Using Avaya Aura Messaging

Using Avaya Aura Messaging 6.0 November 2011

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Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/copyright. Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud Intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya and one-x are registered trademarks and Avaya Aura is a trademark of Avaya, Inc. All non-avaya trademarks are the property of their respective owners, and Linux is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support Web site: http://support.avaya.com. Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your Product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://support.avaya.com. Using Avaya Aura Messaging November 2011 3

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Chapter 1: Getting Started What you need Your administrator should provide you with the following Messaging information: Messaging access number Your mailbox number and temporary password URL to access your User Preferences Web pages Messaging server Mailbox access using a phone Your voice messages can be accessed from: Your office, using your desk phone Anywhere, using any phone Related topics: Accessing mailbox from your desk phone on page 5 Accessing mailbox from any phone on page 6 Initializing your mailbox on page 6 Accessing mailbox from your desk phone From your office, using your desk phone, you can access your mailbox by: Using the Voicemail or Messages button on your desk phone. Dialing the Messaging access number (internal) from your desk phone. Dialing your own extension from your desk phone. Using Avaya Aura Messaging November 2011 5

Getting Started 1. The system will say your name and ask you for your Messaging password. 2. Enter your Messaging password, and then press the pound key (#). Accessing mailbox from any phone From anywhere, you can access your mailbox by: Dialing the Messaging access number (external) from any phone. Depending on your system's configuration, the automatic attendant at your organization's main number may also allow access to the messaging system. To access your mailbox: 1. Dial one of the numbers mentioned above. 2. When you reach the number, press the pound key (#). 3. Enter your mailbox number, and then press the pound key (#). 4. The system will say your name and ask you for your Messaging password. 5. Enter your Messaging password, and then press the pound key (#). Initializing your mailbox To begin using voice messaging, you must initialize your mailbox by completing the following steps: Change your temporary messaging password. Record your name. Your recorded name is used in the system greeting, if you do not record a greeting. Your recorded name is also used to identify you to other Messaging users when they send you a voice message. If your organization uses the Messaging system's automatic attendant, 6 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Accessing User Preferences your recorded name will be played before the attendant transfers callers to your extension. Record your personal greeting. Your personal greeting is played to callers when your phone is busy or you do not answer a call. To initialize your mailbox: 1. Call the Messaging system. 2. Enter your temporary voice messaging password, and then press the pound key (#). If you have already changed your temporary voice messaging password on the Password page in User Preferences, then enter your regular voice messaging password. 3. Follow the prompts to change your password (if required). 4. Follow the prompts to record your name. 5. Follow the prompts to record your personal greeting. When you finish, your mailbox is initialized. Note: If you do not complete the initialization, your mailbox will still be operational. The next time you access your mailbox, you will be asked to complete the initialization. Related topics: Mailbox access using a phone on page 5 From User Preferences on page 47 Accessing User Preferences You can configure options for various Messaging features in the User Preferences Web pages. To go to User Preferences Web pages, use a web browser and on the address bar type the following web address: http://avayamsg/user. Note: This web address for User Preferences may be different in your organization. Using Avaya Aura Messaging November 2011 7

Getting Started If you are accessing your voice messages using Outlook, you can also go to User Preferences by clicking the User Preferences button on the Outlook toolbar. Related topics: Logging in to User Preferences on page 31 8 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Chapter 2: Messaging from your phone The Messaging telephone menu After logging into your mailbox, by entering your password and pressing the pound key (#), the following main menu options are available: Actions Message Review 1 Send a Message 2 User Preferences 4 Restart 5 Exit * Key Presses Related topics: Power keys on page 9 Message review on page 10 Send a message on page 11 Delivery options on page 12 User Preferences on page 12 Summary on page 14 Power keys The following Power keys are available at any time while using the phone: Actions Skip/Enter # Help 0 Cancel * Key Presses Using Avaya Aura Messaging November 2011 9

Messaging from your phone Message review After logging in to your mailbox and press 1 for Message review. You begin to hear your unread messages, followed by your read messages and finally, your saved messages. To go directly to your Read or Saved messages from the main menu, use the following: Action Unread Messages 1, 1 Read Messages 1, 2 Saved Messages 1, 3 Key Press While listening to a message, you can use: Playback control keys End-of-message options Related topics: Playback control keys on page 10 End-of-message options on page 11 Playback control keys While listening to messages you can control the playback by using the following keys: Action Rewind 1 Rewind to start 1, 1 Pause / Resume 2 Forward 3 Forward to end 3, 3 Message details 5 Playback speed - Slower 4 Playback speed - Slowest 4, 4 Playback speed - Faster 6 Playback speed - Fastest 6, 6 Delete 7 Key Press 10 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

The Messaging telephone menu End-of-message options At the end of a message, the following actions are available: Action Replay 4 Message details 5 Forward (with introduction) 6 Forward (without introduction) 6, 1 Forward (remove introductions) 6, 6 Delete 7 Send a reply 8 Call sender 8, 8 Save 9 Key Press Send a message After logging in to your mailbox and pressing 2 to Send Messages, record your message. Then select one of the following actions to address your message: Say the name of a recipient or distribution list Enter a mailbox number or a personal list number To spell the name of a recipient or distribution list, press # After addressing your message, select one of the following: Action Delivery Options 0 Add more recipients 6 Send # Key Press Using Avaya Aura Messaging November 2011 11

Messaging from your phone Delivery options You can opt to send a message with one or more of the following delivery options: Action Private 1 Important 2 Future delivery 4 Key Press Once you have selected a delivery option, you can remove the option by pressing the same key. You can also add other delivery options, or press 6 to add more recipients. To send the message, press the pound (#) key. User Preferences After logging in to your mailbox and pressing 4 for User Preferences, the following options are available: Action To enable or disable Features 1 Administrative Options 2 Greetings 3 Key Press You can also access your user preferences using the User Preferences Web pages. Related topics: Features on page 12 Administrative options on page 13 Greetings on page 13 Features You can enable or disable the following features: 12 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

The Messaging telephone menu Table 1: Notify Me Action To enable 1, 1 To disable 1, 2 Key Press Table 2: Reach Me Action To enable 2, 1 To disable 2, 2 Key Press Administrative options The following Administrative options are available: Action To change your Password 1 To change Date and time playback on/off 4 Key Press Greetings You can record the following greetings: Action Personal Greeting 1 Extended absence greeting 2 Name recording 3 Key Press Related topics: Personal greeting on page 13 Personal greeting You can record the following personal greetings: Action Standard system greeting 1 Key Press Using Avaya Aura Messaging November 2011 13

Messaging from your phone Action Away from phone greeting 2, 1 Busy greeting 2, 2 Key Press Summary After logging into your mailbox, the following are available from the main menu: Action Key Press Listen to all messages 1 Listen to Read messages 1, 2 Listen to Saved messages 1, 3 Send a Message 2 Enable or re-enable Notify Me 4, 1, 1 Enable or re-enable Reach Me 4, 1, 2 Change Password 4, 2, 1 Enable or disable Date and Time playback 4, 2, 4 Record Personal Greeting 4, 3, 1, 1 Record Busy Greeting 4, 3, 1, 2 Record Extended absence greeting 4, 3, 2 Record Name 4, 3, 3 Managing fax messages If your company has integrated a fax server with Messaging, faxes can be redirected for processing. If you have a fax server account, the fax is then routed to your Outlook inbox. Since fax calls arrive at your desk like any other call to your direct line, you need to transfer the fax call to your Messaging voicemail to get the fax in your e-mail. How to transfer a fax call depends on whether you answer your phone or not. 14 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Managing fax messages For incoming fax calls: When you answer the call, upon hearing the fax tones, transfer the call to your extension; the fax is redirected to voicemail. If you do not answer the call or you are not there, the call is automatically forwarded to voicemail. Once transferred to voicemail, the fax is redirected to the fax server, which then delivers the fax to your Outlook Inbox. The actual fax handling options within Outlook depends on your company s fax server features. Note: When calling the Messaging system, fax messages are not available through the telephone user interface. Using Avaya Aura Messaging November 2011 15

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Chapter 3: Messaging in Microsoft Outlook How to access your voice messages You must set up an IMAP/SMTP e-mail account in the Outlook to begin using voice messages You can use the following methods to configure Outlook as an IMAP client: Configuring Microsoft Office Outlook 2010 Configuring Microsoft Office Outlook 2007 Configuring Microsoft Office Outlook 2003 Related topics: Configuring Outlook 2010 on page 17 Configuring Outlook 2007 on page 19 Configuring Outlook 2003 on page 20 Configuring Outlook 2010 To configure Microsoft Office Outlook 2010, perform the following steps: 1. Start Outlook. 2. On the Files menu, click Info and then click Add Account. The System displays the Auto Account Setup dialog box. 3. Select the Manually configure server settings or additional server types check box, and then click Next. The System displays the Choose Service dialog box. 4. Select the Internet E-Mail check box, and then click Next. The System displays the Internet E-mail Settings dialog box. 5. In the Your Name box, type your name, for example Michael J. Smith. 6. In the E-mail Address box, type the e-mail address that you use for your Exchange e-mail. 7. In the Server Information section, select IMAP for Account Types. Using Avaya Aura Messaging November 2011 17

Messaging in Microsoft Outlook 8. In the Incoming mail server box, type the name of your Messaging server provided by your administrator. This is the same server name or IP address, used in the URL for the User Preferences Web pages. If the URL for your User Preferences is: http://avayamsg.example.com/ user, then avayamsg.example.com is the Messaging server. 9. In the Outgoing mail server (SMTP) box, type the name of your Messaging server provided by your administrator. This is the same server as mentioned in the previous step. Note: In most cases, Avaya recommends not to use this account to send e-mail messages since the originating account will be this SMTP/IMAP account rather than your default Exchange account. 10. In the User Name box, type your Messaging mailbox number. For example, 4085557096. 11. In the Password box, type your Messaging password. 12. Click More Settings. a. On the General tab, replace the default name for the mail account with Avaya Aura Messaging or a similar designation to indicate that this is your voice messages mailbox. b. On the General tab, under Purge Options, select the Purge items when switching folders while online check box. Note: By default Outlook does not purge deleted messages automatically. This can lead users to unexpectedly run out of space in their mailboxes. You can configure Microsoft Outlook so that when you switch between folders, any items you have marked for deletion are purged from the IMAP server. To enable this feature, you must work online and connected to the server. c. Click OK. 13. Click Next when you finish entering this configuration information, and then click Finish. 14. (Optional), You can also add your voice messages mailbox as a favorite folder: a. In Outlook, click the mail folder. b. To expand the folder, click the plus sign (+). c. Select Inbox. d. Right-click Inbox, and then select Add to Favorite Folders. 18 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

How to access your voice messages Configuring Outlook 2007 To configure Microsoft Office Outlook 2007, perform the following steps: 1. Start Outlook. 2. On the Tools menu, click Account Settings... 3. On the E-mail tab, click New. The System displays the Choose E-mail Service dialog box. 4. Select the Microsoft Exchange, POP3, IMAP, or HTTP check box, and then click Next. The System displays the Auto Account Setup dialog box. 5. Select the Manually configure server settings or additional server types check box, and then click Next. The System displays the Choose E-mail Service dialog box. 6. Select the Internet E-mail check box, and then click Next. The System displays the Internet E-mail Settings dialog box. 7. In the Your Name box, type your name, for example Michael J. Smith. 8. In the E-mail Address box, type the e-mail address that you use for your Exchange e-mail. 9. In the Server Information section, select IMAP for Account Types. 10. In the Incoming mail server box, type the name of your Messaging server provided by your administrator. This is the same server name or IP address, used in the URL for the User Preferences Web pages. If the URL for your User Preferences is: http://avayamsg.example.com/ user, then avayamsg.example.com is the Messaging server. 11. In the Outgoing mail server (SMTP) box, type the name of your Messaging server provided by your administrator. This is the same server as mentioned in the previous step. Note: In most cases, Avaya recommends not to use this account to send e-mail messages since the originating account will be this SMTP/IMAP account rather than your default Exchange account. 12. In the User Name box, type your Messaging mailbox number. For example, 4085557096. Using Avaya Aura Messaging November 2011 19

Messaging in Microsoft Outlook 13. In the Password box, type your Messaging password. 14. Click More Settings. a. On the General tab, replace the default name for the mail account with Avaya Aura Messaging or a similar designation to indicate that this is your voice messages mailbox. b. On the General tab, under Purge Options, select the Purge items when switching folders while online check box. Note: By default Outlook does not purge deleted messages automatically. This can lead users to unexpectedly run out of space in their mailboxes. You can configure Microsoft Outlook so that when you switch between folders, any items you have marked for deletion are purged from the IMAP server. To enable this feature, you must work online and connected to the server. c. Click OK. 15. Click Next when you finish entering this configuration information, and then click Finish. 16. (Optional), You can also add your voice messages mailbox as a favorite folder: a. In Outlook, click the mail folder. b. To expand the folder, click the plus sign (+). c. Select Inbox. d. Right-click Inbox, and then select Add to Favorite Folders. Configuring Outlook 2003 To configure Microsoft Office Outlook 2003 and earlier versions of Outlook, perform the following steps: 1. Start Outlook. 2. On the Tools menu, click E-mail Accounts... The System displays the E-mail Accounts dialog box. 3. Select the Add a new e-mail account check box under E-mail, and then click Next. The System displays the Server Type dialog box. 20 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

How to access your voice messages 4. Select IMAP as the type of account that you are creating, and then click Next. The System displays the Internet E-mail Settings (IMAP) dialog box. 5. In the Your Name box, type your name, for example Michael J. Smith. 6. In the E-mail Address box, type the e-mail address that you use for your Exchange e-mail. 7. In the User Name box, type your Messaging mailbox number. For example, 4085557096. 8. In the Password box, type your Messaging mailbox password. 9. In the Incoming mail server (IMAP) box, type the name of your Messaging server provided by your administrator. This is the same server name or IP address, used in the URL for the User Preferences Web pages. If the URL for your User Preferences is: http://avayamsg.example.com/ user, then avayamsg.example.com is the Messaging server. 10. In the Outgoing mail server (SMTP) box, type the name of your Messaging server provided by your administrator. This is the same server as mentioned in the previous step. Note: In most cases, Avaya recommends not to use this account to send e-mail messages since the originating account will be this SMTP/IMAP account rather than your default Exchange account. 11. Click More Settings. a. On the General tab, replace the default name for the mail account with Avaya Aura Messaging or a similar designation to indicate that this is your voice messages mailbox. b. On the General tab, under Purge Options, select the Purge items when switching folders while online check box. Note: By default Outlook does not purge deleted messages automatically. This can lead users to unexpectedly run out of space in their mailboxes. You can configure Microsoft Outlook so that when you switch between folders, any items you have marked for deletion are purged from the IMAP server. To enable this feature, you must work online and connected to the server. c. Click OK. 12. Click Next when you finish entering this configuration information, and then click Finish. 13. (Optional), You can also add your voice messages mailbox as a favorite folder: a. In Outlook, click the mail folder. Using Avaya Aura Messaging November 2011 21

Messaging in Microsoft Outlook b. To expand the folder, click the plus sign (+). c. Select Inbox. d. Right-click Inbox, and then select Add to Favorite Folders. The Messaging toolbar in Outlook The Messaging toolbar has the following features: Play on PC Play on Phone Voice Reply - to reply to the message with another voice message Voice Forward - to forward the message as a voice message with an introduction Call Sender User Preferences Help - to access online help Note: The Messaging toolbar is only available for voice messages shown in your Avaya Aura Messaging IMAP Inbox in Outlook. If you set up your User Preferences to receive a Notify Me e-mail copy of each voice message, the copies will appear in your main Outlook Inbox. These copies will not show the Messaging toolbar. Related topics: Playing a voice message on page 23 Using Play on PC on page 23 Using Play on Phone on page 23 Using Voice Reply on page 24 Using Voice Forward on page 25 Using Call Sender on page 26 Viewing call progress on page 27 Using Play on Phone for the first time on page 28 22 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

The Messaging toolbar in Outlook Playing a voice message To play a voice message in Outlook: on your PC, use the Play on PC feature on your phone, use the Play on Phone feature. Using Play on PC Before you begin Windows Media Player 9 or above is installed on your system. To update or install the latest version of Windows Media Player, see http://www.microsoft.com/windows/windowsmedia/. 1. In an open voice message, click Play on PC on the Messaging toolbar. 2. Using speakers or a computer headset, play the voice message on your system. Adjust volume as required. 3. You can use the adjacent controls during message playback, such as Pause/ Resume, Stop, Rewind, and Forward. The Rewind and Forward controls either rewind or forward 10 seconds within a message. Using Play on Phone To listen to a voice message using Play On Phone: 1. In an open voice message, click Play on Phone button on the Messaging toolbar. Using Avaya Aura Messaging November 2011 23

Messaging in Microsoft Outlook Note: To listen to a voice message from your inbox or other sections of the Outlook mail folder, right-click the voice message. Select Play on Phone from the list. 2. A Play on Phone window is displayed (unless specified otherwise, see step 3). Select the phone you want to use to play the message. The available phone numbers options are: Numbers listed in your organization s internal directory (Extension or Mobile) Number defined by you in the Mobile Phone or Pager section of your User Preferences (Other mobile). A manually entered number (Other). Note: This number must be re-entered each time unless you choose to follow Step 3. 3. (Optional), select Always use this phone number check box to use the selected phone number each time you use this feature. Note: If you select Always use this phone number check box, the Play on Phone window for selecting a phone will not be displayed the next time you use Play on Phone. To undo this, go to the General Web page in your User Preferences, and, in the Play on Phone section, select Ask me every time which phone to use. 4. Click Call. The selected phone is called, and a Call Progress window is displayed. 5. Answer the phone, and at the prompt, enter your voice messaging password. The voice message is played. Using Voice Reply To use Voice Reply: 1. In an open voice message, on the Messaging toolbar, click Voice Reply or, in your Messaging Inbox, right-click the voice message select Voice Reply from the list. 24 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

The Messaging toolbar in Outlook Note: The Voice Reply feature is only available for voice messages from callers in your organization s voicemail system. 2. A Voice Reply window is displayed (unless specified otherwise, see Step-3). Select the phone you want to use to record the reply. The phone numbers that you can use are those that are: Listed for you in your organization s internal directory, as Extension or Mobile. Defined by you in the Mobile Phone or Pager section of your User Preferences (listed here, as Other mobile). A manually entered number (Other). This number must be re-entered each time unless you choose to follow Step-3. 3. (Optional), Select Always use this phone number check box to use the selected phone number each time you use this feature. Note: If you select Always use this phone number check box, the Play on Phone window for selecting a phone will not be displayed the next time you use Play on Phone. To undo this, go to the General Web page in your User Preferences, and, in the Play on Phone section, select Ask me every time which phone to use. 4. Click Call. 5. The selected phone is called and, a Call Progress window is displayed. Answer the phone, and at the prompt, enter your voice messaging password. Using Voice Forward You can forward a voice message to someone with a voice introduction by recording a Voice Forward. To use Voice Forward, perform the following steps: 1. In an open voice message, on the Messaging toolbar, click Voice Forward or, in your Messaging Inbox, right-click the voice message and select Voice Forward from the list. Using Avaya Aura Messaging November 2011 25

Messaging in Microsoft Outlook Note: The Voice Forward feature is only available for voice forwards to callers in your organization s voicemail system. 2. A Voice Forward window is displayed (unless specified otherwise, see optional step-3). Select the phone you want to use to forward the voice message. The phone numbers that you can use are: Listed for you in your company s internal directory, as Extension or Mobile. Defined by you in the Mobile Phone or Pager section of your User Preferences (listed here, as Other mobile.) A manually entered number (Other). This number must be re-entered each time unless you choose to follow optional step-3. 3. (Optional), select Always use this phone number check box to use the selected phone number each time you use this feature. Note: If you select Always use this phone number check box, the Play on Phone window for selecting a phone will not be displayed the next time you use Play on Phone. To undo this, go to the General Web page in your User Preferences, and, in the Play on Phone section, select Ask me every time which phone to use. 4. Click Call. 5. The designated phone is called and a Call Progress window is displayed. Answer the phone, and at the prompt, enter your voice messaging password. Using Call Sender You can call the person who left you the voice message by using Call Sender. To use Call Sender, perform the following steps: 1. In an open voice message, on the Messaging toolbar, click Call Sender or, in your Messaging Inbox, right-click the voice message and select Call Sender from the list. 2. A Voice Reply window is displayed (unless specified otherwise, see optional step-3.). Select the phone you want to use to call the sender. The phone numbers that you can use are: 26 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

The Messaging toolbar in Outlook Listed for you in your organization s internal directory, as Extension or Mobile. Defined by you in the Mobile Phone or Pager section of your User Preferences (listed here, as Other mobile.) A manually entered number (Other). This number must be re-entered each time unless you choose to follow optional step-3 3. (Optional), select Always use this phone number check box to use the selected phone number each time you use this feature. Note: If you select Always use this phone number check box, the Play on Phone window for selecting a phone will not be displayed the next time you use Play on Phone. To undo this, go to the General Web page in your User Preferences, and, in the Play on Phone section, select Ask me every time which phone to use. 4. Click Call. 5. The designated phone is called and a Call Progress window is displayed. Answer the phone, and at the prompt, enter your voice messaging password. Note: To cancel the Call Sender action and return to the voice message menu, press ** on the telephone keypad. Viewing call progress Call progress is reported when you use Play on Phone, Voice Reply, Voice Forward, or Call Sender. The Call progress window automatically closes after 10 seconds. If the call fails, the reason for the failure is displayed. The possible reasons for a call failure are: No outgoing line is available. Called number is busy or does not answer. Dial out privileges are not sufficient. Specified number is not a valid number. Using Avaya Aura Messaging November 2011 27

Messaging in Microsoft Outlook Using Play on Phone for the first time In some cases, when you use Play on Phone for the first time, the Messaging system needs to learn your mailbox number so that it can associate your Outlook IMAP folder with your Messaging mailbox. (You only have to do this once.) Use this procedure If you are prompted to enter your mailbox number. 1. In the Mailbox number field, type your mailbox number. 2. In the Messaging password field, type your Messaging password. 3. Click Save. Note: If you ever need to clear this association, then you can do this in the Advanced page of the User Preferences. For more information, see Advanced tasks on page 47. Voice messages in Outlook MWI and message status Voice messages appear as unread until accessed over the phone or marked as read by Outlook. The message waiting light on your desk phone is lit as long as one or more voice messages in your Messaging Inbox are marked as Unread. It is turned off when all voice messages in your Inbox are marked as Read. Private messages Any Messaging user has the option of marking their voice messages Private. 28 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Voice messages in Outlook Note: You can access voice messages marked Private only from the phone. You cannot forward a Private voice message. When you receive a Private voice message in your Outlook Inbox: The voice message is marked Private in Outlook and in the body text of the voice message. The body text and subject line of a Private voice message cannot be edited. The voice message attachment is not available and therefore, is not included in any forwarded e-mail. Play on PC is disabled. Voice Forward is disabled. Use Play on Phone to listen to a Private voice message from the phone. Moved messages Voice messages can be moved from your inbox to other folders like any other e-mail. Once a message is moved, it is no longer available over the phone. Using Avaya Aura Messaging November 2011 29

Messaging in Microsoft Outlook 30 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Chapter 4: Customizing Messaging Logging in to User Preferences On the User Preferences login page: 1. In the Mailbox number field, type your mailbox number. 2. In the Messaging password field, type your Messaging password. 3. Click Log In. Related topics: Accessing User Preferences on page 7 General preferences The following user preference features are found on the General Web page: Voice messaging access number Account information Time zone and language Mobile phone or pager preferences Play on phone preferences Attendant forwarding preferences Related topics: Voice messaging access number on page 32 Account information on page 32 Defining your time zone and language on page 32 Mobile phone or pager settings on page 33 Using Avaya Aura Messaging November 2011 31

Customizing Messaging Play on Phone preferences on page 33 Attendant forward settings on page 34 Voice messaging access number The voice messaging access numbers are displayed for your reference. To access the telephone user interface, dial either the Internal number or the External number. The Internal number is the Messaging access number that can be dialed from your desk phone. The External number is either your company s access number or the main number that can be dialed from any phone to reach voice messaging. Account information Account information displays the following fields: Mailbox: Displays your assigned voice messaging mailbox number. Extension: Displays your assigned phone extension. Additional Extensions: Displays any additional phone extensions that may be assigned to you. If the Additional Extensions field is not displayed, then no additional extensions are available. Defining your time zone and language 1. Select a time zone for the location where you typically access your voice messages. This setting affects: The date and time announcement that is played when you listen to a voice message using the telephone user interface. The Reach Me schedule. 32 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

General preferences The Notify Me schedule, if you use outcalling (i.e., in Notify Me, the With a phone call option is selected) and your administrator has defined an outcalling schedule in your Class of Service. 2. Select the preferred language you want to use in the voice messaging system. If this is grayed out, then only the default language is available. This setting affects: The language of the voice prompts you hear when accessing your Messaging mailbox through the telephone user interface. The language used for your User Preferences Web pages. Mobile phone or pager settings The Mobile Phone or Pager is used for several features such as: Notify Me feature (if the Notify Me feature is enabled for you.) Reach Me forwarding number. Other mobile phone when using Play on Phone, Voice Reply, Voice Forward and Call Sender in Outlook. The available options for Mobile Phone or Pager are: Mobile phone in internal directory, which uses your mobile phone number stored in the internal directory. Other mobile phone or pager, which uses numbers other than the numbers present in the internal directory. This other number is manually entered in the mobile phone or pager. Play on Phone preferences When using Play on Phone, Voice Reply, Voice Forward, and Call Sender. On the Messaging toolbar in Outlook, by default, a window is displayed that prompts you what phone to use for these features. The options available on the prompt are: Use this phone If the same phone selected is always used for Play on Phone, Voice Reply, Voice Forward, and Call Sender, the window stops prompting you to choose a Using Avaya Aura Messaging November 2011 33

Customizing Messaging phone. If you choose another phone, you must enter the new phone number (any phone number formatting is acceptable). Ask me which phone to use Restores the default setting where the system prompts you to select a phone every time you use Play on Phone, Voice Reply, Voice Forward, and Call Sender. Attendant forward settings Attendant forwarding settings define where calls are forwarded when a caller presses 0 while listening to your voice message greeting. The options available for Attendant forwarding are: Default attendant (operator) Calls are routed to the system attendant (operator). Personal attendant/administrative assistant Calls are routed to another phone number. You must enter the phone number, which can be internal (typically a phone extension) or external (any phone number formatting is acceptable). Reach Me preferences Reach Me settings are located on the Reach Me Web page in your User Preferences. The Reach Me feature manages how your incoming calls are forwarded based on the following: Caller priority - A priority status over other callers is given to the callers in the internal directory. Call screening - You can screen the call before deciding to answer by asking the callers to record their name. Forwarding numbers - In any instance of an incoming call, you can forward calls up to three Reach Me numbers. Schedule - You can forward calls during certain hours and on certain days defined by you. Note: Reach Me feature is only offered to the users when there is no answer to the phone and not when the phone is busy. Related topics: Configuring Reach Me on page 35 34 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Reach Me preferences Your caller categories on page 35 Setting call handling for incoming calls on page 35 Configuring Reach Me Reach Me settings are found on the Reach Me Web page in your User Preferences. To configure Reach Me, define the following settings in the order presented: 1. Categorize Your Callers 2. Define Incoming Call Handling 3. Define Your Reach Me Numbers 4. Define a Reach Me Schedule 5. Test Your Reach Me Preferences Your caller categories You can let the Reach Me feature handle all calls the same, or define different call handling for priority callers and other callers. Priority callers are all the voice messaging users in the internal directory of the Messaging system. Setting call handling for incoming calls Call Handling settings is where: Reach Me is enabled, allowing you to forward your incoming calls. Call Screening is enabled, requesting that callers record their name so that you can decide to accept or reject a forwarded call. Related topics: Configuring incoming call handling when treating all callers the same on page 36 Configuring incoming call handling with priority callers on page 36 Call screening on page 37 Defining your Reach Me numbers on page 37 Using Avaya Aura Messaging November 2011 35

Customizing Messaging Defining a Reach Me schedule on page 37 Testing your Reach Me configuration on page 38 Reach Me settings on page 38 Configuring incoming call handling when treating all callers the same Options for Call Handling differ depending on how you chose to categorize your users. If you select to treat all callers the same: 1. To enable Reach Me, select Use Reach Me: Forward their calls to the Reach Me numbers below. 2. When Reach Me is enabled, you can use call screening. To enable Call Screening, select the Before forwarding, ask callers to record their name so I can screen the call check box. 3. If you do not want Reach Me enabled, select Do not use Reach Me: ring my extension then go to voice messaging. Configuring incoming call handling with priority callers Options for Call Handling differ depending on how you chose to categorize your users. If you select to distinguish between priority callers and other callers you must define call handling for both categories. 1. To enable Reach Me for either priority callers, other callers or both, select Use Reach Me: Forward their calls to the Reach Me numbers below. 2. When Reach Me is enabled, you can use call screening. To enable Call Screening for either priority callers, other callers or both, select Before forwarding, ask callers to record their name so I can screen the call check box. 3. If you do not want Reach Me enabled, select Ring my extension then go to voice messaging. 36 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Reach Me preferences Call screening Call Screening is part of the Reach Me feature and is enabled under the Call Handling section found on the Reach Me Web page in your User Preferences. When Call Screening is enabled: callers are prompted to record their name before a call is forwarded. the recorded name is played when you receive the forwarded call, and you can accept or reject the call. If rejected, the caller is told that you are unavailable and is routed to your Messaging mailbox. Defining your Reach Me numbers Before you begin These settings are applicable only when Reach Me is enabled. With Reach Me enabled, incoming calls can be forwarded to up to three numbers. The Messaging system tries to reach you using all your Reach Me numbers before forwarding a call to your Messaging mailbox. To define Reach Me numbers: 1. From the drop-down boxes, select the forwarding numbers. 2. For each Reach Me Number, specify a ring threshold. For most phones, 3 rings is a good choice. Defining a Reach Me schedule Before you begin These settings are applicable only when Reach Me is enabled. When Reach Me is enabled, you can set up a Reach Me schedule if you only want calls forwarded during a certain time period. By default, Reach Me forwards calls at all times. To set up a Reach Me schedule: Using Avaya Aura Messaging November 2011 37

Customizing Messaging 1. Select Forward calls only between. 2. Select a start and stop time. 3. Select the number of days that you would like the schedule to be in effect. Result Calls received outside of the schedule are not forwarded. A call rings your extension and if busy or not answered, the call is routed to your mailbox. Testing your Reach Me configuration After you configure your Reach Me settings, call your extension from a separate phone to experience exactly what your callers experience. This is important for testing defined ring thresholds and forwarding settings. You have successfully configured your Reach Me settings if your test call is forwarded to all specified phone numbers, one by one and then finally, to your Messaging mailbox. Reach Me settings Once Reach Me is configured using User Preferences Web pages, it can be disabled or reenabled using the phone. The following settings are available with the Reach Me feature: Disabling Reach Me Enabling Reach Me Related topics: Disabling Reach Me on page 38 Enabling Reach Me on page 39 Disabling Reach Me To disable Reach Me by phone, perform the following steps: Press 4, 1, 2, 2. When disabling by phone, call handling assumes the following settings: Treat all callers the same is selected. 38 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Notify Me preferences Do not use Reach Me: ring my extension then go to voice messaging is selected. Enabling Reach Me To re-enable by phone, perform the following steps: Press 4, 1, 2, 1. When re-enabling by phone, call handling assumes the following settings: Distinguish between priority callers and other callers is selected (with priority callers My Outlook Contacts and Internal Directory selected). For priority callers, call screening is not selected. For other callers, call screening is selected. Forwarding numbers and scheduling is set to the values defined for them before Reach Me was disabled. These settings are defined in your Reach Me settings using the User Preferences Web pages. Notify Me preferences Notify Me settings are located on the Notify Me Web page in your User Preferences. The Notify Me feature sends you a notification when you receive a new voice message. You receive the notification by: Text message to your mobile phone Phone call to your mobile phone Page notification to your pager Email notification to your email address Note: If you do not have a Notify Me Web page, it implies that the notification features have been disabled at the system administration level. Similarly, if one of the described notification options is not available, it has been disabled by the administrator. Related topics: Configuring notifications on page 40 Using Avaya Aura Messaging November 2011 39

Customizing Messaging Configuring email copies on page 40 Configuring notifications To configure notifications: 1. On the Notify Me Web page of your User Preferences, under Notifications, select the Notify me when a new voice message arrives check box, then select one of the following: With a text message or page to: <Your mobile or pager number is displayed> With a phone call to: <Your mobile number is displayed> By default, the mobile phone number is the number in your company's internal directory. To designate a different mobile number or a pager number, select and enter the number in the Other mobile phone of pager field found under the General Web page. 2. If you chose to receive text message or pager notifications, select your provider from the Mobile provider drop-down list. If your provider is not shown, contact your administrator. 3. Select the Only for important messages check box if you only want to receive notifications when a caller marks a voice message as High Importance. Configuring email copies To configure email copies: 40 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

My Phone preferences 1. On the Notify Me Web page of your User Preferences, under Email Copies, select the Email me a copy of each voice message check box. 2. In the To email address: text box, enter your email address to which you would like the email copies to be sent. 3. Select the Include the recording check box if you want to include the recording of the voice message. My Phone preferences User preferences on the My Phone Web page allows you to customize your preferences when using the telephone user interface. The following user preference features are found on the My Phone Web page: Message Playback Order Message Playback Speed Date and Time Announcement Voice Recognition for Addressing Preferences Related topics: Message playback order options on page 41 Changing message playback speed on page 42 Setting date and time announcement on page 42 Setting addressing preferences on page 43 Message playback order options When reviewing messages using the phone, you can change the order in which you hear messages. By default, messages are played starting with the newest message. You can set the Message playback order independently for unread, read, and saved messages. For unread messages, read messages and saved messages: Play newest first is selected to hear messages starting with the newest message first. Play oldest first is selected to hear messages starting with the oldest message first. Play important messages before others is selected to hear urgent messages first. Using Avaya Aura Messaging November 2011 41

Customizing Messaging Changing message playback speed When reviewing messages using the phone, by default, they are initially played at normal speed, or 100%. Telephone keypad options are available to speed up or slow down the message during review. By setting the Message Playback Speed, you can choose a slower or faster default speed at which all messages are initially played. After setting a slower or faster default playback speed, the telephone keypad options are still available to further speed up or slow down an individual message during review. 1. To hear messages at a slower than normal speed, choose one of the following (in order of slowest to fastest): 70% 85% 90% 2. To hear messages at a faster than normal speed, choose one of the following (in order of slowest to fastest): 125% 175% 3. To return to normal speed, select 100%. Setting date and time announcement Select Announce date and time for each message to hear the date and time that a message was received before reviewing it from the telephone user interface. 42 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Personal lists Setting addressing preferences To identify the recipient of voice message, select one of the following: Voice recognition - Select contacts or distribution lists by speaking their full name (as listed in the internal directory or as defined by you for your personal lists). Telephone keypad - Select contacts or distribution list by using the keypad to spell their name or enter their mailbox number. To set your addressing preferences, select one of the following: Using voice or keypad- Allows you to use both voice recognition and the telephone keypad to select voice message recipients. Using keypad only - Allows you to use only the telephone keypad to select voice message recipients. Personal lists When you want to send a voice message to many voice messaging recipients, you can create one or more personal distribution lists in the Personal Lists page of your User Preferences Web page. Related topics: Creating a personal list on page 43 Editing a personal list on page 44 Deleting a personal list on page 46 Creating a personal list 1. In the User Preferences Web page, click Personal Lists. 2. In the Personal Lists Web page, click Add New List. 3. In the List name text box, specify a name for your personal list. You can specify a name by either spelling a name or saying the name of the message recipient. Using Avaya Aura Messaging November 2011 43

Customizing Messaging 4. From the List number drop-down list, select a list number. The list number ranges from 11 to 99. 5. In the New member (mail box) text box, enter the mailbox number of the member that you want to add to your personal list, and then click Add. The system displays the First Name, Last Name, and Mailbox of the newly added member. 6. Continue adding members until you have all the names you would like to include in your personal list. The maximum number of members that you can add in a personal list is 100. 7. Click Save. The maximum number of personal list that you can create is 89. Editing a personal list 1. From the Personal list: drop-down list, select the personal list that you want to edit. 2. Click Edit. 3. You can perform the following actions: Edit the list name Change the list number Delete existing members Add new members Related topics: Editing the list name on page 45 Changing the list number on page 45 Deleting existing members on page 45 Adding new members on page 46 44 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Personal lists Editing the list name 1. In the List name: text box, type the new name of the list. 2. Click Save. Changing the list number 1. From the List number: drop-down list, select an available new list number for your personal list. 2. Click Save. Deleting existing members 1. In the Members: list, identify the member you want to delete, and then click Delete. 2. Continue deleting members until you have deleted all the members you would like to remove from your personal list. 3. Click Save. Using Avaya Aura Messaging November 2011 45

Customizing Messaging Adding new members 1. In the New member (mailbox): text box, enter the mailbox number of the member you would like to add to your existing personal list. 2. Continue adding members until you have added all the members you would like to have in your personal list. 3. Click Save. Deleting a personal list 1. From the Personal list drop-down list, select the personal list that you want to delete. 2. Click Delete. 3. Click OK to confirm. Changing your password From a phone To change your password from phone, perform the following steps: 46 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com

Advanced tasks 1. Log into your mailbox, and press 4 for user preferences. 2. Follow the user preferences prompts, press 2 for Administrative options. 3. In the Administrative options, press 1 to change the password. From User Preferences To change the password using User Preferences, perform the following steps: 1. On the User Preferences Web page, click Password. 2. Enter a new password, and confirm it. 3. Click Change Password. Related topics: Initializing your mailbox on page 6 Advanced tasks The Advanced Web page contains the following: Reset the message waiting light on your desk phone. Use Reset to reset the Message Waiting Indicator (MWI) light on your desk phone. When you receive a voice message, the MWI light turns on. The MWI light turns off when you either listen to the message using the phone or when the message is marked as, read, in Outlook. In some cases, the MWI light may not correctly reflect the state of your voice messages. Use Reset to resolve this. If you are advised by your help desk to do so, you can clear the association of your Messaging mailbox with Outlook IMAP folder. Use Clear to clear the association between your Messaging mailbox and Outlook IMAP folder. Note: You will be prompted for mailbox number when using Play on Phone next time. Using Avaya Aura Messaging November 2011 47

Customizing Messaging 48 Using Avaya Aura Messaging November 2011 Comments? infodev@avaya.com