| Avaya IP
Office Voicemail
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Voicemail allows callers
to leave messages for you when you are out of the
office, away from your desk or engaged on another
telephone call. Voicemail messages can be retrieved
either locally or remotely via any telephone (you will
be prompted for a PIN number if you are using any
telephone other than your allocated extension or a
trusted location e.g. your mobile telephone).
Alternatively, you can
forward your voicemail to your email and collect it via
your PC. This approach allows you to use your PC to
display your two different types of messages. It also
frees your telephone for incoming calls whilst using
your PC to playback your voicemail. You can then also
forward your voicemail, just like any email. For full
integration with Microsoft Exchange server and control
of voicemails from your client PC, please see Integrated
Messaging Pro.
Voicemail, when used in
conjunction with IP Office’s PhoneManager application,
ensures that you will never miss a customer call again,
even when the caller decides not to leave you a
voicemail message. In this case the caller’s number will
be left on the Caller Display of your telephone and/or
your PC screen allowing you to dial them back upon your
return.
All IP Office systems
have been specifically designed to give a business a
competitive edge, by providing a total communications
system. To this end a Voicemail application is provided
as standard on all IP Office systems.
Four voicemail modes of
operation are available:
• Centralized Intuity
Audix
• VoiceMail Lite
• VoiceMail Pro
• VoiceMail Pro
networked with other VoiceMail systems
VoiceMail Lite is the
standard voicemail application provided with all IP
Office platforms. VoiceMail Pro builds on the features
and facilities offered by VoiceMail Lite and can be
tailored to meet the individual needs of a business by
adding applications such as auto-attendant, call
recording and advanced Call Queuing.
Both VoiceMail Lite and
VoiceMail Pro applications can reside on a Windows 98,
NT, 2000 or XP PC. Communication between IP Office and
this ‘VoiceMail server’ is via IP over a LAN connection.
No specific hardware is required – not even a PC sound
card.
The VoiceMail server is
multi-lingual and can offer different prompts depending
on the user’s preferred language, independently of the
other internal users’ set-ups. Similarly, external
callers can hear prompts in their own language depending
on their incoming call route (e.g. based on CLI/ANI or
DDI/DID). This is very useful to multinational companies
or in multi-lingual markets.
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Avaya IP Office Voicemail Options
VoiceMail Lite:
VoiceMail Lite is the standard voice mail application
that offers a complete voice messaging solution.
Voice Mail Lite, IP Office’s
standard VoiceMail application can handle up to 4
simultaneous calls. When enabled VoiceMail Lite
automatically answers your telephone when you are not
available to take a call. Personal greetings can be
recorded, providing confirmation that the intended
recipient will actually receive the message.
Messages may be played as a
continuous loop. This allows information to be heard,
but no message to be left. The caller may press a key on
the telephone at any time to be transferred to a
pre-determined number, usually the receptionist or
secretary.
When voicemail messages have been
left, the number of new messages waiting will be
displayed on the Phone Manager application and/or the
telephone caller display panel if used. VoiceMail Lite
can also periodically ring the extension to deliver any
new messages. When voicemail messages are left they are
time & date stamped and the caller’s number recorded.
Once listened to, old messages are deleted 24 hours
after being left (31 days when running Intuity TUI).
Alternatively they may be saved permanently.
Voicemail can be collected remotely
by dialing the VoiceMail Lite server. Using the security
inherent in all IP Office systems, if the number the
user is dialing from is "recognized" (home number or
Mobile/Cell Phone for example), they will automatically
receive their voicemail as if collecting it from their
office extension. This is especially useful when
collecting your voicemail whilst on the move, using your
Mobile/Cell Phone in hands-free mode. If the source
number is not recognized, users will be prompted for a
mailbox number and a PIN code for that mailbox, before
they can collect voicemail. Users have the ability to
set and change their own PIN codes.
Where a voicemail needs to be
copied to others, VoiceMail Lite provides many options:
• Voicemails can be simply
forwarded to another mailbox, or group of mailboxes
•
Recipients can append their comment to the voicemail
before forwarding to another mailbox(es).
•
Alternatively voicemails can be forwarded as emails.
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VoiceMail Pro
VoiceMail Pro adds significant value to VoiceMail Lite
with increased capacity and refined services.
IP Office Voice Mail Pro builds on
the features and facilities offered by VoiceMail Lite,
can be tailored to meet the individual needs of a
business and can scale up to 30 simultaneous calls if
required.
IP Office Voice Mail Pro allows
message handling for individuals or groups, provides
information to callers, assisting the operator during
periods of heavy call activity and more by including a
powerful voice processing system and an easy to use
graphical user interface - the ‘VoiceMail Pro Manager’.
VoiceMail messages can be integrated into a user’s Email
box and dealt with as any Email message. Through the use
of Text To Speech facilities users can be provided with
access to their Voice and Email messages through the
telephone whilst in the office or remotely when away
from the office.
The IP Office Voice Mail Pro Manager
application also allows far more to be achieved than
just guiding a user to the group or extension they
require. It allows IP Office Voice Mail Pro to dial back
users, internally or externally, as soon as a voicemail
message is left for them. It provides security, by
prompting for a PIN code should a user wish to change
their Forwarding or Follow Me number from an external
telephone.
A single Voice Mail Pro server
(PC-based) can provide voicemail services to multiple IP
Office systems over the LAN, WAN or a Frame Relay
network. This is referred to as ‘Centralized VoiceMail’
and can reduce costs, whilst facilitating communication
between IP Office sites.
Other uses for IP Office Voice Mail
Pro include whisper announce which prompts callers for
information (usually their name) which is recorded and
passed on to the user's extension (if free), allowing
them to choose to accept the call or not. This is
particularly useful on "CLI/ANI withheld" numbers -
usually calls from telesales companies where somebody is
trying to sell you something. VoiceMail Pro will not
intrude onto busy extensions.
Assisted Transfer allows transfer of
a call to a destination, but allows the call to return
to IP Office Voice Mail Pro automatically for other
options should the called party be engaged, or not
answer within a predetermined time.
By testing conditions (such as
whether out-of-hours), calls can be routed depending on
system or user-definable criteria. Conditions are
constructed from a set of basic elements. These elements
can be combined within a single condition to create
complex rules. For example, the Week Planner can be used
to define the company’s standard working hours, and then
combined with the calendar to define exception days such
as public holidays / vacation.
IP Office Voice Mail Pro also offers
the concept of modules. Modules allow you to create
sequences of actions that you want to share between a
number of different call routing scenarios. These
modules can be used to create a library of vertical
voicemail applications or just easy dissemination to
other IP Office voicemail sites, thanks to its import
and export functionality.
IP Office Voice Mail Pro can also
trigger external actions such as activating the external
relays on the IP Office. For example, remotely checking
the status of the office heating and then turning it on
from your Mobile/Cell Phone on your drive in to work.
IP Office Voice mail Pro provides the
ability to allow a caller to select the language in
which they require the system to respond in.
Finally, a Speaking Clock, that takes
its time from the Voicemail server, is built into
VoiceMail Pro to minimize call charges.
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Integrated Messaging Solutions:
The PhoneManager application delivers this advantage by
allowing you to control the telephone terminal from a
PC-making traditional call centre information such as
caller identification, number dialled by the caller,
call history, and queue monitoring available to every
employee.
Integrated
Messaging Pro (Microsoft Exchange only)
Integrated Messaging Pro allows
increased productivity through easier management and
prioritization of email and voicemail messages through
one inbox. This optional application integrates IP
Office VoiceMail Pro and Microsoft Exchange email
systems.
With Integrated Messaging Pro
software installed on your PC you will find that your
Voicemail messages will appear in your Inbox along with
your Email messages. A Voicemail message is shown with a
telephone icon. To listen to the message open it by
double clicking on it.
By keeping the voicemail messages
on the Voicemail Server, bandwidth is kept to a minimum
(each message is only a few hundred bytes rather than a
few Megabytes) and therefore reduces the load on the
computer network). When message files are transferred
from the Voicemail server to the Email server using
Integrated Messaging Pro the files are compressed using
GSM compression to reduce the overhead on the network
(approximately 1:11 compression of a .WAV file).
Users can listen to their
voicemails either through their PC speakers, an
associated desktop terminal, at home or on a Mobile/Cell
Phone if diverts are set at the desktop. The latter
option is useful when working from home or on the road
as it avoids downloading large voicemail files for
playback on a multimedia PC.
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Integrated Messaging Pro user interface
The interface offers the following
options to the user of Integrated Messaging Pro on IP
Office:
●
Outlook.
• Playback via your handset,
multimedia PC or Mobile/Cell Phone
• Forward voicemails to other
mailboxes
• Delete
• Answer in any order
• Copy
• Fast Forward
• Rewind
• Time and Date stamp
• CLI/ANI information if external,
or caller’s name if internal
When presented in Outlook,
voicemails will appear similar to emails. Contained
within the header message will be the caller’s number
information (if the CLI/ANI is available) or a name if
the call is internal. If the name is not contained
within the IP Office directory then the extension number
will be shown.
With Integrated Messaging Pro, the
email server and desktop terminal are synchronized i.e.
deleting a voicemail will remove the relevant email
notification and, vice versa, the red message waiting
light on the desktop telephone terminal will disappear
if a voice message is deleted within Outlook.
Within Intuity mode on VoiceMail Pro voicemail messages
can be marked as Private or Priority. Any Priority
message received is shown with a red exclamation next to
the telephone icon. A private message is indicated with
a padlock shown in the toolbar when a message is opened.
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