Voice Mail 23 Objectives When you finish this module, you will be able to: Verify that the Embedded Voice Mail (EVM) application can record and play messages. Check the EVM health. Maintain the EVM system. Manage voice mailboxes. Set up the Auto Attendant. Set system EVM parameters. Manage voice mail distribution lists.
MCD for 3300 ICP Basic Installation and Maintenance Course Reference Contents > System Applications > Messaging > Voice Mail (Embedded) > Programming 23-2 Voice Mail_rev6.doc
Voice Mail Introduction to Embedded Voice Mail (EVM) The 3300 ICP has its own integrated, or embedded, voice mail system. The voice mail application supports up to 30 logical ports, with each port supporting a single Auto Attendant and/or voice mail session. The voice mail application supports up to 750 voice mailboxes. The 3300 ICP hard drive provides 14.5 GB of space and supports approximately 450 hours of voice message storage. The EVM is included at system start up. No installation is required. There are system defaults that get you started quickly, but user mailboxes and access to the voice mail ports must be programmed. EVM supports voice mail distribution lists and Auto-Attendant functionality. Callers directed to a user s mailbox can record a message that the user can later review. A user can also record and send messages to other mailbox users. Greetings and voice mail messages are stored on the system hard drive and are backed up to a file on the LAN. The messages are encrypted when they are backed up. There is a Telephone User Interface (TUI) for control and navigation of the voice mail commands as well as a Graphical User Interface (GUI) for management of EVM, the mailboxes, and the Auto-Attendant functions. VM Port Capacity Program the number of ports for voice mail in the VM Port Capacity form by entering the Number of Ports field. Up to 30 voicemail ports can be assigned on the MXe controller. The base CX and CXi controllers allow up to 4 ports and, with increased DSP resources, up to 16 may be supported. Note Changing VM Port Capacity requires a system reboot. 23-3
MCD for 3300 ICP Basic Installation and Maintenance Course Lab 1 Setting Up Voice Mail In this lab, you will be using the: Voice Mail > System Settings > VM Port Capacity form. System Properties > System Feature Settings > Class of Service Options form. Voice Mail > System Settings > VM Ports form. Users and Devices > Advanced Configuration > Station Attributes form. Users and Devices > Group programming > Hunt Groups form. Voice Mail > System Settings > VM Prompt Languages form. Voice Mail > System Settings > VM Options form. Voice Mail > System Settings > VM Business Hours Settings form. Reference Contents > System Applications > Messaging > Voice Mail (Embedded) > Programming Caution To prevent possible toll fraud through voice mail ports, use the proper COSs and CORs in the Station Attributes form to prevent external dialing. Discuss with the customer their exact requirements before opening access to external numbers through the voice mail ports. For example, the customer may request to allow Message Notification or Pager Notification which may require unrestricted ARS and COR on the voice mail ports. Otherwise, a COR should be used in ARS to block all access to external numbers, included emergency services. Note A Feature Access Code for Message Waiting Activate and Message Waiting Deactivate must be programmed for the Message Waiting Indicator lamp to function. These codes were included when the Feature Access Codes were imported in a previous module. 23-4 Voice Mail_rev6.doc
Voice Mail Step Task Expected Result 1 Navigate to the Voice Mail > System Settings > VM Port Capacity form. 2 In the VM Port Capacity form: Select Change. Enter the number of voice mail ports available in the system. Select Save. 3 Navigate to the System Properties > System Feature Settings > Class of Service Options form. 4 In the Class of Service Options form, create a COS for the voice mail ports. Add the following settings: COV/ONS/E&M Voice Mail Port = Yes Message Waiting = Yes Voice Mail Softkey = Yes 5 In the Class of Service Options form, add the following settings to the COS of the sets that will have mailboxes: Call Forwarding (Internal Destination) Message Waiting Voice Mail Softkey 6 Navigate to the Voice Mail > System Settings > VM Ports form. 7 Assign available extension numbers to the available voice mail ports by selecting the first port and performing Change Range programming on it. The VM Port Capacity form is displayed. The VM Port Capacity is programmed. The Class of Service Options form is displayed. A COS for Voice Mail ports is created. The COS for the sets is modified for mailboxes. The VM Ports form is displayed. The data is entered, saved, and displayed in the VM Ports form. 23-5
MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 8 Navigate to the Users and Devices > Advanced Configuration > Station Attributes form. 9 Assign the COS just programmed for the voice mail ports and CORs to the voice mail port extensions. 10 Navigate to the Users and Devices > Group programming > Hunt Groups form. 11 In the Hunt Groups form, create a voice mail hunt group that contains all of the voice mail port extensions. The Station Attributes form is displayed. The COS and COR are assigned to the voice mail port extensions. The Hunt Groups form is displayed. The data is entered, saved, and displayed in the Hunt Groups form. You can have a single or multiple voice mail hunt group for the system. All voice mail ports must belong to a voice mail hunt group, except when used for RAD greetings. Assign a unique directory, number for the hunt group. This will be the pilot number. Set the hunt group in Circular hunting mode. Assign the COS just programmed for the voice mail ports to the voice mail port extensions. The Hunt group type must be set to Voicemail Add the directory numbers of each voice mail port to the hunt group. 23-6 Voice Mail_rev6.doc
Voice Mail Step Task Expected Result 12 Navigate to the Voice Mail > System Settings > VM Prompt Languages form. 13 Select the language settings to the appropriate language in your area. 14 Navigate to the Voice Mail > System Settings > VM Options form. 15 Change the parameters for: Send Notification Calls is checked, or True Allow Transfers To Any Number by the Auto Attendant is checked, or True. Directory Voice Prompts set for Last Names. 16 Navigate to the Voice Mail > System Settings > VM Business Hours Settings form. 17 In the VM Business Hours Settings form, select Change, and then select ICP Day/Night Mode. 18 Reboot the system to initialize the Embedded Voice Mail system. The VM Prompt Languages form is displayed. The voice mail prompts will now be in the local language. The VM Options form is displayed. The data is entered, saved, and displayed in the VM Options form. The VM Business Hours Settings form is displayed. The data is entered, saved, and displayed in the VM Business Hours Settings form. 23-7
MCD for 3300 ICP Basic Installation and Maintenance Course Managing Voice Mailboxes Mailboxes can be added, deleted, or modified to suit the needs of the system users. These activities can be accomplished from the System Administration Tool using either the User and Device Configuration form or the VM mailboxes form. Some of the activities can also be accessed through the TUI. The programmable values for the mailboxes include: Mailbox Number Name Extension Number Passcode Operator Extension Mailbox type Prompt Language Operator Extension Notification Type Notification Number User Access Notification Schedule Max Number Messages Delete Messages After Messages Life (days) Date/Time Stamp Forward to E-mail E-mail Messages Forwarded Delete After Forwarding Visual Voice Mail Hunt Group 23-8 Voice Mail_rev6.doc
Voice Mail In the following example, two new mailboxes are added using the System Administration Tool. All of the screens necessary to assign voice mail parameters are located under Voice Mail. To add, change, or delete your mailboxes, select VM Mailboxes. The VM Mailboxes form is shown below. The bottom of the screen lists all of the mailboxes. Use the Change button to view the details of the highlighted mailbox. To create a new mailbox, select the Add button. The default passcode for mailboxes is 1111. Mailbox 0 and 9999 are reserved for an operator s mailbox and an administrator s mailbox. 23-9
MCD for 3300 ICP Basic Installation and Maintenance Course 23-10 Voice Mail_rev6.doc
Voice Mail Here is the same VM Mailbox being added using the user and Device Configuration form. 23-11
MCD for 3300 ICP Basic Installation and Maintenance Course Lab 2 Managing Voice Mailboxes In this lab, you will be using the Voice Mail > VM Mailboxes form. Reference Help > Contents > Forms Reference > Forms S to Z > VM Mailboxes Step Task Expected Result 1 Navigate to the Voice Mail > VM Mailboxes form. 2 Program each user s mailbox by performing the following: Enter a mailbox number for this extension. The mailbox number is usually the same as the extension number. Enter a name to identify the user of the mailbox. Enter the extension number where calls to this mailbox are to be directed. A 3- to 6-digit passcode. The system requires users to enter their current passcode to retrieve their messages. The default passcode is all 1s. Leave the remaining fields at default. 3 Create a Call Rerouting First Alternative number to route to the voice mail hunt group for Busy and No Answer as the default condition for all sets. The VM Mailboxes form is displayed. The data is entered, saved, and displayed in the VM Mailboxes form. A Call Rerouting First Alternative number is set to go to voicemail for all sets. 23-12 Voice Mail_rev6.doc
Voice Mail Using Voice Mail Before using the voice mail, record a greeting on the telephone and forward the unanswered telephone calls to voice mail. Recording and Playing Messages Users accessing voice mail for the first time are prompted to enter their name and record a greeting. For each of the extensions you added, enter voice mail and follow the prompts to record a greeting. Forwarding Calls to Voice Mail Set Call Forwarding on the telephones to send unanswered calls to voice mail. See the different Call Forwarding feature codes in the Feature Access Codes form. Use the desired Call Forwarding feature code followed by the Voice Mail system hunt group pilot number. Note Remember to make Call Rerouting First Alternative number one to route to the voice mail hunt group as the default condition for all sets. Visual Voice Mail Visual voicemail allows you to visually interact with your voice mail. It is only available on the: 5235 IP Phone 5330 IP Phone 5340 IP Phone 5360 IP Phone 5140 IP Appliance 5230 IP Appliance 5240 IP Appliance It is not available for guest mailboxes on 5140 or 5240 IP Appliances. You are automatically logged out of the system after 5 minutes of inactivity. Visual Voice Mail shows the caller information for internal extensions that have a voice mailbox. All other calls are displayed as Unknown Caller. 23-13
MCD for 3300 ICP Basic Installation and Maintenance Course Lab 3 - Using Voice Mail Step Task Expected Result 1 Initiate all voice mailboxes. 2 Access the System Administrator s mailbox and follow the prompts by: Entering the voicemail hunt group pilot number. Press *. Entering the administrator s mailbox number 9999. Enter the administrator s default passcode 8642. Press 4 for the System Greetings menu. Press 1 for the Primary Greeting set. Record greetings for Business Open, Business Closed, and a Temporary Greeting. 3 Activate Message Waiting using the *90 access code on one of your extensions. 4 Forward that extension to voice mail. 5 Place a call to the extension and let it ring to the user s voice mailbox. Leave a message in the mailbox. 6 From the called extension, access the user s mailbox. Play the message. 23-14 Voice Mail_rev6.doc
Voice Mail Managing Distribution Lists A Distribution List allows mailbox subscribers to send messages to several people at one time. There are two types: Personal lists - set up by individual subscribers for their own use Global lists - set up by using the VM Distribution Lists form for use by all subscribers. Only the system administrator can set up or change global lists. Users can create up to 10 personal lists, numbered 050-059. Each list can have up to 750 contacts. Up to 49 global lists can be created, numbered 001-049. A 50 th list, number 000, is already set up to broadcast messages to every local mailbox. Select the Add button to add a new list. Select the Add Member button to add the mailboxes to the selected distribution list. From the Main Menu, press 7 for Distribution Lists. The TUI uses the Distribution list menu. When prompted for the distribution list number, enter a two-digit number to represent one of the lists, from 50 to 59. 23-15
MCD for 3300 ICP Basic Installation and Maintenance Course Lab 4 - Managing Distribution Lists In this lab, you will be using the Voice Mail > VM Distribution Lists form. Step Task Expected Result 1 Navigate to the Voice Mail > VM Distribution Lists form. 2 In the VM Distribution Lists form: Select Add. Enter an ID number from 1 to 49 Enter a Name Select Save. The VM Distribution Lists form is displayed. The data is entered, saved, and displayed in the VM Distribution Lists form. 3 Add some of your sets to the distribution list. The users are added to the distribution list. 4 Test the 3-digit distribution list by using a set s voicemail and selecting the programmed distribution list. A voicemail is sent to all on the distribution list. 23-16 Voice Mail_rev6.doc
Voice Mail Administrator and Attendant Mailboxes The Administrator's Mailbox allows you to perform voice mail programming from a telephone. Programming by phone cannot completely replace programming from the System Administration Tool, but it is convenient for certain functions such as adding mailboxes and editing mailbox settings. If users gain access to programming areas of voice mail, they can create mailboxes, dial into them, and program personal numbers allowing them to dial back out of the system. This necessitates changing of all three voice mail passcodes, since all systems leaving the factory have the same default passcodes. Caution To protect system security, always change the default passcodes at install, keep them confidential, and change them periodically. Customers should encourage users to do the same. The manager passcode should be given to the person who performs the dayto-day operations, such as editing mailboxes and changing greetings. The default passcodes are listed below, as well as procedures to change the technician level passcode, and what to do should the technician passcode be forgotten. The passcode used to log into the Administrator's Mailbox determines which functions can be accessed. Manager Passcode - allows the user to perform all system administration, mailbox management, and maintenance functions such as changing user passcodes and record system greeting. They cannot add mailboxes, change the administrator passcode, or change the passcode length. Administrator Passcode - allows the user to perform all the manager functions plus adding mailboxes and changing the administrator and manager passcodes, and passcode length. Technician Passcode - allows a technician to do all that the administrator can do, plus enter the function code area for special debugging. The passcode length is a system wide value. If passcode length is increased, all passcodes will have zeros appended to them to match the new length. For example, if changing from 3 to 6 digits, 123 becomes 123000. When decreased, passcodes are shortened starting with the last digit moving to the first. For example, if changing from 6 to 3 digits, 123456 becomes 123. Passcode Type Passcode Length 3 4 5 6 Technician Default 973 9731 97310 973100 Administrator Default 864 8642 86420 864200 Manager Default 648 6483 64830 648300 23-17
MCD for 3300 ICP Basic Installation and Maintenance Course To change the technician passcode, follow these steps. The current technician passcode must be known. 1. Call voice mail and log in to mailbox 999 (9999) using the current technician passcode. 2. Once logged in, dial 9. If the voice mail does not understand that command, the wrong passcode was used to log in to mailbox 9999. The expected response is, "Please enter a technician function code". 3. Dial 17271. The expected response is, "Please enter a technician function code." 4. Dial the new passcode, keeping the length the same as the current setting. The expected response is, "Please enter a technician function code." 5. Dial the new passcode again, the same number dialed in step 4. The expected response is, "Your passcode has been changed. Please enter a technician function code." 6. Disconnect from the call. Caution Users should not attempt any other technician function codes other than the one used above to change the passcode. Serious damage may result from improper use. If the user changes the default technician passcode, they should notify their service technician what the new passcode is. Once the technician passcode has been changed, the technician should store the new one for safe keeping. Is it is lost or unavailable, Mitel will attempt a password reset under the same rules and guidelines governing the reset of top-level passwords on our PBX systems. This service is chargeable. Caution The operator s mailbox is mailbox 0 and the default passcode is 1234. It is important that this passcode be changed at installation time. 23-18 Voice Mail_rev6.doc
Voice Mail Lab 5 Changing Default Passcodes (Optional) In this lab, you will be changing the default: Technician passcode Administrator passcode Manager passcode Operator s mailbox passcode Use this planner to track the new passcodes. Passcode Type Default Passcode New Passcode Technician 9731 Administrator 8642 Manager 6483 Attendant Mailbox 1234 Step Task Expected Result 1 Dial voice mail, log on as the administrator (*, 9999), and use the default technician passcode of 9731. The administrator is accessed on a technician level. 2 Press 9. "Please enter a technician function code" is heard. 3 Press 17271. "Please enter a technician function code" is heard. 4 Enter a new four-digit passcode. "Please enter a technician function code" is heard. 5 Enter a new four-digit passcode again. "Your passcode has been changed. Please enter a technician function code" is heard. 6 End the call. The call is ended. 7 Dial voice mail, log on as the administrator (*, 9999), and use the default administrator passcode of 8642. The administrator is accessed on an administrator level. 8 Press 6, and then press 1. Enter a new administrator passcode is heard. 9 Enter a new four-digit passcode. For confirmation, please reenter your new passcode is heard. 10 Enter a new four-digit passcode again. "Your passcode has been changed. 23-19
MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 11 End the call. The call is ended. 12 Dial voice mail, log on as the administrator (*, 9999), and use the administrator passcode assigned in step 9. The administrator is accessed on an administrator level. 13 Press 6, and then press 3. Enter a new manager passcode is heard. 14 Enter a new four-digit passcode. For confirmation, please reenter your new passcode is heard. 15 Enter a new four-digit passcode again. "Your passcode has been changed. 16 End the call. The call is ended. 17 Dial voice mail and log on to the operator s mailbox 0 (*, 0). There will be a pause while the interdigit timer expires. Welcome, the operator is heard. 18 Enter the default operator passcode of 1234. Normal voice mail options are heard. 19 Press 8 (U), then press 7 (P). Enter your new passcode is heard. 20 Enter a new four-digit passcode. For confirmation, please reenter your new passcode is heard. 21 Enter a new four-digit passcode again. "Your passcode has been changed. 22 End the call. The call is ended. 23-20 Voice Mail_rev6.doc
Voice Mail Managing EVM System Settings EVM can support multiple prompting languages and reroute faxes to the programmed FAX extension. FAX Settings EVM can detect a FAX tone and direct the call to an extension programmed as the FAX extension. The FAX extension has to be an analog extension. The number could be across the network. Status, such as Enabled / Disabled FAX Messages Extension Softkey Support Dial Any Extension Support Block Ext. That Begins With Digital Pager Callback Number Notification Calls Prompt Language You can view and program system default and alternate prompt language, and you can enable or disable bilingual prompting. Default Language Alternate Language Bilingual Enable Language Change mailbox 23-21
MCD for 3300 ICP Basic Installation and Maintenance Course Managing the Auto Attendant The auto attendant replaces a live operator and directs external callers to the appropriate extensions or voice mailboxes. There are several things needed to set up the auto attendant on the system. These include setting: Company business hours greetings based on: Night mode of the system Days of the week Opening time Closing time Company greetings Primary greeting Up to seven alternate greetings Which greetings are used for each port. Use the administrator s mailbox to record the primary and/or alternate greetings, or download audio (.WAV) files to the system to use as auto attendant greetings. Greetings include: Primary greetings Bilingual welcome greeting Business open greeting Business closed greeting Alternate greetings Sets 2 to 8 and Guest Login/Alternate 9 RAD greetings Caution Once the company greetings have been recorded, they replace the default system greetings. They can only be restored by performing Knowledge Base Article 06-6748-00003. 23-22 Voice Mail_rev6.doc
Voice Mail Audio File Download The downloaded audio files are preserved during a system backup or upgrade. They must be G.711 WAV, A-law or mu-law (G.711), 8 bit, mono format. Note Verify the quality and clarity of the audio file before uploading it to the system. Audio quality varies depending on the program used for the conversion. To avoid customer complaints of poor MOH quality, listen to it on your PC speakers first. Note Because each greeting uses a mailbox, voice mailbox licenses are needed to download audio files for system greetings. 23-23
MCD for 3300 ICP Basic Installation and Maintenance Course Preventing Unauthorized Access The auto attendant feature is very similar to DISA in its operation. The only difference between DISA and the auto attendant is that the caller listens to a recorded announcement instead of a dial tone. This means that if the caller is on a dial-in trunk and is not COR-restricted, the caller can dial ARS leading digits and place an outgoing call. Even a COR-restricted trunk can dial a verified account code that could allow access to external trunks. For this reason, all sites with auto attendant, dial-in trunks, and non-dial-in trunks should be toll controlled, with limited COS options and a 12-digit account code to increase the level of difficulty encountered by unauthorized callers attempting to place external calls. If the auto attendant is not to permit external calls, use Interconnect Restrictions to control it. Consideration should also be given to limiting the maximum digits dialed, as defined by the COR number, to enhance the security. There is a setting in the VM Options form called Restrict Numbers That Begin With. It is used to prevent callers from accessing system trunks via the auto attendant. Access is prevented by programming the system to deny transfers when the leading digit dialed matches the first digit of a trunk group access code. For example, it is a method of applying toll fraud restriction to individuals attempting to dial 8 or 9 and an outside number to get PSTN access. For any type of interfaced Voice Mail/Auto Attendant, such as COV/ONS/E&M, proper consideration should be made for toll control of COV and ONS VM/AA ports. Many peripheral systems will simply perform a blind transfer to any digit sequence entered by the incoming trunk. Some ONS VM/AA systems use station ports looped back onto loop-start trunks for messagesending set-ups. All station ports used in loop-backs should be properly toll controlled, only have the minimum required COS options, and be COR restricted. External voice mail systems connected directly to a modem should also be connected to a surveillance device. Most voice mail systems require a password before access, so be sure this password is complicated. It is important to change the passwords periodically, especially when anyone with system access quits the job from either the site or the service provider. 23-24 Voice Mail_rev6.doc
Voice Mail Lab 6 - Setting Up the Auto Attendant (Optional) Use the Administrators mailbox to record and customize the open and closed greetings. Step Task Expected Result 1 Program the voicemail hunt group s pilot number as the answer point in the Trunk Attributes form. 2 View and Set Company Business Hours. 3 View and Define Greetings. 4 Change the greeting used on port 1. 5 Change the alternate greeting. 6 Test the Auto Attendant by making an incoming trunk call. 23-25
MCD for 3300 ICP Basic Installation and Maintenance Course Questions 1. What is the maximum number of mailboxes allowed on a 3300 ICP? Refer to the General Information Guide. 2. How many hours of recorded message time does the 3300 ICP have? 3. When the system is backed up, what happens to the voice mail messages to protect the security of the message contents? 23-26 Voice Mail_rev6.doc