign this port to a company.
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Port assignment
You must assign the port numbers for each company to answer. For example, if you have
three companies sharing a 4-port system, you should dedicate port one (1) to Company A,
port two (2) to Company B, and port three (3) to Company C. Port four should be dedicated
to Message Notification.
To assign these values on Company A, enter 1 in the "To" and "From" fields. For Company
B, enter 2 in the same fields, and enter 3 for Company C.
To configure multi-tenanting using ASR/Voice Verification Assignment:
1. Open a company.
2. Click the C.O./Channel Assignment tab.
3. In the Voice Channel Assignment listbox, click Add. The Voice Channel Assignment
dialog box appears:
4. For this example, enter ’1’ in the From field and enter ’2’ in the To field, then click OK.
The Voice Channel Assignment listbox displays the ports that you have specified.
5. Once you have assigned the Voice Channel ports to this company, click
to advance
to the next company. Repeat Steps 3-4 but dedicate a different set of voice channel ports
to this company. For example, in the From field, enter 3 and in the To field enter 4.
Repeat these steps for any other company that is required for your multi-tenanting
setup.
6. Complete the configuration for the company by specifying the corresponding channels
in the following fields on the Company > C.O. / Channel Assignment screen:
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•
In the Notification Channels field, enter the specific port on the UC that you want to
use for outcall notification (e.g. phone, beeper).
NOTE: You can allocate anything from 1 to all ports. You can also dedicate specific
ports for each company.
•
In the Wakeup Call Channels field, enter a specific port (voice channel) that is different from notification if the company is using the wakeup call feature. This identifies the ports to be used for wakeup calls.
•
In the Mass Recall Channels field, enter the special notification function that continuously notifies the user of new messages until the messages are listened to.
NOTE: This field can have dedicated channels. For light port activity usage, they
can be the same as the notification ports.
•
In the Desktop Channels field, enter the channel numbers that will be used to play
back messages. (From Outlook and UC Client).
•
In the AMIS Channels field, enter the number of AMIS channels
•
NOTE: It is recommended that you allocate separate ports for desktop port
activities to eliminate the chance of collision between two events.
•
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Removing a ASR/voice verification assignment
You can remove a ASR/Voice Verification Assignment from a company.
To remove an ASR/voice verification assignment:
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1. Open a company from the Administration console and select the C.O./Channel
Assignment tab.
2. Highlight the assignment you want to delete and click the Remove button.
6
Maintaining Mailboxes
Mailbox Structure on page 209
Maintaining Organizational Units on page 210
Maintaining Mailboxes on page 212
Creating a Mailbox on page 221
Specifying Advanced features on page 225
Specifying Transfer Options on page 241
Specifying Message Options on page 244
Specifying Notification on page 247
Specifying Addresses on page 257
Specifying IMAP properties on page 266
Maintaining Locations on page 270
Adding a location on page 272
Setting a location schedule on page 280
CHAPTER 6 - MAINTAINING MAILBOXES
6
Re-routing CTI Options on page 284
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Mailbox Structure
The Telephony Office-LinX Administrator console allows you to build a convenient mailbox
structure, one in which you can maintain the following:
•
Organizational units - groupings of mailboxes based on tasks, responsibilities and
inter-company hierarchies. For example, if you wanted to group a number of mailboxes
for the Sales department, you would first create an organizational unit. You would name
this unit ’Sales’ and populate it with the mailboxes of all members of your Sales
department.
•
Mailboxes - You can create mailboxes for individual resources--John Smith, for
example--or for a location like "Front Desk" or "Development Meeting Room 2".
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Maintaining Organizational Units
With organizational units, you can maintain all the mailboxes in your company by
department ("org units").
210
Org units are mailbox group folders created on the basis of tasks, responsibilities and intercompany hierarchies. For example, if you wanted to group a number of mailboxes for the
Sales department, you would first create an organizational unit. You would name this unit
’Sales’ and populate it with the mailboxes of all members of your Sales department. Then,
you would create a mailbox for every member of the Sales department in this folder.
6
Creating an org unit
To create an org unit:
1. In the Admin tree, expand Company (lefthand pane) and highlight Mailbox Structure.
All existing mailboxes are displayed in the righthand pane.
2. Rightclick on Mailbox Structure and select New > Organizational Unit. The
Organizational Unit dialog box appears:
•
In the Organizational Unit Name field, enter a short, unique name for the org unit.
•
From the PBX Node dropdown list, select the PBX node of the org unit.
4. Click OK. The new organizational unit appears in the Admin tree structure.
NOTE: To delete an organizational unit, simply highlight the offending example,
rightclick and select Delete. A dialog box will present you with the option of
keeping or deleting mailboxes within that organizational unit. Select the
appropriate radio button as suits your needs.
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Maintaining Mailboxes
Opening a mailbox
To open a mailbox:
212
1. In the Admin tree, highlight Mailbox Structure. All organizational units and mailboxes
are displayed in the righthand pane.
2. In the lefthand pane, highlight the organizational unit containing the mailbox you want
to open. All mailboxes belonging to the organizational unit are displayed in the
righthand pane:
6
3. Doubleclick on a mailbox. The Mailbox > General screen appears:
NOTE: Once you have opened a mailbox, you can open another mailbox by
toolbar buttons.
clicking on the
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Adding a range of mailboxes
Instead of creating a series of mailboxes one at a time, you can create a range of mailboxes
under a particular Feature Group. Once you have created the mailboxes, you can go back
and specify the options for each mailbox.
To add a range of mailboxes:
1. Highlight Mailbox Structure or expand it and select an organizational unit in which to
locate a range of mailboxes.
2. Click the Add Range of Mailboxes toolbar button
Mailboxes dialog box appears:
. The Create Range of
3. Select one of the following:
•
Empty Mailboxes to be edited later - Select this radio button to add a range of empty
mailboxes that you can edit later as required.
•
Apply Mailbox Template - Select this radio button and choose the template you want
to apply to the range of mailboxes from the accompanying dropdown list.
•
Copy from Mailbox - Select this radio button to use an existing mailbox as a base from
which to create a range of new mailboxes.
4. From the Group Name dropdown list, select the feature group you want the mailboxes
to be associated with.
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•
In the From field, enter the first number in the range.
•
In the To field, enter the last number in the range.
6. Click OK. The range of mailboxes is created.
Resetting a mailbox
If you make a mistake when creating a mailbox or a mailbox is no longer needed for an
absent employee, you can reset the mailbox and create new properties, rather than deleting
it and starting all over.
NOTE: This feature can also be used in the hospitality module when guests check in
and out of a hotel.
CAUTION: You can not undo a mailbox re-set.
To reset a mailbox:
1. Open a mailbox.
2. In the Mailbox toolbar, click the Reset mailbox. A message dialog box appears,
prompting you to confirm the reset.
3. Click Yes. The mailbox is reset.
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Finding a mailbox
This feature allows you to search quickly for a mailbox to edit, configure, or delete.
To find a mailbox:
216
1. In the Admin tree, expand Company (lefthand pane) and highlight Mailbox Structure.
All existing mailboxes are displayed in the righthand pane.
2. Rightclick on Mailbox Structure and select Find Mailbox. The following dialog box
appears:
•
In the Mailbox From and Mailbox To text fields, enter integer values to establish a
range of mailboxes from which to search.
•
In the Feature Group From and Feature Group To text fields, enter integer values to
establish a range of feature groups from which to search.
•
In the Name First and Name Last text fields, enter the given name and the surname of
the owner of the mailbox for which you are searching.
•
In the Desktop Capabilities feature box, select one or more of the checkboxes depending on which mailboxes of specific desktop capabilities you desire the system to return.
For example, if you select the Standard checkbox, the search will return only mailboxes
with Standard capabilities. If, however, you select all checkboxes, any mailbox in the
system can be returned in the search.
6
•
From the Storage Mode feature box, select one or more of the checkboxes depending
on which mailboxes of specific storage modes you desire the system to return. For example, if you select the Database checkbox, the search will return only mailboxes of a
’Database’ storage mode.
NOTE: For more information on storage modes, see Specifying IMAP
properties on page 266.
4. Click Find. The system searches for and returns any mailboxes that fit your specified
parameters.
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Deleting a mailbox
Deleting a mailbox from the Administration console
To delete a mailbox from the Administration Console:
1. Expand Mailbox Structure. All existing organizational units are displayed.
2. Highlight the organizational unit containing the mailbox you want to delete. All
mailboxes contained in the unit you highlighted are displayed in the righthand pane.
3. Highlight the mailbox you want to delete in the righthand pane and click the Delete
toolbar button. A message dialog box appears, prompting you to confirm the deletion.
NOTE: The Delete icon appears only after you highlight a mailbox.
4. Click Yes to go ahead with the deletion. The selected mailbox is deleted.
Deleting an open mailbox
To delete an open mailbox:
1. Open a mailbox.
2. Click the Delete Mailbox toolbar button. A message box appears, prompting you to
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Mailbox Templates
The Admin console allows you to maintain any number of mailbox templates, which are in
effect saved mailboxes to be used and reused as bases for creating numerous similar
mailboxes for a company.
To create a mailbox template:
1. In the Admin tree (lefthand pane), highlight Mailbox Structure. Any existing mailbox
templates are displayed in the righthand pane.
2. Rightclick on Mailbox Templates and select New > Mailbox Templates. The Mailbox
Template > General screen appears. Alternatively, doubleclick on an existing mailbox
template.
•
In the Template Number field, enter a default number for the template.
•
In the Template Name field, enter a default name for the template.
•
In the Account Code field, enter the default account number. This is used to pass
account number information for the billing of toll charges back to the individual user.
•
In the Password and Confirm Password fields, enter a default mailbox password and
then confirm that password.
4. Click on the Save as Mailbox Template toolbar button.
NOTE: For detailed steps on the configuration of mailbox templates, please
consult the chapter index on page183.
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Toolbar buttons
The following buttons allow you to perform various tasks within the Mailbox application:
Button
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Name
Function
Add Range of Mailboxes
Allows you to add a range of mailboxes
Add Mailbox
Allows you to add a single mailbox
Reset Mailbox
Allows you to reset all mailbox information
Delete Mailbox
Allows you to delete a mailbox
Save Mailbox
Allows you to save a mailbox
Refresh Mailbox
Allows you to refresh a mailbox. If you have unsaved
changes, you will be prompted to save them.
First/Previous/Next/Last Mailbox
Allows you to scroll between mailbox records
Mailbox Clipboard
Allows you to set aside a saved item for later
copying.
Paste From Mailbox Clipboard
Allows you to paste an item from the Mailbox
Clipboard elsewhere.
Save as Mailbox Template
Allows you to save a mailbox as a template.
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Creating a Mailbox
After you have installed Telephony Office-LinX, you can create as many mailboxes as your
license will allow.
To create a mailbox:
1. In the Admin tree, highlight Mailbox Structure. If you want to create a mailbox
specifically for an existing organizational unit, expand Mailbox Structure to show all
organizational units and open the desired organizational folder.
2. Rightclick on Mailbox Structure (if you want to create an independent mailbox) or on
an organizational unit (if you want to create a mailbox specifically for an organizational
unit).
3. Select New > Mailbox. The Mailbox > General screen appears.
4. Click Add New Mailbox. The General dialog box appears.
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From the Mailbox > General screen you can control options such as mailbox number, last
and first name, gender, feature group, organizational unit, account code, numeric password,
and POP3/IMAP4 user name and password.
1. Telephony Office-LinX automatically increments the mailbox number by one. If you want
to change it, enter the new mailbox number in the Mailbox Number field.
NOTE: If you want to change an existing user’s mailbox number, enter the new
number in the Mailbox Number field and click Save. As a precautionary method
to ensure that mailbox data is not lost, a mailbox entry based on the new number
is created. The old mailbox number will still exist and can be deleted once
information regarding the newly assigned mailbox is confirmed.
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2. In the Last Name field, enter the last name of the user.
3. In the First Name field, enter the first name of the user.
4. In the Gender field, enter the user gender.
5. From the Feature Group dropdown list, associate a feature group with the mailbox.
6. In the Organizational Unit field, select from the dropdown list the organizational unit
of the mailbox. This will determine the TTS language to be played.
7. In the Account Code field, enter the account number. This is used to pass account
number information for toll charges billing back to an individual user.
NOTE: The Address field displays the current default address set for the mailbox.
This field is readonly.
8. In the Address field, enter the internal mailbox extension. Hamish Growler (mailbox 311
on the previous page) might have an extension of 681. In this case, you would enter
’681’ in the this field.
9. Click the Save Mailbox toolbar button.
NOTE: When you click Create Mailbox, a new record screen appears with the
next sequential number after the highest mailbox created. If you want to change
this number, enter it in the Mailbox Number field.
Setting a numeric password
Setting a numeric password allows a user to ensure mailbox content security.
To set a numeric password:
1. In the Password field, enter the user’s password.
2. In the Confirm Password field, enter the user’s password once more.
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Setting a POP3/IMAP4 password and User Name
You have the abillity to set a POP3 or IMAP4 password. The IMAP password is for integrated
messaging. If you are using IMAP, please refer to Configuring IMAP4/POP3 integrated
messaging on page 267.
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To set a POP3/IMAP4 password:
1. In the User Name field, enter the user’s name.
3. In the Confirm Password field, enter the user’s password once more.
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Specifying Advanced features
From the Mailbox > Advanced screen, you can specify the Personal Operator. You can also
create a distribution list that can be used to send voice mail messages to more than one
mailbox.
To specify Advanced features:
1. Click on the Advanced tab:
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2. From the Personal Operator dropdown list, select a personal operator if you have a
different person as your operator.
NOTE: This field is optional, but if you select an operator, you must also specify a
mailbox.
This mailbox is recognized as the operator for this individual. When the caller is in
a particular mailbox and clicks 0 - assuming this field is set - this user will be
directed to the mailbox specified in this field rather than the company’s active
operator.
3. In the D.I.D Trunk field, enter the trunk number that the system will use to access the
voicemail of this particular user. This field is normally used for Norstar Systems.
4. Select the Customize TUI checkbox if you want to select a customized TUI from the
accompanying dropdown list. Clicking Browse (...) allows you to create a TUI or modify
one (if you selected a TUI from the dropdown list) from the Customize TUI screen.
NOTE: Browse is enabled only if you select Customize TUI.
5. Select the Voice Menu checkbox to have the user’s calls answered with a customized
voice menu offering callers a variety of choices. From the dropdown list, select a voice
menu to use for this mailbox.
Click Browse to browse the voice menus.
NOTE: A voice menu must be created before it can be applied to a mailbox.
6. Select the Fax Desktop checkbox to give the mailbox integrated fax capability (i.e.
outbound fax).
NOTE: Step 6 will enable the Windows Account Name field. This field must be
completed to allow the use of the integrated fax feature by the mailbox owner.
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7. In the Windows Account Name field, enter the account name that is used to log into
the client PC. Format is: domainname\username.
8. From the Date Format dropdown list, select a date format for the mailbox. The default
format is YYMMDD.
9. From the PBX Node dropdown list, select the PBX node on which the mailbox will
reside.
10. Select the Fax Desktop checkbox to give the mailbox fax-from-desktop capability.
11. Select the Web Client User checkbox to give the mailbox Web Client capability.
12. Select the Speech User checkbox to give the mailbox ASR capability.
13. Click on the Save Mailbox toolbar button.
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Setting desktop capabilities
Desktop Capabilities settings enable the Administrator to specify (or limit) the desktop access
for each user. Desktop capabilities are license-based and will give certain users access to
unified communications via the IMAP TSE Gateway.
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To set desktop capabilities:
1. Under Desktop Capabilities (Mailbox > Advanced screen), select the access category
for the mailbox user:
Desktop Capability
Function
Standard
Use of Groupware forms to play a message, use of voice delete button,
and turn off MWI
Use of IMAP direct to access messages
IMAP pointers
CTI
All Standard capabilities, plus:
- use of Web Client to access voice/fax messages
- use of Client Manager application
Basic Unified Messaging
All Standard capabilities, plus:
- Outlook forms for phone playback from email
Unified Communications
All Standard and CTI capabilities, plus:
- use of IMAP TSE gateway for unified messaging
Advanced Unified Messaging
UM user with no CTI capabilities but full message synchronization
capability and access to email over the telephone
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NOTE: With regards to the practice of license borrowing, UC licenses alone will be
borrowed, if available. For example, in a system of five UC licenses, of which three
have already been assigned, a remaining license may be "borrowed" from UC and
employed for CTI, Standard, or any other desktop capability. The System
Administrator has only to select the desired option from the Desktop Capability
dropdown list; the system will make the necessary adjustment behind the scenes.
Be aware that only UC licenses may be used in this manner.
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Creating a distribution list
Instead of sending the same email to one user at a time, you can create a Distribution List
consisting of one or more mailboxes. This allows you to send the message to multiple
recipients.
To create a distribution list:
1. On the Mailbox > Advanced screen, click the Distribution Lists button. The
Distribution List dialog box appears:
2. In the List Number field, enter the number that you want to assign to this list.
3. In the List Name field, enter the name that you want to assign to this list.
NOTE: The List Number and List Name assigned to a Distribution List must be
unique.
4. From the Mailbox No. listbox select the mailboxes you want to include in the
Distribution List and click the Add button. If you want to add the entire directory of
mailboxes, click the Add All button.
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5. From the Site No. listbox, select the remote site address(es) you want to include in the
Distribution List and click the Add button.
NOTE: For this to be enabled, you must have AMIS or VPIM set up.
6. On the Remote Site dialog box, enter the remote site address and click OK. The site is
added.
7. In the E-mail field, enter any additional email address that you want to be included in
the distribution list.
SMTP must be configured in order for E-mail to function.
The Distribution List listbox will list all the addresses and sites that you have added.
8. Click the Save Distribution List toolbar button.
9. You can always remove addresses and sites from the listbox by selecting the site/address
and clicking Remove.
NOTE: When you have created multiple distribution lists, you can conveniently
access each one by using the Go To dropdown list and select it in the distribution
list name.
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Creating a folder
You can create custom folders in the user’s mailbox for message storage. The folders created
will automatically be created in another message server (fax, for example) when this user is
bound for unified messaging.
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To create a folder:
1. On the Mailbox > Advanced screen, click the Folders button. The Folders dialog box
appears:
2. Highlight the folder you want the sub-folder to be created under and click the Add
toolbar button. The Add Folder dialog box appears:
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3. In the Folder Name field, enter the name of the new folder and click OK. The Folders
dialog box displays the new folder:
Deleting a folder
You can delete any folder you have created, with the exception of system folders (Outbox,
for example).
To delete a folder:
appears.
2. Highlight the folder you want to delete and click the Delete button. A message box
appears, prompting you to confirm the deletion of the folder.
3. Click Yes to proceed with the deletion. The selected folder is deleted.
Renaming a folder
You can rename any folder, with the exception of a system folder.
To rename a folder:
appears.
2. Highlight the folder you want to rename and click the Edit toolbar button.
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3. Enter the new name for the folder and press Enter. The folder is renamed.
Refreshing a folder
On the Mailbox > Advanced screen, click the Refresh toolbar button to update
information pertaining to the folders.
Creating a directory listing
Telephony Office-LinX allows the user to create different versions of their name and store
these versions in the company directory. A caller can then spell the user’s name or speak the
name to the speech enabled automated attendant.
The mailbox must be set in a feature group that has the company directory feature set. The
mailbox will then be accessible via ASR (automatic speech recognition). In the mailbox, a
user can define multiple names to be used for directory purposes (e.g. first name, last name,
maiden name).
NOTE: When defining a name for the Directory Listing, you have the choice of
entering it as it is spelled or defining it phonetically. Which you choose to do depends
on how the name is pronounced. Although a name like ’Bob’ is fine as it is, one like
’Malcolm’ would, for ASR purposes, most accurately be pronounced as ’Malcome’. A
surname like ’Gloucester’ would be best defined as ’Gloster’, as per its correct
pronunciation.
When a mailbox is created and the first name, last name and username are specified, the
information is automatically entered into the Directory List screen. While in this window, you
can add and move these names, as necessary.
NOTE: As the standard ASR engine only supports 250 names, you will need to
upgrade if you are planning to enter more then 500.
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To create a directory profile for a user:
1. On the Mailbox > Advanced screen, click the Directory Listing button. The Directory
Listing dialog box appears:
2. Click the Add toolbar button. The New Directory Listing dialog box appears:
3. Enter an alternate spelling of the user’s name and click OK. The Directory Listing dialog
box appears and displays the new listing.
4. Close the window and close the dialog box. Having returned to the Mailbox >
Advanced screen, click the Save Mailbox toolbar button. The Directory listing is saved.
Renaming a directory listing
Telephony Office-LinX gives you the option of renaming an existing Directory listing.
To rename a directory listing:
Listing dialog box appears.
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2. Highlight the Directory listing you want to rename and click the Edit toolbar button.
3. Make the name change and close the dialog box.
4. Back on the Mailbox > Advanced screen, click the Save Mailbox toolbar button to
save your changes.
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Deleting a directory listing
You can delete a Directory listing.
To delete a directory listing:
Listing dialog box appears.
2. Highlight the Directory listing you want to delete and click the Delete toolbar button.
3. Close the dialog box. On the Mailbox > Advanced screen, click the Save Mailbox
toolbar button.
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Creating a workgroup
A workgroup can be conveniently accessed through Client Manager, allowing a user to send
messages to specific members via Lan Talk.
To create a workgroup:
1. On the Mailbox > Advanced screen, click the Workgroup button. The Workgroup
dialog box appears:
2. In the Workgroup Number field, enter a number for the workgroup you are creating.
3. In the Workgroup Name field, enter a name for the workgroup you are creating.
4. Select the Popup notification... checkbox should you wish to be informed when users
in a particular workgroup log into UC Client Manager.
5. From the Mailbox No. listbox, highlight the user you want to add to the mailbox
workgroup.
6. Click the Add button. The selected user is added to the Workgroup listbox.
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7. Repeat Steps 4 and 5 to add more users to the mailbox workgroup.
NOTE: You can click Add All to add all users at once.
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8. Click the Save Mailbox toolbar button when you are finished adding users to the
mailbox workgroup.
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From the Mailbox > Mailbox Options screen, you can specify mailbox options.
To specify Mailbox Options:
1. Click the Mailbox Options tab:
•
Select the Security Locked Mailbox checkbox to lock the mailbox after multiple unsuccessful login attempts.
•
Select the Enable ASR for Public Contacts checkbox to enable ASR capabilities for
public contacts.
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•
Select the Enable ASR for Private Contacts checkbox to enable ASR capabilities for
private contacts.
•
Select the Send Business Card checkbox to allow the user to send personal contact
"signature" information with all messages.
•
Select the Receive Business Card checkbox to allow the user to receive personal
contact "signature" information with all messages.
•
Select the Record all Incoming Calls checkbox to have all incoming calls to the mailbox
recorded.
•
Select the Show Hints checkbox to have Hints help documentation display by default
throughout the Web Client windows. The Hints help documentation, shown in yellow
strips at the top of each screen, will display in Web Client for the user until the user turns
it off.
•
Select the Show Getting Started checkbox to have the Getting Started page display in
Web Client. The Getting Started page will display until the user turns it off.
•
Select the ’On’ Tutorial radio button if you want the user to be prompted with the tutorial when accessing his/her mailbox through voice mail.
•
All messages are tagged with a Date and Time stamp. Select the ’Yes’ Say Date and
Time radio button if you want the user to hear the time and date stamp before every
message.
•
Message Playback Order - users can listen to their messages by either FIFO or LIFO:
FIFO (First In, First Out)
FIFO plays the oldest message first and the newest message last
LIFO (Last In, First Out):
LIFO plays the newest message first
Select LIFO or FIFO based on how you want the mailbox to behave.
•
Message Light Status - select the On radio button to enable the Message Light Status
indicator. Otherwise, select the Off radio button.
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Specifying Transfer Options
From the Mailbox > Transfer Options screen, you can specify the transfer options currently
active for a mailbox. Transfer Options include Call Screening, Call Forwarding, Status, Call
Queuing and paging capabilities.
NOTE: The user can change the transfer options using either TUI or GUI only if
permission is given in the associated feature group.
To specify Transfer Options:
1. Click on the Transfer Options tab:
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2. Select the Call Screening checkbox if you want the system to instruct callers who wish
to transfer to an extension to state their name at the tone.
NOTE: Call screening requires the call to be supervised and the user must be in his
or her group.
Before the call is transferred, the user hears the caller's name and be prompted by the
system to accept the call press <1>, to send to another extension press <2>, to accept
and record conversation press <3>, to send to your mailbox press <#>.
3. Select the Call Queuing checkbox if you want incoming calls to be placed in a queue
when an extension is busy. Callers are informed of their position in the hold queue and
given opportunities to either continue to hold or leave a voice message.
CAUTION: Call Queuing is available only on telephone systems that provide a busy
tone. Most telephone sets with multiple extension appearances do not produce a
busy tone.
4. Select the CampOn checkbox to enable the CampOn feature. Should a caller telephone
the User while the latter is already engaged on the phone - and assuming that the Camp
On feature is enabled - the caller may choose to be alerted the moment the User
completes his current call and is available for another.
5. Select Pre Transfer Paging if you want a user to be paged before the call is transferred.
When a caller requests an extension, the caller is put on hold and the system pages the
user. The system then waits for a definable period of time (this timer is defined in the
Advanced dialog with a default of 5 seconds) and then transfers the caller to the desired
extension.
6. Select Post Transfer Paging if you want the user to be paged after the call is
transferred.
When a caller transfers to an extension that is busy or is not answered, the caller is
forwarded to the user's mailbox. In the user's personal greeting, the caller can be given
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the option to page the user over the telephone intercom system (for example, "Press 4 to
have me paged"). Callers must be informed of the paging feature in the user's personal
greeting. The system does not have a pre-recorded prompt.
7. From the Caller ID dropdown list, select the desired option to get the caller ID.
NOTE: This option is required for desktop screen popups using UC Client
Manager. The UC Client Manager settings must also be configured to accept
screen popups.
Caller ID
Function
None
Turns off screen popups on desktop access.
Ask
Prompts caller to input their phone number prior to transferring the call. This
information will be used in screen popups if the user has desktop access.
POP
Provides a screen popup up even if caller ID information does not exist.
Ask and Pop
Asks the caller to manually input their number so it can be used in the screen
popups if no caller ID is available from the phone system or not passed by the telco.
This guarantees a number on all incoming calls to that user.*
NOTE: If a blank Caller ID is sent to the UC Client Manager, there will be no
popups.
8. Select the Enable (Call Forwarding) checkbox to forward calls from the automated
attendant to another mailbox
9. In the Call Forward to field, enter the mailbox that calls will be transferred to.
NOTE: When assigning a mailbox to the fax extension or Admin mailbox, you can
hit the Check Names or Address Book buttons to find the mailbox you are
looking for.
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Specifying Message Options
From the Mailbox > Message Options screen, you can control a user’s messaging options.
Creating a message forwarding address
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When a message is left for a user (voice, fax, email), you can specify how the system handles
it.
To create a message forwarding address:
1. Click on the Message Options tab:
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1. Click the Add button. The Addresses dialog box appears:
2. From the Destination Type dropdown list, select the type of destination address you are
specifying.
3. In the Destination field, specify the destination address.
NOTE: If you selected VPIM or AMIS, you must also enter a specific (VPIM or
AMIS) address in the Address field.
4. From the Forward Type dropdown list, specify whether you want the message to be
forwarded or relayed. Select Forward if you want messages to be sent as a forward from
the mailbox; select Relay to have the original message sent directly from the original
sender, as if the original message was meant to be sent to the forward address.
5. From the Voice Format dropdown list, select the format for voice messages. The
WaveUlaw8 format is recommended.
6. From among the Message Type checkboxes select the types of messages you want
forwarded to the destination address.
7. In the After hour(s) and minute(s) fields, enter how long the system should wait
before forwarding a message.
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8. Select the Attachment checkbox if you want to allow any attachments to be included in
the forwarded message.
9. Select the Disabled checkbox if you do not want the address enabled, but wish to store
it. If desired it may be enabled later.
10. Select the Locked checkbox to enable locking of the account after multiple login
attempts.
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11. Select the HTML Content checkbox to have files attached to messages be accessed only
through a link (HTTP).
12. Click OK. The address displays in the Mailbox > Message Options list.
13. Select the ’Yes’ Delete After Forward radio button if you want the system to delete
messages after they have been forwarded to the specified destination address(es).
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Specifying Notification
The Notification tab allows you to specify internal or external addresses that can be used to
notify a user that they have received new messages. Notification options include the ability
to receive notification via message lights, pager, or telephone, and options to allow or deny
outcalling and long distance dialing.
The Message Type option allows you to define different notification rules for different media
types such as voice mail, fax, or email. Fax has the ability to turn on or off while voice and
email can have specific notification rules.
Specifying Notification
To specify Notification:
1. Click on the Notification tab:
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•
From the LAP Mode dropdown list, select how the user will be contacted when they
have a page.
•
In the Local Area Paging field, enter the pager’s cap code.
•
From the Pager Baud Rate dropdown list select the pager’s baud rate.
•
From the Pager Type dropdown list, select the User’s pager type.
3. Select the Cascade Notification checkbox to instruct the system to send notification in
consecutive order to a list or defined notification schedule.
4. Select the Cascade Notification Loop Back checkbox to enable cascade notification
loop back, which is exactly like cascade notification except that it will not stop
notifications after all retries are complete, but will instead start again from the
beginning.
5. Select the Fax Mail checkbox if you want notification to occur when fax mail is sent.
6. Select the appropriate Voice Mail checkboxes to indicate the message type:
Message Type
Function
All
Notifies user of all voice mail messages that are received
Urgent
Notifies user only if an urgent voice mail message is received
With Caller ID
Notifies user only if voice mail message is accompanied with caller ID
Read Receipt
Notifies user if a sent voice message has been received
Confidential
Notifies user only if voice mail message is of a private status
Internal
Notifies user only if voice mail message is from an internal user
External
Notifies user only if voice mail message is from an external user
7. Select the appropriate Email checkboxes to indicate the message type:
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Message Type
Function
All
Notifies user of all email messages that are received
Urgent
Notifies users only if an urgent email message is received
Read Receipt
Notifies user if a sent email message has been received
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Confidential
Notifies user only if email message is of a private status
Internal
Notifies user only if email is from an internal user address
External
Notifies user only email is from an external user address
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Specifying a notification address
Telephony Office-LinX has the ability to notify a user if they have received any messages
while away from their desk. For example, if a user has received a voice mail message, you
can instruct the system to notify them by way of a call to their cell or home phone.
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This feature allows you to define multiple phone notification numbers per user. You can
define a default number (usually a user’s phone extension) as well as optional numbers the
user can be notified through a specific communication type (i.e. phone, beeper, email).
To specify a notification address:
1. Click the Notification tab, then the Notification Addresses tab:
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2. Click the Add button. The Notification Address dialog box appears:
3. From the Address dropdown list, select an address for notifications.
4. In the Busy field, enter the time to wait before retrying the number.
5. In the No Answer field, enter the time to wait if no one answers before the system
retries. The default is 30 minutes.
6. In the Call It field, enter the number of times a user may retry this number. The default
value is once.
7. Click OK. On the Notification Addresses tab, click the Save Mailbox toolbar button.
Editing a notification address
Currently configured notification addresses can be configured at any time.
To edit a notification address:
1. Click the Notification tab, then the Notification Addresses tab.
2. Highlight a Notification address and click the Edit button. The Notification Address
dialog box appears.
3. Make the required changes to the Busy, No Answer and Call It fields.
4. Click OK. On the Notification Addresses tab, click the Save Mailbox toolbar button.
Deleting a notification address
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You can delete a Notification address if you no longer want to use it.
To delete a notification address:
1. Click the Notification tab, then the Notification Addresses tab.
2. Highlight a Notification address and click the Remove button.
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Creating a notification schedule
You can create a notification schedule to specify a calendar setting for each notification
address. For example, you can schedule an email to be the active notification address for a
specific period of time.
To create a notification schedule:
1. On the Notification Addresses tab of the Mailbox > Notification screen, click the
Schedule icon . The Notification Schedule dialog box appears:
NOTE: The system sets the schedule to be enabled automatically. If you do not
want the schedule enabled, you must uncheck the Schedule Enabled checkbox.
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2. From the Default Address dropdown list, select the default notification address of the
schedule.
3. In the Description field, enter a concise title/description for the Notification schedule.
4. In the Time Start and End fields, indicate when the Notification schedule will begin to
be active and when it will cease to be active, respectively.
5. Indicate one of the following Notification schedule recurrence patterns:
•
Select the None radio button to indicate that the Notification schedule is inactive.
•
Select the Daily radio button to indicate that the Notification schedule will be active on a
day-by-day basis.
Select the Every X day radio button to specify an interval of activity for the Notification
schedule (every second day by entering 2 in the field, for example).
OR
Select the Every weekday radio button if you want the Notification schedule to be
active every weekday.
•
Select the Weekly radio button to indicate that the Notification schedule will be active
on a weekly basis. Next, in the Recur Every X week(s) on field, enter an interval of
active for the Notification schedule (every third week by entering 3 in the field, for example). Finally, check the boxes of the days of the week you want the sub menu to be in
effect. If then you wanted a Notification schedule to be active every second Monday,
Wednesday and Thursday, you would enter 2 in the field and select the Monday,
Wednesday and Thursday checkboxes.
•
Select the Monthly radio button if you want the Notification schedule to be active on a
monthly basis.
Select the Day radio button and indicate which day of the month you want the
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Notification schedule to be active.
OR
Select the The radio button and indicate which day of a month you want the
Notification schedule to be active. For example, if you want the Notification schedule to
be active on the second Monday of every second month, you would select the radio
button, select Second and Monday, and enter 2.
•
Select the Yearly radio button if you want the Notification schedule to be active on a
specific day of the year.
Notification schedule to be active.
OR
which you want the Notification schedule to be active. For example, if you want the
Notification schedule to be active on the second Thursday of every March, you would
select the radio button and select Second, Thursday and March from the dropdown
lists.
6. In the Range of Recurrence feature group, select a date from the Start dropdown list to
indicate a day on which the Notification schedule comes into effect.
Select the No end Date radio button if you want the Notification schedule to have no
end date.
OR
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want the Notification schedule to cease being in effect.
7. From the Start Menu dropdown list, select the Notification schedule that will run at the
times specified.
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8. Click the Save Schedule toolbar button.
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Specifying Addresses
The Addresses tab allows you to define the following multiple contact numbers per user:
•
Phone Number
•
E-mail/VPIM
•
Beeper
•
Fax
•
WAP
•
SMS Phone
•
SMS E-mail
•
Reply to
You can also set an automatic schedule to change the current address settings.
Displaying existing numbers for a user
Use the Addresses tab to display all addresses that have been assigned to a mailbox.
To display existing addresses:
1. Click the Addresses tab:
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2. Select one of the following radio buttons:
•
All - to display all added addresses
•
Defaults - to display the assigned default address
•
Only - then select a number category from the dropdown list to display specific numbers
Adding a phone number
You can add a phone number to a mailbox.
To add a phone number:
1. Click Add and select the first entry, Phone Number, from the menu. The Address dialog
box appears:
2. From the Type dropdown list, select a type of phone extension (internal/external).
NOTE: If you select External Extension, the Country dropdown list and Area/
City Code field becomes active.
If you select Internal Extension, the Message Light Assignment and Phantom
checkboxes become active.
3. From the Country dropdown list, select the country in which that phone is active.
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4. In the Area/City Code field, enter the area or city code for that phone number.
5. In the Number field, enter the phone number.
6. From the PBX Node dropdown list, select the PBX node of the phone number.
7. Select the Set as Default checkbox to define this number as your default address. You
may define one default address for each address category (phone, fax, email, WAP, SMS).
8. Select the Message Light Assignment checkbox to activate the mailbox extension that
will be used for initiating message waiting lights.
NOTE: If you have some telephone sets that provide message waiting lights and
some that do not, make sure that separate feature groups are assigned for each
type. Deactivate the Message Light field for the Feature Group that does not
support this feature.
If you have any mailboxes that do not have a corresponding telephone extension
(for example, phantom mailboxes that are used for voice menus, guest mailboxes)
do not enable this feature, as there are no message lights to activate.
9. Select the Phantom checkbox to indicate to the system that the number does not have a
physical extension.
10. Click OK.
Adding an email/VPIM address
You can add an email or VPIM address to a mailbox.
standard that allows different types of servers to pass voice and fax messages over the
Internet.
Creating a VPIM address allows you to create and send a message to a remote user mailbox,
or receive messages from a remote user located on a different messaging server. This is
performed via the network through a special protocol.
The VPIM address must be defined in order for the remote message to be received. Your ID
also allows the remote user to reply to your message. The Address may be defined as any
number other than your actual mailbox number, which is useful in multi-tenanting
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situations. Please see the second Note on page 232.
NOTE: The company domain must be defined before you can add a VPIM address.
To add an email or VPIM address:
1. Click the Add button and select E-mail/VPIM from the resulting menu. The Address
dialog box appears:
2. From the Type dropdown list, specify which address type (email or VPIM) you are adding.
3. Complete the Address field. For example, [email protected].
For VPIM addresses:
When VPIM is installed, the system will automatically create the VPIM address, giving it
the same number as the mailbox (for example, Mailbox 313 will have a VPIM address of
[email protected]).
NOTE: You can associate a different number with the mailbox if a conflict exists in
mailbox assignments for multi-tenant systems that use the same VPIM setting (for
example, Company 1 and Company 2 both have a mailbox 313). When a remote
user sends a message to [email protected], the system cannot determine which
user gets the message. The mailbox 313 in Company 2 can be assigned VPIM
address [email protected] and any remote VPIM message sent to that account
would be placed in mailbox 313 of Company 2.
4. Select the Set as Default checkbox to specify this address as the default.
5. Click OK.
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Adding a fax destination
You can add a fax destination number to your mailbox.
To add a fax destination:
1. Click the Add button and select Fax from the menu. The Address dialog box appears:
2. From the Type dropdown list, select a type of fax destination (internal/external).
NOTE: If you select Fax - External Extension, the Country dropdown list and
Area/City Code field becomes active.
3. From the Country dropdown list, select the fax destination.
4. In the Area/City Code field, enter the area or city code of the fax destination.
5. In the Number field, enter the fax number
6. Select the Set as Default checkbox to specify that particular fax number as the default.
7. Click OK.
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Adding a WAP (Wireless Access Protocol) number
You can add a wireless application device number to your mailbox.
To add a WAP number:
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1. Click the Add button and select WAP from the menu. The Address dialog box appears:
2. From the Country dropdown list, select the country in which the wireless device is
active.
3. In the Area/City Code field, enter the area code or city code of the wireless device
phone number.
4. In the Callback Number field, enter the phone number of the wireless device.
5. Select the Set as Default checkbox to specify that particular number as the default WAP
number.
6. Click OK.
NOTE: When using your cell phone micro-browser to access the UC WAP
gateway, this address is used to call and play back your messages. As a rule, this
address is the same as that of your cell phone.
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Adding a SMS Phone Number
You can add a SMS phone number to your mailbox.
To add a SMS Phone Number:
1. Click the Add button and select SMS Phone from the menu. The Address dialog box
appears:
2. From the Country dropdown list, select the country in which the SMS phone is active.
3. In the Area/City Code field, enter the area code or city code of the SMS phone number.
4. In the Callback Number field, enter the SMS phone number.
5. Select the Set as Default checkbox to specify that particular number as the default SMS
phone number.
6. Click OK.
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Adding a SMS E-mail address
You can add a SMS email address as your notification address.
To add a SMS E-mail address:
1. Click the Add button and select SMS E-mail from the menu. The Address dialog box
appears:
2. In the Address field, enter the SMS email address.
3. Click OK.
Adding a Reply To address
You can add a Reply to address (a reply email address) to your notifications.
To add a Reply to address:
1. Click the Add button and select Reply To from the menu. The Address dialog box
appears:
2. In the Address field, enter the Reply to email address.
3. Click OK.
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Editing an address
You can edit any existing addresses.
To edit an address:
1. Highlight the address you want to edit and click the Edit button. The appropriate dialog
box appears.
2. Make the required changes and click OK.
Deleting a phone or email address
You can delete any address with the exception of the default address.
To delete an address:
1. Highlight the address you want to delete and click the Remove button at the bottom of
the form. A message box appears, prompting you to confirm the deletion of the address
in question.
2. Click Yes.The selected address is removed.
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Specifying IMAP properties
By specifying an IMAP account for the mailbox, you can integrate the mailbox with the IMAP
component. This tab is only used if IMAP TSE Gateway is enabled. For IMAP Integrated
Messaging (IM) setup, refer to Configuring IMAP4 / POP3 integrated messaging on
page 240.
To specify IMAP properties:
1. Click on the IMAP tab:
2. The IMAP Locked checkbox is selected if the user’s mailbox is locked. Uncheck this
checkbox to unlock the mailbox.
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3. In the User Name field, enter the IMAP account user name with which the UC
application will attempt to synchronize. Follow the domainname/username/alias format
for this field.
4. In the User Password field, enter the IMAP user account password.
5. In the Confirm Password field, re-enter the IMAP user account password.
6. In the IMAP Server field, enter the IP address of the IMAP server.
7. From the Storage Mode dropdown list, select IMAP to store messages in the IMAP
store, or Database to store messages in the system database.
NOTE: This field indicates whether or not the mailbox is IMAP-synchronized.
Setting storage to Database indicates no IMAP synchronization.
8. Click the Save Mailbox toolbar button. If the mailbox is IMAP-enabled, the user on the
IMAP server is integrated with the system for IMAP TSE.
Configuring IMAP4/POP3 integrated messaging
IMAP Integrated Messaging (IM) is a message retrieval method that allows you to retrieve
email messages from a server.
To configure IMAP4/POP3 integrated messaging:
1. From the mailbox of the user for whom you want to implement IMAP integrated
message, click on the Mailbox > General tab.
2. In the POP3 / IMAP 4 feature box enter the account user name and password. Please
note to complete the Confirm Password field.
3. Click the Save Mailbox toolbar button, and then select the Addresses tab.
4. Edit the VPIM entry to specify the mailbox email address.
NOTE: The VPIM address is the email address used to receive email messages.
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NOTE: In order for an email message to be processed by IMAP4/POP3 integrated
messaging, it will need to be sent to the VPIM address.
6. From the Admin screen expand Configuration and highlight VPIM/SMTP. The VPIM/
SMTP parameters appear in the righthand pane.
7. Doubleclick on SMTP Enabled. The Edit String dialog box appears.
8. Select True from the Value Data dropdown list and click OK.
9. Highlight IMAP Server in the lefthand pane. The IMAP Server parameters appear in the
righthand pane.
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10. Doubleclick on IMAP Enabled. The Edit String dialog box appears.
11. Select True from the Value Data dropdown and click OK.
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Maintaining Locations
The Administrator console allows you to maintain locations for all mailboxes. Of course, a
user can modify their location(s) at a later date via the Web Client. For more information on
Locations, refer to the Client Applications Guide.
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Setting the current location
Using the Admin console, you can set the current location of all mailboxes.
To set the current location:
1. Click on the Location tab. Select the Set Current Location tab:
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2. To have the system refer to the locations calendar in determining present location, select
the Use my locations calendar radio button.
OR
To override the locations calendar and set the current location from Admin, select the
Override my locations calendar and set the current location radio button.
3. If you selected to override the calendar, you must now specify the following in the
Current Location groupbox:
•
From the Location dropdown list, select a current location for the mailbox.
•
From the Availability dropdown list, specify the (mailbox) user’s availability.
•
From the Phone Number dropdown list, select the current phone number of the mailbox.
•
Select the Override availability filters checkbox to have the system override the availability filter settings associated to this location.
•
Select the Appear unavailable if no Caller ID checkbox to have the user appear
unavailable to the caller if no caller ID is given.
•
Select one of the following radio buttons from the I will be at this Location groupbox:
Until I change my Location - the user will be at this ’current’ location until he/she
changes their location using Web Client
Until the next... - the user will be at this ’current’ location either until the next scheduled activity or until the next end or beginning of working hours
Till - the user will be at this ’current’ location until a specified time.
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Adding a location
Using the Admin console, you can add more locations for a mailbox.
To add a location:
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1. Click on the Locations tab, then the Locations List tab:
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2. Click the Add button. The Location > Number screen appears:
3. Select the Local Location (within the same time zone) checkbox if the location you
are creating is in the same time zone.
4. From the Default Availability dropdown list, select a default availability for the
location.
5. Click the Add button. The Addresses dialog box appears:
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6. Highlight an address in the list and click OK. The selected address appears in the
Numbers listbox.
7. Click on the Location Greetings tab:
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8. Select one of the following Greeting radio buttons:
•
Play default greeting - plays the default In Office greeting when the user is at this
location
•
Automated Name and Location greeting - plays an automated name and location
greeting when the user is at this location
•
Play Location greeting - plays a specific location greeting when the user is at this
location
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9. Make a selection from among the following Options:
•
Do not allow callers to skip the greeting - select this checkbox to prevent callers from
skipping your location greeting.
•
Do not allow callers to leave messages - select this checkbox if you do not want
callers to be able to leave you messages while you are at this location.
•
Hang up after the greeting - select this checkbox to hang up on the caller immediately
after playing the location greeting. The preceding checkbox must be selected in order to
make this feature active.
10. Select the Availability Filters tab:
11. Specify the following to signal when you are AVAILABLE:
•
Select the Appear Available to everyone checkbox if you want to appear available to
everyone while at this location.
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•
Select the Appear Unavailable to radio button if you want to appear unavailable for
specific kinds of calls (i.e. internal, external, all). Specify the following:
Select the Internal calls checkbox if you want to appear unavailable for all internal calls.
If there are to be exceptions to this rule, select the accompanying Only allow checkbox
to select your exceptions using the ... button.
Select the External calls checkbox if you want to appear unavailable for all external
calls. If there are to be exceptions to this rule, select the accompanying Only allow
checkbox to select your exceptions using the ... button.
Select the All calls from Contacts checkbox if you want to appear unavailable for all
calls from contacts. If there are to be exceptions to this rule, select the accompanying
Only allow checkbox to select your exceptions using the ... button.
•
Select the Appear unavailable to only this list: Exceptions list: radio button and
select a list using the ... button if you want to appear unavailable to a specific group of
people at all times.
12. Specify the following to signal when you are UNAVAILABLE:
•
Select the Appear Unavailable to everyone checkbox if you want to appear
unavailable to everyone while at this location.
•
Select the Appear Available to radio button if you want to appear available for specific
kinds of calls (i.e. internal, external, all). Specify the following:
Select the Internal calls check-box if you want to appear available for all internal calls. If
there are to be exceptions to this rule, select the accompanying Only allow checkbox to
select your exceptions using the ... button.
Select the External calls checkbox if you want to appear available for all external calls. If
there are to be exceptions to this rule, select the accompanying Only allow checkbox to
select your exceptions using the ... button.
Select the All calls from Contacts checkbox if you want to appear available for all calls
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from contacts. If there are to be exceptions to this rule, select the accompanying Only
allow checkbox to select your exceptions using the ... button.
•
Select the Appear Available to only this list: Exceptions list: radio button and select
a list using the ellipsis button if you want to appear available to a specific group of people even while unavailable.
13. Click the Find Me Rules tab:
14. Select one of the following radio buttons from the General Rule to Find Me groupbox:
•
Only call me at the first number... - The system will call the user only at the first number assigned to this location.
•
Call me at each of the numbers...sequentially - The system will call the user at each
of their numbers in sequence.
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•
Call me at all the numbers...at the same time - The system will call all of the user’s
numbers at the same time.
15. Select one of the following radio buttons from the Find Me Options groupbox:
•
Automatically Find me - The system will automatically attempt to reach the user.
•
Ask caller to Find me - The system will ask the caller if they want the system to try to
reach the user.
16. If you want to create Find Me Rules exceptions, simply click the Add button.
17. Click the Assign My Calls Rules tab:
18. Specify the following from among the General Rule to Assign My Calls groupbox:
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•
Select the Assign my calls to checkbox to have your calls assigned. In the accompanying field, enter or select from the address book (Address Book toolbar button) to whom
calls will be assigned.
•
Select the Play greeting before Transferring checkbox to have a specific greeting play
before a call is transferred. Specify one of the following:
Select the Play Name followed by name of person the call is assigned to radio
button to have the system play the user’s name and the name of the person the call is
being assigned to before transferring the call.
OR
Select the Play this greeting radio button and make a selection from the dropdown list
for a specific greeting to play before transferring the call. If applicable, select the language of the greeting from the Language to play dropdown list.
•
If you want to create Assign My Calls Rules exceptions, simply click the Add button
19. Click OK. The new location appears on the locations list (Mailbox>Locations screen).
Removing a location
To remove a location:
1. Click on the Locations tab, then the Locations List tab.
2. Highlight a location and click the Remove button. A message box appears, prompting
you to confirm the deletion.
3. Click OK. The selected location is deleted.
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Setting a location schedule
Using the Admin Console, you can set a specific schedule for each location.
To set a location schedule:
1. Click on the Locations tab, then the Locations List tab.
2. Highlight a location in the list and click the
button. The Location dialog box appears:
3. Select the calendar location from the Change current location calendar dropdown list.
4. Select the Enable checkbox to enable the current schedule. If you enable one schedule,
all other existing schedules will be disabled.
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5. Select the location working hours from the Working Hours Start and End spin boxes.
6. In the Calendar Name field, enter a descriptive name for the calendar.
7. From the Time Zone field, select the time zone in which the location will be active.
8. Select the Copy local locations from existing calendar checkbox to copy locations
from an existing calendar.
9. From the Location dropdown list, select the location that will run at the times specified.
10. From the Availability dropdown list, select from among the two available options.
11. In the Description field, give a brief title to that particular combination of Location and
Availability.
12. In the Time Start and End fields, indicate when the location will begin to be active and
when it will cease to be active, respectively. Selecting the All day checkbox will make the
location active for the entire 24-hour period.
13. Indicate one of the following sub menu recurrence patterns:
•
Select the None radio button to indicate that the location is inactive.
•
Select the Daily radio button to indicate that the location will be active on a day-by-day
basis.
Select the Every X day radio button to specify an interval of activity for the
location (every second day by entering 2 in the field, for example).
OR
Select the Every weekday radio button if you want the location to be active every
weekday.
•
Select the Weekly radio button to indicate that the location will be active on a weekly
basis. Then, in the Recur Every X week(s) on field enter an interval of activity for the
location (every third week by entering 3 in the field, for example). Finally, check the
boxes of the days of the week you want the location to be in effect. So, if you wanted
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alocation to be active every second Monday, Wednesday and Thursday, you would enter
2 in the field and select the Monday, Wednesday and Thursday checkboxes.
•
Select the Monthly radio button if you want the location to be active on a monthly
basis.
Select the Day radio button and indicate which day of the month you want the location
to be active.
OR
Select the The radio button and indicate which day of a month you want the location to
be active. For example, if you want the location to be active on the second Monday of
every second month, you would select the radio button, select Second and Monday,
and enter 2.
•
Select the Yearly radio button if you want the location to be active on a specific day of
the year.
location to be active.
OR
which you want the location to be active. For example, if you want the location to be
select Second, Thursday and March from the dropdown lists.
14. From the Range of Recurrence group box, Start dropdown list, select the day on which
the location comes into effect.
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Select the No end Date radio button if you want the location to have no end date.
OR
want the location to cease being in effect.
15. Click the Save Schedule toolbar button.
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Re-routing CTI Options
Using the Admin Console, you can re-route callers when you are away from the phone and
unavailable.
To re-route CTI options:
1. Click on the Re-route CTI Options tab.
2. From among the When DND is set on my phone radio button options, select:
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•
Nothing, simply informing the caller that your phone is not to be disturbed;
•
Change my availability to Unavailable, informing the caller that at the moment you
can not be reached, or;
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•
Set my location to, choosing from among the Location and Availability dropdown
lists options which allow you to give more detailed information to your caller regarding
your whereabouts and your status.
3. From among the When forward to Voice Mail Group: radio button options, select:
•
Nothing, simply informing the caller that his call is being forwarded to voice mail;
•
Change my availability to Unavailable, informing the caller that at the moment you
can not be reached, or;
•
Set my location to, choosing from among the Location and Availability dropdown
lists options which allow you to give more detailed information to your caller regarding
your whereabouts and your status.
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Maintaining Feature Groups
Specifying Storage Options on page 291
Specifying Notification Options on page 294
Specifying Transfer Options on page 299
Specifying Transfer Types on page 303
Specifying Message Options on page 309
Specifying IMAP configuration on page 311
Specifying DID Properties on page 314
CHAPTER 7 - MAINTAINING FEATURE GROUPS
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Overview
A feature group contains a series of mailboxes that have been assigned the same features
and functions. These features include recording limits, message expiration, notification,
transfer supervision, transfer options, and mailbox options.
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Each feature group can be customized for a specific office or application. For example,
multilingual feature groups may be created to meet the needs of a multicultural staff or
customers. Different group configurations can be created for executive mailboxes, guest
services for hospitality packages, and users who are offsite.
The following buttons allow you to perform various tasks within the Feature Group
application:
Button
Name
Function
Create Feature Group
Allows you to create a new feature group
Delete Feature Group
Allows you to delete the current feature group
Save Feature Group
Allows you to save the current feature group
Refresh
Refreshes the current feature group
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Maintaining a Feature Group
Opening a feature group
You can open an existing feature group from the Administration Console.
To open a feature group:
1. Expand a company and highlight Feature Group. Telephony Office-LinX displays all
feature groups associated with that company.
2. Doubleclick on a feature group (righthand pane). The Feature Group > General screen
appears:
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Enabling and disabling features
Once a Feature Group has been created, you can enable and disable many of these features,
including Call Screening, Call Queuing, Do Not Disturb, Pre-Transfer Paging, Post-Transfer
Paging, Login/Logout, Call Forwarding, Notification, and Message Forwarding. These
settings may be also be changed when a user calls into their mailbox and accesses the
"Options" menu.
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NOTE: You can activate features for individual users or deny them the ability to disable
these features. To do this, enable the feature on the user's status screen, and disable
the feature in the Feature Group that their mailbox is associated with.
Deleting a feature group
You can delete a feature group if it is no longer needed.
To delete a feature group:
1. Click Feature Group. The Feature Group List appears in the right window.
2. Rightclick the feature group you want to delete and select Delete. A message box
appears, prompting you to confirm the deletion.
3. Click Yes to delete the feature group.
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Creating a Feature Group
Telephony Office-LinX allows you to add as many feature groups as you have mailboxes.
To create a feature group:
1. In the Admin tree, highlight Feature Group and click the Add Feature Group toolbar
button. The Feature Group > General screen appears:
NOTE: You can also open the Feature Group > General screen by doubleclicking
on an existing feature group.
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From the Feature Group > General screen, you can assign a number, name, mailbox, caller
language and message format to a feature group.
1. On the Feature Group > General screen, the Group Number field displays the next
number in sequence. If you want to change the group number, enter a 1- to 3-digit
number (from 1 to 999). The system will not permit values beyond this range; attempts
to do so will incur no consequences.
NOTE: The system fills in this field automatically.
2. In the Group Name field, enter the name of the Feature Group.
3. From the Mailbox Language dropdown list, select the default language users hear
when retrieving messages.
4. From the Caller Language dropdown list, select the default language that the caller is
greeted with if he or she does not choose a language when prompted by the automated
attendant.
5. From the Message Format dropdown list, select the format the messages will be stored
and played back in.
NOTE: If you are integrating Lotus Notes with the system you must select the WAV
format and must use the Dialogic JTC voice card.
NOTE: If set to the WAVMSGSM6106, 6108, 61011 or WAVETPGSM6106,
6018, 61011 formats, the user will not have full Control Key capabilities when
using the Telephone User interface. Using the WAVGSM* formats will disable the
fast-forward and rewind capabilities while listening to a message.
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NOTE: The message format selections available are defined by the type of board
drivers that are loaded on the system.
6. Click on the Save Feature Group toolbar button. The feature group is saved..
Specifying Storage Options
From the Feature Group > Storage Options screen, you can assign storage limitations for
all users associated with the feature group. For example, you can limit the number of new
and saved messages allowed, the length of a message, and the number of days that a
message can be saved for a given mailbox.
To specify Storage Options:
1. Click the Storage Options tab:
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2. Change one or more of the following:
•
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In the Maximum Number of Messages field, enter the maximum number of messages
in the inbox that are allowed for each mailbox associated with this feature group. This
will include email as well as voice messages. The default is 200.
HINT: The maximum messages value should be based on the needs of the user.
You should allow more than enough message storage space for each user to make
sure no messages get lost when a mailbox reaches load capacity. Ten megabytes of
hard drive space is equal to approximately one hour of voice message storage.
•
From the Mailbox almost full pop up dropdown list, select the number of messages
stored (as a percentage of the account’s storage capacity) before the user receives a
"mailbox almost full" pop up message.
•
In the Maximum Message Length field, enter the maximum length of time that a caller
may use to record a voice message.
NOTE: This number is specified in seconds. This value should be set higher than
the anticipated message length to ensure that callers are not disconnected in the
middle of their messages.
•
In the Maximum Greeting Length field, enter the maximum number of seconds
allowed for a mailbox greeting. Typically the default (120 seconds) is sufficient for most
applications. If there happens to be a mailbox that provides lengthy information to callers, however, you may need to increase the time.
•
In the Days to Keep Unread Messages field, enter the number of days the system is to
store unread messages before moving them to deleted folder.
•
In the Days to Keep Read Messages field, enter the number of days the system is to
store read messages before moving them to deleted folder.
•
In the Days to Keep Sent Messages field,enter the number of days the system will
keep sent messages before moving them to the deleted folder.
•
In the Days to Keep Deleted Messages field, enter the number of days to keep
deleted messages in the deleted folder.
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•
In the Days to Keep Calls History field, enter the number of days to keep call logs for
inbound and outbound calls.
•
In the Maximum Conversation Length field, enter the maximum amount of time (in
minutes) that users in this feature group can employ to record a conversation. The
default is 60 minutes.
3. Click on the Save Feature Group toolbar button. The feature group is saved.
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Specifying Notification Options
From the Feature Group > Notification Options screen, you can specify the notification
features allowed for a feature group. The options include turning on message waiting lights,
allowing phone, beeper, and email notification, and limiting access to toll lines for longdistance use.
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To specify Notification Options:
1. Click the Notification Options tab:
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2. Select the Message Light Activation checkbox to enable the message waiting light
feature. By selecting this box, the following fields become active:
NOTE: If you have telephone sets that provide for message waiting lights as well
as some that do not, make sure that separate feature groups are assigned for each
type of set. Deselect Message Lights for the Feature Group that does not support
message waiting lights.
If you have any mailboxes that do not have a corresponding telephone extension
(for example, phantom mailboxes that are used for voice menus or guest
mailboxes), do not enable this feature, as there will be no message lights to
activate.
•
Select the ON For All Msgs checkbox to indicate that the message light ON code will be
set for all messages.
•
Select the OFF For All Msgs checkbox to indicate that the message light OFF code will
be set for all messages.
•
Select the OFF When No New Msg checkbox to indicate that the message light OFF
code will be set only when there are no new messages in the user’s mailbox.
•
In the No of ON Retries field, enter the number of times to retry activation of the message light.
•
In the No of OFF Retries field, enter the number of times to retry deactivation of the
message light.
•
In the ON Between Retries field, enter the duration to wait between retry attempts to
activate the message light.
•
In the OFF Between Retries field, enter the time between retries to deactivate the message light.
•
In the ON Code field, enter the code to turn on message waiting lights.
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•
In the OFF Code field, enter the code to turn off message waiting lights.
NOTE: The ON Code and OFF Code fields should be used in situations where the
code is too long to be inputted in the ON Code field in the PBX Message Light tab
(usually MCI). For multi-PBX configurations, different codes must be used for
different PBXs. In this situation, certain feature groups can be assigned to a
message waiting light code that reflects the different PBXs being used.
•
In the Channels field, enter the channel number that will be used to send message light
notification.
3. Click the Save Feature Group toolbar button. The feature group is saved.
Notifying the user
Telephony Office-LinX allows you to select the type of device that will notify all users
associated with this feature group. The options are email devices, telephone numbers, and
beepers / pagers.
To notify the user:
1. On the Feature Group > Notification Options screen, in the Message Light Type
feature group, select the checkbox that indicates the message type (All, E-mail, Fax, or
Voice).
2. In the Outcalling Options feature group, specify the following:
•
Select the Beeper checkbox to allow the system to notify a user via beeper, voice pager,
or alphanumeric pager when a message is recorded to the user's mailbox.
•
Select the Outcall checkbox to allow the system to notify a user at a specified telephone
number when a message is recorded to the user's mailbox.
CAUTION: If the telephone number is long distance, the "Long Distance" box
must also be checked to allow long distance dialing.
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•
Select the Long Distance checkbox to allow long distance telephone numbers to be
dialed for notification.
•
Select the E-mail checkbox to allow the system to email a user’s SMTP device.
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Specifying LAP
To specify LAP (Link Access Protocol) :
1. On the Feature Group > Notification Options screen, in the LAP Options feature
group, specify the following:
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•
Select the LAP For Message checkbox to apply LAP to messages. In the Template field,
enter .
•
Select the LAP For Call checkbox to apply LAP to calls. In the Template field, enter .
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Specifying Transfer Options
From the Feature Group>Transfer Options screen, you can specify how Telephony OfficeLinX is to operate when handling your calls. Transfer Options include Call Screening, Call
Forwarding, Busy Hold, Call Queuing, or Paging Capabilities, among others. These may be
set to activate either before the call is transferred or after the caller has reached the mailbox.
To specify Transfer Options:
1. Click the Transfer Options tab:
2. Select one or more of the following checkboxes to enable the corresponding options:
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Option
Function
Call Screening
Select Call Screening at the mailbox level to instruct callers who wish to
transfer to an extension to state their name at the tone.
Before the call is transferred, the user hears the caller's name followed by
the system prompt: "To accept the call press <1>, to reject the call press
<#>, or to redirect the call press <2>.” If the user rejects the call, the
caller hears a no-answer message and is given the choice of trying
another extension, leaving a voice mail message, or dialing the operator's
extension. If the user redirects the call, he or she presses <2> and the
destination extension number and hangs up to transfer the call.
Call Forwarding
Select Call Forwarding at the mailbox level to allow a user to have all
calls redirected to another extension. If the call is not answered by the
forwarded extension, it isreturned to the original user's mailbox. If this
feature is activated, the user’s mailbox number should be entered in the
"Forwarding Ext." field of the Mailbox Status screen.
Busy Hold
Select Busy Hold when an extension is busy (or if the "Busy Hold"
option has been activated), callers will be given the option to hold for the
extension, leave a message for that extension, or to try another extension.
While on hold, callers may leave a voice message by pressing <∗>.
NOTE: This feature is only available on telephone systems that provide a
busy tone. Most telephone sets with multiple extension appearances do
not produce a busy tone.
Call Queuing
Select Call Queuing at the mailbox level to place incoming calls in a
queue if an extension is busy. Callers are informed of their position in the
hold queue and given the opportunity to continue to hold or to leave a
voice message.
NOTE: This feature is only available on telephone systems that provide a
busy tone. Most multiple telephone sets do not produce a busy tone.
Camp On
Select to enable the Camp On feature for all mailboxes in this feature
group. Should a caller telephone the User while the latter is already
engaged on the phone - and assuming that the Camp On feature is
enabled - the caller may choose to be alerted the moment the User
completes his current call and is available for another.
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Forced Messaging
Select Forced Messaging at the mailbox level to prompt the caller to
press any key to leave a message. The mailbox does not automatically
begin recording after the greeting. When a mailbox is associated with a
group with this feature activated, the caller hears the user's personal
greeting and is then prompted to press 5 to leave a message. This forces
the caller to press a digit in order to leave a message. When this feature is
activated it should help to eliminate blank messages.
NOTE: If Forced Messaging is selected, the message that prompts the
caller to leave a message will be played after the personal greeting.
Pre Transfer Paging
Select Pre Transfer Paging at the mailbox level to page a user before the
call is transferred. When a caller requests an extension, the caller is put on
hold and the system pages the user. The system then waits for a definable
period of time (default is 5 seconds) and transfers the caller to the desired
extension.
Post Transfer Paging
Select at the mailbox level to page the user after the call is transferred.
When a caller transfers to an extension that is busy or is not answered the
caller is forwarded to the user's mailbox. In the user's personal greeting,
he or she can offer callers the predefined option to page them over the
telephone intercom system (for example, "Press 4 to have me paged").
Callers are only informed of the paging feature in the user's personal
greeting.
NOTE: The system does not have a pre-recorded prompt.
Get Caller ID
Select at the mailbox level for the user to receive a call control popup
screen when receiving an incoming call.
Play Name during Transfer
Select to play the user’s name when a call is being transferred to the
individual’s mailbox.
Confirm Name during Transfer
Select to confirm the user’s name when a call is being transferred to the
individual’s mailbox.
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Specifying the auto attendant
The Auto Attendant feature allows you to identify the action that is to be performed by the
Auto Attendant during a greeting message.
To specify auto attendant:
1. In the Auto Attendant feature group, select the Try Other Extension After checkbox if
you want to give callers the option to try another extension after they leave users in this
feature group a message.
2. Select the Notify User of Transfer checkbox to notify the user of a call transfer.
Specifying paging zone
Zone paging enables the system to page users of incoming calls in their defined paging
zone.
To specify a paging zone:
1. In the Paging Zone feature group, specify the following:
•
In the Transfer Code field, enter the transfer code for paging.
•
In the Account Code field, enter the account code for paging.
•
In the Release Code field, enter the paging release code.
•
In the Delay Time field, enter the time (in seconds) that the voice mail is to wait before
it transfers the call to the specified extension.
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Specifying Transfer Types
From the Transfer Types tab, you can specify how incoming calls are transferred.
To specify Transfer Types:
1. Click the Transfer Types tab:
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2. In the Internal / External supervision feature groups, select from among the following
radio buttons::
Option
Function
None
When "None" is activated, the system transfers calls to extensions without
supervising the call (blind transfer). In this case, a caller being transferred to an
extension is placed on hold while the system dials the desired extension. The caller
is then released to the telephone system. From this point, the telephone system
controls the call. Calls are forwarded to Telephony Office-LinX only if the telephone
system has the capability to forward calls on a Busy or a No-Answer condition.
Busy
When "Busy" is activated, the system supervises the call while the caller is being
transferred to the extension. If the extension is busy, the system detects the busy
tone and the caller is instructed to leave a voice message. However, if the extension
is not busy and a ring signal is heard, the caller is released to the telephone system.
From this point, the phone system controls the call. Calls are forwarded to TOL only
if the switch has the capability to forward calls on a No-Answer condition.
Language
When the system is configured with more than one language, the system must
remember what language a caller has selected during various transfers. In order for
TOL to remember, it must be configured to supervise for language. This type of
transfer supervision is similar to the Busy/No-Answer supervision, in that the port
being supervised will not be able to receive any additional calls while Telephony
Office-LinX is supervising the call.
Busy / NA
When "Busy/NA" is activated, the system supervises the transfer of calls to the
desired extension. Telephony Office-LinX checks for both the busy and the no
answer conditions and informs the caller of the options available to them when
either situation arises. Using this type of transfer supervision will make the system
less efficient because the port being used will not be able to receive any additional
calls while Telephony Office-LinX is supervising the call.
Centrex
Select to supervise a transferred Centrex line so that the system will send the call
back to voice mail if there is no answer.
3. Select the Transfer validation prompt checkbox to have the system prompt the user
before performing a Call Back action (i.e. before calling the other party).
4. Select the Outdialing validation prompt checkbox to have the system prompt the user
before performing a Find Me/Follow Me action.
5. In the No of rings field, enter the number of rings to an extension before enacting a
transfer.
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6. In the No of times to repeat prompt field, enter the number of times you want the
system to repeat the validation prompts.
Specifying a Pop Duration & Pre Transfer Event
It is possible to establish a pre-transfer event, which is either a ring, music clip (system
default music) or custom sound clip which will occur (play) before a caller is transferred.
Similarly, screen popups can also be regulated.
To specify a pre transfer event:
1. On the Feature Group > Transfer Types screen, in the Screen Pop Duration &
PreTransfer Event feature group, select one of the following radio buttons:
•
Ring - caller hears a ring. Enter a length of time value (seconds) in the field.
•
Music - caller hears system default music. Enter a length of time value (seconds) in the
field.
•
Custom File - caller hears the sound you specify here. Click on the ellipsis button to
select the music / sound you want the caller to hear.
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From the Feature Group > Mailbox Options screen, you can specify the options for all
mailboxes associated with this feature group. That includes settings available to the User and
those restricted to the Administrator.
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To specify mailbox options:
1. Click the Mailbox Options tab:
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2. Select one or more of the following checkboxes to enable the options:
Option
Function
Change Location
Selecting this checkbox allows users to change their location.
Distribution List
This option sets the availability of distribution list settings at the mailbox level.
Multilingual
This feature allows users to record personal greetings in more than one
language. The user will be prompted to select the language.
Process Contacts
This enables all mailbox users in the feature group to maintain contacts.
Record all incoming calls
Select to allow for the recording of all incoming calls
Record Conversation
This feature allows users to record a telephone conversation. When Call
Screening is enabled, users are offered the option to record the conversation
when they pick up the handset.
Wakeup Call
This enables the Wakeup Call feature.
Allow Live Reply-Call Back This enables the Live Reply-Call Back feature, by which a feature group user
will automatically call a caller back if the user was busy taking another call
when the caller called.
Allow Multiple TUI Access
Directory
Directory access allows users to be listed both in the dial by name directory
and the complete directory. The dial by name directory is set up in ascending
order with respect to mailbox number. Callers may access the dial by name
directory by pressing the <?> key when they reach the auto attendant, or they
may listen to the complete company directory (arranged in ascending order
according to mailbox) by pressing the <?> key a second time.
If any particular User does not wish to be listed in the dial by name directory,
another mailbox group can be set up with this feature deactivated.
NOTE: All mailboxes are automatically entered into the complete
company directory. To remove a name from the complete company
directory, inform the user that they must delete the Name prompt
recorded in their own mailbox. If SAPI or Real Speak is installed, the
system will play the names even if the prompt is deleted. You must
delete the user from the feature group directory to fully remove the
user.
Do not check Passwords
Select to allow for automatic login (no password required)
Ask for Password (Inband
Login)
This option will initiate the system to prompt users to enter their passwords
every time they log on.
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Forced Tutorial
If selected, a user belonging to this Feature Group will not be able to pick up
messages until he or she completes the tutorial.
Guest Mailbox
This enables a simplified messaging menu
Hide on Send List
If selected, mailboxes in this group will not appear in the Send list of Telephony
Office-LinX desktops.
Lan Talk
This feature allows users to send and receive LAN Talk messages, provided that
UC Client Manager is installed on their PC.
Press Star to Login to
another mailbox
Select to give users the ability to log in to another mailbox by pressing [*]
when the system is waiting for a password.
NOTE: If this option is not enabled and you press [*], the user will be
asked for the supervisor password.
Shared Extension
This feature changes the way a caller uses Auto Station Login. When this
feature is activated and the user performs an Auto Station Login (for example,
pressing a key for message retrieval), Telephony Office-LinX prompts for the
mailbox number. If this field is not activated, the system will accept the inband
extension number as the mailbox number and ask the user to enter their
password.
This feature allows installers to set up scenarios with more than one mailbox
associated to one extension number. It can also make it easier for the
receptionist to transfer callers directly into the user’s mailboxes.
Web Access
Select this option to allow all feature group users access to the internet.
WebClient Messaging
This feature allows gives feature group users Web Client messaging capability.
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Specifying Message Options
From the Feature Group > Message Options screen, you can specify comments attached
to messages, as well as information regarding messages sent.
To specify Message Options:
1. Click the Message Options tab:
2. Select the Confirm Delete checkbox if you want users to be prompted to confirm the
deletion of a message.
NOTE:If Message Recovery is active (see earlier in this chapter) any message that
has been deleted may be reclaimed during the same day.
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3. Select the Confirmation Request-Certified Message checkbox to instruct the system
to prompt users to send a standard or certified message.
4. Select the Future Delivery checkbox to allow for the future delivery of reply messages.
5. Select the Show Message Count checkbox to activate a message window over the UC
Client Manager icon in the Windows toolbar, displaying the number and type of new
messages in the inbox.
6. Select the Allow Reply to all Recipients checkbox to allow users to Reply All when
replying to a message.
7. Select the Attach Comment on Reply checkbox if you want the system to attach the
original message body to the new message body when replying.
8. Select the Send all Comments checkbox to indicate whether or not to send all
attachments of the original message when forwarding.
9. Select the Verify Sending Destination checkbox to verify the destination of messages
being sent.
10. Select the Message Forwarding checkbox to allow messages received by this feature
group to be forwarded to other mailboxes and extensions.
11. Select the Cancel Auto Forwarding Only when Message Saved or Deleted
checkbox to instruct the system to cancel auto forwarding if the message has been saved
or deleted.
12. In the Message Send Inter-Digit Delay field, enter the number of seconds that the
system will wait while the user is entering a message before it decides that caller has
finished.
13. From the When Sending a Message, ask for Mailbox Number dropdown list, select
the mailbox number to send the message to either before recording the message or after
recording the message.
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Specifying IMAP configuration
From the Feature Group > IMAP screen, you can specify an IMAP account for the feature
group. By specifying an IMAP account for the feature group, you can integrate the mailboxes
of all users within that feature group.
To specify IMAP configuration:
1. Click the IMAP tab:
2. In the IMAP Account field, enter the Fully Qualified Domain Name (FQDN). This user is
the user that was created on the IMAP server, one who has full control and a permanent
password.
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3. In the Account Password field, enter the FQDN account password.
4. In the Confirm Password field, re-enter the FQDN account password.
5. From the IMAP Server dropdown list, select an appropriate value.
6. In the Max No of Connections field, enter the maximum number of failed system
connection attempts that can occur before the user is locked out.
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NOTE: It is recommended that this number be fairly high (1000+).
The user can get locked out when, for example, the IMAP server or email server itself
goes down and there is no possibilty of establishing a connection. This can happen on a
re-boot.
7. In the Max No of Logons field, enter the maximum number of failed system logons that
can occur before the user is locked out.
NOTE: The number in this field should be less than the number specified in the
user’s NT account for locking an account.
8. In the Synchronisation Options feature box, select from among the following:
•
Inbox folder - Select this checkbox to synchronize messages in the Inbox folder from
the IMAP server to Mitel Messaging Server. This is the default value.
•
Call History - Select this checkbox to synchronize call history from the IMAP server to
Mitel Messaging Server
•
System folders - Select this checkbox to synchronize messages in system folders (e.g.,
Inbox) from the IMAP server to Telephony Office-LinX
•
Custom folders - Select this checkbox to synchronize messages in custom folders from
the IMAP server to Telephony Office-LinX
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•
Select the Send URL checkbox to receive a link to a message (rather than the entire message itself). This feature serves as a security measure, in addition to reducing memory
usage.
NOTE: ’System’ folders are standard, built-in folders such as Inbox, Outbox and
Deleted Items. ’Custom’ folders are folders created by the user (e.g. ’Draft A’).
NOTE: One IMAP synchronization is enabled and configured, the Inbox folder is
synchronized at all times between the IMAP and Telephony Office-LinX.
NOTE: In order for actions such as Copy and Delete to be available, checkboxes
such as Sync folders and Custom folders must be checked.
9. The time specified appears in the Update Message Status From field.
10. From the Sync Priority dropdown list, select the level of priority to use for IMAP feature
group synchronization.
11. In the Msgs per Sync Cycle field, enter the number of messages the system will attempt
to synchronize during each synchronisation cycle.
NOTE: The number you enter in this field depends on how evenly messages are
distributed between all mailboxes. The higher the number in this field, the longer
it will take TOLEE to start processing messages for the next mailbox.
12. In the TSE Location field, enter or select the location of the UC TSE Cache Manager.
13. Select the Update Message Status From checkbox to allow for the synchronization of
the Lotus Domino and voice servers at a certain time. Click the ellipsis button and specify
a time in the Update Message Status From dialog box. Click OK.
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Specifying DID Properties
To specify DID properties:
1. Click the DID Properties tab:
2. Select any (or none) of the following from the DID Calls feature group, as desired:
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•
Select the Play Prompt Transfer to... checkbox to have the default transfer prompt play
when a DID call comes in.
•
Select the Play PreTransfer Sound checkbox to play the default pre-transfer sound for
incoming DID calls.
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•
Select the Call Screening checkbox if you want the system to instruct DID callers - those
wishing to transfer to an extension - to state their name at the tone.
•
Select the Camp On checkbox to enable the Camp On feature. Should a caller telephone
the User while the latter is already engaged on the phone - and assuming that the Camp
On feature is enabled - the caller may choose to be alerted the moment the User completes his current call and is available for another.
•
Select the Call Queuing checkbox if you want incoming DID calls to be placed in a
queue when an extension is busy. Callers are informed of their position in the queue and
given opportunities to either continue to hold or leave a voice message.
•
Select the CallerID Popup checkbox to have the IDs of DID callers pop up when their call
comes in.
•
Select the Call Forwarding checkbox to enable call forwarding on DID calls.
3. Select one of the following from the Re-route Options for DID and Internal Calls Using
CTI:
•
Select the No re-routing radio button if DID/Internal calls are not to be forwarded on
the UC system. Incoming calls will advance no further than the number originally dialed.
This is the default option.
•
Select the Forward calls to UC - Location options radio button to exploit the UC system’s Find Me/Follow Me abilities. Incoming calls will search for the intended recipient
according to a previously specified path.
•
Select the Forward calls to default address radio button to re-route the call to one
specific address.
•
In the Hunt Group text field, enter the number to be dialed to access DID messages.
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Maintaining a Remote Site
Overview on page 318
Maintaining a Remote Site on page 319
Adding a Remote Site on page 320
CHAPTER 8 - MAINTAINING A REMOTE SITE
8
Overview
Audio Messaging Interchange Specification (AMIS) is a series of standards that enables voice
messaging systems produced by different vendors to network.
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Voice Profile for Internet Messaging (VPIM) is a SMTP standard that enables voice mail
systems to network with one another over IP. Different vendors that adhere to the standard
can interoperate with one another networked over a wide-area network (WAN).
The following buttons allow you to perform various tasks within the Remote Site application:
Button
Name
Function
Create Remote Site
Allows you to create a new remote site
Delete Remote Site
Allows you to delete the current remote site
Save Remote Site
Allows you to save the current remote site
Refresh
Refreshes the current remote site
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Maintaining a Remote Site
Understanding networking
Networking has two specifications: VPIM and AMIS-Analog. The AMIS-Analog specification
uses DTMF tones to convey control information and the transmission of the message itself in
analog form. This means that the Telephony Office-LinX system may be networked to other
systems and/or other vendors’ voice messaging systems that are also AMIS-Analog
compatible. With AMIS networking, users from different locations can send messages as if
they are all on the same voice mail system.
VPIM deployment requires a Static IP address and a free port in your network dedicated to
the VPIM SMTP server. This allows the VPIM server to receive and send VPIM SMTP packets
according to priority. See your network administrator for allocating a free port to the VPIM
server.
Configuring the server for networking
Before you can add a remote site, you must make sure that both AMIS and VPIM are
enabled in the configuration.
To configure the Server:
1. Expand Configuration and highlight Remote Site Setting. The AMIS configuration
parameters appear in the right pane.
2. Doubleclick on Remote Site Installed.
3. From the Value Data dropdown list, select True.
This will enable both AMIS and VPIM on the UC server as long as they are licensed on
your system Sentinel.
NOTE: AMIS Initial Delay is a timer setting for receiving AMIS packets from other
sites. The default value is 3, but can be altered.
4. Click OK.
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Adding a Remote Site
Every site that is to be included in the network must be added with an unique site number.
In order for Telephony Office-LinX to be able to communicate with another system, each
site’s parameters must be correctly entered.
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Adding an AMIS site
Adding an AMIS site allows a user to interact with a remote site as if the user is in-office at
that very site. The AMIS system uses DTMF tones to convey control information and the
transmission of the message itself in analog form.
To add an AMIS site:
1. From the Admin screen, expand the Company tree and highlight Remote Site.
2. Rightclick and select New > RemoteSite from the menu. The Remote Site screen (AMIS)
appears:
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3. If this is the first site that you are adding, enter the appropriate information and click
Save Site.
NOTE: The system automatically selects the first site number available.
4. For all subsequent sites, click Add Site. Telephony Office-LinX clears the dialog box of
information.
5. Select the AMIS radio button.
•
In the Description field, enter a description of the site you want to connect to. Typically,
it is the company name of the site.
•
In the Location field, enter the location of the site you want to connect to. Typically, it is
City and Province for Canadian locations, City and State for U.S. locations, and City and
Country for international locations.
•
From the PBX Node dropdown list, select the PBX node of the AMIS site.
•
In the Site ID Number field, enter a system identification number for the remote site.
AMIS has strict guidelines on the format of a system ID. It is composed of three numeric
fields using 0 to 9, and each field is terminated by a # (pound sign). The maximum length
of the System ID Number is 18 characters, and the minimum is 3 characters.
The two (2) types of system ID numbers are public and private:
Public System ID numbers are for all sites that can be dialed directly using the public
telephone network. These ID numbers are always in the format of ccc#nnn#sssssss#,
where the value “ccc” is the international country code (1-4 digits), the value of “nnn” is
the national significant number (area or city code of 0-14 digits) and the value of
“sssssss” is a local subscriber number of 0-14 digits. All locations in North America must
use the format of 1#aaa#sssssss# where “aaa” is the area code and “sssssss” is the
local telephone number.
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Private System ID numbers are for all sites that are accessible through a private network or behind a PBX. These always have the format 0##nnnnnnn# where “nnnnnnn”
is a site defined number. The site defined number is typically the extension number of the
site. The value “nnnnnnn” can be from 0-14 digits.
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•
From the Country dropdown list, select the country in which the site is located.
•
In the Area/City Code field, enter the area/city code of the site.
•
In the Number field, enter the number to be dialed in order to call the site.
NOTE: This number should include any necessary access numbers (for example, 1
for long-distance, 81 for Japan). Do not include the trunk access code (usually a
9).
7. Click on the Call Settings... button. The following screen appears:
•
In the Consecutive failures before stop field, enter the number of times consecutive
failures can occur in outbound calling before shutting down the action.
•
In the Minimum recall interval field, enter the number of minutes that must elapse
before attempting a second outbound call to this site.
•
In the Maximum recall interval field, enter the maximum number of minutes that can
elapse between outbound call retries until the value of the consecutive fails before stop
is reached.
•
In the Message send expiration field, enter the expiration time for messages waiting
to be sent via the network. Click OK. The Remote Site screen remains.
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•
Select the Enable logs checkbox to enable the logging of AMIS activity such as handshaking, packet exchanges between sites, etc.
•
Select the End record with any digit checkbox to allow the recording of incoming messages to be terminated by any DTMF tone.
•
Select the Allow incoming messages checkbox to accept all incoming network calls
from remote sites.
•
Select the Allow sending messages checkbox to place calls to remote sites.
8. Click the Save Site toolbar button. The AMIS remote site entry is saved.
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Adding a VPIM site
standard that allows different types of messaging servers to pass voice and fax messages
among each other over the Internet. Creating a VPIM address allows Telephony Office-LinX
to use VPIM to send messages to assigned network voicemail users.
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To add a VPIM site:
1. Expand Company in the Admin tree, rightclick and select New > Remote from the
menu. The Remote Site screen appears.
2. Select the VPIM radio button:
•
In the Description field, enter a description of the site. Typically, it is the company name
of the site.
•
In the Location field, enter the location of the site. Typically, it is the city and province for
Canadian locations, city and state for U.S. locations and city and country for international locations.
•
From the PBX Node dropdown list, select the PBX node of the VPIM site.
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•
In the Domain Name field, enter the domain name which the VPIM site belongs to.
OR
A networked site needs a static IP and a free port for the UC to connect to. In the IP
Address field, enter the IP and port number information for the remote UC or voice mail
server.
NOTE: The Domain name or IP Address entered must correspond with the Domain
name of IP address specified in the Company configuration. For more information,
refer to Specifying General Options, Chapter 5, page 103 of this Guide.
NOTE: Enter the information as a standard address, followed by a colon and the
port number (e.g. 192.168.0.172:25).
4. Click the Save Site toolbar button. The VPIM remote site entry is saved.
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Specifying VPIM options
VPIM options are specified using VPIM Tools. To open VPIM tools, go to the Windows
Taskbar and click Start > Programs > VPIMClient.
Example of a VPIM site
The following example illustrates the settings required for networking two systems using
VPIM.
Example settings for networking two systems using VPIM
Site 4
Site 1
IP Setting: 147.23.16.13
IP Setting: 66.57.123.56
Mailbox Range 100-120
Mailbox Range 100-320
NOTE: Any mailbox that is sent a message from one site to another will be duplicated
in each site.
1. Log in to the Telephony Office-LinX Administrator.
2. In the left Admin pane, expand Configuration and click on Remote Site Setting. The
Remote Site settings appear in the righthand pane.
3. Doubleclick Remote Site Installed. The following Edit String dialog box appears.
4. From the Value Data dropdown list, make sure True is selected and click OK.
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5. From the left Admin pane, rightclick your PBX and select New > Company. The
Company > General screen appears:
6. Provide the necessary information for the company. For the purpose of this example,
attention must be made to provide the IP address in the Domain Name/IP Address
field of Site 1.
7. When finished, click the Save Company toolbar button.
8. From the lefthand Admin pane, expand the company and highlight Remote Site.
9. Rightclick and select New > Remote Site from the menu. The Remote Site screen
appears.
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10. Select VPIM and provide the necessary information for the remote site. For the purpose
of this example, attention must be made to provide the site number and IP address of
Site 4:
NOTE: The site number and IP address will be duplicated at all the locations where
it is created in.
11. Click the Save Site toolbar button.
12. From the left Admin pane, expand the company, rightclick Mailbox Structure and
select New > Mailbox. The Mailbox > General screen appears.
13. Enter the required information in all tabs. For the purpose of this example, click the
Addresses tab.
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8
14. Click Add and select E-mail/VPIM. The Address dialog box appears.
15. From the Type dropdown list, select VPIM.
16. In the Address field, enter the mailbox extension number. The default IP address for the
site will be displayed "@66.57.123.56".
NOTE: If the IP address or domain name was created in the company tab first,
then each mailbox will have a default VPIM address already assigned.
17. Click OK, then click the Save Mailbox toolbar button.
Through this configuration example (refer to Example of a VPIM site on page 326), a
user at Site 4 can create a message and address it to a mailbox at Site 1. The user will
create a message from their own mailbox. When asked for the destination, the user
should enter 110*1, as this represents mailbox 110 at remote site 1
You can open all remote sites from the Administration Console.
Opening a remote site
To open a remote site:
1. Highlight Remote Site. All associated remote sites appear in the righthand pane.
2. Doubleclick on a remote site. The Remote Site dialog box appears.
Changing a remote site
If you need to change information about a site (for example, the dial-up number), you must
change the information on all sites containing the affected site address.
To change a remote site:
1. Doubleclick the site you want to edit. The Remote Site dialog box appears.
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2. Perform the required changes and click the Save Site toolbar button.
Deleting a remote site
Telephony Office-LinX allows you to delete a site from either the Administration Console or
form the Remote Site list.
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To delete a remote site:
1. Rightclick the site you want to delete, highlight All Tasks and click Delete. A prompt
appears, asking you to confirm the deletion.
2. Click Yes.
9
Maintaining a Routing Table
Routing Tables on page 333
CHAPTER 9 - MAINTAINING A ROUTING TABLE
9
Overview
The Call Routing Table works in conjunction with Caller ID/DNIS to assign certain telephone
numbers to specific extensions, or with PIN Numbers to direct the call to specific Voice
Menus.
332
Telephony Office-LinX UC allows you to route an outside call to an individual mailbox. For
example, you might want all sales calls from a particular area code to go to the mailbox of
the individual responsible for that area.
You can also route all calls that begin with a specific three digit number followed by a series
of wildcards (known as Caller ID). For example, whenever the system recognizes a number
such as 212-555-9999, it will route the call directly to the designated voice menu.
The following buttons allow you to perform various tasks within the Routing Table
application:
Button
Name
Function
Add a Routing Destination
Adds a new routing destination.
Delete a Routing Destination
Deletes an existing routing destination.
Edit a Routing Destination
Edits an existing routing destination.
9
Routing Tables
Opening a routing table
You can open a Routing Table from the Administration console.
To open a routing table:
1. In the Admin tree, follow PBX > Company > Routing Table and highlight Routing
Table. The routing table icon appears in the righthand pane.
2. Doubleclick on the Routing Table. The Routing Table screen appears and displays all
existing routing destinations:
Creating a routing destination
Routing Destinations are based on call information such as Caller ID or account code.
To create a routing destination:
1. Highlight Routing Table in the Administration console.
2. Doubleclick on Routing Table in the righthand pane. The Routing Table screen appears.
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Creating a Caller ID/DNIS destination
You can create a Routing Destination that is based on caller ID.
To create a Caller ID/DNIS destination:
1. On the Routing Table screen, select the Caller ID/DNIS tab.
2. Click the Add toolbar button. The Routing Table dialog box appears:
3. In the Caller ID/DNIS field, enter the number that will be routed to the mailbox. You can
enter either a caller ID or a DNIS number.
NOTE: The Automated Attendant will detect the Caller ID or the DNIS number
only if it is configured properly in the PBX configuration.
You can enter the full number or area code with wild cards “?”. You can combine
the wild card number with any combination of numbers. For example, 416? will
route all numbers that are preceded by 416.
4. Select Mailbox and from the Mailbox dropdown list, select the mailbox that will receive
the incoming calls.
OR
Select Voice Menu and from the Voice Menu dropdown list, select the voice menu that
will receive the incoming calls.
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5. From the Sub Menu dropdown list, select which sub menu to ue.
NOTE: This is applicable only if Voice Menu is chosen.
6. In the Associated Name field, enter a description of the types of calls being redirected
to a mailbox.
7. Click OK.
After setting Caller ID/DNIS destinations, you must enable the Caller ID feature. In the
Telephony Office-LinX Admin tree, select Configuration > Device Management >
Caller ID Settings and specify the Caller ID settings. Refer to Specifying the Caller ID
device on page 44 for information on configuring these settings.
Creating a Pin number destination
Mitel Messaging Server makes use of Personal Identification Numbers (PIN) as a means of
verification for call processing.
To create a Pin number destination:
1. On the Routing Table screen, click the Pin Number tab:
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9
2. Click the Add toolbar button. The Routing Table dialog box appears:
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3. In the Pin Number field, enter the PIN Number to be verified for call processing. The
number can be up to 25 digits in length.
4. From the Voice Menu dropdown list, select the voice menu to receive the call.
5. From the Sub Menu dropdown list, select the sub menu to receive the call. This sub
menu is located in the originating Voice Menu.
6. In the Associated Name field, enter the name that is to appear for screen popups if
using the “Pin Number as Caller ID” function.
7. Click OK.
After specifying PIN numbers, make sure that you enable the Ask Pin Number feature in
the Voice Menu. In the Telephony Office-LinX Admin tree, expand the company that this
PIN number is associated with and doubleclick Voice Menu. The voice menus appear in
the right pane of the Telephony Office-LinX Admin console.
8. Close the Routing Table. In the lefthand pane locate and doubleclick Voice Menu. The
existing Voice Menus appear in the main pane.
9
9. Doubleclick on the Voice Menu you require. That Voice Menu dialog box appears:
10. In the Actions listbox, select and drag Ask Pin Number to the DTMF Key/Action pane.
The Parameters (Get Destination from DB) dialog box appears:
11. In the Pin Number field, enter a valid PIN number.
12. From the Next Sub Menu, When Invalid dropdown list, select the sub menu you want
the caller to hear if the incorrect PIN number is entered.
13. From the Phrase dropdown list, select the pre-recorded phrase the caller will hear if the
correct PIN number is entered.
14. In the No of Retries field, enter the number of times the system is to allow the caller to
attempt to enter a PIN number.
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15. Click OK, then click the Save Voice Menu toolbar button.
Assigning a schedule
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Telephony Office-LinX allows you to assign a schedule to a routing destination to determine
when a call is to be transferred to an extension. For example, when Caller ID recognizes a
particular number, the system will examine the appropriate schedule. If the current day and
time falls within the time frame specified in the schedule, the call is directed to the correct
mailbox.
A schedule can also be applied to a PIN Number so that it is only active within a specific time
period. The destination is the sub-menu number within the Voice Menu that initiated the PIN
Number request. When “Get PIN Number” is used in a Voice Menu, and the caller enters
5454 as their PIN Number, the caller is directed to sub menu 10 within the Voice Menu that
requested it.
NOTE: PIN number scheduling is based on time of day or day of week.
To assign a schedule:
1. From the Routing Table select the Caller ID/DNIS tab and doubleclick the Routing
Destination to which you want to apply a schedule. The Routing Table screen appears:
9
2. Click the
button. The Routing Table Schedule dialog box appears:
NOTE: If you are assigning a schedule to a PIN Number, the Default Mailbox
dropdown list will appear as the Default Voice Menu dropdown list. The Mailbox
dropdown list will appear as the Voice Menu dropdown list.
3. Select the Schedule Enabled checkbox to enable the sub menu. Enabling one sub
menu disables all other sub menus.
4. From the Default Mailbox dropdown list, select the default mailbox for the sub menu.
5. Click the Add Schedule Item toolbar button.
6. In the Description text field, enter a concise title and/or description for the Routing
Table Schedule.
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and when it will cease to be active, respectively. Alternatively, select the All day checkbox
to make the sub menu active the entire day.
8. Select one of the following in the Recurrence Pattern feature box:
•
•
You now have two (2) options:
weekday.
OR
•
basis. Then, in the Recur Every X week(s) on enter an interval of active for the sub
menu (every third week by entering 3 in the field, for example). Finally, check the boxes
of the days of the week you want the sub menu to be in effect. Thus, if you wanted a
sub menu to be active every second Monday, Wednesday and Thursday, you would enter
2 in the field and select the Monday, Wednesday and Thursday check-boxes.
•
basis.
menu to be active.
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9
OR
of every second month, you would select the radio button, select Second and Monday,
and enter 2.
•
the year.
OR
select Second, Thursday and March from the respective dropdown lists.
9. In the Range of Recurrence feature box, select a date from the Start dropdown list to
indicate a day on which the sub menu comes into effect.
OR
Select the End After: ___ occurrences radio button/text field to determine how many
times you want the sub menu to be in effect before ceasing to be so.
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9
OR
Select the End by radio button and from the dropdown list to select the date on which
you want the sub menu to cease being in effect.
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10. From the Start Menu dropdown list, select the sub menu that will run at the times
specified.
11. Hit the Save Schedule toolbar button. The sub menu is saved.
9
Deactivating a schedule
You can deactivate any schedule that has been assigned to a Routing Destination.
To deactivate a schedule:
1. Open a Routing Destination Schedule:
2. Deselect the Schedule Enabled checkbox and click the Save Schedule toolbar button.
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Reactivating an existing schedule
You can reactivate any Schedule that has been assigned to a Routing Destination.
To reactivate a schedule:
1. Open a Routing Destination Schedule.
2. Select the Schedule Enabled checkbox and click the Save Schedule toolbarbutton.
Removing a schedule entry
You can remove a Schedule entry when you no longer want it to be assigned to a routing
destination.
To remove a schedule entry:
2. Select the Schedule entry you want to delete using the arrow buttons, and click the
Delete Schedule Item toolbar button.
3. Click OK, then Save.
Removing a complete schedule
A complete Schedule can be removed entirely.
To remove a complete schedule:
2. Click the Delete Schedule toolbar button.
3. Click Yes to confirm the deletion.
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9
Viewing a schedule report
You can create a schedule report to view and print the routing table.
To view a schedule report:
2. Click the Schedule Report toolbar button
appears:
. The Schedule Report dialog box
Changing a Pin number
PIN number verification and routing may be used in a support centre, a dealer, or a partner
log in. You can change the PIN number at any time in the Routing Table dialog box.
To change a Pin number:
1. From the list on the Routing Table > Pin Number screen, doubleclick the PIN number
you want to change. The Routing Table dialog box appears.
2. Modify the required information and click OK.
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Deleting a Pin number
PIN number verification and routing may be used in a support centre, a dealer, or a partner
log in. You can delete the PIN number at any time in the Routing Table dialog box.
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To delete a Pin number:
1. From the list on the Routing Table > Pin Number screen, highlight the PIN number you
want to delete.
2. Click the Delete toolbar button. A message box appears, prompting you to confirm the
deletion.
10
Maintaining a Voice Menu
Voice Menu on page 349
Creating a Voice Menu on page 350
CHAPTER 10 - MAINTAINING A VOICE MENU
10
Overview
348
Voice Menus provide you with the ability to customize company greetings and individual
mailboxes. You can create voice menus inside a mailbox from which callers may access
options to leave or obtain information. Company greetings can offer callers the option to
transfer themselves to specific departments, leave messages, or obtain company information
such as address, telephone number, fax number, or office hours.
Schedules can also be applied to these menus, allowing a greater degree of flexibility in
controlling the caller’s capabilities.
The following toolbar buttons allow you to perform various tasks within the Voice Menu
application:
Button
Name
Function
New Voice Menu
Add a new voice menu
Open Voice Menu
Open a voice menu
Delete Voice Menu
Delete a voice menu
Save Voice Menu
Save a voice menu
Start Menu Schedule
Add a menu schedule
Add Sub-Menu
Add a submenu.
Delete Sub Menu
Delete a submenu
Find Sub Menu
Find a submenu
10
Voice Menu
Opening a voice menu
You can open an existing voice menu from the Administration console.
To open a voice menu:
1. In the Administration console, highlight Voice Menu. All associated voice menus appear
in the righthand pane.
2. Doubleclick on a voice menu to open it.
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10
Creating a Voice Menu
Adding a voice menu allows you to assign functionality to each of the keys on a telephone
keypad. You could create a voice menu called “Company” that allows callers to connect to
different departments within your organization. If, for example, a caller wants to speak to
someone in Sales, the system will prompt them to press ’1’.
HINT: A detailed explanation to the options provided in the Actions listbox may
be found in Appendix A of this guide.
To create a voice menu:
1. In the Admin console, expand Company, rightclick on Voice Menu and select New >
Voice Menu. A new Voice Menu dialog box appears:
If this is the first voice menu to be created, the Menu Number begins by default at ’1’.
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10
1. In the Menu Name field, enter the name you want associated to this voice menu. It
should be descriptive (for example, Sales mailbox or Company greeting).
NOTE: Each voice menu file can have unlimited sub menus. You must begin the
administration of voice menus in sub menu 1. If there is no schedule applied,
Telephony Office-LinX starts all voice menus with sub menu number 1.
2. Select the Default to Company checkbox to make this voice menu the default voice
menu for the company. The company will use this menu by default, even if no voice
menu has been assigned.
3. Select the Default to Mailbox checkbox to make this voice menu the default voice
menu for a mailbox.
4. In the No. of Retries field, enter the number of incorrect actions a caller may attempt
before the system executes the default action.
5. From the Sub Menu Phrase dropdown list, select the phrase you want played at this
particular level. There are several options:
Sub Menu Phrase
Function
Nothing
It will not play a greeting and will wait for an action.
Company Active Greeting
Plays the current scheduled company greeting that the menu is
associated with.
Company Salutation
Enter a company recorded phrase by putting in the phrase
number.
Mailbox Active Greeting
Plays the active mailbox greeting you have associated to the
voice menu.
Mailbox Customized Greeting
Plays the default voice mail greeting .
6. In the Timeout field, enter a value indicating the number of milliseconds before the
default action is enabled, should no action have been taken.
NOTE: The default value is 2000. A value of 0 is not permitted. However, if you
want the default action to take effect immediately, you can enter a value of 30 or
1.
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7. In the Description field, enter a description for the voice menu.
8. Select the Extension Dialing checkbox if you want callers that are in this Voice Menu to
be directly transferred to a valid mailbox.
9. Drag an action from the Actions listbox to a DTMF key (righthand pane).
10. Repeat this action until all desired actions have been assigned to a DTMF key.
NOTE: A dialog box will appear if additional information is required. For more
information on each voice menu action, refer to Appendix B - Customize TUI:
DTMF Key Parameters.
11. Click on the Save Voice Menu toolbar button. The voice menu is saved.
Adding an action to a DTMF key
Creating a voice menu enables you to assign a wide range of actions to the keys on the
telephone keypad (also known as Dual-Tone Multi-Frequency or DTMF keys). This allows for
a wide range of flexibility in how the system handles incoming calls. For example, in the
voice menu, you could assign the Send to Directory action to the first DTMF key. When a
caller presses 1, the system sends them to the company directory.
You can add an action to a DTMF key in both the customized mailbox and voice menu
applications.
HINT: To help you trace the call flow and doublecheck the sequence, create a
flowchart with all of the actions and submenus defined.
To add an action to a key:
1. In the Voice Menu dialog box, select the desired action.
2. Drag and drop this action to a DTMF key.
NOTE: You can also highlight an action, rightclick and select Set Action To. The
DTMF key dropdown list appears.
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3. If a value is required for the action (for example, Get Transfer Mailbox), the system
displays a dialog box. Enter the appropriate information and click OK.
4. Click Save Voice Menu or Save Customize Mailbox toolbar buttons.
Removing an action from a DTMF key
You can remove an action from a particular DTMF key if desired.
To remove an action from a DTMF Key:
1. In the Voice Menu dialog box, select the submenu containing the key you want to
remove.
2. Use one of the following methods to remove the action:
•
Drag and drop the action to the lefthand pane.
•
Highlight the action, rightclick and select Clear.
Changing an existing action
You can change the action associated with a DTMF key. You can also move an action from
one key to another.
To change an existing action:
1. In the Voice Menu dialog box, select the sub-menu containing the key you want to
change.
2. Drag and drop the new action to the assigned key.
3. To move an action from one key to another, drag and drop the action from the existing
key to the new key. If the new key is blank, the system completes the move. If the new
key has an action already assigned to it, the actions are exchanged.
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4. Click Yes to replace the item. The system completes the change.
HINT: You can rightclick on a key that has an action assigned to it, click Cut or
Copy and paste it to another key.
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Creating a menu schedule
Creating a menu schedule allows you to define when Telephony Office-LinX is to activate a
certain sub menu. You can define unique caller actions for weekdays and weekends, so that
weekend actions are activated automatically Friday evening and weekday actions are
reactivated on Monday morning.
To create a menu schedule:
1. Create all of the submenus required with all functions and prompts defined.
2. Doubleclick on the voice menu in the righthand pane of Telephony Office-LinX
Administrator screen. The Voice Menu dialog appears.
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3. Click Start Menu Schedule toolbar button
appears:
. The Start Menu Schedule dialog box
4. Select the Schedule Enabled checkbox to enable the sub menu. Enabling one sub
menu disables all other sub menus.
5. From the Default Start Menu dropdown list, select the default start menu for the sub
menu.
6. Click the Add Schedule Item toolbar button.
7. In the Description text field, enter a concise title and/or description for the Routing
Table Schedule.
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10
and when it will cease to be active, respectively. Alternatively, select the All day checkbox
to make the sub menu active the entire day.
9. Select one of the following in the Recurrence Pattern feature box:
•
•
weekday.
OR
•
basis. Then, in the Recur Every X week(s) on enter an interval of active for the sub
menu (every third week by entering 3 in the field, for example). Finally, check the boxes
of the days of the week you want the sub menu to be in effect. Thus, if you wanted a
sub menu to be active every second Monday, Wednesday and Thursday, you would enter
2 in the field and select the Monday, Wednesday and Thursday check-boxes.
•
basis.
menu to be active.
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10
OR
of every second month, you would select the radio button, select Second and Monday,
and enter 2.
•
the year.
OR
select Second, Thursday and March from the respective dropdown lists.
10. In the Range of Recurrence feature box, select a date from the Start dropdown list to
indicate a day on which the sub menu comes into effect.
OR
Select the End After: ___ occurrences radio button/text field to determine how many
times you want the sub menu to be in effect before ceasing to be so.
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OR
Select the End by radio button and from the dropdown list to select the date on which
you want the sub menu to cease being in effect.
11. From the Start Menu dropdown list, select the voice menu that will run at the times
specified.
12. Hit the Save Schedule toolbar button. The voice menu is saved.
Displaying the schedule report
The Schedule Report displays a synopsis of all schedules that have been created for a
particular voice menu.
To create a schedule report:
1. In the Telephony Office-LinX Administrator, click Voice Menu. The voice menus that are
available appear in the right window.
2. Doubleclick a voice menu. The Voice Menu dialog box appears.
3. Click the Start Menu Schedule toolbarbutton. The Start Menu Schedule dialog box
appears.
4. Click the Schedule Report button. The Schedule Report (Start Menu Schedule) dialog
box appears:
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Changing a voice menu
Telephony Office-LinX allows you to change an existing voice menu, including names, sub
menus, phrases, and actions.
NOTE: All changes must be done from the Administration console.
To change a voice menu:
1. In the Telephony Office-LinX Administration console, click Voice Menu. The voice menus
available appear in the righthand pane.
2. Doubleclick on the voice menu you want to edit. The Voice Menu dialog box appears.
3. Make the required changes and click the Save Voice Menu toolbar button.
Deleting a voice menu...
ou can delete a voice menu from either:
•
the Administration console
OR
•
the Voice Menu dialog box
...Using the admin console
Telephony Office-LinX allows you to delete a voice menu from the Administration console.
To delete a voice menu using the Admin console:
1. In the Telephony Office-LinX Administration console, click Voice Menu. All associated
voice menus appear in the righthand pane.
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2. Rightclick the voice menu that you want to delete and click Delete. Employ the standard
Windows shortcut keys to select more than one voice menu for deletion. A message box
NOTE: The Delete button becomes active after you highlight a voice menu.
3. Click Yes to delete a single voice menu, or Yes to All to delete all of the highlighted
voice menus.
...Using the voice menu dialog box
Telephony Office-LinX allows you to delete a voice menu from the Voice Menu dialog box.
To delete a voice menu using the Voice Menu dialog box:
that are available appear in the righthand pane.
2. Rightclick the voice menu that you want to delete and select Delete. A message box
3. Click Yes. The Menu Number displays the next available Voice Menu.
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Adding a sub menu
Sub menus are used to create multiple actions for a voice menu, for example, a Q&A Script,
an account code verification, or an IVR with password verification.
All of these applications would be created in a voice menu with multiple layered sub menus
to process the caller selection.
To add a sub menu:
that are available appear in the righthand pane.
2. Doubleclick the voice menu that you want to add a sub menu to. The Voice Menu dialog
box appears.
3. Click the Add Sub Menu toolbar button. Telephony Office-LinX clears the Voice Menu
dialog box of all displayed information.
4. Follow the steps detailed in Creating a Voice Menu on page 350.
Searching for a sub menu
Telephony Office-LinX provides you with the ability to search for a particular sub menu.
To search for a sub menu:
1. In the Admin console, highlight Voice Menu. The voice menus that are available appear
in the righthand pane.
2. Doubleclick a voice menu. The Voice Menu dialog box appears.
3. Click on the Find Sub Menu toolbar button. The Find Menu dialog box appears,
displaying all existing voice menus.
4. Doubleclick on the submenu you are looking for. The submenu settings appear in the
Voice Menu dialog box.
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Editing a submenu
You can editing the properties of a submenu at any time.
To change a submenu:
1. Find the sub menu by using the scroll buttons or by searching the existing submenus.
2. Once you have found the sub menu, make all of the appropriate changes and click the
Save Voice Menu toolbar button. Your changes to the submenu are saved.
Deleting a submenu
You can delete a sub menu at any time.
To delete a submenu:
1. Find the submenu by using the scroll buttons or by clicking Sub Menu and selecting
Find.
2. Click the Delete Sub Menu toolbar button. A message box appears, prompting you to
3. Click Yes. The selected submenu is deleted.
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11
Customizing a TUI
Creating a Customized TUI on page 367
CHAPTER 11 - CUSTOMIZING A TUI
11
Overview
By customizing a Telephony User Interface (TUI), you can define the keystroke actions a user
will use when navigating their mailbox.
366
There are nine (9) buttons that allow you to perform various tasks within the Customize
Telephone User Interface application.
Button
Name
Add New Customize Telephone User
Interface
Function
Create a new customized TUI.
Copy
Copies TUI settings and creates a new menu.
Open Customize Telephone User Interface
Open a customized TUI.
Delete Customize Telephone User Interface
Delete a customized TUI.
Save Customize Telephone User Interface
Save a customized TUI.
Control Keys
Enables control function to be used while in a sub
menu or listening to a message.
Customize TUI Print-out
Customize TUI printout
Add Sub Menu
Add a submenu
Delete Sub Menu
Delete a submenu
Find Sub Menu
Find a submenu
11
Creating a Customized TUI
You must first create a TUI template that can be saved and later mapped to an individual
user’s mailbox.
To create a customized TUI:
1. Highlight Customize TUI, rightclick and select New > Customize TUI. The New
Customize TUI dialog box appears:
2. Select the Blank Customize TUI radio button if you are building your customized TUI
from scratch. Select the Customize TUI using as a template radio button to select a
TUI template to use, then making a selection from the dropdown list.
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11
3. Click OK. The Customize TUI screen appears:
368
If this is the first customized TUI you are creating, the Menu Number field starts by
default at 1 . It will increment the menu number by one each time you create a new
customized TUI.
4. In the Menu Name field, enter a descriptive name for the customized TUI.
5. Select the Default checkbox if you want this TUI template to be the system default
template.
11
6. From the Play Method dropdown list, select a prompt setting:
Play Method
Function
Nothing
Telephony Office-LinX does not play a custom phrase.
Only Sub Menu Phrase
System instructions are custom recorded by the System
Administrator.
They are based on the phrase number you input in the Sub
menu phrases.
Only Segmentized Phrase
System plays back the system default phrases associated to the
actions.
Both Sub Menu and Segmentized
Phrase
System plays back both the custom instruction followed by the
default segmented phrases associated to the actions.
If you select Only Sub Menu Phrase or Both Sub Menu and Segmentized Phrase,
the Sub Menu Phrase (Company Salutation) field becomes active. Indicate the
custom recording you want played based on the playback method defined. To define the
Sub Menu Phrase (Company Salutation) for different language environments, you must
specify the correct .VOX file in the Sub Menu Phrase dropdown list for each of the ten
default submenus. Refer to the following table for the .VOX files that correspond to the
language that is required.
Language
.VOX File (Range)
English
SAL9521.vox - SAL9540.vox (set by
default)
French
German
Spanish
Italian
Dutch
7. In the Description field, enter a text message describing the action of this submenu in
the TUI template.
8. In the No. of Retries field, enter the number of retries that an user may attempt until
the system disconnects.
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9. In the Timeout field, enter the number of milliseconds the system should wait for no
user input before it reverts to the “No Action” function.
10. Select the Control Keys checkbox to enable the control function to be used while in a
submenu or listening to a message.
11. Click the Announcements... button to select which - if any - announcements the user
may program. The Announcements dialog box appears:
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•
Select the Play message count checkbox to inform the user of the number of messages
that have been left.
•
Select the Play announcement checkbox and its accompanying Availability and Location checkboxes to inform the caller of the user’s whereabouts and current activity
state.
•
Click the OK button to close the dialog box.
12. Rightclick on an action and select Set Action To:
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13. Select a DTMF key against which to match the action.
NOTE: A dialog box will appear if additional information is required. For more
information, refer to Appendix D - Customize TUI: DTMF Key Parameters.
14. Click the Save Customize TUI toolbar button.
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Specifying control keys
While listening to messages, a user can adjust the speed and volume of the message. They
can also pause, rewind, or fast forward it.
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NOTE: If control keys have not been assigned, and a caller presses a key while the
message is playing, the system will respond as if it has reached the end of the message
and the associated action key (Save Message, for example) has been pressed.
The Control Keys Enabled option must be selected on the main voice menu.
To specify control keys:
1. Click the Control Keys toolbar button. The Control Keys dialog box appears:
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2. Rightclick on an action and select Set Action To:
3. Select a DTMF key to match to the action and click OK.
NOTE: A dialog box will appear if additional information is required. For more detailed
instructions, please refer to Actions on page 374.
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Actions
The following actions allow you to define your message rewind, fast forward and pause
parameters. To access these screens, follow the steps below:
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1. From the Admin tree in the lefthand pane, highlight Customize TUI. The righthand
pane is populated with previously customized TUIs. Doubleclick on the desired
customized TUI. Alternatively, rightclick Customize TUI and select New > Customize
TUI.
2. Click on the Control Keys toolbar button
. The Controls Keys screen appears:
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3. Rightclick on an option in the Actions (lefthand) pane, select Set Action to and select a
DTMF Key:
4. Alternatively, leftclick on an option, drag and drop into the Action (righthand) pane.
NOTE: The procedure outlined above simply matches an action to a DTMF key. To
adjust the value of each option, select from the dropdown list (1 being the weakest
setting, 5 the strongest) or enter a value in the text field. Otherwise, it will assume a
default value. Please note that the Normal option has a defaul value which cannot be
changed. See Louder or Softer.
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To activate Toggle & Double Control Keys
1. Referring to the Customize TUI screen (see figure below), the action Listen to Message
must be installed in the DTMF listbox, while the Control Keys checkbox must also be
selected.
2. Returning to the Controls Keys screen (page 374), Double Control Keys must be
selected in order to enable the three controls underneath it.
3. From the Control Key Mode dropdown listbox, select either Toggle or Double Keys. If
Toggle is selected, the User - while on the telephone - may activate all control keys by
pressing the Star key on the telephone dialpad. If Double Keys is selected, the User
must press the Star key and the number of the desired key to activiate that particular key.
4. In the Control Key Inter-Digit Timeout field, enter a value in milliseconds. This will
determine the length of time that may pass between consecutive key presses before a
forced timeout.
5. In the Toggle/Prefix Key field, enter an asterisk.
6. Click OK.
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Softer
Allows you to use the dropdown list to select a softer volume setting.
Field
Function
Volume Scale
Defines the volume setting
Normal Volume
Allows you reset the volume to its default setting.
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Louder
Allows you to use the dropdown list to select a louder volume setting.
Field
Function
Volume Scale
Defines the volume setting
Slower
Allows you to use the dropdown list to adjust the message play to a slower pace.
Field
Function
Speed Scale
Defines the speed setting
Normal Speed
Allows you to reset the message play speed at its default setting.
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Faster
Allows you to use the dropdown list to adjust the message play at a faster pace.
Field
Function
Speed Scale
Defines the speed setting
Fast Forward
Allows you to define the speed at which the system should fast forward messages (in
milliseconds).
Field
Function
Fast Forward Time
Specifies fast forward speed settings
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Rewind
Allows you to define the speed at which the system should rewind messages (in
milliseconds).
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Field
Function
Rewind Time
Specifies rewind speed settings
Pause
Allows you to set the parameters for the pause time of each message (in milliseconds). The
default value is 5000ms.
Field
Function
Pause Time
Specifies the pause time
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Customizing the TUI printout
The display of the TUI printout can be customized with colours and fonts.
To customize the TUI printout:
1. Click the Customize TUI Print-out toolbar button. The following dialog box appears:
2. In the Color text field enter the colour you want the text to be displayed in, or click the
ellipsis button and make a selection from the Color dialog box.
3. In the Header Font text field enter the header font you want the text to be displayed in,
or click the ellipsis button and make a selection from the Header Font dialog box.
4. In the Font text field enter the font you want the text to be displayed in, or click the
ellipsis button and make a selection from the Font dialog box.
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5. From the Max Number of Menus In Each Row dropdown list, select the maximum
number of menus that can appear in each row when the flowchart is displayed.
6. Click OK.
Copying a customized TUI
After creating and configuring a customized TUI, you can conveniently copy the features and
sub menus of that customized TUI and duplicate it. A set of default customized TUIs is also
installed with your system, and those can be copied as well. Customized TUIs can be copied
within the same company, or moved to other companies.
To copy within the same company:
1. In the Customized TUI section of your first (default) company, doubleclick the
Customized TUI you want to copy. The Customized TUI dialog box appears.
2. In the Customized TUI toolbar, click
. The Menu Number displays the next available
customize TUI number. This is the menu number associated to the customized TUI
settings that you have just copied.
3. Make any configuration changes, and click Save. A new customized TUI is created based
on the settings you have copied.
To copy to another company:
1. Click the Customized TUI section of your first (default) company. A list of the customized
TUIs (created and installed by default) appears.
2. Rightclick the customized TUI you want to copy, then click Copy.
3. Select the company to which you want to copy the customized TUI, then click
Customized TUI.
4. In the righthand pane of the Customized TUI section, rightclick an empty space and click
Paste.
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5. The customized TUI is copied to the company.
NOTE: If you are copying a customized mailbox from the set of default mailbox
configurations, the default prompts that will be played on the Telephone User
Interface are not enabled in the new company. Follow the instructions below to
enable the prompts.
To enable prompts for copied customized TUIs:
1. After copying the customized TUI in the Telephony Office-LinX Administration console,
doubleclick the customized TUI. The Customized TUI dialog box appears:
2. Jot down the number indicated in the sub menu phrase field for each sub menu. These
numbers indicate the prompts to play.
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3. When all sub menu phrase numbers are noted within the customized TUI, use Windows
Explorer to navigate to c:\UM\Prompts\Company\1.
NOTE: The folder path is based on a default installation path of the system.
4. Select the file names that correspond to the sub menu phrase menus that were jotted
down.
5. Copy all selected files to the company folder where the customized TUI was copied.
NOTE: Each new company that is created is labelled in sequential order. A new
company created (after the default company) will be indicated by the number 2,
and so on. The number of the folder indicated in the path c:\ UM\ Prompts\
Company\ will match the company number.
After copying the files, the prompts are enabled for the customized TUI you have copied.
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Performing Supervisor Functions
Supervisor Menu on page 387
CHAPTER 12 - PERFORMING SUPERVISOR FUNCTIONS
12
Overview
Although Telephony Office-LinX is designed with a comprehensive set of system screens, you
can perform many of the system's supervisory functions through the telephone. A set of
prompts guides you through these functions.
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HINT: This chapter contains key information relating to the system’s remote functions.
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Supervisor Menu
Accessing the Supervisor Menu
You can access the Supervisor menu from the handset.
To access the Supervisor menu:
1. To access the system from an internal extension, press [*]. The system will ask for the
Mailbox number.
2. Having provided the Mailbox number, press [*] again. The system prompts you to enter
the Supervisor password.
3. Enter the Supervisor password.
NOTE: The password entered will be specific for the administrator’s settings and
language. Once the password is accepted, the system will play instructions and
prompts based on the administrator’s language.
NOTE: If an incorrect password is entered, you have three retries at entering the
correct password. If you do not enter the correct password, the system hangs up.
The default password is 1111.
1. To access the system from an external extension, press [#]. The system will ask for the
Mailbox number.
2. Having provided the Mailbox number, press [*] again. The system prompts you to enter
the Supervisor password.
3. Enter the Supervisor password.
The system plays the Supervisor Menu:
•
To configure mailboxes, press [1]
•
To configure feature groups, press [2]
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•
System prompts, press [4]
•
Company maintenance, press [5]
NOTE: Multiple supervisors may access the system supervisory functions at the
same time.
Creating a mailbox / range of mailboxes
You can use the handset to create a mailbox for a user without accessing the Administration
Console.
To create a range of mailboxes:
1. Press [1] at the Supervisor Main Menu. You are prompted to enter the first mailbox.
2. Enter the lowest mailbox number in the list. The system prompts you to enter the last
mailbox.
3. Enter the highest mailbox number.
HINT: To work with a single mailbox, enter the same mailbox number as the first
mailbox. If you make a mistake, press # to return to the previous menu.
Creating a range of mailboxes automatically creates sequentially numbered
mailboxes. You may always delete any unwanted mailboxes later.
The system prompts you press [1] to create a mailbox or [3] to delete a mailbox.
4. Press [1] to create a mailbox. You are prompted to enter a 2-digit feature group.
5. Enter the feature group number to describe the features assigned to the mailboxes you
created. There will be a short pause after you enter this value while the system creates
the mailboxes.
6. You receive mailbox creation confirmation and are transferred back to the Supervisor
Main Menu.
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Deleting a mailbox
Telephony Office-LinX allows you to delete one or more mailboxes that have been set up on
your system.
CAUTION: When the system deletes a mailbox, all prompts, messages, and settings
will be permanently removed and cannot be recovered.
To delete a range of mailboxes:
1. Press [1] at the Supervisor Main Menu. You are prompted to enter the first mailbox.
2. Enter the lowest mailbox number in the list. You are prompted to enter the last mailbox.
3. Enter the highest mailbox number.
HINT: To work with a single mailbox, enter the same mailbox number as the first
mailbox. If you make a mistake, press # to return to the previous menu.
4. The system prompts you press [1] to create a mailbox or [3] to delete a mailbox.
5. Press [3] to delete mailboxes. The system prompts you to confirm the deletion of these
mailboxes by pressing [1].
NOTE: When you press [1], there is a short pause.
6. Press [1]. The system confirms that you have successfully deleted the mailbox and
transfers you to the Supervisor Main Menu.
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Recording a system prompt
The System Prompts are the default prerecorded messages listed in Appendix E.
To record a system prompt:
1. Press [4] at the Supervisor main menu. The system speaks the following message:
Press [1] for system prompts; press [2] for company greetings.
Press [1] to record system prompts. The system speaks the following message:
Please enter the system prompt to work with.
2. Enter the system prompt. The system plays back the prompt you have chosen. When the
playback ends, the system speaks the following message:
Press [1] to accept; [2] to review; [3] to record; or [#] to exit.
NOTE: “Record” deletes and replaces the original prompt. Press [3] to record.
After the tone, begin speaking in a clear, slow voice. When you finish, press [1].
The system plays the system prompt that you just recorded. The system then prompts
you to choose one of the following options:
To accept press [1]; to review press [2]; to re-record press [3];or to return to the previous
menu press [#].
3. If you are satisfied with the system prompt, press [1].
4. If you are not satisfied with the prompt, press [3] to re-record it.
5. To record another system prompt, repeat Steps 2 to 5.
6. To return to the Supervisor Menu, stay on the line.
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Recording a company greeting
A company greeting is used to greet a caller when they reach your company. For best quality,
use a telephone handset to record a company greeting.
To record a company greeting:
1. Press [4] at the Supervisor Main Menu. The system speaks the following message:
Press [1] for system prompts; press [1] for company greetings.
The Company Greetings are the custom salutations that callers hear when they call your
company (for example, Good morning...you have reached the ABC company...). They
may be used when defining Business Hours, Voice Menus for companies or Mailboxes
and Customized TUIs.
2. Press [2] to record company greetings. The system speaks the following message:
Please enter the two-digit company greeting to work with.
3. Enter the company number. Press 1 is your commpany is #1. The system speaks the
following message:
Please enter the four-digit system salutation to work with.
NOTE: The Company greetings are salutations set up on the Company Menu. The
numbers you use must be entered on the Company Menu in the Greeting Times/
Phrases section of the screen.
4. Enter the company greeting. The system speaks the company greeting you chose, if it
was previously recorded.
When the recording ends (if a greeting was previously recorded), the system speaks the
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following prompt:
5. Press [3] to record. At the tone, begin speaking in a clear, slow voice.
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HINT: Try to eliminate all background noise. If possible, use a telephone within
your office. Accessing the system through outside lines may result in additional
background noise.
6. When you finish, press [#]. The system plays the new greeting automatically. When the
greeting ends, the system speaks the following prompt:
7. If you are satisfied with the system prompt, press [1].
8. If you are not satisfied with the prompt, press [3] to re-record it.
9. To record another system prompt, repeat Steps 2 ~ 5.
10. To return to the Supervisor Menu, stay on the line.
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Changing the holiday setting
Use the handset to change the holiday setting.
To add a holiday setting:
1. Press [5] at the Supervisor’s Administration Console. The system speaks the following
prompt:
Please enter the two-digit company number.
2. Enter the number of the company that you wish to modify. The system speaks the
following prompt:
To listen to existing holidays, press [1]; to add a holiday, press [2]; to delete a holiday,
press [3]; or to return to the previous menu, press [#].” Press [1] to review the dates and
greeting numbers of existing holidays for this particular company, press [2] to enter a
new holiday date and prompt number, and press [3] to remove an existing holiday date
and prompt number.
3. Press [1] to listen to existing holidays. If any holidays exist, the system plays the date and
greeting number of each holiday assigned to this particular company.
4. Press [2] to add a holiday. The system speaks the following prompt:
Enter the four-digit holiday date, month, then day.
5. Enter the 4-digit holiday salutation. For example: Christmas Day (December 25) would be
entered 1225.
NOTE: When adding holidays, remember that you must record the Holiday
Salutation.
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6. Press [3] to delete a holiday:
When you press [3] to delete a holiday, you are prompted for the following:
Enter the four-digit holiday date to delete, month, then day.
For example, to remove Christmas Day (December 25) from the holiday list, enter 1225.
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Although the system is designed with a comprehensive set of system screens, you can
perform many of the system's supervisory functions using a telephone. A set of verbal
prompts guides you through these functions.
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IMAP TSE Gateway Setup
Operation Requirements on page 398
Creating the Admin IMAP Account (Super User) on page 400
Integrating the IMAP TSE Gateway on page 408
IMAP TSE Gateway with Lotus Notes on page 420
Configuring IPSec on page 422
IMAP TSE and Exchange Transaction Logs on page 430
Support for Exchange 2003 on the Server or Client on page 434
CHAPTER 13 - IMAP TSE GATEWAY SETUP
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Overview
The IMAP TSE Gateway is a server component that provides unified messaging and
integration services between the Telephony Office-LinX system and other messaging
systems. Using the IMAP4 protocol, the UM TSE provides an easily manageable and highly
scalable system that supports a broad range of messaging platforms.
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The IMAP TSE Gateway works directly with EEAM (unified messaging - UM - data and the
business objects layer) to provide UM clients (phone devices, web clients, etc.) access to a
single messaging data store that combines all emails, faxes, voice mail and other types of
information. IMAP TSE Gateway allows UC users to access mailboxes that are located on a
messaging systems commonly found in a company network, such as Exchange Servers.
To provide such functionality, the IMAP TSE Gateway is tightly integrated with the EEAM. It
intercepts any message store-related operations for configured mailboxes, and transforms
them into protocol commands that are supported by major messaging systems (acting as
clients for that system).
The IMAP layer is used to integrate with a broad range of messaging systems. The current
architecture provides the ability to extend protocol support by using plug-in modules for the
IMAP TSE Gateway. If any operation that is regularly intercepted by the IMAP TSE Gateway
fails due to temporary network failure, the IMAP TSE Gateway gives EEAM opportunity to
perform the operations within its own database so that data loss is prevented. Once the
network connection is re-established, the IMAP TSE Gateway automatically reattempts the
lost operations.
To fully use IMAP TSE Gateway, user information must be specified. The LDAP protocol
allows for the creation of a link between the voice mailbox and a mailbox with the major
messaging system.
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The following is the IMAP TSE Gateway architectural diagram:
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Operation Requirements
To successfully utilize the IMAP TSE Gateway, the following components are required:
•
UM components
•
Major Messaging System components
•
100 BaseT Ethernet
•
IMAP4 rev1 support on the Major Messaging System
•
Secure Socket Layer certification for each machine involved in running IMAP transactions, allowing for encrypted authentication (provided SSL services are required)
Data flow
Three (3) major operation modes are used by the UM TSE Gateway:
1. Active Session Support
2. Background File Transfers for Inactive Sessions
3. Managing Mailbox Statistics
Active session support
Once an active client session is established by one of the UM clients, the EEAM component
receives the corresponding request and forwards this command to the IMAP TSE Gateway
component. The command checks to see if a mailbox for this operation is configured to use
a single store. The IMAP TSE Gateway holds the pool of active sessions. These sessions are
maintained until the client requests can be processed. In the case of a session failure, the
error will be reported to the EEAM with a corresponding status code and the session will
continue to execute without the IMAP4 Gateway, by way of the local UM database. Once
the session can be reestablished, EEAM will forward all the subsequent requests to the IMAP
TSE Gateway .
IMAP TSE Gateway uses data caching for storing message header information in order to
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return results back to the EEAM as quickly and efficiently as possible.
Background file transfers
Due to possible network failures, the single store used by the IMAP TSE Gateway may be
inaccessible. During such a scenario, the EEAM stores all of the data in the UM database.
When connectivity is re-established, the system will search for the data stored in the UM
database and transfer it back to the single store. After this process is completed, the system
verifies that database synchronization is correct.
Managing mailbox statistics
In order to support the fast retrieval of mailbox statistics, the UM TSE Gateway executes a
number of threads that establish new temporary sessions to the single store. This is done on
a regular basis for each configured mailbox, checking for the number of messages in each
folder, and the number of unread/read messages by class (voice, fax, email). When the UM
application retrieves this value from the EEAM, the UM TSE Gateway gives the last computed
values stored in the cache.
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Creating the Admin IMAP Account (Super User)
Creating an account (Active Directory with Exchange 2000)
To use IMAP TSE Gateway with Feature Groups, you must first define users in the Active
Directory. After creating these individual users, you must create an ’administrative’ IMAP
user that will be used to control each feature group. The following steps illustrate how to
create the ’administrative’ IMAP user for a feature group.
To create an Admin IMAP account (Active Directory with Exchange 2000):
1. From your Active Directory PC’s Windows toolbar, select Start > Programs >
Administrative Tools > Active Directory Users and Computers. The Active Directory
and Users dialog box appears.
2. Click the Create User button. The New Object - User dialog box appears:
•
In the First name field, enter IMAP.
4. In the Last name field, enter CONTAINER.
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5. In the User logon name field enter IMAPC, then click Next. The Password dialog box
appears:
6. Enter a password for the user and then confirm it.
7. Select the Password never expires checkbox, then click Next. The Exchange Server
Mailbox Creation dialog box appears.
8. Select the Create an Exchange mailbox checkbox and define the settings for the
Exchange server mailbox.
9. Click Next. The VM dialog box appears.
10. Click Next.
11. Click Next. The Create In dialog box appears.
12. Click Finish. The account is created.
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13. In the Active Directory, select and rightclick the IMAP CONTAINER user. The IMAP
CONTAINER Properties dialog box appears:
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14. Ensure that the first and last name for the user are correct.
NOTE: Although you may also specify an email address, it is not recommended.
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15. Click on the Account tab:
16. Ensure that the User logon name is correct and that the Password never expires
checkbox is selected.
17. Click Apply, then OK.
18. On the Microsoft Exchange Server 2000 PC, open the Exchange System Manager.
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19. Expand First Storage Group.
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20. Rightclick on Mailbox Store and select Properties. The Properties screen appears.
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21. Click on the Security tab:
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22. Click the Add button. The Select Users, Computers, or Groups dialog box appears:
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23. Highlight the user (upper listbox), click on the Add button, then click OK. You are
returned to the Security tab.
24. Make sure the IMAPCONTAINER account has full control (i.e. all Allow Permissions
checkboxes are selected.
NOTE: It is very important that you make sure the full control checkboxes are not
grayed out. This means that permissions are being inherited from the parent
object and may have explicit deny permissions to the mail store.
25. Click Apply, then OK. You have successfully created an IMAP Super User account.
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Setting the Plain Text message type (Exchange 2000)
To support the Text-to-Speech service on the Telephony Office-LinX system for Exchange
2000, you will need to set the message type to plain text.
To set the Plain Text Message Type in Exchange 2000:
1. On the Microsoft Exchange Server 2000 PC, open the Exchange System Manager.
2. Navigate to Default IMAP4 Virtual Server.
3. Rightclick Default IMAP4 Virtual Server and select Properties. The Default IMAP 4
Virtual Server Properties dialog box appears:
4. Click the Message Format tab and select the Provide message body as plain text
radio button.
6. Close the Exchange Server Manager.
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Integrating the IMAP TSE Gateway
Users must be integrated in order for the functioning of the IMAP TSE Gateway. Follow the
steps below to fully integrate users with the IMAP TSE Gateway:
1. Confirm the usernames and passwords that exist on the IMAP server.
2. Configure Mailboxes and/or Feature Groups in the Telephony Office-LinX Administration
Console.
3. (Optional) Configure Internet Security Protocol (IPSec) to encrypt both the authentication
and data packets being passed between the IMAP TSE and your IMAP server.
(1) Confirm usernames and passwords on the IMAP server
The usernames and passwords that exist on your IMAP server are used for IMAP integration.
The server types that are supported as IMAP servers include:
•
Microsoft Exchange Server 2000 / 2003
•
Lotus Domino Server 5+
•
Novell GroupWise 6.02 (SP2) / 6.5
(2) Configure mailboxes and/or feature groups
There are two (2) types on IMAP TSE integratIon:
1. Per mailbox
2. Per feature group
NOTE: For Lotus Domino Server and Novell GroupWise, the Feature Group option
cannot be used for IMAP TSE Gateway integration.
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Per Mailbox integration
Per Mailbox integration is a configuration where each individual user on your IMAP server is
designated a separate mailbox on Telephony Office-LinX. This configuration is recommended
for smaller-sized companies that do not need a governing Feature Group to manage IMAP
TSE integration.
To configure "per mailbox" IMAP TSE integration:
1. Obtain a list of the users you are going to integrate. It is advised that you contact your
system administrator to verify that the usernames and passwords are correct before
proceeding.
2. On your Telephony Office-LinX server machine, open the Administration console.
3. Create a new mailbox. The Mailbox > General screen appears:
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4. Enter the first and last name of the user in the corresponding fields, then click the Save
Mailbox toolbar button. The first and last name can be the user’s real name and does
not need to be the username specified on the IMAP server.
5. Click on the Advanced tab:
6. From the Desktop Capabilities dropdown listbox, select Unified Communications or
Advanced Unified Messaging. Either one will suffice.
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8. Click on the IMAP tab:
9. In the User Name field, enter the user name. This username must match the username
used in the IMAP server.
10. In the User Password field, enter the user password. This password must match the
password used by the user in the IMAP server.
11. In the Confirm Password field, re-enter the password for confirmation.
13. In the IMAP Server Port, enter the port that is used by the IMAP server. By default, the
port is 143.
14. From the Storage Mode dropdown list, select IMAP.
15. In the Message Status feature box, select the Update Message Status From checkbox
and, by clicking on the ellipsis button, select a date and time at which updates will begin.
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16. Click on the Save Mailbox toolbar button. The user on the IMAP server is integrated
with Telephony Office-LinX for IMAP TSE. Repeat this procedure to configure mailboxes
for all users on your IMAP server.
Per Feature Group integration
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Per Feature Group Integration is a configuration where a specific user is created on your
IMAP server. This user is given Full Control of the Mailbox Store and is then integrated as a
Feature Group with Telephony Office-LinX. This configuration is recommended for medium
to enterprise-sized companies.
To configure Per Feature Group IMAP TSE integration:
1. Ensure and obtain a list of the users that you are going to integrate. Verify that your
System Administrator has created a main user on the IMAP server that has:
•
Full Control permission enabled for the Mailbox Store
•
A non-expiring password
It is advised that you contact your system administrator to verify that the usernames and
passwords are correct before proceeding.
2. On your Telephony Office-LinX server machine, open the Administration console.
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3. Create a new feature group. The Feature Group > General screen appears:
4. In the Group Name field, enter a name for the feature group.
5. Select the Mailbox Language and Caller Language to use from the appropriate
dropdown lists.
6. Select the supported Message Format from the dropdown list.
NOTE: You will observe that the Group Number field is completed as per a
system default.
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8. Select the IMAP tab:
9. In the IMAP Account field, enter the user name. This user is the user created on the
IMAP server who has full control and a permanent password.
10. In the Account Password field, enter the password for the main user.
11. In the Confirm Password field, re-enter the password.
13. In the IMAP Server Port field, enter the port that the IMAP Server is using. By default,
the port is 143.
14. In the Max No. of Connections field, enter the maximum number of failed connections
allowed before the user is locked out. This could happen when, for example, the IMAP
server or email server itself goes down and no connection can be re-established.
15. In the Max No. of Logons field, enter the maximum allowable number of failed logons
to the IMAP server allowed before the user is locked out.
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16. In Synchronisation Options feature box, select the following:
CAUTION: If you are working on basic Inbox to Inbox synchronization, there is no
need to enable the options below (skip Steps 16 and 17 and proceed to Step 18).
Careful consideration of your system configuration needs to occur prior to
enabling higher levels of synchronization.
•
Inbox folder checkbox if you want to synchronize messages between the IMAP and VM
inbox folders.
•
Call History checkbox if you want to synchronize call history between the IMAP and VM
system folders.
•
System folders checkbox if you want to synchronize messages in the IMAP and VM system folders.
•
Custom folders checkbox if you want to synchronize messages in the custom IMAP and
VM folders.
17. Select the Send URL checkbox to synchronize messages in the voice mail default folders.
18. From the Sync Priority dropdown list, select the level of priority to use for
synchronization.
19. In the Msgs Per Sync Cycle field, enter the number of messages the system should
attempt to synchronize during each synchronization cycle. The recommended value is
between 10 and 25. Anything greater will simply bog the system down.
20. In the TSE Location field, indicate the machine that the UM TSE Cache Manager resides
on. The default should be the local host name.
21. Select the Update Message Status From check-box to allow for the synchronization of
the Lotus Domino and voice servers at a certain time. Select a time by clicking the
ellipsis button and specifying the details on the Update Message Status From dialog
box. From this dialog box, click OK.
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22. Select the Storage Options tab:
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23. In the Maxiumum Number of Messages field, increase the number of messages
allowed to accommodate for the total number of voice mail and email messages in the
UM user inbox.
24. Click on the Save Feature Group toolbar button. The feature group is now configured
for the main user to integrate IMAP TSE. You can now assign individual user mailboxes to
this feature group to enable full IMAP TSE integration.
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To assign mailboxes to the IMAP feature group:
1. In the Administration console, create a new mailbox. The Mailbox > General screen
appears:
2. In the Last Name and First Name fields, enter the user’s name.
3. From the Feature Group dropdown list, select the feature group that was created for
IMAP integration.
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5. Select the Advanced tab:
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6. From the Desktop Capabilities dropdown list, select Unified Communications.
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8. Select the IMAP tab:
9. In the User Name field, enter a name for the user.
NOTE: This user name must match the username used in the IMAP server.
10. From the Storage Mode dropdown list, select IMAP.
NOTE: Repeat this procedure to assign all user mailboxes on the IMAP server to
the IMAP feature group. Once all users are added, IMAP integration is complete.
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IMAP TSE Gateway with Lotus Notes
The following procedure is required to ensure proper deployment of Groupware forms after
their installation or update on the Lotus Domino server. This procedure is necessary to ensure
a complete update of signatures for secured formed field. By following the procedure users
will no longer see warning messages on selected operations.
NOTE: Refer to the Server Installation Guide for information on the installation of
UM Domino components. If you are installing Lotus Notes Release 6.XX, select UM
Forms only.
To configure Lotus Notes for Telephony Office-LinX users:
1. Access the Lotus Notes Administrator.
2. Under the Domain/People directory, doubleclick User and enter a nickname, a user name
and an internet password.
3. On the Lotus Domino Console, run the following command:
Load Convert –m mail\username.nsf * mail6UM.ntf
NOTE: In the above command, "username" is the Lotus mail file, and
"mail6UM.ntf" is the template into which the forms were installed.
NOTE: Once the forms have been installed and distributed to the users, their inbox
will need to be closed and reopened in order for the templates to be refreshed.
This needs to be done every time the Master Template is updated.
4. On the Telephony Office-LinX, open the Administration console and select User
Properties.
5. Select the Advanced tab, and enter the UM for the selected user.
6. Select the IMAP tab and enter the following user information:
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•
Login Name
NOTE: To verify which login name to use, open the user’s document in Domino
Administrator. On the first tab (Basics), look for the Short name/UserID and/or
Internet address for R4.x SMTP MTA field.
•
Internet Password (in the User Password field)
•
Lotus Notes Server IP Address (in the IMAP Server field).
7. Change the storage mode to IMAP.
8. Select the Update Message Status From check box to allow for the synchronization of
the Lotus Domino and voice servers, then click on the ellipsis button to select a date for
this synchronization to occur.
NOTE: When users become IMAP synchronized, the messages between their
Domino server and voice server will be synchronized. The messages that were once
available only from Lotus Notes will now also be available on the voice server, and
vice versa.
NOTE: Before this check box and field were introduced, the Lotus Server would
provide the voice server with incorrect read/unread message status. Select the
check box if you do not want all messages from the Domino server to show an
UNREAD status after synchronization.
The following procedure is optional:
To prevent the Lotus Window from scrolling while logging in and out under
IMAP:
1. On the Lotus Notes Server, open the notes.ini file.
2. Set the Log_Session=1 to 0.
3. Click Save, then click Close.
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Configuring IPSec
The IMAP Transparent Storage Engine (IMAP TSE) must access user mailboxes on your mailserver at regular intervals. In order to achieve this access, the IMAP TSE uses either:
1. A master account which has permission to access all user mailboxes.
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2. Individual user accounts.
In either scenario, the credentials used for authentication (Username and Password) are
passed between the IMAP TSE and the IMAP server in plain text. Depending on a number of
criteria (e.g. network topology, corporate security standards), this situation may be
undesirable. The possibility exists for a malicious user to “sniff” your network traffic, thereby
intercepting authentication credentials. This possibility exists whether your network is private
(behind a firewall/proxy) or public. Attempts to compromise your network come not only
from outside individuals; they often come from your user base as well.
In order to negate the possibility of someone gleaning your usernames and passwords via
packet sniffing, you may employ IPSec to encrypt both the authentication and data packets
being passed between the IMAP TSE and your IMAP server. Internet Security Protocol (IPSec)
provides application transparent encryption services for IP network traffic. Using IPSec, you
can provide data privacy, integrity, authenticity and anti-replay protection for network traffic.
The following is a guide to aid you in the configuration of IPSec on both your Voicemail and
Email servers. This article assumes both servers run on a Windows 2000 platform. IPSec is
not available on platforms which pre-date Windows 2000.
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The Security Policy MMC
In order to access IPSec policy, the Security Policy MMC must be open. Log on to your
Voicemail server and navigate to the Start Menu, select Run, and enter “secpol.msc”
(without quotes). The Local Security Settings dialog box appears:
From this MMC, you canl create your custom IPSec policy.
Configuring an IPSec policy
To create an IPSec Policy:
1. Using the Voicemail Server, in the left pane of the MMC Console, rightclick IP Security
Policies on Local Machine and select Create IP Security Policy. The IP Security Policy
Wizard appears.
2. Click Next.
3. Enter IMAP as the name of your policy, then click Next.
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4. Clear the Activate the default response rule checkbox, and then click Next.
5. Make sure the Edit Properties checkbox is selected and click Finish.
6. In the Properties dialog box for the policy you have just created, ensure that the Use
Add Wizard checkbox in the lower-right corner is selected. Click Add to start the
Security Rule Wizard.
7. Click Next to proceed through the Security Rule Wizard.
8. Select This rule does not specify a tunnel and click Next.
9. Select the radio button for All network connections and click Next.
Configuring an IKE authentication method
Next, you must specify how the computers will trust each other by specifying how they will
authenticate themselves, or prove their identities to each other when trying to establish a
security association. IKE for Windows 2000 provides three authentication methods to
establish trust between computers:
•
Kerberos v5 authentication provided by the Windows 2000 domain that serves as a
Kerberos v5 Key Distribution Center (KDC). This provides easy deployment of secure
communications between Windows 2000 computers who are members of a domain or
across trusted domains. IKE only uses the authentication properties of Kerberos. Key
generation for IPSec security associations is done using IKE RFC 2409 methods.
•
Public/Private key signatures using certificates, compatible with several certificate
systems, including Microsoft, Entrust, VeriSign, and Netscape.
•
Pre-shared key, which is a password used strictly for establishing trust between
computers.
The method of authentication you employ will depend on your environment. If both the
Voicemail and Email server are members of the same Windows 2000 domain, then the
easiest method to employ is Kerberos (default selection). If the computers are not members
of the same Windows 2000 domain, you should use the pre-shared key method. Only
employ the Public/Private key form of authentication if you have a full understanding of
Public Key Infrastructure, and ready access to a certificate services machine.
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To configure the authentication method for the rule:
1. Choose Kerberos (if both servers are members of the same Windows 2000 domain).
OR
Choose Use this string to protect this key exchange and enter a string of characters
(ABC123, for example). Try to make the string somewhat complex. Record this string,
because you must use it when configuring the policy on the E-mail Server as well.
Configuring an IPSec filter list
IP Security is applied to IP packets as they are sent and received. Packets are matched against
filters when being sent (outbound) to see if they should be secured, blocked, or passed
through in clear text. Packets are also matched when received (inbound) to see if they should
have been secured, should be blocked, or should be permitted into the system
1. In the IP Filter List dialog box, click Add. An empty list of IP filters is displayed. Name
your filter IMAP Filter.
2. Make sure Use Add Wizard is selected in the center-right area of the screen and then
click Add. This starts the IP Filter Wizard.
3. Click Next to continue.
4. Accept My IP Address as the default source address by clicking Next.
5. Choose A Specific IP address from the dropdown list, enter your E-mail Server’s IP
Address, then click Next.
6. Select the protocol type as TCP, then click Next. On the IP Protocol Port screen, select
From any port and below, select To this Port and enter 143 in the box. Click Next.
7. Make sure the Edit Properties checkbox has been cleared. Click Finish.
8. Click OK to leave the IP Filter List dialog box and return to the New Rule Wizard.
9. In the IP Filter List dialog box, select the radio button next to IMAP.
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10. Click Next.
Read the following section before proceeding to the steps involved in configuring the
filter action.
Configuring an IPSec filter action
You have just configured both the input and output filters for TCP/IP packets. The second
step is to configure the action to take for those packets. You can permit, block, or secure the
packets that match the filters. If you want to secure the traffic, both computers must have a
compatible negotiation policy configured. Two of the methods allow communication with
computers that are not able to execute IPSec are:
•
Use the filter action Permit to let the packets go unsecured. Use this action in combination with a filter that matches the traffic you want to permit in its own rule within the
IPSec policy. Typical uses would be to permit traffic types of ICMP, DNS, or SNMP, or to
permit traffic to certain destinations, such as the default gateway, DHCP and DNS servers, or other non-IPSec systems.
•
Configure your filter action to use the setting Fall back to unsecured communication.
You will see this option presented in the wizard. Selecting this option in the wizard will
enable the filter action parameter Allow unsecured communication with non-IPSec
aware computer. Using this setting permits unsecured communication with a destination, by falling back to clear text if the destination does not reply to the IKE negotiation
request. If at any time the client does reply, then a negotiation is in progress and must
succeed completely. If IKE negotiation fails, the outbound packets that matched the filter
will be discarded (blocked) for one minute, whereupon another outbound packet will
cause another IKE negotiation to be attempted. This setting only affects IKE negotiations
that are initiated by the computer. It has no effect on computers that receive a request
and thus respond. The IKE RFC 2409 standard does not provide a method for both sides
to negotiate to normal, or unsecured, or clear text mode.
To configure the filter action
1. In the Filter dialog box click to select the Use Add Wizard checkbox, then click Add.
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2. Click Next to proceed through the Filter Action Wizard.
3. Name this filter action IMAP Filter Action, then click Next.
4. In the Filter Action General Options dialog box select Negotiate Security, then click
Next.
5. Click Fall Back to Unsecured Communication from the next wizard page. This will
ensure that computers you have not configured to use IPSec will still be able to establish
IMAP sessions.
6. Click Next.
7. Select Encryption and Integrity from the list of security methods, then click Next.
8. Make sure the Edit Properties checkbox is cleared. Click Finish to close this wizard.
9. In the Filter Action dialog box click the radio button next to IMAP Filter Action and
click Next.
10. Make sure the Edit properties checkbox is cleared. Click Finish.
11. In the Properties page now displaying, click Close.
You have successfully configured an IPSec Policy.
You have just configured the filter action that will be used during negotiations with the
Email Server.
NOTE: You can re-use this filter action in other policies.
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Configure IPSec policy on the email server
The policy you create on the email server will be virtually identical to the policy you just
created. There are, however, a few exceptions. Repeat the instruction set above, noting the
following changes
1. In the section Configuring an IPSec Filter List, Step 5, enter your Voicemail Server’s IP
Address.
2. In the same section, Step 6, select From this Port and enter 143. Below, select To any
port.
3. In the section To Configure the Authentication Method for the Rule, if you selected the
“pre-shared key” method of authentication, ensure that you enter the pre-shared key
string identically when configuring the policy on the email server.
Assigning the IPSec policies
Once you have created the IPSec policy on both the Voicemail and email server, you must
assign the policies. This is a simple procedure.
Open the Security Policy MMC on each computer, the Local Security Settings dialog box
appears:
NOTE: The presence of the new policy “IMAP”. Simply rightclick the policy and select
assign. Do this on both the email and voicemail server. At any time, you may un-assign
the policy by rightclicking it and selecting un-assign.
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Verifying that the IPSec policies are working
You should now test to see whether the two machines are employing IPSec to encrypt their
IMAP traffic. You can do so by entering “ipsecmon” (minus quotation marks) on both
machines in the Run line of the Start Menu. A window similar to the figure below will
appear:
In this window, you can view the status of the security association between the two servers
configured to use IPSec. If your policies have been configured properly, and IMAP traffic is
currently being passed between the two servers, you will see a Security Association in the
Security Association window.
If no association appears, check to make sure that IMAP traffic is flowing. If IMAP traffic is
flowing, check to ensure you followed the steps above exactly.
Your traffic is secure
Once you have verified the Security Association on both the e-mail and voice server by using
the IPSECMON tool, your IMAP traffic is secure. No one will be able to determine usernames,
passwords, or the contents of the IP packets as they are passed between the two servers.
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IMAP TSE and Exchange Transaction Logs
What are transaction logs?
Exchange 2003 utilizes a transactional database model. Transactional databases are
generally regarded as robust and stable, as database events are either wholly committed or
discarded. If data is only partially committed to a database, corruption may result.
Transactional logging greatly reduces this likelihood.
Exchange transaction logs record every transaction taking place on your Exchange server
(reads, deletes, logons, meeting notifications, etc). Literally thousands of transactions can
occur every hour when user email traffic is at its highest. These transactions are stored in
"transaction logs". By default, they are located at:
C:\Program Files\Exchsrvr\MDBdata
Transaction logs are 5120KB in size, and each log has a unique hexadecimal identifier. Below
is an example list of Exchange transaction logs:
Log files such as these are extremely important to the health of your Exchange server.
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Managing the transaction logs
It is extremely important that you monitor your transaction logs regularly as they are
continually growing. If Exchange runs out of disk space and is unable to continue creating
transaction logs, the Exchange server will shut down and your users will be unable to access
their email. To prevent this situation from occurring, you should take the following actions:
1. Ensure there is sufficient disk space for Exchange transaction logs to grow. Sufficient
space will differ from organization to organization. When in doubt, err on the side of
caution and provide as much free space as possible.
It is possible and usually desirable to specify a path for your transaction logs. Consider
placing them on a dedicated disk or RAID array. Not only will this ensure adequate size,
but you will realize performance gains as well.
For more information, refer to Microsoft's documentation for transaction log placement.
2. Back up your Exchange Information stores regularly. Each time you back up your
Exchange information stores, the transaction logs for said stores are committed to the
Exchange database and the transaction log process "zeros out", thereby eliminating the
disk space utilized by the logs. This disk space is recovered when a backup is completed.
If the Exchange information stores are never backed up, the transaction logs will
inevitably grow to a size which outstrips available space.
It is extremely important that you back up the Exchange information stores properly. A
file level backup is incorrect and will not result in the transaction logs being committed
and flushed.
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The IMAPTSE and your Exchange transaction logs
The IMAPTSE is the agent responsible for unifying your email and voicemail databases. It
needs to interact with the Exchange server on a regular basis in order to achieve this end.
Every time the TSE interacts with your Exchange server, many transactions take place. These
transactions are logged in the Exchange transaction logs. Logically, you can expect an
increased rate of growth for your Exchange transaction logs when you are using the TSE to
unify your messages. You should account for this before you configure the IMAPTSE to point
to your Exchange server.
How to account for accelerated transaction log growth
In order to determine how much extra space you will require on the Exchange server for your
transaction logs, you should enumerate at least a week’s worth of logs and determine the
size they occupy. This is easily achieved by locating your transaction logs, selecting one
created (for example) on Monday 12:00 AM, and then scrolling down until you reach (for
example) Sunday 11:59PM. Shift-click to select all logs between these two points, and note
the total disk space they occupy. Let’s say this results in an answer of 4GB total space. To be
safe, double this (to 8GB) and ensure you have at least this much disk space available for
your transaction logs.
Summary
1. The IMAPTSE will logically result in accelerated growth of Exchange transaction logs.
2. Sufficient space must be provided for this growth. 2x your current transaction log usage
is a safe guideline.
3. Regular backups should be carried out to free up disk space and clear your transaction
logs.
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Turning off the transaction logs
It is possible to turn off the logging on Lotus Notes. Follow the procedure below if you need
to turn off the creation of transaction logs.
To turn off logging for IMAP TSE on the Lotus Notes server:
1. Open the Notes.ini file.
NOTE: If you are not sure of the location of this file, select Start > Search > For
Files or Folders..., which opens the Search Results screen. In the Search for files
or folders named field, enter ".ini" and click Search Now. When "Notes.ini"
displays in the list of search results, doubleclick it to open the file.
2. Make sure the following lines exist in the .ini file:
•
Log_Sessions 0
•
Log_Tasks 0
3. Save the .ini file and close it.
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Support for Exchange 2003 on the Server or Client
To enable Messaging Server support:
1. Open Services on the Exchange server.
2. Highlight the Microsoft Exchange IMAP4 service:
3. Rightclick on Microsoft Exchange IMAP4, then select Properties. The Properties
dialog box appears.
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4. From the Startup type dropdown list, select Automatic:
6. On the Services screen, start the Microsoft Exchange IMAP4 service either by rightclicking
and selecting Start or by clicking the
toolbar button.
7. Open the Exchange System Manager.
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8. Expand the IMAP4 folder of your server Protocols:
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9. Rightclick Default IMAP4 Virtual Server, then click the Start button.
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To Enable Contact Synchronization
To enable contact synchronization
1. Navigate through the following from your Windows desktop: Start > Settings >
Control Panel > Administrative Tools > Services > UC TSE Cache Manager.
2. Rightclick on UC TSE Cache Manager and select Properties. The following screen
appears:
3. Click on the LogOn tab. Select the This account: radio button. The This account:,
Password: and Confirm Password: text fields are all enabled.
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4. Enter an account name (e.g., "Super User"), the password, and confirmation of the
password.
NOTE: This IMAP Super User account requires local administration rights on the
UC Server machine
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5. Click OK.
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Optional Modules
LDAP Import Utility on page 440
Web Report on page 475
WAP on page 505
Creating a Custom MMC Snap-In on page 510
CHAPTER 14 - OPTIONAL MODULES
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LDAP Import Utility
The LDAP Import Utility allows you to import user information from your Active Directory
servers or from text files into the Telephony Office-LinX database. This utility is suited for
situations where you may already have existing user information prior to installing Telephony
Office-LinX.
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The LDAP Import Utility software is installed when you install Telephony Office-LinX. To
access it from your Windows Desktop, click Start > Programs > Telephony Office-LinX >
LDAP Import Tool.
There are 24 main buttons in the LDAP Importer toolbar:
Button
Name
Function
Import mailboxes
Imports one or several mailboxes
Import contacts
Imports one or many contacts
Print
Prints a file
Help
Accesses LDAP help files
What’s this?
Provides succint information
Settings
Opens the settings dialog box
Connect LDAP Server
Connects to the LDAP server
Disconnect from LDAP Server
Disconnects from the LDAP server
Save mailboxes in database
Saves mailboxes in the Telephony Office-LinX database
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Button
Name
Function
Assign mailbox numbers
Allows you to assign mailbox attributes
Reset mailbox numbers
Allows you to clear mailbox and extension for a specific user/s
Select All
Select all mailboxes
Read Mailboxes
Displays all mailboxes
Assign OU & Company
Allows you to import company and organizational unit objects
pre-defined in the database
Assign Mailbox number and
extension from database
Assigns mailbox number and extension directly from db
Link User with database
Synchronizes voice server database with directory
USN & Timestamp
Specify USN or Time
Update Directory
Updates directory
Adjust mailbox number and
extension
Allows you to edit attributes associated to an already present
mailbox in the directory
Check for mailbox duplicity
Validates mailbox information before importing
Import Companies
Allows you to import all selected companies
Import OUs
Allows you to import all selected organizational units
Check Selected Branch
Allows you to quickly select all items/subitems of the selected
object in the directory pane
Uncheck Selected Branch
Allows to quickly deselect all items/subitems of the selected
object in the directory pane
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Key sections to the LDAP import utility
To access key sections of the LDAP import utility, please refer to the following
pages:
442
Importing Directory users into the TOL system (with AD snap-in) on page 435.
Importing Directory users into the TOL system (without AD snap-in) on page 449
To import from file on page 453.
To configure the LDAP Importer and connect to the Directory server on page 454.
Adding and importing mailboxes on page 462.
To update the directory on page 465.
To synchronize the database with the Directory on page 465
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Importing Directory users into the TOL system (with AD snap-In)
Administrators may wish to add users to a directory that has messaging parameters defined.
This feature relates these users to the system by introducing new fields and parameters into
the user's properties.
Before proceeding, make sure:
•
you have the system installed
•
the LDAP Import Tool is installed on your system
On the Exchange Server side, run AD_Admin.exe (located on the Installation DVD, and
which should already have been installed). Once you have run this executable, you will
notice that in the properties for every user, there is now a Unified Messaging tab:
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Creating a new Directory user
To create a new Directory user:
1. Open the Active Directory Users and Computers:
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2. Rightclick on the Users folder and select New > User. The following screen appears:
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3. Enter the following information, if necessary:
•
In the First Name field, enter the first name of the new user.
•
In the Initials field, enter the middle initial of the new user. This field is optional.
•
In the Last Name field, enter the last name of the new user.
•
In the Full Name field, enter the full name of the new user.
•
In the User logon name field, enter the logon name of the new user. Make sure the
correct domain is selected from the accompanying dropdown list.
4. Click Next. The following screen appears:
5. Enter the following information, if necessary:
•
In the Password field, enter a password for the new user.
•
In the Confirm Password field, re-enter the user's password.
•
Select the User must change password at next logon checkbox if you want the user
to change the password the next time he/she logs on.
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•
Select the User cannot change password checkbox if you do not want the user to
have the power to change their account password.
•
Select the Password never expires checkbox if you want the password to be in effect
indefinitely.
•
Select the Account is disabled checkbox if you want to disable the user account.
7. Select the Create an Exchange mailbox checkbox if you want an Exchange mailbox to
be created for the user.
8. From the Server dropdown list, make sure the correct server is selected.
9. From the Mailbox Store dropdown list, make sure the correct mailbox store is selected.
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11. Select the Create voice mailbox for this user checkbox to have a voice mailbox
created for the user.
12. In the Mailbox field, enter the account mailbox number.
13. Select the Specify additional mailbox settings checkbox if you want to specify
additional mailbox settings.
14. Enter the following information:
•
In the Company field, enter the company number. The default for this field is 1.
•
In the Extension field, enter the phone extension for the mailbox.
•
In the Group field, enter the number of the group the user account belongs to.
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16. Confirm that all the information you entered is correct, then click Finish.
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Verifying that the information you supplied is correct
To verify your information:
1. Rightclick on the newly created user in the directory, then click Properties.
2. Click on the Unified Messaging tab. You should find the parameters you entered:
Importing a user into the system
To import a user into the system:
The LDAP Import Tool allows you to import users either from a text file or from your
directory. When using LDAP to import a user from the directory to the system, the
following steps must be performed:
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1. Open the LDAP Import Tool.
2. Click the Settings tollbar button. The Settings screen (Server tab) appears:
3. Check the following LDAP Server information:
•
Make sure the Directory Server dropdown list indicates the correct Directory Server.
•
Make sure the Host field contains the correct directory server name.
NOTE: Click the Ellipsis or DNS button if you want to browse from a list of server
locations.
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•
Make sure the Port field contains the correct LDAP Server port number.
•
Make sure the value in the Protocol Version dropdown list is correct.
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4. Click Paging. The Paging dialog box appears:
5. Adjust the Paging specifications:
•
Indicate the number of entries to show per page when retrieving results from the server.
•
Select the Paging allowed checkbox to enable paging specifications.
•
Click the Detect button to check if the server supports the paging mode.
•
Click OK to save specifications.
6. In the Connections options feature box, determine the following:
•
Using the Timeout spinbox, select a time (in minutes) to set the length of a connection.
•
Select the SSL Connection checkbox to enable Secure Sockets Layers.
7. While still in the Server screen, in the Credentials/Authorization feature box:
•
Select the Anonymous Bind checkbox to allow login to LDAP by any client, without
authenitication.
•
Select either the Simple (no encryption) or GSS (encrypted) radio button.
•
Make sure the User DN/Username field contains the correct administrator user name.
•
Make sure the Domain field contains the correct directory domain name.
•
Make sure the Password field contains the correct administrator password.
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8. Click on the Searching tab:
9. Click on the Default button, if necessary.
10. You can search either by Users, Public Contacts or Feature Groups.
For all search methods:
11. Make sure the Search DN field contains a data string describing the directory server
location. This is the search location.
12. Make sure the Filter field contains a data string describing what you are looking for on
the Directory server.
13. Select either the One level radio button for a one-level search, or Sub-tree level radio
button for a multiple-level search.
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14. Select Matching Rules to redefine the Matching Rules to use while searching.
NOTE: By default, all attributes are predetermined to match most existing
Directory servers. Only perform Matching Rules if your default class schema was
modified or extended.
The Matching Rules screen appears:
15. Highlight the Class Object for which you want to define an unique matching rule, and
then click the ellipsis button. The Class Attributes dialog box appears:
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16. Select the attribute that you want to assign to the Class Object, then close the Class
Attributes dialog box.
17. Repeat Steps 14 and 15 for all matching rules you want to define.
18. When finished click Apply.
19. Click on the Database & Synchronization tab:
In the Class schema feature box complete the following:
•
Enter the object class name to be synchronized with Mailbox.
•
Enter the object class name to be synchronized with Public Contact.
•
Enter the object class name to be synchronized with Feature Group.
In the Synchronization feature box :
•
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You will most likely select the USN radio button. Select the DateTime radio button only
when you want synchronization between the messaging and directory servers to occur
on a time basis.
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•
Make sure the correct language is selected in the Language dropdown list.
20. Click Apply, then OK. You are returned to the main LDAP Import Tool screen.
21. On the main LDAP Import Tool screen, click on the Connect LDAP Server button
•
.
Doubleclick on a user. The Attributes screen appears:
You should see the same user parameters in this window as are defined in the Directory.
22. Return to the Directory and open the properties for the user.
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23. Change the mailbox number value (Unified Messaging tab) and re-synchronize the LDAP.
The user's mailbox number in both LDAP and the directory should be the same.
24. Press
to save the user to the database. You will be prompted to enter additional
information (password, IMAP Server, tutorial).
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25. Click the Import Mailboxes toolbar button , then go to the main system window
and view the mailboxes pane. The user should now be among the listed users.
Changing a user
To change a non-Messaging user to a Messaging user:
1. In the directory, select a user who does not have messaging options defined.
2. Add information to the required fields and save.
3. Press the Connect LDAP Server toolbar button
to view the users in the directory.
You should see the old user, but now with additional fields declared.
4. Press the Save mailboxes in database toolbar button
to save the user to the
database. You will be prompted to enter additional information (password, IMAP Server,
tutorial).
5. Go to the Admin window to view the mailboxes pane. The user should be a part of the
Admin.
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Importing Directory users into the system (without AD snap-in)
To import users:
1. Open the LDAP Import Tool.
2. Select Tools > Settings, or click the Settings toolbar button
(General tab) appears:
. The Settings screen
3. Enter the following information:
•
Make sure the Directory Server dropdown list indicates the correct Directory Server.
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•
In the Host field, enter the directory server name.
NOTE: Click the Ellipsis or DNS button if you want to browse from a list of server
locations.
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NOTE: Use if you want default server parameters to load automatically.
•
Make sure the Port field contains the correct LDAP Server port number.
•
Make sure the value in the Protocol Version dropdown list is correct.
5. Adjust the Paging specifications thusly:
•
Indicate the number of entries to show per page when retrieving results from the server.
•
•
•
Click OK to save specifications.
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6. On the Server tab, check the following administrator credentials information:
•
Select the Anonymous Bind checkbox to allow login to LDAP by any client, without
authentication.
•
Select either the Simple (no encryption) or GSS (encrypted) radio button.
•
Make sure the User DN/Username field contains the correct administrator user name.
•
Make sure the Domain field contains the correct directory domain name.
•
Make sure the Password field contains the correct administrator password.
7. Click on the DSE tab.
8. If you want to view DSE information, click Request. The list box is populated with DSE
entries:
9. Click on the Object Classes tab.
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10. If you want to view object class information, click Request. The listbox is populated with
object class information:
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Importing from file
To import from file:
1. In the LDAP Importer toolbar, click File > Import Mailboxes. The Import from File dialog
box appears:
2. In the Data File field, enter the path for the source file to import, or click Browse to
select the source file.
3. In the Delimiter field, select the delimiter from the list of predefined characters, or
define your own.
4. Select the file format of the Data file, either DOS or Unix.
5. Click Preview to ensure that your settings are correct. The preview of the settings
appears.
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6. Click Edit to change the settings. The Notepad dialog box appears.
7. Make your changes and proceed to Step 8.
8. Assign a column for each attribute by selecting the attribute and clicking the Type
column. The number appears in the Column.
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9. When all attributes are assigned a column, click Import. The system imports the data
from the selected file to the Telephony Office-LinX database. After importing from the
text file, proceed to the Import section.
Configuring and connecting
To configure the LDAP Importer and connect to the Directory server:
1. In the LDAP Importer toolbar, click the Settings toolbar button:
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2. In the Host field, enter or select a LDAP server name or address.
3. In the Port field, enter the LDAP Port. (Also applicable to SSL).
4. In the Protocol version dropdown list, select the protocol version.
6. Adjust the paging specifications:
•
In the Page Size text box, indicate the number of entries to show per page when retrieving results from the server.
•
•
•
Click OK to save specifications and return to the Settings screen.
7. In the Base DN field, enter an unique name for the base.
8. In the Timeout spinbox, indicate the maximum number of seconds before a connection
or operation has timed out.
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9. Select the SSL Connection checkbox if Secure Socket Layers are being used.
•
In the Credentials/Authorization feature box, select the Anonymous Bind checkbox if
an anonymous bind is to be used.
NOTE: If Anonymous Bind is selected, the User DN/Username, Domain, and
Password fields are disabled.
OR
•
Select Simple if simple authentication is to be used.
NOTE: If Simple is selected, the User DN/Username and Password fields are
enabled.
OR
•
Select GSS if GSS authentication is to be used.
NOTE: If GSS is selected, the User DN/Username, Domain, and Password fields
are all enabled.
10. In the User DN/Username field, enter the user name.
11. In the Domain field, enter the domain name.
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13. Click Apply and OK, then click on the Searching tab:
14. You can search by Users, Public Contacts, and Feature Groups.
FOR EITHER SEARCH METHOD:
15. Make sure the Search DN field contains a data string describing the directory server
location. This is the search location.
16. Make sure the Filter field contains a data string describing what you are looking for on
the Directory server.
17. Select either the One level radio button for a one-level search, or the Sub-tree level
radio button for a multiple-level search.
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18. Select Matching Rules to redefine the Matching Rules to use.
NOTE: By default, all attributes are predetermined to match most existing
directories. Only perform Matching Rules if your default class schema was
modified or extended.
The Matching Rules window appears:
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19. Highlight the Class Object that you want to define a unique matching rule for, and then
click the ellipsis button. The Class Attributes dialog box appears:
20. Select the attribute that you want to assign to the Class Object, then close the Class
Attributes dialog box.
21. Repeat Steps 19 and 20 for all matching rules you want to define.
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22. When finished click Apply and OK, then click on the Database & Synchronization
tab:
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NOTE: By default, the attributes are set. Doublecheck them to ensure that they
correspond with your specific Directory settings.
•
Enter the object class name to be synchronized with Mailbox.
•
Enter the object class name to be synchronized with Public Contact.
•
Enter the object class name to be synchronized with Feature Group.
•
Make sure the correct language is selected in the Language dropdown list.
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In the Synchronization feature box :
•
You will most likely select the USN radio button. Select the DateTime radio button only
when you want synchronization between the messaging and directory servers to occur
on a time basis.
•
Select the Update telephone number checkbox if you want the telephone number to
synchronized with the user’s mailbox number.
23. Click Apply, then OK to return to the main LDAP Import Tool screen.
24. When all settings have been defined, click the Connect LDAP Server toolbar button.
The following dialog box appears:
25. Click Yes.
The system attempts to connect to the Active Directory and will import all users that
were defined in the IMAP server. It displays the hierarchy of the information and the
specified attributes can be viewed by doubleclicking on each (The Attributes dialog box
appears, displaying the attributes associated with the selected user).
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Adding and importing mailboxes
To add and import mailboxes:
1. After connecting and receiving the data from the directory server, you can import a
selection of users or assign mailbox attributes.
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NOTE: Import time of 500+ users is approximately 15 minutes. This ensures that
all mailbox information is correctly imported.
2. To import defined users, highlight the user(s) you want to import and click the Assign
Mailbox number and extension from db toolbar button.
3. Click Import to import all selected users.
OR
To assign mailbox attributes to users before importing, highlight a user and hit the
Assign Mailbox Number and extension from db toolbar button. The Assign Mailbox
dialog box appears:
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4. In the Mailbox number FROM field, enter a mailbox number for the selected user.
5. In the Mailbox number FROM Increment by spinbox, select the number to increment
the mailbox by.
6. In the Extension FROM field, enter the extension number.
7. In the Extension FROM Increment by spinbox, select the number to increment the
extension by,
8. From the Company dropdown list, select the company that the user is to be associated
with.
9. From the Feature Group dropdown list, select the feature group that the user is to be
associated with.
10. From the Department dropdown list, select the department that the user is to be
associated with.
11. From the Desktop Capabilities dropdown list, select which capability to assign to the
user.
12. Click Assign and close the Assign Mailbox dialog box.
13. Repeat Steps 5~12 to assign mailboxes for all users.
14. Click Import to import and save user settings.
NOTE: If any errors occur, the Report window displays all errors.
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Checking Imported and Saved Mailboxes
To check imported and saved mailboxes:
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1. To check the imported and saved mailboxes, go to the LDAP Importer toolbar and click
the Mailboxes button. The Mailboxes dialog appears, displaying all the assigned
mailboxes and attributes:
Clearing a mailbox
To clear a mailbox, highlight a user in the LDAP Importer and click Clear.
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Updating the Directory
Whenever attributes are defined or configured in the LDAP Import Utility, you need to
update the objects (users) on the directory server.
To update the directory:
1. In the LDAP Import Utility toolbar, click the Update Directory toolbar button. The
system updates the directory server.
Synchronizing the database with the Directory
You must synchronize the Database with the Directory.
To synchronize the database with the Directory:
1. In the LDAP Import Utility toolbar, click the USN and Timestamp toolbar button. The
Global USN & Time dialog box appears:
If you selected USN on the TOL + Synchronization tab, the The Highest USN field is
enabled. If you selected DateTime, the Date and Time spinboxes are enabled.
2. In the The Highest USN field, enter the highest unique sequence number.
3. Click Request to retrieve the USN.
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4. Click Save.
OR
5. In the Date spinbox, indicate the date of the object is to begin synchronization from.
6. In the Time spinbox, indicate the time of the object is to begin synchronization from.
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7. Click Save.
8. In the LDAP Import Utility Toolbar, click on the Link User with database toolbar button.
The system synchronizes the information from the Database with the Directory.
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Web Report
Telephony Office-LinX allows you to generate a variety of reports on key areas of the system,
such as calls per hour by PBX and company, port usage and mailbox usage. These reports
help you adjust server load and performance to ensure maximum productivity.
In order to enable Web Report, you must first enable it in the Administration console by
clicking Configuration > Logs and setting the Log System Statistics value data to ’True’.
Starting Web Report
Before you can generate a report, you must first log in.
To log in:
1. Open your browser (Explorer 6.0+ or Netscape Navigator 6.2+).
2. In the Address field, enter the IP address of the UC server and hit Enter.
NOTE: If you do not know the proper IP address (format: IP Address\UC), contact
your network administrator.
The following splash screen appears:
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3. Click Web Report. The following screen appears:
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4. In the User Name field, enter your administrator user name.
5. In the Password field, enter your administrator password.
6. Click the Login button. The following screen appears:
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Creating a Reports Template
HINT: Due to the great number of report parameters in User Report, it is
recommended that you create one or more report templates, each zeroing in on a
specific area.
When you highlight User Activity in the lefthand pane, the following screen appears:
All report screens contain a number of useful, predefined templates. But by making changes
to these templates and clicking Save, you can establish a more specific template.
To create a reports template:
1. Highlight User Activity (lefthand pane). The User Report screen appears.
2. Specify your mailbox search parameters in the mailbox tabs.
3. Specify your date range for search in the From and To fields.
4. Add only those parameters you want included in the report.
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5. Click Save. The New Template dialog box appears:
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6. In the New Template Name field, enter a name for the new template.
7. Click Continue. The new template displays in the lefthand pane, under "Saved
Templates".
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User Reports
Generating a User Report
The User Report provides details on a great number of user-specific actions and activities.
To generate a User Report:
1. Under Predefined Templates, click General Information Reports. The following screen
appears:
2. On the Mailbox List tab, specify the following:
•
Select the All radio button if you want the report to be generated for all companies in
the system.
OR
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Choose the Select radio button to specify one company.
NOTE: Selecting this radio button enables the Organizational Unit radio button.
Choosing the OU Select radio button enables the Mailbox radio buttons.
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Choose the Select radio buttons under both OU, then Mailbox. Next select the OU(s)
and mailbox(es) for which you want to see report information.
3. Click the Mailbox Range tab and specify a range of mailboxes for which you want to
see report information:
From the Company dropdown list, select a company. Next, specify a mailbox range in
the From and To fields.
4. Beneath these Mailbox List and Mailbox Range tabs are the From and To fields,
wherein you can state the dates during which you want reports generated (Refer to
screen immediately below).
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Dates may be entered manually, via a calendar generated by the associated ellipsis buttons,
or by clicking on the This week / This month buttons.
NOTE: The This week / This month buttons will start on the1st of the month
and end on the current day, not the final day of the month.
From the Actions on addresses dropdown list select which actions you want reported.
Click the Add button to include that action in the report. Repeat this sequence until you
selected all the actions your report requires.
5. Click the View Report toolbar button. The report is generated and shown as per the
parameters specified above.
6. Click the Save toolbar button to save the report.
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Generating a Remote Sites Report
The Remote Sites Report provides details on (AMIS/VPIM) remote sites user activity.
To generate a Remote Sites Report:
1. Click Remote Sites in the lefthand pane. The following screen appears:
•
the system.
OR
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Select the Select radio button to specify one company.
Choose the Select radio buttons under both OU, then Mailbox Next select the OU(s)
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Generating a Call Activity Report
The Call Activity Report provides details on user wakeup call activity.
To generate a Call Activity Report:
1. Click Call Activity. The following appears:
•
the system.
OR
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Generating a Notification Report
The Notification Report provides details on user notifications activity.
To generate a Notification Report:
1. Click Notification. The following appears:
•
the system.
OR
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•
Click the Save toolbar button to save the report.
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Generating a System Report
The System Report provides details on a great number of system-specific actions and
activities.
HINT: The System Report is in fact an abbreviated User Report (p468) and so will
appear familiar.
To generate a System Report:
1. Click User Reports. The following appears:
2. From the Company radio buttons, select the company for which you want to see report
information.
Dates may be entered manually, via a calendar generated by the associated ellipsis
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buttons, or by clicking on the This week / This month buttons.
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4. Click View Report. The report is generated and shown as per the parameters you have
specified.
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System Activity
System Activity provides details on a great number of system-specific actions and activities.
Generating a Call Per Hour Report
The Call Per Hour Report details the number of calls per hour that have been made on a
particular PBX and company.
To generate a Call Per Hour Report:
1. Click on System Activity in the lefthand pane and select CallPerHour from the
dropdown list. The CallPerHour screen appears:
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2. From the Company dropdown list, select the company for which you want to see report
information.
wherein you can state the dates for which you want reports generated (Refer to screen
immediately below).
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4. Click View Report. A report such as the example below is displayed:
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Creating a Port Usage By Hour Report
The Port Usage by Hour report details port usage by hour for all ports.
To generate a Port Usage By Hour Report:
1. Click System Activity in the lefthand pane and select Port Usage By Hour from the
dropdown list. The Port Usage By Hour screen appears:
information.
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3. Using the From and To fields, state the dates for which you want reports generated
(Refer to screen immediately below).
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Creating a Port Usage By Port Report
The Port Usage by Port report details port usage by individual port.
To generate a Port Usage By Port Report:
1. Click System Activity in the lefthand pane and select Port Usage By Port from the
dropdown list. The Port Usage By Port screen appears:
information.
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4. Click View Report. Web Report displays the Port Usage By Port Report.
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Creating a Port Usage By Company Report
The Port Usage By Company report details port usage by company.
To generate a Port Usage By Company Report:
1. Click on System Activity in the lefthand pane and select Port Usage By Company
from the dropdown list. The Port Usage By Company screen appears:
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Creating a Port Usage By Usage Report
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The Port Usage By Usage Report details port usage by usage. Each port is reported on in
one-hour increments.
To generate a Port Usage By Usage Report:
1. Click on System Activity in the lefthand pane and select Port Usage By Usage from
the dropdown list. The Port Usage By Usage screen appears:
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Generating a Caller ID Report
The Caller ID report provides detail on Caller ID.
To generate a Caller ID Report:
1. Click on System Activity in the lefthand pane and select Caller ID from the dropdown
list. The Caller ID screen appears:
information.
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4. From the Mailbox dropdown list, select a mailbox.
5. In the Prefix field, enter a telephone prefix number if you want to generate a report
based on a specific prefix. For example, if you enter the prefix 613, Web Report will
generate a report that displays numbers that begin with the prefix 613.
6. Click View Report. Web Report displays the Caller ID Report.
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WAP
Introduction to WAP
The Wireless Application Protocol (WAP) is the world standard for the presentation and
delivery of wireless information and telephony services on mobile phones and other wireless
devices. WAP introduces the concept of the Internet as a wireless service platform. By
addressing the constraints of a wireless environment, and adapting existing Internet
technology to meet these constraints, WAP has succeeded as a standard that scales across a
wide range of wireless devices and networks.
Telephony Office-LinX is WAP-capable, allowing users to access their messages via a WAPenabled mobile device. Using the WAP client, users can receive text, voice, and fax
messages, create new messages, and set their location.
WAP bridges the gap between the mobile world and the Internet as well as corporate
intranets and offers the ability to deliver an unlimited range of mobile value-added services
to subscribers—independent of their network, bearer, and terminal. Mobile subscribers can
access the same wealth of information from a pocket-sized device as they can from the
desktop.
WAP also defines a wireless application environment (WAE) aimed at enabling operators,
manufacturers, and content developers to develop advanced differentiating services and
applications, including a microbrowser, scripting facilities, email, World Wide Web (WWW)–
to-mobile-handset messaging, and mobile-to-telefax access. Based on the Internet model,
the wireless device contains a microbrowser, while content and applications are hosted on
Web servers.
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Benefits of WAP
Operators
For wireless network operators, WAP promises to decrease churn, cut costs, and increase the
subscriber base both by improving existing services, such as interfaces to voice-mail and
prepaid systems, and facilitating an unlimited range of new value-added services and
applications, such as account management and billing inquiries. New applications can be
introduced quickly and easily without the need for additional infrastructure or modifications
to the phone. This allows operators to differentiate themselves from their competitors with
new, customized information services. WAP is an interoperable framework, enabling the
provision of end-to-end turnkey solutions that will create a lasting competitive advantage,
build consumer loyalty, and increase revenues.
Content providers
Applications will be written in wireless markup language (WML), which is a subset of
extensible markup language (XML). Using the same model as the Internet, WAP will enable
content and application developers to grasp the tag-based WML that will pave the way for
services to be written and deployed within an operator's network quickly and easily. As WAP
is a global and interoperable open standard, content providers have immediate access to a
wealth of potential customers who will seek such applications to enhance the service
offerings given to their own existing and potential subscriber base.
End users
End users of WAP benefit from easy, secure access to relevant Internet information and
services such as unified messaging, banking, and entertainment through their mobile
devices. Intranet information such as corporate databases can also be accessed via WAP
technology. Because a wide range of handset manufacturers already supports the WAP
initiative, users have significant freedom of choice when selecting mobile terminals and the
applications they support. Users are able to receive and request information in a controlled,
fast, and low-cost environment, a fact that renders WAP services more attractive to
consumers who demand more value and functionality from their mobile terminals.
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Wireless Application Protocol (WAP)
The request from the mobile device is sent as a URL through the operator's network to the
WAP gateway, which is the interface between the operator's network and the Internet.
Architecture of the WAP Gateway
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WDP
The WAP datagram protocol (WDP) is the transport layer that sends and receives messages
via any available bearer network, including SMS, USSD, CSD, CDPD, IS–136 packet data, and
GPRS.
WTLS
Wireless transport layer security (WTLS), an optional security layer, has encryption facilities
that provide the secure transport service required by many applications, such as ecommerce.
WTP
The WAP transaction protocol (WTP) layer provides transaction support, adding reliability to
the datagram service provided by WDP.
WSP
The WAP session protocol (WSP) layer provides a lightweight session layer to allow efficient
exchange of data between applications.
HTTP Interface
The HTTP interface serves to retrieve WAP content from the Internet requested by the mobile
device.
WAP content (WML and WMLScript) is converted into a compact binary form for
transmission over the air.
The WAP microbrowser software within the mobile device interprets the byte code and
displays the interactive WAP content.
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Telephony Office-LinX requirements for WAP
Requirement
Component Specifications
Mobile Device
WAP-enabled
Fully Qualified Domain Name
FQDN dedicated to WAP access
UMSentinel
Must be registered for WAP
Desktop Capabilities
Each user using WAP must be licensed for Unified Messaging
EEnsure that each intended user of WAP services is registered as a Unified Messaging user,
by checking in the Mailbox > Advanced tab for each user.
Customizing the URL for WAP content
Competency with both IIS 5.0 and DNS is required to setup the WAP URL and content. By
default, WAP content is installed in a virtual directory under the UC virtual directory. As a
result, WAP content is accessed via the URL:
http://servername/UC/wapclient
You may want to alter this configuration and make WAP content available from a
customized URL. For example:
http://wap.companyname.com
To accomplish this, contact your Web Administrator on how to setup Host Headers, or refer
to Microsoft documentation for more information.
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Creating a Custom MMC Snap-In
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When you access Telephony Office-LinX for the first time, you do not have access to any of
the application screens. To manage Telephony Office-LinX and its associated components,
you must use the Microsoft Management Console to create special tools to delegate specific
administrative tasks to users or groups and specify the snap-in applications and services that
you want to maintain.
To create a Custom MMC Snap-In:
1. Select Start > Run. The Run dialog box appears.
2. Enter MMC and click OK. The Console1 screen appears:
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3. Click Console > Add/Remove Snap-in. The Add/Remove Snap-in dialog box appears:
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4. Click the Add button. The Add Standalone Snap-in dialog box appears.
5. Highlight the Telephony Office-LinX Admin and click Add. The Admin is pasted to the
Add/Remove Snap-in dialog box.
6. Highlight Services and click Add. The Services dialog box appears.
7. Select Local computer and click Finish. Close the Add Standalone Snap-in dialog box.
8. Click OK. The Login Information dialog box appears:
9. In the User Name field, enter your user name.
10. In the Password field, enter your password.
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11. From the UM Server Name (IP Address) dropdown llist, select the IP address.
NOTE: The user name and password will allow you to access Telephony OfficeLinX. The default password for the supervisor is 9999. While this level allows
routine maintenance to the system, it does not allow access to the parameters
screen.
12. Click OK. The Administration console.
13. Click Console > Save.
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A
Voice Menu: DTMF Key Parameters
APPENDIX A - VOICE MENU: DTMF KEY PARAMETERS
A
Actions
Below is a list of action commands you can define in a voice menu when customizing call
flows for callers.
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Ask Password
This action prompts the caller for a pre-defined static password before it allows the caller to
proceed to a defined sub menu. You define a static password and the sub menu to take the
caller once they are verified. The password can be solely numeric or alphanumeric.
NOTE: The caller is given three (3) opportunities to enter a correct access code before
the system terminates the connection.
Field
Function
Password
Pre-defined static password
Next Sub Menu
Indicates which sub menu to proceed to
A
Ask Pin Number
This action prompts the caller to enter their PIN number. That done, the system will verify the
number against the pin number table in the routing tables. If verified, you can route the
caller to a specific sub menu for custom processing.
When configuring this action you define the sub menu number the caller is to be taken and
the phrase you want played when prompting said caller to enter a number.
HINT: Enter a phrase number in the box labeled “Action Phrase.” Enter a menu
number in the box labeled “Invalid.”
Field
Function
Next Sub Menu
Indicate which sub menu the caller is to be directed.
Phrase
The phrase you want the system to play when prompting the caller to enter a
number
No. of Retries
Number of times a caller may attempt to enter a PIN before being disconnected
Ask Question
This action is used for a Q & A script. It enables you to ask the caller a question and record
their response. You can "daisy-chain" several Qs and As together, as well as define where
and to which mailboxes the answers should be recorded.
You define the sub menu to take the caller once they answer the question, the mailbox to
record that specific question, and the number of questions that will be asked in order to
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gather them as one answer.
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HINT: Enter a submenu number (or select from the dropdown list) in the field labeled
"Next Sub Menu." Enter a mailbox number (or select from the dropdown list) in the
field labeled "Mailbox." Enter a phrase number (or select from the dropdown list) in
the field labeled "Phrase."
Beep Caller Phone Number
This action behaves like Send Beeper Message, an action that is available in all mailboxes. A
caller selecting this option is prompted to enter his/her phone number using the telephone
keypad. The DTMF digits that are entered are then sent to the user's alphanumeric pager.
NOTE: The user must have an alphanumeric pager that is configured in the
Notification section of the user's mailbox.
A
Call Mailbox
This action allows you to transfer a caller to a specific mailbox.
Field
Function
Mailbox
Mailbox to which the caller is to be sent.
Language
The language you want the system to play when greeting the caller.
Disconnect
This action disconnects the caller from the TOLEE system.
Get Destination from DB
This action is associated to the desktop call control Active X. It asks the caller for their
number or pin code and sends the call information to the Active X that has pre-defined
actions and an integration setup.
Field
Function
Pin Number
PIN the caller must enter in order to continue.
Phrase
The phrase you want the system to play when prompting the caller to enter a
number.
No of Retries
Number of attempts a caller is permitted before being disconnected by the system.
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Get Transfer Mailbox
This action allows callers to transfer directly from within the voice menu to a desired
extension. When a caller selects this option from a voice menu, a second prompt, which
must be recorded beforehand, should tell callers to “Enter the extension number of the
person that you wish to speak with.” The system then transfers the caller to the desired
extension.
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Field
Function
Phrase
A custom phrase that plays for the request.
A
Get Transfer Phone Number
The Get Transfer Phone Number action prompts the caller for a phone number so it can
transfer the live call off site.
HINT: Enter a prefix (may be required to grab an outside line) in the field provided.
Field
Function
Prefix
A prefix that enables the call.
Page Current Mailbox
This action allows the caller to page a specific mailbox user.
Field
Function
Mailbox
Mailbox number to be paged.
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A
Record Conversation
This action allows a caller to send a recorded conversation to a specific mailbox.
522
Send Predefined Fax
Using this action, you can allow a caller to send a predefined fax.
Field
Function
Next Sub Menu
The sub menu to which the caller is to be directed.
Document
Document (defined numerically) to be faxed.
Send Requested Fax
Using this action, you can allow a caller to send a requested fax.
Field
Function
Next Sub Menu
Document (defined numerically) to be faxed.
A
Send to Directory
This action sends the call to the company directory, where users can either speak or enter the
name of the user they are searching for.
523
A
Send to Express Voice Mail
This action defines a mailbox to which the caller may send express messages. The caller
hears the user’s name and a beep.
You can define a mailbox and a specific language to service the caller.
524
Field
Function
Mailbox
The mailbox to which are sent express messages
Language
Indicate the language to use to service the caller
Send to Phone Number
This action allows a caller to be sent to a specific phone number.
Field
Function
Country
The country to which the call is to be made.
Area/City Code
Relevant area/city code.
Number
Seven-digit phone number to be called.
PBX Node
System’s PBX node through which the call is to be directed.
A
Send to Voice Menu
This action sends the user to a completely different voice menu for further processing. By
default, it will take the caller to the first sub menu in the new voice menu.
Field
Function
Next Voice Menu
Indicates to which next voice menu the caller will proceed
Send to Login
This sends the caller into login mode and requests their user number and password so that
they can be logged into the system as a subscriber.
Field
Function
Mailbox
The mailbox to log this user into.
NOTE: If you specify a mailbox, it will only request their password.
Callers are allowed to access mailboxes to retrieve and send messages. The caller is asked to
enter the mailbox number to be transferred to and then asked to enter the mailbox
password to retrieve messages.
Send to Main Greeting
This action sends the call to the main company greeting.
525
A
Send to Operator
This action sends the call to the system defined operator or the personal operator defined in
the mailbox associated with this voice menu.
Send to Requested Mailbox
526
This action prompts the caller for a mailbox. Once entered, it takes the caller directly to the
active voice mail greeting for that mailbox.
NOTE: You can define a language to play back the greeting. The language choice must
be recorded by the user in order for it to operate properly.
A
Send to Requested Voice Mailbox
The caller is prompted for a mailbox. Once the caller inputs the mailbox number, the system
takes the caller directly to the active voice mail greeting for that mailbox.
Field
Function
Language
The language in which the greeting is played
NOTE: The language choice must be recorded by the user in order for it to operate
properly
Send to Sub Menu
A sub-menu can be defined within this voice menu to which the caller can be sent for
further processing.
Field
Function
Next Sub Menu
Indicates the next sub menu the caller will reach
527
A
Send to Voice Menu
This action allows the user to be sent to a completely different voice menu for further
processing. By default, it will take the caller to the first sub menu in the new voice menu.
Field
Function
Next Voice Menu
Indicate the next voice menu the caller will reach
Send to Voice Mail
The caller is sent directly to the defined mailbox’s active greeting (the transfer attempt is
skipped).
NOTE: Use this option to play the No Answer or Gone Home greeting of the mailbox
that the voice menu is configured on. This option plays the greeting and then a trailer
message (MESS080.VOX) that informs the caller to record his/her message after the
tone and to press # when finished for more options.
Field
Function
Mailbox
Indicates the mailbox that the caller is to be forwarded to for active greeting
Language
Language used to play back the greeting.
NOTE: The language choice must be recorded by the user in order for it to operate
properly.
528
A
Send to Voice Mail Record Tone
Use this option to go directly to the tone to begin recording a message in the mailbox. This
option does not play another greeting before the caller hears the tone to begin recording.
Play Date and Time
Use this option to play date, time, or both. The user can select from a number of languages.
529
A
530
B
Customize TUI: DTMF Key
Parameters
APPENDIX B - CUSTOMIZE TUI: DTMF KEY PARAMETERS
B
Actions
The following table contains the actions that can be mapped to each DTMF key in a
customized TUI:
532
Action
This action allows the user to...
Active Features
list all active features that are turned on for their mailbox
Add Distribution List
create a distribution list
Add Distribution List Member
add members to a distribution list
Add Notification Schedule
add a notification schedule over the phone
Add Recipient
add a recipient to a message yet to be sent
add another message to an already recorded message
Auto Forward Message
pre-set a forwarding recipient for all messages
Auto Play
play messages sequentially, without breaks
Browse Folder
select a folder to go to and listen to the stored messages
Call Back to Sender
call back the sender of the current message
Call Contact
call a specific contact
cancel message and exit system
Change Availability
change their availability
Change Future Delivery Date/Time
change the default future message delivery date/time
Change Location
change their current location
Choose TTS Language
verify/change the current text-to-speech language
Clear Mass Recall
reset the message recall notification
Clear Numeric Password
reset the numeric password to the system default (1111)
Clear Voice Password
reset the voice password to the system default
Define Default Fax Address
define a default fax address to send fax messages to
Delete Distribution List
delete a distribution list
Delete Distribution List Member
delete a member from a distribution list
B
Action
Delete Message
delete active message they are listening to
Delete Notification Schedule
delete a notification schedule
Delete Recipient
delete a message recipient
Deliver Now
deliver a message immediately
Disconnect
disconnect the session and hangs up
Forward Message
prompt the user for a mailbox to forward a message to as well as to turn
it on or off
Keep Future Delivery Date/Time
maintain the future message delivery date/time
Listen to Distribution List
play back the active distribution list you are editing
Listen to Notification Schedule
play back the active notification schedule you are editing or creating
Listen to Numeric Password
play back your numeric password
Listen to Recipients
listen to a list of all message recipients
Listen to Voice Password
play back the voice password
Make Caller ID Active Address
make the caller ID the caller’s active address
Mark Message Unread/Read
mark a message as read or unread
Modify Distribution List
make changes to a distribution list
Modify Notification Schedule
make changes to a notification schedule
Move Message to Another Folder
move a message to another folder
Print Fax
send a message to a fax machine
Recall Caller
retrieve a caller from voicemail
Record Busy Greeting
record a greeting that plays whenever they are busy
Record Customised Greeting
record an unique greeting
Record Internal Busy Greeting
record a busy greeting that plays to internal callers only
Record Internal Personal Greeting
record a personal greeting that plays to internal callers only
Record Internal Unavailable
Greeting
record a greeting that plays to internal callers only when the user is
unavailable
Record Location Greeting
record a specific location greeting
533
B
534
Action
Record Name Greeting
record the mailbox username that is used in directory and transfer
options
Record Personal Greeting
record the greeting that is used to greet the caller when the user does
not answer the call
Record Unavailable Greeting
record the greeting that is used whenever they are unavailable
Reply to All Recipients
reply to the message sender and all others included (CCs)
Reply to Sender Only
reply to the message sender
Rerecord List Name
rerecord a distribution list name
Rerecord Message
re-record a message
Return to Auto Attendant
return to the auto attendant
Review Availability and Location
verify/review their availability
Review Contacts
review their contacts
Review Distribution List Members
review all members that are on the distribution list
Review List Name
review the distribution list name
Review Message
review a read message
review the message that has been recorded
Rewind Message
rewind a message partially or to the beginning
Save Recorded Message in Draft
and Exit
save a recorded messages in draft and exit the system
Send A Message
send the message
send the message that has been recorded
Send Recorded Message In Future
send a recorded message at a later date
Send to Sub Menu
go to a defined sub-menu in the customized TUI
Send to Tutorial
go to the tutorial
Set Numeric Password
set their numeric password with a confirmation of the change or creation
Set Voice Password
create and set their voice password
B
Action
Set Wakeup Call
define a time and date as well as snooze intervals so the system will call
at a specific time
Skip to Next Message without
changing Read Status
go to the next message without changing the status of the already read
message
Skip to Previous Message
skip to the previous message
Skip to Previous Message without
changing Read Status
skip to the previous message without changing the Read status of the
current message
Skip/Save
skip from the current message to the next, saving the current message
Time And Date Stamp
play back the time and date information of the current mailbox
toggle the certified flag for a message
toggle a message as confidential
Toggle MassRecall
toggle a message and flag it for Mass Recall
Toggle Urgent Flag
toggle a message and flag it as urgent (for follow-up purposes)
Transfer to Mailbox
transfer to the mailbox
transfer to the operator
Turn Call Forwarding On/Off
turn the forwarding action on or off based on the active status
Turn Call Queuing On/Off
turn queuing action on or off based on the active status
Turn Call Screening On/Off
turn call screening action on or off based on the active status
Turn Notification Schedule On/Off
turn the notification schedules on or off based on the active status
Turn Pre Paging On/Off
turns the pre-paging action on or off based on the active status
Turn Post Paging On/Off
turns the post-paging action on or off based on the active status
535
B
536
C
Worksheets
APPENDIX C - WORKSHEETS
C
Worksheets
Before beginning the configuration of Telephony Office-LinX, ensure that the worksheets
provided are completed. These worksheets help to verify telephone system parameters,
prepare the User Directory, identify company business hours, write scripts for the company
greetings, and specify the features for most Users.
Transfer Parameters
Transfer options are located in properties for the PBX under the Transfer Tab.
Blind Transfer Protocol:
Default: &,
Supervised Transfer
Protocol:
Default: &,
No Answer Release
Default: &,
Busy Release
Default: &,
538
Sequence to place caller on Hold and perform a blind
transfer - This parameter instructs Telephony Office-LinX
on the sequence it should follow to place a caller on hold
before attempting a transfer to the operator. If this
parameter is left blank, the setting in parameter 162
(sequence to place caller on hold) will be used. The
following Special Characters may be used (& - Flash Hook
and , - Pause).
Enter the Value
Sequence to place caller on Hold and perform a supervised
transfer - This parameter instructs Telephony Office-LinX
on the sequence it should follow to place a caller on hold
before attempting a transfer. The following Special
Characters may be used (& - Flash Hook and , - Pause).
Enter the Value
Sequence to return to caller in the event of a no-answer. This parameter instructs Telephony Office-LinX on the
sequence it should follow to get a caller back when it
encounters a no-answer condition. The following Special
Enter the Value
Sequence to get caller back in the event of a busy - This
parameter instructs Telephony Office-LinX™ on the
sequence it should follow to get a caller back when it
encounters a busy condition. The following Special
Enter the Value
here:__________
here:__________
here:__________
here:__________
C
Handsfree Announce
Protocol
Enter the Value
Default: <blank>
Sequence to connect a call - If your telephone system
requires a connect code (a code that must be dialed when
connecting a transferred call), here is where you would
define it. The following Special Characters may be used (& Flash Hook and , - Pause).
Default Rings
Number of rings before system returns a no answer.
Enter the Value
Default: 3
here:__________
here:__________
Message Light Parameters
Message Light Parameters are located in the PBX properties under the Message Lights Tab.
Message Light ON Code This is the dialing string to activate the message waiting
lamp. Place an E where the Extension number would be in
the string.
Enter the Value
Message Light OFF
Code:
Enter the Value
This is the dialing string to deactivate the message lamp.
Place an E where the Extension number would be in the
string.
here:__________
here:__________
539
C
Paging Parameters
Paging Parameters are located in the properties for the Company under the Advanced Tab.
Paging Access Code
Paging Release Code
Paging Delay
This is the sequence to place a caller on hold and access the
intercom paging system, if applicable.
Enter the Value
This is the sequence to get the caller back after performing
intercom paging, if applicable.
Enter the Value
This is the time the system will wait after paging before the
call will be transferred.
Enter the Value
here:__________
here:__________
here:__________
Call Options Parameters
Call Option Parameters are located in the properties for the Company under the Call Options
Tab.
Minimum Message
Length
Identifies the minimum message length for messages, in
seconds.
Enter the Value
here:__________
Default: 0
Feature Group Parameters
Ask for Password:
When the user accesses their mailbox, a password is required
to access messages and features. This parameter activates
the password protection.
NOTE: This parameter is also used for SMDI.
540
Enter the Value
here:__________
C
Inband Signaling Parameters
Inband Parameters are located in the Properties for the PBX under the Inband Tab.
Integration=
Tells Telephony Office-LinX that the telephone switch being
integrated uses inband signaling.
Enter the Value
The time that Telephony Office-LinX waits to hear incoming
inband signals. If no signals are heard in this time, Telephony
Office-LinX™ forwards to the Main Greeting. Value is
specified in miliseconds.
Enter the Value
Enter the Value
Default: 20
Identifies the maximum number of digits that the phone
switch will send.
C.O. Digits Length
The number of digits sent to identify the incoming C.O. line.
Enter the Value
Normal
here:__________
Default: Normal
Inband Signaling Delay
Default: 2000
Inband Digits
Default: 3
Caller ID Length
No Answer
Record Conversation
here:__________
here:__________
The number of digits sent in Caller ID for inband calling.
Default: 10
Login
Here:__________
Enter the Value
here:__________
The code sent by the switch to automatically Login to a
mailbox to access messages and features. This is also known
as “Auto Station Login".
Enter the Value
The inband signal sent by the telephone switch to indicate a
no-answer condition on an internal call. This code will tell
Telephony Office-LinX to send the caller to the Mailbox
Greeting.
Enter the Value
A code sent by the telephone system to allow for the
recording of conversations in session.
Enter the Value
here:__________
here:__________
here:__________
541
C
Busy
C.O. Call
542
Invalid
Not Defined
Refresh Message Lights
The inband signal sent by the telephone switch to indicate a
busy condition on an internal call. This code will tell
Telephony Office-LinX to send the caller to the Mailbox
Greeting.
Enter the Value
Identifies What C.O. line that an inbound call has come in
on. This code is only used for switches that have C.O. line
identification.
Enter the Value
The code that forces Telephony Office-LinX to go on hook. If
your phone switch sends ‘garbage’ codes to Telephony
Office-LinX™ to check line status, you may enter these codes
here to indicate a hang-up condition.
Enter the Value
Parameters have not been defined. Value entered here will
establish the default value.
Enter the Value
Checks/updates message lights according to user settings.
Enter the Value
here:__________
here:__________
here:__________
here:__________
here:__________
C
User Directory
EXT
Feature
Last Name
Group
First Name
Department
MBX #
543
C
NOTE: If this information is compiled in a .csv file, it can be imported using
LDAP. Please refer to Chapter 14 of the Server Configuration Guide.
544
NOTE: Make photocopies of the preceding page if more users are required.
Business Hours
C
Company Greetings Script
DESCRIPTION
PROMPT #
WRITTEN SCRIPT
** (Be sure to get all scripts approved before
recording)
Morning Greeting
(Midnight to Noon).
Afternoon Greeting
(Noon to 6PM)
Evening Greeting
(6PM to Midnight)
Closed Greeting
(When Business Hours
= Closed)
NOTE: If the company is only open until 5:00 PM, the Closed greeting begins
to play at 5:00 PM. The Evening Greeting is never played.
545
C
Voice Menu Worksheets
Use the worksheets below to design your voice menus.
Menu #
Option
Password
Next
Menu
Mailbox
Question
1
2
3
4
5
6
7
8
9
0
#
*
D
Phrase/Question # ______:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________
NOTE: Make photocopies of this page if more users are required.
546
Prompt
C
547
C
548
D
IVR ActiveX
APPENDIX D- IVR ACTIVEX
D
Overview
The Telephony Office-LinX software provides a connection to an IVR ActiveX object for
extending the functionality of the voice server. Through this connection, calls can be directed
to specific mailboxes and the voice server can be instructed to act on them.
550
How it works
This ActiveX object runs as a state machine, pushed initially by Telephony Office-LinX from
Voice Menu. Once started, IVR ActiveX performs according to its own logic. When it needs
Telephony voice functionality, IVR communicates with Telephony Office-LinX through the
function GetDestination() by passing XML-like commands to Telephony Office-LinX (play a
voice file, retrieve DTMF digits, etc).
What you need to do
The developer of this ActiveX object needs only to fill in his logic in the internal private
function InterStateMachine() as a state machine.
You can also modify MakeCtrlKeyTag(), which produce control keys.
APPENDIX D - IVR ACTIVEX
D
Private functions
Whenever ActiveX needs a service from Telephony Office-LinX such as Play or Record, it will
send an XML-like command to Telephony Office-LinX.
The following private functions help make this XML string:
PlaySalutation()
This function plays specific company salutations and recieves DTMF digits:
#
Parameters
Parameter Description
Type
1
SalNum
Company Salutation Number needs to be played
String (input)
2
NextInternalState
The next state number to go after play finishes.
String (input)
3
Param
The specification of recieving digits.
tParamGetDigits (input)
4
BWithDigit
Whether to recieve digits or not after play. Required as
a rule.
Boolean (input)
PlaySysPrompt()
This function plays specific system prompts and recieves DTMF digits:
#
Parameters
Type
1
SysPromptNum
System prompt number needs to be played
String (input)
2
NextInternalState
The next state number to go after play finishes
String (input)
3
Param
The specification of getting digits
4
BWithDigit
a rule..
Boolean (input)
551
D
PlayMbxGreeting()
This function plays specific mailbox greetings and recieves DTMF digits:
552
#
Parameters
Type
1
MbxNo
Mailbox number whose greeting you want to play.
String (input)
2
GreetingNum
What kind of Mailbox greeting to play. The naming
convention is following the enumerator
eMbxGreetingType.
String (input)
3
LangNum
What language greeting to play.The naming
convention is following the enumerator eLanguages.
If 0, the system current active language is used.
String (input)
4
NextInternalState
The next state number after play finishes
String (input)
5
Param
The specification of retrieving digits
6
BWithDigit
a rule.
Boolean (input)
PlayFile()
This function plays specific voice files and recieves DTMF digits:
#
Parameters
Type
1
FileName
Full path name of voice file.
String (input)
2
VoxFormat
Format of the voice file
eVoiceFormatTypes
(input)
3
NextInternalState
String (input)
4
Param
The specification of recieving digits
5
BWithDigit
a rule.
Boolean (input)
D
PlayTTS()
This function plays specific text using TTS based on system voice format and recieves DTMF
digits.
TTS should by now have been installed and properly configured.
#
Parameters
Type
1
SpeechText
Text needs to be played with TTS
String (input)
2
LangNum
In which language it will be played. If 0, the system
current active language is used.
ELanguages (input)
3
NextInternalState
The next state number to go after play finishes
String (input)
4
Param
5
BWithDigit
Whether to retrieve digits or not after play. Required
as a rule.
Boolean (input)
PlayDateTime()
This function plays a specific date and time based on the system phrase voice format and
recieves DTMF digits.
#
Parameters
Type
1
StrDate
Year-Month eg.: 200309 = Sept., 2003
String (input)
2
strTime
Hour:Minute eg.: 13:50
String (input)
3
NextInternalState
The next state number after play finishes.
String (input)
4
Param
5
bWithDigit
Whether to retrieve digits or not after play. Required as
a rule.
Boolean (input)
553
D
PlayFileWithCtrlKeys()
This function plays a specific file using control keys (eg, fastforward, rewind, louder, softer)
turned on, and recieves DTMF digits..
The IVR can play Voice as well as email (plain text), but you should verify that the Telephony
Office-LinX version supports TTS control keys for email play.
Many control keys parameters need to be passed to Telephony Office-LinX as XML string. We
can use another private function, MakeCtrlKeyTag(), to build this XML string.
#
Parameters
Type
1
FileName
Full path name of file to be played
String (input)
2
VoxFormat
Voice format of the file
eVoiceFormatTypes
(input)
3
LangNum
In which language it will be played
eLanguages (input)
4
bEmail
Is this file email text or Voice?
Boolean (input)
5
StrTextPrefix
Prefix text to be played before playing email body.
Usually, it's Message Subject. Only when BEmail =
TRUE
String (input)
6
NextInternalState
String (input)
7
Param
8
BWithDigit
Whether to retrieve digits or not after play. Required
as a rule.
Boolean (input)
ASRPlay()
This function plays a voice file with speech recognition functionality. If the caller says
something and Telephony Office-LinX achieves a valid result, the property IsASRResult will
be set to TRUE and m_PersistData() holds the result string.
If the caller presses the DTMF key or says nothing, the property IsASRResult is set to FALSE
and m_PersistData() holds DTMF digits.
The developer of this ActiveX object should ensure that the grammar file is created properly.
554
D
#
Parameters
Type
1
FileName
Full path name of the voice file
String (input)
2
VoxFormat
Format of the voice file
eVoiceFormatTypes
(input)
3
LangNum
In which language it will be played
eLanguages (input)
4
Grammar
Gammar is the grammar name (not the grammar
filename).
Example: "1_names". The function will then
undertake recognition using a grammar file located in
the \installdir\packages that is named
"1_names.grammar"
String
5
ConfTmeqYes
When a caller is prompted with a yes/no question, and
the ASR engine is not sure of the answer or the caller
doesn't say anything, ASR will pickup whatever this
parameter defines. "1" means YES, "0" means NO.
String (value "1" or
"0")
6
BargeIn
This variable allows (or bars) the ASR subsystem to
barge in on the user input. If this parameter is true
and a full-duplex telephony susystem is installed, the
ASR subsystem allows barging in. Otherwise, the
prompt plays out completely, followed by a tone, and
only then will user input be collected by the ASR
engine.
"0")
7
BargeInConfirm
If BargeInConfirm is "0", the subsystem does not
barge-in during confirmations (ie, we wait for the
tone to allow callers to speak the answer). Otherwise,
callers can barge-in on the word(s) we are trying to
confirm, even if the voice server has not finished
saying them.
"0")
8
ASRConfirm
If ASRConfirm is "0", we do not confirm caller
response at all. Otherwise, we confirm only if accuracy
level is lower than the global value for confirming. The
default global value to confirm is 60%.
"0")
9
NextInternalState
String (input)
10
Param
555
D
GetDigits()
This function waits for the caller to press DTMF digits and insert it into the array
m_PersistData(). You can specify where to put it into the array by specifing the value
tParamGetDigits.PersistDataIndex.
#
Parameters
Type
1
NextInternalState
The next state number after GetDigits finishes
String (input)
2
Param
GetMbxFormat()
This function asks Telephony Office-LinX to get a mailbox greeting format and message
format and put it into variable m_nMbxGreetVFormat and m_nMbxMsgVFormat.
#
Parameters
Type
1
MbxNo
Mailbox No.
String (input)
2
NextInternalState
The next state number after function finishes
String (input)
GetMsgRecInfo()
This function asks Telephony Office-LinX to get all kinds of information before recording a
message to the mailbox. The information includes:
Message Format: m_nRecFormat
Max Length(Time) of Record: m_lRecMaxTime
Record File Name: m_RecFileName
556
#
Parameters
Type
1
MbxNo
Mailbox No.
String (input)
2
NextInternalState
The next state number after function finishes.
String (input)
D
RecordWithDigit()
This function will record a voice file according to the settings in the variables:
m_nRecFormat, m_lRecMaxTime, m_RecFileName.
If you want to record a message for a mailbox, you can call function GetMsgRecInfo() to
prepare these variables. If you want record your own message, fill in these variables before
calling RecordWithDigit():
#
Parameters
Type
1
NextInternalState
String (input)
2
Param
tParamGetDigits (Input)
RecordWithDigitHangup()
This function will record a voice file according to the settings in the variables:
m_nRecFormat, m_lRecMaxTime, m_RecFileName.
This function works identically to recordWithDigit(), save that regardless of how the
recording is completed - by the pressing of a key, or hanging up the phone - the voice server
passes control to the IVR by calling the GetDestination() function. It is then up to the IVR to
hang up the voice mail channel and finish the call.
#
Parameters
Type
1
NextInternalState
String (input)
2
Param
557
D
GetMsgAppendRecInfo()
This function asks Telephony Office-LinX to calculate how much more a caller can append to
previous recording based on m_lRecMaxTime and an existing recorded voice file.
Telephony Office-LinX will put the maximum appending time into the variable
m_lAppendRecTime .
558
#
Parameters
Type
1
NextInternalState
String (input)
AppendRecordWithDigit()
This function will append a recording to a previous recording file.
You must call GetMsgAppendRecInfo() in advance to determine how much you can
append. You must also have called RecordWithDigit().
#
Parameters
Type
1
NextInternalState
String (input)
2
Param
D
AppendRecordWithDigitHangup()
This function will append a recording to a previous recording file.
You must call GetMsgAppendRecInfo() in advance to determine how much you can
append. You must also have called RecordWithDigit().
This function works identically to AppendRecordWithDigit(), save that regardless of how the
recording is completed - by the pressing of a key, or hanging up the phone - the voice server
passes control to the IVR by calling the GetDestination() function. It is then up to the IVR to
hang up the voice mail channel and finish the call.
#
Parameters
Type
1
NextInternalState
String (input)
2
Param
559
D
SendRecMsgToMbx()
This function sends a recorded voice message to the mailbox's Inbox. You must already have
called the function RecordWithDigit() to record the voice message.
560
#
Parameters
Type
1
MbxNo
Mailbox No to receive the message
String (input)
2
CallerExtension
The internal phone extension from where this call
comes, so that the message FROM field will show this
extension Name.This takes priority over CallerIDName
& Number
String (input)
3
CallerIDName
The CallerId's Name you want to show on the
Message FROM field. The CallerExtension must be
empty.
String (input)
4
CallerIdNumber
The CallerId's Number you want to show on the
Message FROM field. The CallerExtension must be
empty.
String (input)
5
NextInternalState
The next state number after this function finishes
String (input)
LeaveMsgToMbx()
This function simulates a caller leaving a message to a Mailbox. After this function, ActiveX
will pass control to Telephony Office-LinX (ie, state machine stops running).
#
Parameters
Type
1
MbxNo
Mailbox No to receive the message
String (Input)
D
TransferToMailbox()
This function simulates a caller calling in Telephony Office-LinX and transfer to the Mailbox.
Upon this function, ActiveX will pass control to Telephony Office-LinX (ie, state machine
stops running).
#
Parameters
Type
1
MbxNo
Mailbox No who receive the call
String (Input)
SendFax()
This function sends the fax to a designated fax machine. If the fax machine phone number is
not provided, the system will prompt you to provide a fax number.
#
Parameters
Type
1
FaxFileName
Full path name of fax file to be sent
String (Input)
2
FaxCountryCode
Fax number's country code
String (Input)
3
FaxAreaCode
Fax number's area code
String (Input)
4
FaxPhoneNumber
Fax number's phone number
String (Input)
5
NextInternalState
String (Input)
SendToVoiceMenu()
This function passes control to Telephony Office-LinX by going to the submenu of the
specified Voice Menu. With this, ActiveX will pass control to Telephony Office-LinX (ie, state
machine stops running).
#
Parameters
Type
1
MenuNo
Menu No
String (Input)
2
SubMenu
Sub Menu Level
561
D
SendToSubMenu()
This function passes control to Telephony Office-LinX by going to the submenu of the
current active Voice Menu. With this, ActiveX passes control to Telephony Office-LinX (ie,
state machine stops running).
562
#
Parameters
1
SubMenu
Sub Menu Level
Type
HoldCall()
This function holds a call for a specific time period.
#
Parameters
Type
1
HoldTime
How long to hold (in milliseconds)
String (Input)
2
NextInternalState
The next state number to go after this function
finishes.
String (Input)
HangUp()
This function hangs up a call with or without playing the "Thank you for calling, goodbye"
hangup salutation.
#
Parameters
Type
1
bWithGreeting
Play the hangup greeting or not
Boolean (Input). Values
are True or False.
D
DoesMbxExist()
This function verifies the existence of a mailbox.
#
Parameters
Type
1
MbxNo
Mailbox number
String (Input)
2
NextInternalState
String (Input)
SetCallerId()
This function sets Caller ID information on the Telephony Office-LinX side so that on a
TransferToMailbox or LeaveMsgToMbx, the caller receives popup and caller ID
information.
#
Parameters
Type
1
CallerIDName
Specify the caller Id Name
String (Input)
2
CallerIDNumber
Specify the caller Id Number
String (Input)
3
NextInternalState
String (Input)
563
D
Public interface of the ActiveX Object exposed to TOL
GetDestination(Method)
Main entry point for Telephony Office-LinX. Telephony Office-LinX passes the state number
of the state machine to let ActiveX know which piece of logic should be running. The start
point is usually state 1. ActiveX reports the next state number to let Telephony Office-LinX
call this function to push the ActiveX state machine to roll.
GetPersistDataArray(Method)
ActiveX OBJDB.GetDestination maintains an array of String data for its own use. This data
can be exposed to Telephony Office-LinX.
PutPersistDataArray (Method)
Telephony Office-LinX can set persist data to transport data to an ActiveX object. For
example, when getting DTMF digits from a caller, Telephony Office-LinX can put the digit
string to this persist data to inform ActiveX.
TotalRetries (Property)
Total retry events for a certain action.
Retries (Property)
Current number of retry events. If the number of re-tries exceeds TotalRetries, the ActiveX
object may make its own action (such as Hangup) or go to the next state.
MbxGreetingVFormat(Property)
Telephony Office-LinX can put Mailbox personal greeting voice formats here.
564
D
MbxMsgVFormat(Property)
Telephony Office-LinX can put Mailbox message voice formats here.
RecFileName
This is the file name that will be recorded. This property may be set by TOL or by ActiveX
itself, depending on the logic.
RecMaxTime
This is the maximum time of the next recording. This property may be set by TOL or by
ActiveX itself, depending on the business logic.
RecFormat
This is the voice format of the next recording. This property may be set by TOL or by ActiveX
itself, depending on the business logic.
AppendRecTime
This is the appending time of the next recording. This property may be set by TOL or by
ActiveX itself, depending on the business logic.
IsMbxExists(Property)
This is to verify the existence of the mailbox.
IsASRResult(Property)
This is to verify the result of ASRPlay when DTMF has been pressed or a caller has made a
valid utterance.
565
D
MsgCountString (Property)
The message count information from last GetMessageCount() call.
ErrCode
566
TOL will return Err code to the object Get Destination’s request so that the Active X state
machine can act accordingly. The codes are:
IVE_OK = 0
IVR_MBXNOTEXIST = -1
IVR_WRONGVOICEMENU = -2
IVR_GENERALERROR = -100
D
Protected (Friend) Functions
All protected functions can be used in the object GetDestination, as well as with
clsIVRCallBack. Protected functions act similarly to private functions when used with
GetDestination. Be careful to always provide NextInternalState for GetDestination.
If protected functions are used in object clsIVRCallBack, a Non-Voice channel call will be
generated. Be careful to never provide NextInternalState for clsIVRCallBack.
MessageLight
•
Parameters:
#
Parameters
Type
1
.
CompanyId
ComanyId.
Not used if called from object
GetDestination.
Used in the object
clsIVRCallBack.
String (Input)
2
.
MbxNo
Mailbox Number on which the
MWI will be turned on or off.
String (Input)
3
.
OnOff
“ON” means turn on MWI;”OFF” String (Input),
means turn off MWI.
“ON” or “OFF"
567
D
568
•
4
.
ForceMWI
If 1, turn on or off MWI
regardless of the Unread or Read
message count or feature group
settings in the inbox
If 0, turn on or off MWI
following the feature group
settings and message count in the
inbox
String (Input)
“1” or “0"
5
.
NextInternalState
Used only if called from object
GetDestination.
Fill in empty string if called from
object clsIVRCallBack.
String (Input)
Logic:
This function turns on or off message light on specific mailbox.
•
Return Values:
XML command string for TOL.
SendFax
•
Parameters:
#
Parameters
Type
1
.
CompanyId
CompanyId.
Not used if called from object
GetDestination.
Used in the object
clsIVRCallBack.
String (Input)
2
.
FaxFileName
Full path fax file name to be sent
String (Input)
3
FaxCountryCode
Fax country code
String (Input)
D
•
4
.
FaxAreaCode
Fax area code
String (Input)
5
.
FaxPhoneNumber
Fax phone number
String (Input)
6
.
ExtToSend
Extension number that will be
String(Input)
printed on the fax, allowing it to
be directed to a particular person's
attention
7
.
DialAsIsNumber
If not empty, use this as
PhoneNumber, ignoring the
FaxCountryCode, FaxAreaCode,
FaxPhoneNumber;
If empty, use FaxCountryCode,
FaxAreaCode, FaxPhoneNumber
and allow voice server to apply
the dialling rules, such as outcall
access code, account code,
international code, etc.
String(Input)
8
.
NextInternalState
GetDestination.
object clsIVRCallBack.
String (Input)
Logic:
This function sends the specified fax to designated fax machine.
If called by object GetDestination and the fax machine phone number is not
provided, system will prompt you to provide fax number.
•
Return Values:
569
D
CTISetPinNumber
•
570
Parameters:
#
•
Parameters
Type
1
.
Extension
Phone Extension number that this
CTI function will act on.
String (Input)
2
.
PinNumber
The pin number caller has entered String (Input)
3
.
NextInternalState
GetDestination.
object clsIVRCallBack
String (Input)
Logic:
This function takes the pin number pressed by the caller as the CallerId instead of
real CallerId.
•
Return Values:
D
CTIIndividualParkCall
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
NextInternalState
GetDestination.
String (Input)
Logic:
Hold the call on the extension.
•
Return Values:
571
D
CTIPickupIndividualPark
•
Parameters:
#
572
•
Parameters
1
.
Extension
String (Input)
2
.
NextInternalState
GetDestination.
String (Input)
Logic:
Release the call previously held on the extension.
•
Type
Return Values:
D
CTISetLampOn
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
LampNo
Indicates which button to light on
the phone - applies only to some
CTI modes (Teltronics)
Set LampNo to 99 and it will use
Multiple Message lights for
Iwatsu
Long (Input)
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
Turn on the message light directly on the extension.
•
Return Values:
573
D
CTISetLampOff
•
Parameters:
#
574
•
Parameters
1
.
Extension
String (Input)
2
.
LampNo
Indicates which button to light on
the phone - applies only to some
CTI modes (Teltronics)
Set LampNo to 99 and it will use
Multiple Message lights for
Iwatsu
Long (Input)
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
Turn off the message light directly on the extension.
•
Type
Return Values:
D
CTIPlaceCall
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
Digits
The phone number the extension
is going to dial
String (Input)
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
Make a call from an Extension to a phone number.
•
Return Values:
575
D
CTIAnswerCall
•
Parameters:
#
576
•
Parameters
1
.
Extension
String (Input)
2
.
CallId
Unique Id identifying a call.
Always put "0" here to let TOL to
decide
String (Input)
“0”
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
Answers a call on the Extension.
•
Type
Return Values:
D
CTISetDND
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
Status
0 means turn off DND;
1 means turn on DND
String (Input)
“0” or “1”
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
Turn on or off the Do-Not-Disturb status on the extension.
•
Return Values:
577
D
CTIDisplay
•
Parameters:
#
578
•
Parameters
1
.
Extension
String (Input)
2
.
Display
The string is shown on the phone
display.
String (Input)
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
Show the string on the extension screen.
•
Type
Return Values:
D
CTIClearConnection
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
NextInternalState
GetDestination.
String (Input)
Logic:
Hang up the call on the extension.
Return Values:
579
D
CTISetForwarding
•
Parameters:
#
•
Parameters
1
.
Extension
String (Input)
2
.
FwdExtension
The extension the call will be
forwarded to.
String (Input)
3
.
FwdType
Forward on which condition:
Internal NA 1
External NA 2
Internal Busy 3
External Busy 4
Always
5
BusyNoAnswer 6
String (Input)
4
.
NextInternalState
GetDestination.
String (Input)
Logic:
Set forward to specific extension on certain conditions:
-- To set all internal and external conditions, use the FwdType BusyNoAnswer and all
internal and external busy and no answer will be set to the same destination.
-- To Cancel Call Forwarding, pass the same FwdType , but set the destination to
nothing.
•
Return Values:
580
Type
D
CTIVMTransferCall
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
TargetExtension
The destination extension the call
will be transferred to.
String (Input)
3
.
Mode
1 means supervised transfer
0 means blind transfer.
String (Input)
4
.
Timeout
Length of time (in milliseconds)
before call times out.
String (Input)
Default is “10000”
- 10 seconds.
5
.
NextInternalState
GetDestination.
String (Input)
Logic:
Transfer a call on the extension to another target extension. Right now only support
blind transfer(Mode 0).
•
Return Values:
581
D
CTIAddNewExtension
•
Parameters:
#
•
Parameters
1
.
Extension
String (Input)
2
.
PhoneType
VOICEMAIL = 1
IPVOICEMAIL = 2
TRUNK = 3
IPPHONE = 4
ANALOG = 5
SOFTPHONE = 6
HUNTGROUP = 7
PAGINGNO = 8
HCI = 9
String (Input)
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
This is just for MITAI, add the extension to the monitor list.
•
Return Values:
582
Type
D
CTIRemoveExtension
•
Parameters:
#
•
Parameters
Type
1
.
Extension
String (Input)
2
.
PhoneType
VOICEMAIL = 1
IPVOICEMAIL = 2
TRUNK = 3
IPPHONE = 4
ANALOG = 5
SOFTPHONE = 6
HUNTGROUP = 7
PAGINGNO = 8
HCI = 9
String (Input)
3
.
NextInternalState
GetDestination.
String (Input)
Logic:
This is just for MITAI, remove the extension from the monitor list.
•
Return Values:
583
D
Example Applications (& Code Samples)
Don’t be overwhelmed by the apparent complexity of the sample project. Focus primarily
on the two functions GetDestination() and InterStateMachine() where:
•
GetDestination() is the public interface for TOL to communicate with IVR ActiveX. It is
used to send XML-like commands back and forth between IVR and TOL to drive the logic
flow. Therefore, it is the main entry point for TOL.
Public Function GetDestination(ByVal InCommand As String, ByRef OutCommand As String)
As Long
'Input --- InCommand, a XML like command string to tell this ActiveX what to do
'<NEXTINTERNALSTATE>1</NEXTINTERNALSTATE>
'Output --- 'OutCommand , a XML like command string to tell Voice Server what to
do next
'the XML command should be documented in detail separately
Dim nState As Integer
On Error GoTo errhandler
GetDestination = -100 '-100 --- General Error
nState = Val(ExtractXMLField(InCommand, "<NEXTINTERNALSTATE>"))
OutCommand = InterStateMachine(nState, InCommand)
GetDestination = 0
Exit Function
errhandler:
GetDestination = -100
AddToLog "GetDestination", CStr(Err.Number) + " " + Err.Description
End Function
584
D
You can see that the only thing this function does is to call the function InterStateMachine.
The parameter InCommand contains a state number, which is provided by TOL to tell IVR
ActiveX which piece of logic to visit. The detailed logic is inside the function
InterStateMachine().
The parameter OutCommand is an XML-like return string from the function
InterStateMachine(), which tells TOL what to do, such as Play Prompt, Get DTMF digits, etc.
•
InterStateMachine() is the single function that allows you to include your own logic. It is
a state machine where you can provide your own logic for different state numbers.
Private Function InterStateMachine(ByVal nState As Integer, ByVal strAdditionalCmd As String)
As String
''This function is internal State Machine running the logic
''InterStateMachine --- Command string to ask Voice Server for help such as Play,
WaitDTMF...etc.
On Error GoTo errhandler
Select Case nState
Case 1
‘logic piece 1
Case 2‘maybe get DTMF digits .
‘logic piece 2
.
.
Case else
End Select
End Function
585
D
The following are code samples of the function InterStateMachine(), to help you acquire
hands-on experience in writing your own logic:
Input Validation
586
This sample demonstrates getting access code from the user and validating it.
1. The logic flow for this sample:
•
User calls in, system prompts "Please enter your 4-digit validation number"
•
User presses the 4 digits, and if correct the system plays "Your validation number is correct" and hangsup
•
If the User input is incorrect, the system will ask the User to retry up to a maximum of 3
times and then hangup.
NOTE: In order for this state machine to function, you must pre-record the
following company salutation prompts:
Sal5001 --- Please enter your 4-digit validation number.
Sal5002 --- Your validation number is correct.
D
Sample: Input Validation
Incoming call to
IVR
State
1
Play prompt
Sal5001.vox: “Please
enter your 4 digit
validation number.”
No
Caller presses
validation
number
State
2
Yes
Correct
Play prompt Sal5002:
“Your validation
number is correct”
State
3
Maximum
retries
reached?
Wrong
State
2
Play system prompt “Thank you
for calling” and then hang up.
The End
587
D
588
D
589
D
590
D
591
D
Pharmacy Dictation
This sample demonstrates a typical Pharmacy dictation application. System allow caller to
Record, Pause and Send a message. Caller can also play back the message, Fast forward,
Rewind, Pause during playing.
592
Logic flow for this sample:
User calls in, system prompts "Please enter your 4-digit access code";
User press 4 digits, if it's "1234", system thinks it's correct and play "Please record your
message at the tone, press 1 to pause, any other digits to finish recording";
If it's not "1234", system will ask user to retry up to maximum 3 times and then hang up.
When system asks to record, and user starts speaking something. Caller can press 1 to
PAUSE and any other keys to continue after PAUSE;
After recording, system asks: "To play back the message, press 1, or any other key to send
the message”;
Caller presses 1, system plays "System is going to play back the message, you can press 9 to
fast forward, 7 to rewind, 8 to pause 4 seconds."
System plays the recorded message, user can Fast forward, Rewind, Pause the play.
After playing, system will start play back or send message depending on user's choice.
In order for this state machine to function, you need to pre-record following company
salutation prompt:
Sal6001 --- Please enter your 4 digit access code.
Sal6002 --- Please record your message at the tone, press 1 to pause, any other digits to
finish recording.
Sal6003 --- To play back the message, press 1, or any other key to send the message
Sal6004 --- System is going to play back the message, you can press 9 to fast forward, 7 to
rewind, 8 to pause 4 seconds.
Sal6005 --- Your message has been sent.
Sal6006 --- You just PAUSED Recording, you can press any digit to continue recording.
D
593
D
594
D
595
D
596
D
597
D
598
D
599
D
600
E
User Dictionary
APPENDIX E - USER DICTIONARY
E
User Dictionary
When the TTS engine does not pronounce a word correctly, you can define the
pronunciation of the word yourself in the custom user dictionary. This is located in the folder
where the UC was installed. We look at the following registry setting for the path:
HKEY_LOCAL_MACHINE\SOFTWARE\Generic\UMS\InstallPath
Every time the engine encounters the word, it will pronounce it as it was defined in the user
dictionary.
If you encounter an acronym in a document like ’DLL’ and you actually want the system to
say ’Dynamic link Library’, you would define ’DLL’ accordingly in the user dictionary:
User Dictionary
[Header]
Dictionary Name =
Language =
Algorithm =
Data Type = ANSI
Date=
Description = User Dictionary
[Data]
DLL
Dynamic Link Librarl
P.
Pee
Davide David
Petramala Petrammaala
Adding a dictionary entry
To add an entry to the user dictionary, open the dictionary .txt file. At the bottom of the
[Data] section, type the keyword you want TTS to pronounce differently, followed by a
602
E
space or tab.
NOTE: The system recognizes the first space as the dividing line between the word you
want to be pronounced differently and the "new" word. For example, if you were to
enter ’P.<SPACE>Pee’ in the user dictionary, the system takes it to mean that you want
any instance of ’P.’ to be pronounced as ’Pee’.
Limitation
Unfortunately, there are limitations to the user dictionary. For example, you can not have the
system pronounce a term like ’Dynamic Link Library’ as ’DLL’. This is due to the fact that the
system, as previously stated, recognizes only the first space as the dividing line between the
word you want to be pronounced differently and the "new" word. The system would read
your user dictionary entry in the following way:
Dynamic<SPACE>Link Library DLL
In cases such as this, what is to the left of the space (Dynamic) is read hereafter as ’Link
Library DLL’. Obviously, this is not what is desired.
603
E
604
F
CTI Configuration
APPENDIX F - CTI CONFIGURATION
F
CTI Configuration
Computer Telephone Integration (CTI) combines data with voice systems in order to enhance
telephone services. For example, automatic number identification (ANI) allows a caller's
records to be retrieved from the database while the call is forwarded to the appropriate
party. An outbound example would be automatic telephone dialing from an address list.
606
This appendix provides the typical CTI system configurations.
F
Iwatsu
You need to configure both Admin and the EEIWConfig.exe for Iwatsu CTI functionality.
NOTE: Refer to technical notes for PBX requirements, or contact Iwatsu America.
In Admin
ITEM
COMMENT
CTI Installed
Check this box
CTI Debug Mode
Not used for IWSERVICE, so leave unchecked
CTI Debug File
Check to activate CTI log file
CTI Object Debug
Not used, so leave unchecked
Pop Caller ID When Event
If you set this parameter to True, when extension ’A’ calls extension ’B’,
extension ’B’ will get a popup screen in UC Client Manager. If you set this
parameter to False, no popup will occur on a call event.
CTI Message Light
Not used for all
CTI Multiple Message Lights
Not used for all
CTI Automatic Extension Change
If you set this parameter to True, when a mailbox user changes their
default extension from internal to external, system will automatically
configure phone set to forward to external number. When user changes
it back to internal, system automatically cancels the phone set call
forwarding feature. If this parameter is False, nothing will happen when
the default extension is changed.
CTI Message Light Button
This field is used to indicate which button to light on the phone, used in
mode Teltronics, not for IWSERVICE. Exception: a value of 99 means use
Multiple Message lights for IWSERVICE.
CTI Message Light Ports
Enter any valid voice channel number
CTI Mode
Enter "IWSERVICE"
CTI Server Name
CTI Version
CTI VM Group
607
F
608
CTI First Trunk
Paging Zone from
Not used
Paging Zone to
Not used
Pad Extension with
Combine the number defined here with the extension reported from
lower level (EEVoice) as a real extension number
Integration
Normal
So, a typical CTI configuration for the Iwatsu PBX in Admin is as follows:
F
In EEIWConfig.exe
ITEM
COMMENT
Serial or TCP/IP
Select to connect to switch either via COM port or TCP/IP
Port No
If TCP/IP connection, enter TCP port number. Usually, number is 8974.
IP Address
If TCP/IP, enter the IP address of the switch
Logging Path
Enter location for CTI log file
Paging Zone
Define paging ports so that if a call comes to this zone, no popups occur in UC
Client Manager.
Config File Path
Define the location of the config file EEIWService.cfg.
SendDelayTime
Define how long to wait before software sends commands to the switch.
Thus, a typical CTI configuration for the Iwatsu PBX in EEIWConfig.exe would look as
follows:
609
F
3Com TAPI
610
ITEM
COMMENT
CTI Installed
not used
CTI Debug Mode
Activate CTI log file
CTI Debug File
Activate the Debug Window.
CTI Object Debug
not used
not used
CTI Message Light
not used
not used
not used
not used
not used
CTI Mode
not used
CTI Server Name
not used
CTI Version
not used
CTI VM Group
not used
CTI First Trunk
not used
Paging Zone from
not used
Paging Zone to
not used
Pad Extension with
Padding used as a prefix to an extension number. E.g., pad ’3’,
extension 258 = 3258.
Integration
TAPI
F
611
F
612
F
Telectronics
ITEM
COMMENT
CTI Installed
checked
CTI Debug Mode
not used
CTI Debug File
Activate the CTI log
CTI Object Debug
not used
CTI Message Light
not used
not used
Used to indicate which button to light on the phone. Integer format.
CTI Mode
"TELETRONICS", "TELTRONICS", "VISION"
CTI Server Name
not used
CTI Version
not used
CTI VM Group
not used
CTI First Trunk
not used
Paging Zone from
not used
Paging Zone to
not used
Pad Extension with
Integration
Normal
Create a new CTI serial integration device in Admin. This defines the COM port and
parameters used for the voice server to communicate with the PBX for CTI commands.
613
F
ITT 3100
ITEM
COMMENT
CTI Installed
checked
CTI Debug Mode
Activate debug window
CTI Debug File
Activate the CTI log
CTI Object Debug
not used
CTI Message Light
not used
not used
Used to indicate which button to light on the phone. Integer format.
CTI Mode
"3100", "ITT"
CTI Server Name
not used
CTI Version
not used
CTI VM Group
not used
CTI First Trunk
not used
Paging Zone from
not used
Paging Zone to
not used
Pad Extension with
Integration
CTI
Create a new CTI serial integration device in Admin. This defines the COM port and
parameters used for the voice server to communicate with the PBX for CTI commands.
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G
soft fax
APPENDIX G - SOFT FAX
G
Introduction
Soft fax, by employing a PC’s existing voice board to process fax messages, eliminates the
need and the cost of a dedicated fax board. Fax messages will continue to be stored in the
.tiff format, and so are accessible to all devices.
616
This appendix provides information on installing soft fax for version 7.0 of Telephony OfficeLinX and configuring the Telephony Office-LinX Administration Console.
Requirements
The following are the minimum requirements for soft fax:
Processor
P4 2.4GHz or higher
Software
Windows 2000 Server SP2 or higher
Specifications
Telephony Office-LinX conforms to the following ITU-T specifications:
•
V.17 -- 2-wire modem for fax applications with data rates of 14.4, 12.0, 9.6, 7.2 kbits/s
•
V.29 -- Fax modem with data rates of 9.6 and 7.2 kbits/s
•
V.27ter -- Fax modem with data rates of 4.8 and 2.4 kbits/s
•
V.21 channel 2 -- Used to transfer T.30 control frames
•
T.30 - procedures for document fax transmission in general switched telephone network
G
PC usage:
40 MHz of CPU is used for every fax channel for send/receive functions
•
100 KB of RAM is used to load the fax application on the startup of the 6510 UM
•
80 KB of RAM is used for every fax channel that is actively sending or receiving faxes.
•
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G
Configuration
618
The soft fax application is loaded as part of the middleware of Telephony Office-LinX. This
functionality is only activated when configured through the Telephony Office-LinX
Administration console, and is licensed on the sentinel. The system will then be enabled at
startup to discriminate between voice and fax calls on every channel of the system. The voice
channel will detect the fax frequency and notify the application, which will then receive the
fax. It is important to note that when a fax is being received, the voice channel can
no longer accept a voice call until the fax call is completed.
To enable Soft Fax:
1. Open the Telephony Office-LinX Administration Console.
2. Expand Configuration and highlight Fax Settings. Your fax parameters appear in the
righthand pane:
G
3. Doubleclick on Fax Board Type (righthand pane). The Edit String dialog box appears.
4. From the Value Data dropdown list, select Soft Fax:
5. Click OK. You are returned to your list of fax parameters:
6. Close the Telephony Office-LinX Administration Console.
7. Stop and restart the Telephony Office-LinX service.
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G
620
H
UC Utility Manager
APPENDIX H- UC UTILITY MANAGER
H
Introduction
This appendix provides information on the UC Utility Manager, an automatically installed
application residing in your system tray that allows you to monitor and maintain the
following items:
622
•
DCOM settings
•
registration
•
application services and DLL versions
The UC Utility Manager allows the System Administrator to check logs and to check the
status of services, as well as providing automatic DCOM configuration.
The UC Utility Manager icon
appears automatically in your system tray (bottomrighthand of your Windows desktop).
APPENDIX H - UC UTILITY MANAGER
H
UC Utility Manager
Opening the UC Utility Manager
To open the UC Utility Manager application:
1. Rightclick on the application icon in your system tray. The following menu pops up:
2. Click on UC Utility Manager. The UC Utility Manager > UC Services screen appears:
Closing the UC Utility Manager
To close the UC Utility Manager, select File > Close.
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H
Options
To access UC Utility Manager Options, rightclick on the application icon in your system tray
and select Options. The Options dialog box appears:
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UC Utility Manager allows you to toggle on and off the following options:
•
Run this application at startup - select this checkbox if you want the UC Utility
Manager to run every time you start your PC
•
Do not show registration reminders - select this checkbox if you never want to be
shown registration reminders
•
Do not show warranty reminders - select this checkbox if you never want to be
shown warranty reminders
H
UC Services view
UC Services is the default UC Utility Manager view:
Stopping/starting a service
Using UC Utility Manager, you can stop/start any of your services.
To stop a service:
1. Highlight one or more service.
2. Click on the Terminate Process button, then the Stop toolbar button. The services you
have selected are stopped. To stop all services, click on the Stop All toolbar button.
Starting all services
To start all services, simply click on the Start All toolbar button.
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H
Versions
Switch the UC Utility Manager to the Versions view by clicking the Versions button:
626
The Versions view shows the name of each file needed to run Telephony Office-LinX, as well
as the version, date and path of each file.
H
Configuring DCOM
To access your system’s DCOM information, click on Configure DCOM:
Specify the following, if not correct:
•
From the Select a Domain or Computer dropdown list, select the active domain or
name of the PC.
•
From the User dropdown list, select the user(s) who are to be given administrator rights.
•
In the Password field, enter the administrator/system password.
•
In the Confirm Password field, re-enter the administrator/system password.
NOTE: The user you select must have local administrator rights.
3. Click OK, then Close.
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H
UC logs and folder
To view logs, select View > UC Logs.
628
Doubleclick on a .log file to view the log:
H
To explore your C:\UC folder, select View > Explore UC Folder.
629
H
Registration
If at any time you wish to register your product, select File > Register. The following screen
appears:
1. Specify the following RESELLER information:
•
In the Company Name field, enter the name of the dealer’s company.
•
In the e-mail field, enter the dealer’s business email address.
•
In the Installer Name field, enter the name of the software installer.
2. Specify the following END USER information:
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H
•
In the Company Name field, enter the name of the end user’s company.
•
In the Phone number field, enter the phone number of the company administrator.
•
In the Contact Name field, enter the name of the company administrator.
•
In the e-mail field, enter the company administrator’s email address.
NOTE: Entering end user information is optional.
3. In the Type of phone system field, enter the type of phone system the end user
company is using.
NOTE: You must enter the type of phone system.
4. Click on one of the following buttons:
•
Close - to close the registration window without registering
•
Remind Me Later - to register at a later date
•
Register Now - to register the product immediately
NOTE: Select the Do not show this window again checkbox if you do not want
to be prompted to register at a later date.
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H
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I
Web Client Preparations
Configuring your browser on page 635
Java Plug-In on page 636
Permissions on page 639
Getting Started on page 640
APPENDIX I - WEB CLIENT PREPARATIONS
I
Overview
Web Client is a web-based interface that provides users with access to their UC account and
features over the Internet.
Telep hony Office-Lin X Server Configu ration Guide
The following four (4) steps must be performed prior to using Web Client:
634
1. Configure the UC Server to install Web Client services
2. Configure your browser to support the UC portal for Web Client
3. Install the Java Plug-In, which allows user to listen to voice messages over the web
4. Install Permissions for Java, which allows users to record voice messages and
greetings over the web
I
Preparations
Configuring your browser
In order for Web Client to work properly, you must be using a Windows or Linux OS along
with either:
•
Microsoft Internet Explorer version 6.0 or later
•
Netscape version 6.2 or later
•
Firefox version 1.5
Configuring Internet Explorer
To configure Internet Explorer:
1. Open Microsoft Internet Explorer.
2. Select Help > About Internet Explorer. The About Internet Explorer screen appears:
NOTE: If the version number shown is less than 6.0.x, you must go to the
Microsoft web site and update your browser.
3. Click OK.
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I
Configuring Netscape & Firefox
To configure Netscape (prior to version 8.1):
1. Open Netscape.
2. Select Edit > Preferences. The Preferences screen appears.
3. Under the Advanced category, click Cache. The Cache dialog box appears in the right
window.
4. Select Every time I view the page. Your Netscape browser is now configured to work
properly with Web Client.
NOTE: If your Netscape browser is version 8.1.x, the instructions above may be
disregarded as they are no longer required. By the same token, Firefox version
1.5.x requires no special configuration to function properly with Web Client.
NOTE: In the event that any difficulties arise in the use of Web Client with either
Netscape or Firefox, clearing the browser cache should eliminate the problem.
Java Plug-In
Downloading the Java plug-in
Users must install a special Java Plug-In in order to listen to voice messages using your PCs
sound card. The plug-in is downloaded from the Web Client login page.
To download the Java plug-in:
1. Close all running applications and open your browser.
2. Enter the IP address of the UC server in the Address field followed by /UC, then click
Go.
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I
3. On the splash selection page, click on Web Client. The Web Client login page appears.
NOTE: See your System Administrator for the exact IP address of your UC server.
4. Click on 1 | Java Plugin. The File Download dialog box appears.
5. Click Save. The Save As dialog box appears.
6. Select a download location and click Save.
Installing the Java plug-in
After downloading the Java Plug-In, you can install it onto your PC.
To install the Java plug-in:
1. If installing the Java plug-in immediately after downloading, click the Open button on
the Download complete dialog box. If installing sometime after the download, locate
the j2re_1_4_2-windows-i586.exe file on your hard drive and doubleclick. The
Software License Agreement appears:
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I
2. Select the I accept the terms in this license agreement, then click Next. The Setup
Type screen appears:
3. Select the Typical radio button, then click Next. The installation begins. When the
installation is complete, the following screen appears:
4. Click Finish.
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I
Permissions
Downloading Permissions
Permissions - along with the Java plug-in - allow you to record greetings and voice messages
using your PC’s sound card.
NOTE: If you are setting up Web Client at home or anywhere outside the office, the
server should point to http://IP Address/UC/WebClient.
To download Permissions:
1. Close all running applications and open your browser.
2. Enter the IP address of the UC server in the Address field, followed by /UC/WebClient,
then click Go.
3. On the splash page, click on Web Client. The Web Client login page appears.
NOTE: See your System Administrator for the exact IP address of your UC server.
4. Click on 2 | Grant Permission. The File Download dialog box appears.
5. Click Save. The Save As dialog box appears.
6. Select a location for the download and click Save.
Installing Permissions
Once you have downloaded the Permissions, you can install them onto your PC.
To install Permissions:
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I
1. Doubleclick on GrantPermission.exe (the installation file you downloaded). The
Installing dialog box appears as the permissions begin to install.
The Set Client-Side Permissions dialog box appears:
640
2. Enter the IP address of the UC server and click OK. A dialog box appears, confirming that
permission is granted.
3. Click OK. You can now use the Record and Listen function in Web Client.
Getting Started
If you have just installed Java Plug-In and Grant Permissions, you will have to close all open
browsers and start a new browser session for these changes to take effect. With all changes
now in effect, return to the Web Client login screen, enter your Mailbox number and
password to access your account.
I
Enabling SSL for Web Client
Before using Web Client, it is recommended that you enable SSL on the Web Client website
to ensure a secure connection.
NOTE: Digital certificates encrypt data using Secure Sockets Layer (SSL) technology,
the industry-standard method for protecting web communications. The SSL security
protocol provides data encryption, server authentication, message integrity, and
optional client authentication for a TCP/IP connection.
SSL is built into all major browsers and web servers. By simply installing a digital certificate,
you enable your browser’s SSL capabilities.
To enable SSL for Web Client:
1. From the Windows desktop, click Start > Settings > Control Panel.
2. Doubleclick on Administrative Tools, then Internet Services Manager. The Internet
Information Services screen appears.
3. Locate your Web Client web site in the left-hand pane. Now rightclick on the site entry:
The Default Web Site Properties screen appears.
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I
4. Click on the Directory Security tab:
642
5. Click on the Server Certificate button. The following Welcome screen appears:
I
6. Click Next. The Server Certificate screen appears:
7. Select the Create a new certificate radio button, then click Next. The following screen
appears:
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I
8. Select the Prepare the request now, but send it later radio button, then click Next.
The following screen appears:
644
9. In the Name field enter a name for the certificate, then click Next.
•
From the Organization dropdown list, type or select your organization name.
•
From the Organizational unit dropdown list, type or select your department name.
11. Click Next.
12. Enter your country, state/province and city locality, then click Next.
13. Enter the file name for the request to be saved in, then click Next. A summary of the
information you have entered is displayed.
I
14. Verify that the information displayed is correct, then click Next. At this point, a private
and public key for the certificate request is created. A certificate holds your name, your
public key and other secondary information, all of which are signed by a Certification
Authority (CA) using a private key and intergrity algorithm. The private key stays in your
PC and the public key is sent to a CA.
NOTE: For this example, the CA Verisign is used and only the trial version method
is illustrated. It is recommended that you apply for a commercial certificate once
you have decided on the CA that best suits your needs.
15. In your web browser, go to www.verisign.com
16. On the Verisign main page, click on the SSL Trial ID link. At this point, you will be
prompted to enter your information.
17. When prompted for CSR (Certificate Signing Request), open the request file that you
saved, then copy and paste the contents of the request file in the space provided by
Verisign. Verisign will email the test server-side certificate to the address you have
specified.
NOTE: Begin copying the request file from the line ’Begin New Certificate
Request’.
18. To ensure that the certificate you receive is Base64-encoded, create an empty file with
the .cer extension, then copy and paste the contents that appear between the lines
"Begin Certificate" and "End Certificate".
19. In IIS 5.0, click the Properties/Directory Security tab.
20. Click Edit Secure Communications, then click Server Certificate.
21. Select Process, then click Next.
22. Select the filename (.cer format) you created from the Verisign certification issued to
you, then click Next.
23. When you have verified that the certificate overview information is correct, click Next.
24. Click Finish. Your web server certificate is installed for Web Client.
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I
Ensuring SSL requirement for Web Client
Sometimes your URLs will be changed back to HTTP and you will be making regular, nonsecure HTTP connections. To ensure that your server requires an SSL connection for your web
service at all times, you will need to specify that SSL is required on the virtual directory your
service is located in.
646
To ensure SSL requirement:
1. In the IIS 5.0 Manager, rightclick the UC/Web Client virtual directory and click
Properties.
2. On the Directory Security tab, click Edit Secure Communications.
3. Select Require SSL.
J
Domain Name System (DNS)
In This Chapter...
Introduction on page 648
DNS Auto Discovery Configuration on page 649
Configuring a Service: _webclient on page 649
Configuring a Service: _umst on page 653
APPENDIX J - DNS
J
Introduction
This appendix provides information on configuring the DNS (Domain Name System) Auto
Discovery function as it pertains to Telephony Office LinX Enterprise Edition 7.0. This will
allow the system to automatically convert host names and domain names into IP addresses
on the Internet or on local networks that employ the TCP/IP protocol.
648
APPENDIX J - DNS
J
DNS Auto Discovery Configuration
NOTE: The following steps and screenshots were recorded on a Windows 2000 Server.
Configuring a Service: _webclient
1. Locate your DNS/MMC snap-in via the following path: Start > Settings > Control
Panel > Administrative Tools. Its precise location at this point, of course, will depend
on where the System Administrator placed it.
2. Click on the DNS icon. The DNS screen appears:
3.
Ensure that there is an entry for your Voice Server.
649
APPENDIX J - DNS
J
4. In the Tree pane (lefthand side of the screen), click on the _tcp folder. The following
screen appears:
650
APPENDIX J - DNS
J
5. Rightclick in the righthand pane and select Other New Records... from the popup
menu. The Resource Record Type screen appears:
651
APPENDIX J - DNS
J
6. Select Service Location and click the Create Record button. The New Resource Record
screen appears:
652
•
Enter _webclient in the Service: text field.
•
Select _tcp from the Protocol dropdown list.
•
The Priority:, Weight: and Port number: fields may be left as per their default values.
•
In the Host offering this service: text field, enter the Name value as found in Step 2.
In this case, voicemail.
•
Click OK.
APPENDIX J - DNS
J
Configuring a Service: _umst
1. Repeat Steps 1~5 as detailed on page 649 through page 651.
2. Select Service Location and click the Create Record button. The New Resource Record
screen appears:
•
Enter _umst in the Service: text field.
•
Select _tcp from the Protocol dropdown list.
•
The Priority:, Weight: and Port number: fields may be left as per their default values.
•
In the Host offering this service: text field, enter the Name value as found in Step 2.
In this case, voicemail.
•
Click OK.
The DNS Auto Discover option is now available for use with UC Client Manager.
653
APPENDIX J - DNS
J
654
K
Print Server & Fax Jobs
Print Server on page 656
Fax Jobs on page 658
APPENDIX K -PRINT SERVER & FAX JOBS
K
Print Server
Print Server enables the printing of emails in a User mailbox via the Telephone User Interface
(TUI) to a fax machine. In the process, the Print Server converts the email’s text file to a .tiff
file.
Adding a Print Server
1. Follow the path Admin > Company > Print Server. The following screen appears:
2. Rightclick on Print Server and select New > Print Server. The Print Server dialog box
appears:
3. In the Description field, enter a name for the Print Server. There are no preconditions for
this value, save that it be adequately descriptive.
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APPENDIX K - PRINT SERVER & FAX JOBSS
K
4. In the Workstation Name field, enter the name of the PC where the Printer Server itself
is installed.
5. Select the Available checkbox to enable/disable the Print Server. Your selection will be
displayed in the Admin > Print Server screen as True or False.
6. The Jobs in progress field displays an integer value describing the number of print jobs
currently underway.
7. Click OK. A new Print Server has been added.
657
K
Fax Jobs
The two screens belonging to Fax Jobs simply provide information to the System
Administrator regarding fax jobs which have been initiated. There is no means by which user
input may be made: the screens are strictly for observation.
658
1. Follow the path Admin > Company > Fax Jobs. The first of the two screens is visible:
2. The categories running along the top of the righthand pane are described as follows:
•
Number - the job number assigned to the fax
•
Sender - the individual who sent the fax
•
Sender Account - the PC name associated with the sender
•
Destination - the mailbox number to which the fax is directed
•
Status - the current status of the fax ( Initial / Pending / Sending / Sent / Cancelled /
Failed)
•
Sub Status - now an obsolete indicator. Will read Initial as a rule.
•
Created - date and time the fax was sent
•
Completed - shows if the fax was received. Values are True or False.
APPENDIX K - PRINT SERVER & FAX JOBSS
K
3. Highlighting a specific fax job in the lefthand column will call up the following screen in
the righthand pane:
4. The categories running along the top of the righthand pane are described as follows:
•
Number - the number assigned to each file
•
Name - the name of each file
•
Status - the current status of the fax ( Initial / Pending / Sending / Sent / Cancelled /
Failed)
•
Printed - signifies if the fax is already in the .tiff format and does not require conversion.
Values are True or False.
•
Merged - individual fax pages are combined or merged into one single file. Individual fax
pages are marked as False. The file into which these fax pages have been merged is
marked as True. The latter alone will be delivered.
•
Excluded - if a particular file cannot be converted into the .tiff format, it will be excluded
from the fax. Values are True or False.
659
K
660
L
Push Install
In This Chapter...
Setting Up a Push Install for UC Client Manager on page 663
Creating transformations for MSI installation on page 663
When transformations are necessary on page 663
Modifying the transformation – the Condition table on page 666
How to publish transformations for MSI installation on page 670
APPENDIX L - PUSH INSTALL
L
Overview
Apush install allows the System Administratorto disseminate software across a network in a
relatively straightforward manner, eliminating the need to physically visit each machine to
install the software in question.
662
The following documentation outlines the steps required to configure a push install of UC
Client Manager.
L
Setting Up a Push Install for UC Client Manager
Creating transformations for MSI installation
In order to create a transformation for the MSI (Microsoft Installer) package, it is necessary to
use a MSI editing tool that provides the required functionality. A strong example is ORCA,
available as part of Windows Installer SDK (http://msdn.microsoft.com/library/
default.asp?url=/library/en-us/msi/setup/orca_exe.asp). Download and run the Windows
Installer SDK; next, install the ORCA.MSI package. This will install the ORCA editor on your
PC.
When transformations are necessary
There are two significant types of transformations you might want to apply to a MSI
package:
1. Feature set to be installed
2. Default values of properties
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L
To create a transform:
1. Start the ORCA editor and open the MSI package inside:
664
2. In the ORCA menu, select Transform > New Transform. From New Transform, select
Transform Properties. The following screen appears:
L
3. In the Suppress Errors feature box, select the checkboxes as required to set
transformation error handling. As a rule, you will not want to suppress any errors.
4. In the Validation feature box, select the checkboxes as required to set verification
options. Note that it is worthwhile to leave the Product Version is Higher checkbox
unselected. This is to ensure that the transformation be unuseable with higher versions
of a product (important since higher versions might have a modified setup structure and
transformations generated for the current product version may be in conflict).
5. Modify other table values in the MSI package, as required.
6. After all desired changes have been made, select Transform > Generate Transform.
Enter the name of the MST file to be created.
7. Select Transform > Close Transform to save the transformation.
8. Close the current MSI file and repeat Steps 1~7 as necessary to create further
transformations.
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L
Modifying the transformation – the Condition table
Should it be necessary to enable / disable any features being installed, an additional row will
be required in the Condition table:
666
L
In the case of a UCM setup, all features are installed by default. Should you need to disable
any of them, doubleclick in the righthand pane and insert a new row with the altered
feature/s into the Condition table. For a list of available feature, please refer to the
Features table below:
For example, to disable the IPMODEM feature installation, you must add the following row
into the Condition table:
Feature = IPMODEM, Level = 0, Condition = 1
This determines that for feature IPMODEM, do not install it (level = 0) when True (condition
evaluates to True).
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L
668
If the feature in question is already present in the Condition table, you must modify its
current condition (in this case, setting its level = 0, and so installing IPMODEM when the
condition evaluates to True). ORCA will not allow the existence of two rows for one feature
in the Condition table.
L
Another type of modification is editing the default values found in the Property table:
In the case of a UCM setup, there are just a few properties for which it might be necessary
to change the default values: VOICESERVER, WEBSERVER, UMSTPORT, COMPANY.
Modify the values of these properties - if necessary - while creating the transformation.
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L
How to publish transformations for MSI installation
When a transformation has been saved, it is possible to publish it along with the MSI
package in active directory. In so doing, the default behaviour of the MSI installation will be
modified for a push install.
1. Open the Group policy snap-in and navigate to the Software installation node
2. Rightclick in the righthand pane and select New > Package.
3. Select the appropriate MSI package for which the transformation was created.
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4. Select Advanced published or assigned in the Deploy Software dialog box and click
OK.
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L
The package properties – UC Client Manager Properties screen - will appear:
5.
6. Select the Modifications tab and add all transformations to be applied using the Add
button. If necessary, you may revise the order in which the transformations are to be
applied.
7. Click OK after all transformations have been added. The transformation package is now
ready for push installation.
672
M
System Prompts
APPENDIX M - SYSTEM PROMPTS
M
File
674
mess003.vox
mess004.vox
mess005.vox
mess006.vox
mess007.vox
mess008.vox
mess009.vox
mess010.vox
mess011.vox
mess012.vox
mess013.vox
mess014.vox
mess015.vox
mess016.vox
mess017.vox
mess018.vox
mess019.vox
mess020.vox
mess021.vox
mess022.vox
mess023.vox
Text
I'm sorry….
…did not answer. Please leave a message.
…is on the phone. Please leave a message.
You have reached the voice mailbox of…
Please hold for assistance.
Paging your party.
Thank you for calling. Good-bye.
Thank you, Please Hold
Transferring you to...
Paging...
One moment, you have a call.
I'm sorry I did not understand that, please try again.
…is busy, you have reached the voice mail of…
…did not answer. You've reached voice mail of…
I'm sorry. Your party is not in office right now. Please leave
a message.
....is out of the office and will return at .....
Please enter your area code and telephone number
Call For
I am sorry that extension is busy, to try another extension
press 1, to be transfer to the receptionist press 0, or stay
on the line to leave a message.
Please enter the mailbox number of the person for whom
you wish to leave a message.
I'm sorry….
M
mess025.vox
…is not available to take your call. Please leave a message.
mess026.vox
mess027.vox
mess028.vox
mess029.vox
mess031.vox
At the tone, please leave a message.
Caller found, Please hang up for to receive the call
I'm sorry, no-one is currently leaving you a message
Your party is now available
I'm sorry that extension is busy. To try another extension
press 1, to try the extension again press 2, to be transferred
to the receptionist press 0. or stay on the line to leave a
message
mess032.vox
I'm sorry there is no answer at that extension to try another
extension press 1, to be transferred to the receptionist press
0, or stay on the line to leave a message.
mess033.vox
Enter the extension of the person you wish to redirect this call
to.
May I say who is calling?
You have a call from...
To accept press 1, send to another extension press 2, send
to your mailbox press pound
To accept press 1, send to another extension press 2, accept
and record conversation press 3, send to your mailbox press
pound.
There are...
There is...
...calls ahead of you.
...call ahead of you.
That extension is still busy. To try another extension press 1,
To remain on hold press 2, To leave a message press 5, or
press star to exit.
mess035.vox
mess038.vox
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mess041.vox
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mess044.vox
mess045.vox
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mess048.vox
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M
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That extension is busy. To try another extension press 1, To
remain on hold press 2, To leave a message press 5, or
press star to exit.
That extension is busy. Your call is being processed next, To
try another extension press 1, To remain on hold press 2, To
leave a message press 5, or press star to exit.
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That extension is still busy, your call is being processed next.
To try another extension press 1, To remain on hold press 2,
To leave a message press 5, or press star to exit.
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Press 1 after hearing the name of the person you wish to be
transferred to.
Enter the digits that correspond to the first few letters of the
person's first or last name. For the letter Q or Zed press 1.
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person's first or last name. For the letter Q or Zee press 1.
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I'm sorry I do not recognize that name. Please re-enter the
digits that correspond to the first few letters of the person's
first or last name. For the letter Q or Zed press 1.
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first or last name. For the letter Q or Zee press 1.
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Press…
for…
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Press 1 for…
Press 2 for…
Press 3 for…
Press 4 for…
Press 5 for…
Press 6 for…
Press 7 for…
Press 8 for…
Press 9 for…
Please enter the telephone number or numeric message to
be sent.
You entered …
Thank you. Your message will be sent
I'm sorry, that mailbox is full, please try again later.
I'm sorry this mailbox cannot receive messages.
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I'm sorry this mailbox cannot receive messages at this time.
The user of this mailbox is in a extended absence.
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Record your message at the tone. When finished, hang-up or
press pound for more options
To try another extension...Press 1, To leave a
message...Press 5, To be transferred to the
receptionist...Press 0.
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To send your message press 1, re-record press 2, review
press 3, to continue recording press 4, to cancel your
message press star.
To send with normal delivery press 1, to send with urgent
delivery press 2
There are 10 seconds of recording time left.
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If you would like to receive a response for this message
press 1.
I'm sorry, there is no answer at that extension. To leave a
message for…
I'm sorry, that extension is busy. To leave a message for...
Thank you. Your message has been sent.
person's first or last name. For the letter Q press 7 for Zed
press 9.
person's first or last name. For the letter Q press 7 for Zee
press 9.
first or last name . For the letter Q press 7 for Zed press 9
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first or last name. For the letter Q press 7 for Zee press 9
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To confirm deletion of this message press 9, or press pound
to return to the previous menu.
Mass Recall Deleted
I'm sorry, you do not currently have access to that feature.
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I'm sorry, that is not a valid entry.
You have…
...New messages
New message.
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This message is a fax.
End of new messages
I'm sorry, you cannot reply to a message sent by an outside
caller.
… received your message on…
You Cannot Forward a Confidential Message
Reply sent, what would you like to do with the original
message.
To send this message standard press 1, certified press 2.
message sent certified.
Message Saved.
Message Deleted
Message Moved
Enter the next recipient's mailbox number. If finished press
pound.
Enter the destination mailbox number
That is an invalid mailbox, please try again.
Begin speaking at the tone, press pound when finished
To send your message press 1,
re-record your message press 2,
review your message press 3,
continue recording press 4,
cancel your message press star.
Nothing Recorded
There is nothing currently recorded
We did not get your recording, either because your message
was too short or due to a bad connection.
To disconnect press 1, to record a message press 2
Notification entries.
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Notification entry
Blank.
There are no notifications defined
To add a new notification entry press 1,
modify an entry press 2,
delete an entry press 3,
listen to an entry press 4,
turn notification on or off press 5,
Or to return to the previous menu press pound.
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Please enter the telephone number for notification. When
finished press the pound sign
If this is correct press 1, otherwise press 2.
If this is a beeper press 1, phone press 2
Notification Added
Please record your notification prompt at the tone, press
pound to exit
Notification deleted
Please enter the 4 digit start time, hour then minute
Please enter the 4 digit start date, month then day.
Please enter the 4 digit stop time, hour then minute.
Please enter the 4 digit stop date, month then day.
Please enter the entry number to be changed.
That is an invalid outcall entry
Please enter the outcall entry to delete. To delete all entries
press star.
Notification is now active
Notification is now off.
Hello this is your voice messaging system there is a
message for…
Urgent message
New voice message
New data messages
New email messages
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Enter the destination number. To return to the previous
menu press pound.
I'm sorry that is an invalid mailbox number.
To add comments press 1, to forward without comments
press 2.
Message Forwarded. What would you like to do with the
original message?
To listen to an existing list press 1,
add a list press 2,
modify an existing list press 3,
delete an existing list press 4,
Or to return to the previous menu press pound
There are no distribution lists at this time
End of list
Enter the list number to modify
I'm sorry there is no such list.
To listen to list members press 1, add members to your list
press 2, delete members from your list press 4, change list
name press 5, or to return to the previous menu press
pound.
End of list.
Enter the mailbox number to be added
Enter the mailbox number to be deleted
Enter the List Number to add
Please record the list name at the tone, when finished press
pound.
This list number already exists. Press 1 to modify, or any
other key to continue.
To accept press 1, re-record press 2, or to return to the
previous menu press pound.
To add members to this list press 1, to continue press 2, or to
return to the previous menu press pound
Enter the list number to be deleted.
Enter the list number to send this message to.
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Your distribution list is being processed. Please hold until you
hear main menu prompt or hang up and call back later.
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Please enter the supervisor password
SUPERVISOR MAIN MENUTo configure mailboxes press 1,
configure feature groups press 2,
system prompts press 4,
company maintenance press 5,
return to the automated attendant press 0,
Or to disconnect press pound.
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I’m sorry there is no such voice prompt.
To change system time press 1,
change system date press 2,
change operation mode press 3,
To return to the previous menu press pound.
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The office is now open
The office is now closed
Enter the parameter number followed by the new value for
that parameter followed by the pound sign
Enter the two digit feature group number to change. To return
to the previous menu press pound.
To review Press 1, to modify press 2
You have entered an incorrect value, try again.
Please enter the message segment number to be recorded.
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For system prompts Press 1, for company Salutation press 2
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Enter the system prompt to work with.
Press 1 to Accept, 2 to review, 3 to record, or pound to exit.
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Message forwarding is now off.
Call queuing is now off.
Call queuing is now active
You are logged in
You are logged out.
To accept this greeting press 1, re-record press 2, delete
press 3, review press 4, to return to the previous menu press
pound.
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Message playback will be Last In First Out.
Message playback will First In First Out.
Your mailbox is no longer password protected.
Please enter you new password, up to 15 digits followed by
the pound sign.
To confirm re-enter your new password followed by the
pound sign.
I'm sorry your entries do not match, please try again.
Your new password will be active the next time you call
Auto time stamp is now active.
Auto time stamp is now off.
Do not disturb is now active.
Do not disturb is turned off.
Pre-Paging is now off.
Pre-Paging is now active
Post-Paging is now off.
Post-Paging is now active.
To repeat this prompt press zero, or to return to the previous
menu press pound.
Enter the 2 digit greeting to record, 1 to 99
Enter the 2 digit greeting to activate. To deactivate your
optional greeting press 0
Select the language number to record your greetings for
Default Greetings are now active
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Your Active greeting is number
<One minute of music used in the Holding Queue.>
Enter the two digit company number
I’m sorry that is not a valid company number.
To listen to existing holidays press 1,
add a holiday press 2,
delete a holiday press 3,
To return to the previous menu press the pound sign.
Enter the 4 digit holiday date, month then day.
Enter the 4 digit holiday salutation
Holiday added.
Enter the 4 digit holiday to delete, month then day
Holiday deleted
This is an automated call, to disconnect press 1.
… is at Lunch and will return at …
… is at Lunch
… cannot be interrupted, but will be available after …
… cannot be interrupted
… is in a meeting, and will be available after …
… is in a meeting
… is at home until …
… is at home
… is away on vacation until …
… is on vacation
… is out of town until …
… is out of town
… is away on business
… is away on business until …
There are new unreceived faxes.
There are no unreceived faxes.
To save this fax as a document press 1,
delete this fax press 2,
skip to the next fax press the star key,
Or to return to the previous menu press pound
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Enter the document number to save the fax as.
Document saved
Error saving document, you may have to re-fax this
document to save it properly
There are more unreceived faxes
No more unreceived faxes.
Deleting fax. To confirm the deletion of this fax press 9,
otherwise press pound to return to the previous menu
Fax deleted
Error deleting fax
At the sound of the fax tone, please press start on your fax
machine
There are currently no free fax ports, please try again later.
To change the mailbox language press 3
This is your Wakeup Call, To Cancel press 1, to reschedule
press 2, or press any other key to Snooze
For Same Time tomorrow press 1, to enter a new time press
2
Please enter you area code and fax number.
… press 0
… press 1
… press 2
… press 3
… press 4
… press 5
… press 6
… press 7
… press 8
… press 9
… press Star
… press Pound
… press Star
Please enter your customer ID
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Please re-enter your customer ID
Please enter your access code.
Please enter the document number to be faxed.
I’m sorry you have entered an invalid document number,
please try again.
Document has been sent
Please enter the area code and fax number of the receiving
fax machine.
Your fax will be sent to…
Please enter your extension number so that the fax can be
directed to your attention
... is an invalid fax number
To send your message to your default fax machine press 1.
To select a different fax number press 2, To print your fax to
a printer press 3.
To send your fax to your default fax machine press 1. To
select a different fax number press 2. To print your fax on a
printer press 3. To save this fax as a fax on demand
document press 4.
To send your fax to …
…Press 1. To select a different fax number press 2. To print
your fax on a printer press 3. To save this fax as a fax on
demand document press 4.
Please enter the country code of the receiving fax machine
followed by the pound sign
To send your fax to your default fax machine press 1. To
select a different fax number press 2. To print your fax to a
printer press 3. To save this fax as a fax on demand
document press 4.
Please enter your country code followed by the pound sign
Please enter the country code for your outcall destination
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Please enter the country code for your wakeup call followed
by the pound sign
That is an invalid number, Please try again
Please enter your area code followed by the pound sign
Please enter your telephone number followed by the pound
sign
Welcome to your new voice messaging system. Over the
next few minutes we will introduce you to some of the
features of the system and help you initialize your mailbox. If
you wish to exit the tutorial at any point press the pound sign
located on the bottom right hand corner of your telephone
keypad.
Your mailbox is where all your messages will be stored and
also where you can send messages to others in your
company. To keep your mailbox secure you should enter a
password.
Callers will hear one of the user's greetings when they are
leaving a message for you. There are three default greetings.
First there is the personal greeting. This greeting is heard
when you are not at your desk but present. Try to change this
prompt as often as possible and include your name and
current date in all messages. An example of this prompt
would be " Its January 15th and you have the reached the
desk of Mark Smith. I am sorry I can’t take your call right
now. Please leave me a message and I will get back to you
as soon as I can. Thank you". You will now be asked to
record your personal greeting.
The busy greeting will let the caller know that you are on the
phone. An example of this greeting would be " Hi. It is Mark
Smith. I am currently on the phone . Please leave me a
message and I will get back to you as soon as I can. Thank
you". You will now be asked to record your busy greeting.
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The gone home prompt is activated when you have gone
home for the day. This will automatically be played when you
logout of the system, so you only need to record it once. An
example of this prompt would be "Hi, this is Mark Smith, I
have gone home for the day. Please leave a message at the
tone and I will return your call tomorrow. You will now be
asked to record your gone home prompt
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The next greeting to record is your name greeting. It consists
of your first and last name. This greeting is entered in a
variety of places, and will identify your mailbox to callers
leaving you messages. An example of a name greeting is "
Mark Smith". You will now be asked to record your name
greeting.
Finally, in order to register you in the company directory you
will have to spell the first three letters of your last name.
Callers who do not know your extension can access your
mailbox by spelling your last name in the company directory.
For example if your last name is "Jackson" press 522.
Please enter up the three letters of your last name now.
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This completes your mailbox tutorial. If you require to make
additional changes to your greetings, you can follow the
instructions in your user's guide. If you have any questions
about using your new mailbox, you may ask your system
supervisor. Thank you.
Since you have decided to not to carry out your tutorial, you
will need to follow the instructions in your user's guide to
change your greetings and password. If you have any
questions about using your new mailbox, you may as your
system supervisor. Thank you.
Your password will expire in …
Your password will expire tomorrow
Your password is expiring today
Your password has expired.
To enter a new password press 1, to continue press 2.
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You will need to enter a new password to continue.
I'm sorry, that is not the correct password.
Welcome to your Voice Mail. Your mailbox is where your
messages will be stored. It is simple to use. If you have any
questions about using your mailbox, please contact the front
desk
Your current wakeup call is set for
To add a wake up call press 1, to return to the previous
menu press #
To cancel your wake up call press 1, to reschedule your
wake up call press2, to return to the previous menu press #.
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Please enter the 4-digit wake-up call time, hour then minutes.
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Please enter the 4-digit wake-up call date, month then day.
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Please enter the telephone number for your wake up call.
Wake-up call added
Press 1 for Yes, 2 for No.
Allow message lights.
Allow Beeper Message Delivery.
Allow Phone Message Delivery.
Allow long distance Message Delivery
Allow Call Screening.
Allow Call forwarding.
Allow Do not Disturb.
Allow busy hold.
Allow Call Queuing
Allow Pre-transfer Paging.
Allow Post-Transfer Paging.
Allow distribution lists.
Allow directory registration
Allow message confirmation.
Allow message recovery.
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Allow login / logout.
Allow access to supervisor functions
Enter maximum number of messages allowed
Enter maximum message length.
Enter maximum days to save messages
Enter maximum rings for call progress.
For no transfer supervision press 1,
For busy only supervision press 2,
For Busy no answer supervision press 3,
For multilingual supervision press 4.
Enter mailbox language number.
Send to Menu …
For Mailbox Options…
To Record Greetings…
For Notification Options …
For Call Transfer Options…
For Distribution List Maintenance …
To Change your password …
For Message Options
To return to the automated attendant ...
To disconnect …
To Add a List …
To Delete an existing List …
To modify a List …
To Review Lists …
To return to the main menu
To go to the next menu
To return to the previous menu
To Add a Notification Entry …
To Delete a Notification Entry …
To modify an existing Notification Entry…
To Review Notifications …
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To turn notifiction on or off.
To Set a Wakeup Call …
To Clear your Password …
To Listen to your existing password …
To Set a New Password …
To Clear your Voice Password …
To Listen to your existing Voice Password …
To Set a New Voice Password
To browse …
To Browse Folders ….
To AutoPlay Messages …
To Listen to …
Unread …
Read …
Voice …
Email …
Fax …
And …
In …
To…
Messages…
your Inbox…
your Deleted Folder …
your OutBox …
your Sent Items …
Folder ….
To Send a Message …
To Change Auto Forwarding …
To Reply to All …
To Delete …
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To Move To …
To Review …
To Reply …
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To Forward …
For Message Information …
For Time and Date …
To skip to the next message
To Record Out of Town Greeting
To Record Personal Greeting …
To Record Busy Greeting …
To Record At Home Greeting …
To Record Name Greeting …
To Record Do Not Disturb Greeting…
To Record Lunch Greeting …
To Record Vacation Greeting …
To Record In Meeting Greeting …
To Record Customized Greetings …
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To Set Active Greeting …
To Change your Status …
To Play Active Options …
To Clear Mass Recall …
To Recall a Caller …
To Turn Call Screening On or Off …
To Turn Call Forwarding On or Off …
To Turn Call Queuing On or Off …
To Turn Post Paging On or Off …
To Turn Pre Paging On or Off …
To print …
To deliver to a fax machine or a printer…
To review & print …
To Skip to the previous message
To Skip to the previous message without changing Read
status
To Mark the message Unread
To Mark the message Read
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To Skip to the next message without changing Read status
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Next Message
Previous Message
Message Saved in Draft
For Message Options
To Send your message
To save your message in Draft and Exit
To Re-Record your message
To append to your message
To cancel message and exit
To review your message
To Certify Message…
To Cancel Certified mark…
To Mark Message urgent
To Cancel Urgent Mark….
To change message normal
To Mark Message Confidential …
To Cancel Confidential Mark…
To Send your Message as urgent
To Send your message as certified
To Send your message as Confidential
To Send your message as Certified and Urgent
To Send your message as certified and Confidential
To Send your message as Urgent and Confidential
To Send your message as Urgent, Confidential and Certified
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To Send your Message as
urgent
certified
Confidential
and
To Set Mass Recall Delivery…
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To Cancel Mass Recall Delivery…
For Distribution List Items
To add distribution list member
To Delete Distribution List Member
To Review Distribution List Members
To Review List Name
To Re-Record List Name
your Draft folder…
your Sent folder…
your Top folder…
For Message Options…
For Fax Options…
For Distribution List Options…
To transfer to the operator
To transfer to …
To save your message press 1, re-record press 2, review
press 3, to continue recording press 4
To Send to Tutorial
To Define default fax address
Please enter the country code for your default fax address
To save your message press 1, re-record press 2, review
press 3, to continue recording press 4, to cancel your
message press star
Default Fax Address Added
Your current default fax address is ...
To Change your default fax address press 1, to return to the
previous menu press #.
Remote site number is invalid. Please try again
Remote site number is invalid.
I'm sorry that is invalid remote site number, please try again
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I'm sorry that is invalid remote site number.
To listen to messages in the folder press 1, to browse
subfolders press 2.
To train your voice print …
To delete your voice print …
Your voice print has been deleted
I'm sorry I couldn't delete your voice print. Please try again
later.
Document has been printed
Your documents will be saved as batch mode. Please enter
the starting document number to save the fax as
To record conditional greetings
I'm sorry the Message Storage Server is busy at this
moment, please retry it later.
Your mailbox is full.Please delete unneeded messages.
I'm sorry your IMAP password is locked or has expired,
please use your WebClient mailbox or UC Client Manager to
change it or ask the system Administrator for assistance.
For more options
For message delivery options
For more mailbox options
For more message options
For more delivery options
To reply to this message
Maximum number of messages allowed is…
Maximum message length is...
Maximum days to save messages is…
Maximum rings for call progress is…
Transfer supervision option is…
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Mailbox language number is…
No transfer supervision is on
Busy only supervision is on
Busy no answer supervision is on
Multilingual supervision is on
Centrex supervision is on
Blind centrex transfer is on
Unread Message
Unread Messages
Read Message
Read Messages
Unread Voice Message
Unread Voice Messages
Unread Email Message
Unread Email Messages
Unread Fax Message
Unread Fax Messages
Read Voice Message
Read Voice Messages
Read Email Message
Read Email Messages
Read Fax Message
Read Fax Messages
Please Enter the Desired Folder Number, to list sub folders,
press *
When you hear your desired subfolder name, press 1
End of Sub Folders
For Unread Messages press 1, Read Messages press 2, All
messages press 9
For Voice Messages press 1, Email Messages press 2, Fax
Messages press 3, All messages press 9
Message marked Urgent
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Message marked Confidential
Message marked Certified
To Set your Status to InOffice Press 1, Gone Home Press 2,
Do Not Disturb Press 3, At Lunch Press 4, In a Meeting
Press 5, On Vacation Press 6
Please enter the four digit Date you will return, month then
day
Please enter the four digit Time you will return, hour then
minute
Urgent Mark Cancelled
Confidential Mark Cancelled
Certified mark cancelled
To Send this message press 1, Mark Message Urgent press
2, Review Message press 3, Rerecord message press 4,
Append Message press 5, Cancel Message press *
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To Send this message press 1, Mark Message Urgent press
2, Review Message press 3, Rerecord message press 4,
Append Message press 5, Cancel Message press *
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To Send Standard press 1, Certified Press 2, Confidential
press 3, Certified and Confidential press 4, Future Delivery
press 5
Enter the 4 digit date you want this message delivered,
month then day
Enter the 4 digit time you want this message delivered, hour
then minute
Your message will be delivered on …
Your current greeting is …
This is how your new greeting will sound….
For …
...Voice Messages press 1
… Email Messages press 2
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...Fax Messages press 3
… all messages press 9.
To return to the previous menu press pound …
I'm sorry that is not a valid entry, please try again.
I'm sorry there is no answer at that extension, To leave a
message for…
I'm sorry that extension is busy, To leave a message for…
To enroll, press 1. To return to the previous menu, press
pound
Your voiceprint is not in our database.
Would you like to enroll now?
Your voiceprint is already registered.
Would you like to re-enroll?
To re-enroll, press 1. To return to the previous menu, press
pound
Please say the keyword followed by your first and last name
Please repeat the keyword followed by your first and last
name
Please count from zero to nine as follows: zero, one, and so
on.
Please count from nine to zero as follows: nine, eight, and so
on.
Lastly, please say the four-digit year your were born in.
Thank you. You have successfully enrolled.
Hello, thank you for calling. Please say the person you're
trying to reach, or use the keyword, followed by your name, to
login to your mailbox. Alternatively, you can enter the
extension you are trying to reach, or press pound to log into
your mailbox.
Please say your mailbox number
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Please say your extension
Please say the following five-digit number:
Please say what day of the week it is
Please say your phone number
Please say the four-digit year you were born in
This list number already exists as a company wide
distribution list and cannot be modified
I'm sorry there is no Text To Speech Engine enabled, you are
not able to access this feature.
End of contact list
There are no contacts.
To review contacts…
To call a contact…
The default phone number is…
The default email address is…
To review private contacts…
To review public contacts…
To call a private contact
To call a public contact
End of messages
End of read messages
This is an undeliverable message
Message skipped.
…no Unread Messages.
the original message is
Enter the destination mailbox number or press * to dial by
name
Enter the next recipient's mailbox number, or press * to dial
by name. If finished press pound
Nothing recorded, please try again
You haven't entered a valid recipient's mailbox number,
press 1 to retry or any other key to return to the previous
menu.
Message Forwarded certified. What would you like to do with
the original message?
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Reply sent certified, what would you like to do with the
original message.
Public Contact…
Private Contact…
Mailbox…
I'm sorry there is no default phone number defined for that
contact, we cannot transfer you to that person.
I'm sorry there is no default Email address defined for that
contact, we cannot send message to that person.
Certified Reply Message
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Confidential message
I'm sorry that is an invalid extension, please try again
That mailbox is already added in the list, please try again.
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That destination is already added in the list, please try again.
mess2416.vox
That contact is already added in the list, please try again.
mess2417.vox
You cannot add yourself to your own Distribution List, please
try again.
and your current location is…
In office
Meeting
At Lunch
At Home
Out of Town
Vacation
Extended absence
Temporary
User defined Location
Away on Business
You pressed…
Termination keys added.
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first or last name you wish to send the message. For the
letter Q press 7, for Zed press 9
letter Q or Zed press 1.
first or last name you wish to call. For the letter Q or Zed
press 1.
first or last name you wish to call. For the letter Q press 7,
for Zed press 9
first or last name you wish to call. For the letter Q or Zed
press 1.
first or last name you wish to call. For the letter Q press 7,
for Zed press 9
Press 1 after hearing the name of the person you wish to
send the message.
Press 1 after hearing the name of the person you wish to call.
Text to Speech is currently unavailable, please try again
later.
Please wait while the message is retrieved.
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Press 1 to review the current greeting, 2 to record a new
greeting, or any other key to keep the current recording
<one second silence>
Or say the name of the person you wish to call.
Enter the destination mailbox number or press * to dial by
name. Or say the name of the person you wish to send the
message.
Enter the next recipient's mailbox number, or press * to dial
by name. Or say the name of the person you wish to send
the message. If finished press pound
I'm sorry the time should be later than the current time,
please try again.
The existing system prompt is…
The system prompt is not recorded yet. Press 1 to record, 2
for next prompt, or pound to exit.
First Unread Message
First Read Message
First Message
will be delivered on
your future delivery messages
To Auto Play…
… press A
… press B
… press C
… press D
… press E
… press F
… press G
… press H
… press I
… press J
… press K
… press L
… press M
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… press N
… press O
… press P
… press Q
… press R
… press S
… press T
… press U
… press V
… press W
… press X
… press Y
… press Zed
… press Zed
Future delivery message
Press 1 to Deliver now, press 2 to change the delivery date
and time, or any other key to keep the existing delivery date
and time.
Message Delivered
To Deliver now
To change the delivery date and time
To keep the existing delivery date and time
Delivery date and time changed
…and other recipients
I'm sorry, there is no valid file to print.
To complete your request press 1, any other key to reject
To deliver to a fax machine
To send your message to your default fax machine press 1.
To select a different fax number press 2.
To Call back on…
To Call back this person…
To Call back on this number press 1, to enter a different
number, press 2.
Please enter the country code of the person followed by the
pound sign
703
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To accept press 1, any other key to reject.
Hello, This call is for…
Your party has hung up. You are being returned to your
mailbox session.
Your party has hung up. Please enter your password to go
back to your mailbox session.
The maximum conversation time has been reached; to keep
the conversation active press 1, or any other key to go back
to your mailbox session.
You will now be sent back to your mailbox session.
I'm sorry that phone number is busy.
I'm sorry there is no answer at that phone number.
Now system will ask your notification start date and time.
Now system will ask your notification stop date and time.
Your notification start date time is:
Your notification stop date time is:
First
Second
Third
Fourth
Fifth
Last
To send your message to …
... press 1. To select a different fax number press 2.
Recurs
On
I'm sorry the Stop Date time should be later than Start Date
Time.Please try again.
Notification entry deleted
Everyday
Every
Day
Days
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Every weekday
Every week
Week
Weeks
Every Month
Month
Months
On Day…
On the…
Weekday
Every year.
Of
Weekend
Hello,
… is calling,
There was no answer in that extension
to find…
press 1 or any other key to leave a message
You can press pound pound to terminate the conversation
and go back to your menu any time.
I'm sorry there is no answer at that extension, please try
later.
I'm sorry that extension is busy, please try later.
To play back the text message in…
English
French
German
Spanish
Italian
Cantonese
Mandarin
Japanese
Arabic
Farsi
Russian
705
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To make current Caller Id…
...your default extension, press 1; To change current
extension number, press 2, or any other key to continue.
…your default extension.
To block callers from leaving messages …
To allow callers to leave messages ...
To block callers from skipping your greeting
To allow callers to skip your greeting.
Otherwise press pound.
To record more greetings.
To record a greeting for location…
I'm sorry there is no user defined location.
Press 1 after hearing the name of the Location you wish to
record greeting for. To return to the previous menu, press
pound.
Please enter the country code of the current extension
number followed by the pound sign.
I'm sorry you cannot add yourself to a distribution list.
This destination is already in the distribution list.
Hello, you wanted to talk to …
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Press 1 to call this person now, any other key to ignore.
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The speech recognition ability for public contacts is disabled
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The speech recognition ability for private contacts is disabled
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...is busy. To be automatically notified if this extension
becomes free in next 30 minutes, press *; or stay on the line
to leave a message.
You will be automatically called at this extension if it becomes
free in next 30 minutes.
Please enter your…
…digit password.
The minimum length is…
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person's first or last name you wish to leave a message. For
the letter Q press 7, for Zed press 9.
To record an Unavailable greeting…
To record a personal greeting for an internal caller…
To record a busy greeting for an internal caller…
Your mailbox is where all your messages will be stored and
also where you can send messages to others in your
company.
The Unavailable greeting will let the caller know when you
are not able to take call. An example of this greeting would
be " Hi. It is Mark Smith. Sorry, I’m unavailable right now.
Please leave a message and I will get back to you as soon
as I can. Thank you". You will now be asked to record your
unavailable greeting.
first or last name you wish to leave the message. For the
To record an unavailable greeting for an internal caller…
To play back current extension number.
The current time is…
707
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To make yourself Unavailable…
To make yourself Available…
To review your current availability and location...
Dot…
You current location is…
To save message…
Message Cancelled
Press 1 after hearing the phone number of the person you
wish to dial. To return to previous menu, press pound.
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You were a copied recipient…
You were a blind \copied recipient…
…digits.
Mass Recall Cancelled
Mass Recall is set
Te current day is…
on (946:AM on July 7th, 2005)
Please hold for...
Looking for...
Searching for...
Please wait while I look for...
Just a moment while I locate your party...
Attachment
Answer
When you hear the name of the person you are trying to
reach say yes, or press 1.
mess3002.vox Say no.
mess3003.vox I'm sorry can you please repeat that?
mess3003b.vox I don't think I heard you, can you please repeat that?
mess3003c.vox I'm sorry, please say the first and last name of the person
you are trying to reach or dial their extention number.
mess3003d.vox Who?
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Please say the person you're trying to reach, or use the
keyword, followed by your name, to login to your mailbox.
Alternatively, you can enter the extension you are trying to
reach, or press pound to log into your mailbox.
mess3005.vox Did you say?
mess3005b.vox I think you said …
mess3005c.vox … is that correct?
mess3006.vox The following names match your selection.
mess3006b.vox There are multiple matches.
mess3006c.vox More than one person has this name.
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Sorry you are having trouble. Please try again later. Thank
you for calling goodbye.
mess3008.vox Star
mess3009.vox Pound
mess3010.vox I think I heard …
mess3011.vox To stop the transfer to …
mess3011b.vox Say no if you'd like to try another name.
mess3011c.vox To stop this transfer please say no
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Sorry I'm having so much trouble, I'm transfering you to the
operator and I'll work on recognizing that name better.
Say one for
Say two for
Say three for
Say four for
Say five for
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Say six for
Say seven for
Say eight for
Say nine for
or say zero for the next recognized name
or press zero for the receptionist
I'm sorry, could you please repeat that name?
I'm sorry, could you please repeat that digit?
I'm sorry, could you please say yes or no?"
I'm sorry, I'm having trouble understanding you
… unless you say cancel.
… the next recognized name
Did you want to transfer to
Did you want to login as
I'm sorry, I couldn't verify you. Let me transfer you to the
operator.
I’m sorry, I couldn't enroll you. Please try again later.
Thank you, you have been verified.
Welcome…
Verified…
Please say a question that has a four-digit answer.
Please answer that question.
Say one …
Say two …
Say three …
Say four …
Say five …
Say six …
Say seven …
Say eight …
Say nine …
Say Zero…
Please say your PIN number
Say yes when you hear the name of the person you want to
transfer to.
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T T Y number
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Pager number
I S D N number
SIP Address
There are multiple phone numbers for this person
From
With email
With phone number
A.VOX
B.VOX
C.VOX
D.VOX
E.VOX
F.VOX
G.VOX
H.VOX
I.VOX
J.VOX
K.VOX
L.VOX
M.VOX
N.VOX
O.VOX
P.VOX
Q.VOX
R.VOX
S.VOX
T.VOX
U.VOX
V.VOX
W.VOX
X.VOX
Y.VOX
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
711
M
Z.VOX
712
Z
1 Zero
2 One
3 Two
4 Three
5 Four
6 Five
7 Six
8 Seven
9 Eight
10 Nine
11 Ten
12 Eleven
13 Twelve
14 Thirteen
15 Fourteen
16 Fifteen
17 Sixteen
18 Seventeen
19 Eighteen
20 Nineteen
21 Twenty
22 Thirty
23 Forty
24 Fifty
25 Sixty
26 Seventy
27 Eighty
28 Ninety
29 Hundred
30 Thousand
31 Million
32 Cents
33 Record Silence
34 AM
M
108 Box
109 List
110 Tomorrow
713
M
714
N
Service Recovery Manager
In This Chapter...
Introduction on page 616
Configuring the Service Recovery Manager (SRM) on page 617
APPENDIX N - SERVICE RECOVERY MANAGER
N
Introduction
616
The purpose of the Service Recovery Manager (SRM) is to provide a means by which the
system administrator may impose a surveillance regimen on the UC system, without having
to monitor it directly. The SRM - according to how the system administrator has configured
it - will keep its overseer precisely informed of its performance on a daily, weekly, or monthly
basis.
Note that SRM was designed to be run locally for complete functionality. Therefore, all set
up must be done locally. Once SRM is set up, however, it may be accessed remotely.
N
Configuring the Service Recovery Manager (SRM)
Configuring UC SRM Web
To configure UC SRM Web:
Type the following address (http://address of PC/um/srm) in the case of an upgrade to 2.0, or
(http://address of PC/uc/srm) in the case of a new install, in the Internet Explorer Address
text field and press Enter. The following screen appears:
1. Working from top to bottom, the UC SRM Web panel is first visible. The date and time
can be read in the banner. Beneath the banner, from left to right, can be found the Run
Time:, Stop time:, Warning time: and Critical time:.
617
N
2. Just inside the righthand edge of the banner is Stop UC. Click on this to stop the UC
system.
3. At the far end of the the banner is Settings. Clicking on this calls up the following
screen:
4. Complete the following fields:
•
In the Check system status each: text field, enter an interval (measured in seconds)
after which the system status will be checked.
•
In the Delay first system status check for: text field, enter an interval (measured in
seconds) by which you would like to delay the initial system status check from startup,
if at all.
•
In the SMTP server for e-mail notifications: text field, enter the server IP address.
•
In the SMTP from address for e-mail notifications: text field, enter an address that
will clearly denote its source as the SRM.
•
In the SMTP to address for e-mail notifications: text field, enter the address to
which SRM emails will be directed.
•
In the Store logs for: text field, enter an integer value to represent the number of days
you wish to keep system logs.
• Select the Clear statistics now checkbox to immediately to clear the logs on clicking
Save.
618
N
• In the VB Script text box, enter any custom Visual Basic code to conduct your own specific actions.
5. Click Save or Cancel. You are returned to the Main Screen.
Configuring Alerts
Any system alerts are displayed underneath this banner. Click on Clear all to remove any alert
notifications.
To configure Alerts:
619
N
Configuring CPU Usage
Beneath the CPU Usage banner reads the date, time, and current CPU useage.
To configure CPU usage:
620
N
1. Click on Settings. The following screen appears:
2. The UC SRM Web - CPU usage settings section is uppermost:
•
In the Warning CPU usage level: text field, enter an integer value (representing %) at
which point a warning will be made to the Main SRM screen regarding CPU useage.
•
In the Critical CPU usage level: text field, enter an integer value (representing %) at
which point a more severe warning will be made to the Main SRM screen regarding
CPU useage.
3. In the Warning state actions: section, select:
• the Stop System check box to bring the UC system to a complete halt.
• the Start system after timeout checkbox to restart system after a pause.
• the Add event log record checkbox to add any warning events to the log record.
• the Add alert checkbox to set up an alert.
• the Send email checkbox to send an email in case of a warning event.
• the Run script checkbox to run a custom VB script in case of a warning event.
4. In the Critical state actions: section, select:
621
N
622
5. Click Save or Cancel to save or remove your selections.
Configuring Memory Usage
Beneath the Memory usage banner can be read the date, time, and current memory useage.
To configure memory usage:
N
2. The UC SRM - Memory usage settings section is uppermost:
•
•
CPU useage.
•
the Stop System check box to bring the UC system to a complete halt.
•
the Start system after timeout checkbox to restart system after a pause.
•
the Add event log record checkbox to add any warning events to the log record.
•
the Add alert checkbox to set up an alert.
•
the Send email checkbox to send an email in case of a warning event.
•
the Run script checkbox to run a custom VB script in case of a warning event.
623
N
624
Configuring Disk Usage
To configure disk usage:
N
1. Click on Add. The following screen appears:
2. The UC SRM Web - Disk usage add section is uppermost:
•
In the Disk volume to monitor: text field, enter an integer value to represent the percentage of disk volume to be monitored.
•
•
CPU useage.
625
N
626
•
•
•
•
•
•
N
Configuring Services
Beneath the Services banner can be read the date, time, and service(s) running.
To configure services:
627
N
2. The UC SRM Web - Service add section is uppermost:
•
In the Service name: text box, enter the name of the service you wish to monitor.
•
From the When service is not running change system state to: dropdown list,
select either Warning or Critical.
•
•
•
•
•
•
•
the Start service checkbox to start the newly added service.
• the Start service checkbox to start the newly added service.
5. Click Save or Cancel to save or remove your selections. You are returned to the Main
Screen.
628
N
7. The UC SRM Web - Service add section is uppermost:
•
In the Service name: text box, enter the name of the service you wish to run.
•
From the When service is not running change system state to: dropdown list,
•
•
•
•
•
•
•
the Start service checkbox to start the newly added service.
629
N
• the Start service checkbox to start the newly added service.
630
Screen.
11. Click on Delete to remove the service running in the banner (in this case, Adaptive
Server Anywhere - ASA9_UC).
Configuring Processes
To configure processes:
N
2. In the UC SRM Web - Process add section:
•
In the Executable: text box, insert the filepath of the process .exe file to run.
•
From the When process is not running change system state to: dropdown list,
•
•
•
•
•
•
•
•
•
•
631
N
•
•
Screen.
632
Configuring Events
To configure events:
N
2. The UC SRM Web - Event add section is uppermost:
• From the Event log: dropdown list, select either System, Security, or Application.
• From the Event type: dropdown list, select from among Error, Warning, Information, Audit success or Audit failure.
• In the Event id: text field, enter the event ID.
• In the Event text: text field, enter some text to accompany the event ID.
• From the When event found change system state to: dropdown list, select either
Critical or Warning.
•
•
•
•
•
•
633
N
634
•
•
•
•
•
•

- Business Telephone Systems | Calgary

Transcription

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