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Voicemail

Navigation: Call Management > Groups > Add/Edit Group > Voicemail

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.

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 (User | Source 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.

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 Default = On

When on, the mailbox is used by the system to answer the any calls to the group that reach the Voicemail Answer Time. Note that selecting off does not disable 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 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.

Voicemail Answer Time 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 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).

If a voicemail message is left for the hunt group and Broadcast is enabled, 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.

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.