Voicemail

Last Updated : Feb 08, 2024 |
Navigation: Group | Voicemail
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Resource Id: GroupVoicemail:11871
The system supports voicemail for hunt groups in addition to individual user voicemail mailboxes.
If voicemail is available and enabled for a hunt group, it is used in the following scenarios.
Scenario
Description
Group No Answer Time
For 11.1 FP1 and higher, the use of voicemail to answer calls during normal operation is controlled by the group's Fallback settings.
Voicemail Answer Time
This option is only used for pre-11.1 FP1 systems. A call goes to voicemail when this timeout is reached, regardless of any announcement, overflow, queuing or other settings. The default timeout is 45 seconds.
Unanswered Calls
A call goes to voicemail when it has been presented to all the available hunt group members without being answered. If overflow is being used, this includes be presented to all the available overflow group members.
Night Service
A call goes to voicemail if the hunt group is in night service with no Night Service Fallback Group set.
Out of Service
A call goes to voicemail if the hunt group is out of service with no Out of Service Fallback Group set.
Queue Limit Reached
If queuing is being used, it overrides use of voicemail prior to expiry of the Voicemail Answer Time, unless the number of queued callers exceeds the set Queue Limit. By default there is no set limit.
Automatic Call Recording
Incoming calls to a hunt group can be automatically recorded using the settings on the Hunt GroupVoice Recording tab.
When a caller is directed to voicemail to leave a message, the system indicates the target user or hunt group mailbox.
The mailbox of the originally targeted user or hunt group is used. This applies even if the call has been forwarded to another destination. It also includes scenarios where a hunt group call overflows or is in fallback to another group.
Voicemail Pro can be used to customize which mailbox is used separately from the mailbox indicated by the system.
By default no user is configured to receive message waiting indication when a hunt group voicemail mailbox contains new messages. Message waiting indication is configured by adding a H groupname record to a user's SourceNumbers tab (UserSource Numbers).
By default, no mechanism is provided for access to specific hunt group mailboxes. Access needs to be configured using either a short code, programmable button or source number.
  • Intuity Emulation Mailbox Mode:For systems using Intuity emulation mode mailboxes, the hunt group extension number and voicemail code can be used during normal mailbox access.
  • Avaya Branch Gateway Mailbox Mode or IP Office Mailbox Mode: For this mode of mailbox access, short codes or a Voicemail Collect button are required to access the mailbox directly.
The voicemail system (Voicemail Pro only) can be instructed to automatically forward messages to the individual mailboxes of the hunt group members. The messages are not stored in the hunt group mailbox.
These settings are mergeable. Changes to these settings do not require a reboot of the system.
Field
Description
Voicemail On
Note:
From 11.1 FP1 IP Office system onwards, you can configure Voicemail On through Group No Answer Destination under Group | Fallback tab.
Default = On
When on, the mailbox is used by the system to answer the any calls to the group that reaches the Voicemail Answer Time. Note that selecting off does not disable the use of the group mailbox. Messages can still be forward to the mailbox, and recordings can be placed in it. The mailbox can also still be accessed to collect messages.
When a caller is directed to the voicemail to leave a message, the system indicates the target user or hunt group mailbox.
  • The mailbox of the originally targeted user or hunt group is used. This applies even if the call was forwarded to another destination. It also includes scenarios where a hunt group call overflows or is in fallback to another group.
  • Voicemail Pro can be used to customize which mailbox is used separately from the mailbox indicated by the system.
Voicemail Answer Time
Note:
From 11.1 FP1 IP Office system onwards, you can configure Voicemail Answer Time through Group No Answer Time under Group | Fallback tab.
Default = 45 seconds. Range = Off, 1 to 99999 seconds.
This setting sets how long a call should be presented to a hunt group, and its overflow groups if set, before going to the voicemail. When exceeded, the call goes to voicemail (if available) regardless of any announcements, overflow, queuing, or any other actions. If set to Off, voicemail is used when all available members of the hunt group have been alerted for the no answer time.
Voicemail Code
Default = Blank. Range = 0 (no code) to 15 digits.
A code used by the voicemail server to validate access to this mailbox. If remote access is attempted to a mailbox that has no voicemail code set, the prompt "Remote access is not configured on this mailbox" is played.
The mailbox access code can be set through IP Office Manager or through the mailbox telephone user interface (TUI). The minimum password length is:
  • Voicemail Pro (Manager) - 0
  • Voicemail Pro (Intuity TUI) - 2
  • Embedded Voicemail (Manager) - 0
  • Embedded Voicemail (Intuity TUI) - 0
Codes set through the Voicemail Pro telephone user interface are restricted to valid sequences. For example, attempting to enter a code that matches the mailbox extension, repeat the same number (1111) or a sequence of numbers (1234) are not allowed. If these types of code are required they can be entered through Manager.
Manager does not enforce any password requirements for the code if one is set through Manager.
  • Embedded Voicemail For Embedded Voicemail running in IP Office mailbox mode, the voicemail code is used if set.
  • IP Office mode The voicemail code is required when accessing the mailbox from a location that is not set as a trusted number in the user's Source Numbers list.
  • Intuity Emulation mode By default the voicemail code is required for all mailbox access. The first time the mailbox is accessed the user will be prompted to change the password. Also if the voicemail code setting is left blank, the caller will be prompted to set a code when they next access the mailbox. The requirement to enter the voicemail code can be removed by adding a customized user or default collect call flow, refer to the Voicemail Pro manuals for full details.
  • Trusted Source Access The voicemail code is required when accessing the mailbox from a location that is not set as a trusted number in the user's Source Numbers list.
  • Call Flow Password Request Voicemail Pro call flows containing an action where the action's PIN code set to $ will prompt the user for their voicemail code.
Voicemail Help
Default = Off
This option controls whether users retrieving messages are automatically given an additional prompt "For help at any time press 8." If switched off, users can still press 8 for help. For voicemail systems running in Intuity emulation mode, this option has no effect. On those systems the default access greeting always includes the prompt "For help at any time, press *4" (*H in the US locale).
Broadcast
Default = Off. (Voicemail Pro only).
When enabled, if a voicemail message is left for the hunt group, copies of the message are forwarded to the mailboxes of the individual group members. The original message in the hunt group mailbox is deleted unless it occurred as the result of call recording. This feature is not applied to recordings created by Voice Question actions.
UMS Web Services
Default = Off.
This option is used with Voicemail Pro. If enabled, the hunt group mailbox can be accessed using either an IMAP email client or a web browser. Note that the mailbox must have a voicemail code set in order to use either of the UMS interfaces. UMS Web Service licenses are required for the number of groups configured.
In the License section, double-clicking on the UMS Web Services license display a menu that allows you to add and remove users and groups from the list of those enabled for UMS Web Services without having to open the settings of each individual user or group.
Voicemail Email:
Default = Blank (No voicemail email features)
This field is used to set the user or group email address used by the voicemail server for voicemail email operation. When an address is entered, the additional Voicemail Email control below are selectable to configure the type of voicemail email service that should be provided.
Use of voicemail email requires the Voicemail Pro server to have been configured to use either a local MAPI email client or an SMTP email server account. For Embedded Voicemail, voicemail email is supportedand uses the system's SMTP settings.
The use of voicemail email for the sending (automatic or manual) of email messages with wav files attached should be considered with care. A one-minute message creates a 1MB .wav file. Many email systems impose limits on emails and email attachment sizes. For example the default limit on an Exchange server is 5MB.
Voicemail Email
Default = Off
If an email address is entered for the user or group, the following options become selectable. These control the mode of automatic voicemail email operation provided by the voicemail server whenever the voicemail mailbox receives a new voicemail message.
Users can change their voicemail email mode using visual voice. If the voicemail server is set to IP Office mode, user can also change their voicemail email mode through the telephone prompts. The ability to change the voicemail email mode can also be provided by Voicemail Pro in a call flow using a Play Configuration Menu action or a Generic action.
If the voicemail server is set to IP Office mode, users can manually forward a message to email.
The options are:
  • Off If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension.
  • Copy If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, a copy of the message is attached to an email and sent to the email address. There is no mailbox synchronization between the email and voicemail mailboxes. For example reading and deletion of the email message does not affect the message in the voicemail mailbox or the message waiting indication provided for that new message.
  • Forward If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, that message is attached to an email and sent to the email address. No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication. As with Copy, there is no mailbox synchronization between the email and voicemail mailboxes. Users can also select this mode by dialing *01 from their extension.
    Note that until email forwarding is completed, the message is present in the voicemail server mailbox and so may trigger features such as message waiting indication.
  • UMS Exchange 2007 With Voicemail Pro, the system supports voicemail email to an Exchange 2007 server email account. For users and groups also enabled for UMS Web Services this significantly changes their mailbox operation. The Exchange Server inbox is used as their voicemail message store and features such as message waiting indication are set by new messages in that location rather than the voicemail mailbox on the voicemail server. Telephone access to voicemail messages, including Visual Voice access, is redirected to the Exchange 2007 mailbox.
  • Alert If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, a simple email message is sent to the email address. This is an email message announcing details of the voicemail message but with no copy of the voicemail message attached. Users can also select this mode by dialing *02 from their extension.
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