Avaya Unified Messenger Concepts and Planning Guide · 2002-11-22 · Avaya Unified Messenger 5.0...

Avaya Unified Messenger®

Concepts and Planning Guide

Version 5.0

Avaya Inc.211 Mount Airy RoadBasking Ridge, New Jersey 07920

www.avaya.com

Your comments are welcome. They can assist us in improving our documentation. Please address yourcomments to [email protected]

© 2002 Avaya Inc. All rights reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and many beregistered in certain jurisdictions. Unless otherwise specified, all trademarks identified by ® and ™ areregistered trademarks or trademarks, respectively, of Avaya Inc. Microsoft is a registered trademark ofMicrosoft Corporation. IBM, Lotus and Domino are trademarks or registered trademarks of InternationalBusiness Machines Corporation. All other trademarks are the properties of their respective owners.

http://www.avaya.com

mailto:[email protected]

101-1620-009

Preface

Overview

This guide provides:

! The concepts underlying Avaya Unified Messenger, includingvoice mail domains, addressing, client and server operations, andtelephony concepts.

! A description of the hardware and software components of AvayaUnified Messenger.

! A glossary of Avaya Unified Messenger terms.

Audience

This guide is intended for use by anyone recommending, purchasing, orinstalling Avaya Unified Messenger, and those interested in learning moreabout Avaya Unified Messenger. Readers should be familiar with theconcepts and operation of Microsoft® Windows and Microsoft Exchangeor IBM® LotusTM Domino® server.

iii

Avaya Unified Messenger 5.0 Concepts and Planning Guide

Conventions

The following conventions are used in this guide:

Avaya Unified Messenger Documentation

See the following documentation for more information about AvayaUnified Messenger:

! Avaya Unified Messenger Administrator’s Guide, 101-1618-009

Provides information on administering the Avaya UnifiedMessenger system.

! Avaya Unified Messenger Voice Card Installation Guide,101-1955-002

Describes how to install and configure voice cards tocommunicate with the PBX.

! Avaya Unified Messenger Telephone User Interface Online UserGuide

Provides information on using the telephone user interface.

! Avaya Unified Messenger At-A-Glance, 101-1622-006

Provides at-a-glance information on using Avaya UnifiedMessenger from the telephone user interface.

! Configuration Notes

Provides integration information for several types of PBX and faxdevices. Available from your Avaya Unified Messenger supportrepresentative or at the Avaya Support Centre atsupport.avaya.com

Convention Description

Initial Capitals Names of applications, programs, menu items, anddialog boxes

italic type Book titles

This section contains information applicable toAvaya Unified Messenger® Solution — Microsoft®

Exchange version only.

This section contains information applicable toAvaya Unified Messenger® Solution — IBM®

LotusTM Domino® version only.

iv 101-1620-009

Preface

! Voice card documentation

Provides information on installing Dialogic or Brookrout voicecards, and on installing and configuring driver software andfirmware.

Brooktrout documentation is available on the Avaya UnifiedMessenger CD-ROM.

Documentation for Microsoft Exchange version only

! Server installation Guides:

— Avaya Unified Messenger Solution — Microsoft Exchange2000 version Installation Guide, 101-2019-000

— Avaya Unified Messenger Solution — Microsoft Exchange5.5 version Installation Guide, 101-2018-000

Provides information on the installation process for AvayaUnified Messenger server components.

! Avaya Unified Messenger Client Installation Guide,101-1953-001

Provides information on how to install the Avaya UnifiedMessenger client interface.

! Avaya Unified Messenger Client User Guide, 101-1987-000

Provides information on how to use the Avaya UnifiedMessenger client interface.

Documentation for IBM Lotus Domino version only

! Avaya Unified Messenger — IBM Lotus Domino versionInstallation Guide, 101-2020-000

Provides information on the installing Avaya Unified Messengerserver components for IBM Lotus Domino installations.

! Lotus Domino Unified Communications Services for Avaya,Administrator’s Guide

Provides information on installing and configuring DominoUnified Communications Services for Avaya Unified Messenger.Available with Domino Unified Communication Services.

101-1620-009 v


Avaya Unified Messenger support

For Avaya Unified Messenger support, visit the Avaya Support Centre atsupport.avaya.com

For important, up-to-date information on Avaya Unified Messenger, seethe Readme file available on the Avaya Unified Messenger CD-ROM.

vi 101-1620-009

Contents

Chapter 1 Introducing Avaya Unified MessengerIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-2

Benefits summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Scalability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Unified messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Mobility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Interoperability with other Avaya voice mail systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-4

Multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-4

Ease of administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-5

Product features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-6

Accessing, composing, and sending messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-6

Mailbox personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-7

Message notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-8

Chapter 2 System ArchitectureVoice mail domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

Networked components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4

Telephone User Interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-5

Desktop PC clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6

Desktop PC clients (Microsoft Exchange version) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6

Desktop PC clients (IBM Lotus Domino version) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-7

E-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

Microsoft Exchange server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

IBM Lotus Domino server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

Subscriber administration tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-9

vii101-1620-009


Subscriber administration (Microsoft Exchange version) . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

Subscriber administration (IBM Lotus Domino version) . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

Avaya Unified Messenger server components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

Voice Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

Tracing Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12

Call Me Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12

Message Waiting Indicator Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13

Fax server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14

PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15

System administration tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15

Voice Mail System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15

Operation History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Reporting Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Port Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Visual Voice Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Caller Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Octel Analog Networking Gateway administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17

Audio encoding formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

Chapter 3 Sizing the SystemDesign rules for voice mail domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

General voice mail domain rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

Rules for Exchange 2000 messaging environments only . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Rules for Exchange 5.5 messaging environments only. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Rules for IBM Lotus Domino messaging environments only. . . . . . . . . . . . . . . . . . . . . . . . 3-4

Capacity planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

Calculating the number of Voice Servers required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Planning for redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12

Voice Server redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12

Microsoft Exchange server redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13

Hardware and software requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14

Minimum Voice Server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14

Minimum Call Me/MWI/Tracing Server requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17

Evaluating the additional load on e-mail servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18

Disk space requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18

Evaluating the additional network traffic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19

Using Avaya Unified Messenger with slow network connections. . . . . . . . . . . . . . . . . . . . . . . 3-21

Microsoft Exchange version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21

viii 101-1620-009

IBM Lotus Domino version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-26

Chapter 4 Designing Addressing SchemesIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2

Local mailbox numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Dial-by-Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Numeric addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-4

Chapter 5 Providing Interoperability with Existing Octel ServersIntroduction to Octel Analog Networking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2

Avaya Interchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

Octel Analog Networking messaging features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

Designing an Octel Analog Networking addressing scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-4

Setting up an Octel Analog Networking addressing scheme . . . . . . . . . . . . . . . . . . . . . . . . .5-4

Octel Analog Networking addressing scheme design rules . . . . . . . . . . . . . . . . . . . . . . . . . .5-5

Sample addressing schemes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-6

Addressing Octel Analog Networking messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

Addressing Octel Analog Networking recipients from Avaya Unified Messenger . . . . . . . .5-7

Addressing Octel Analog Networking messages to Avaya Unified Messenger recipients . .5-9

Providing single-site interoperability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-10

Automatic mailbox forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-10

Chapter 6 Establishing Security RulesEstablishing security rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Access to voice mail domain administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Access to subscriber account administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Access to subscriber mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-4

Chapter 7 Providing Interoperability with Fax ServersOverview of fax server interoperability with Avaya Unified Messenger . . . . . . . . . . . . . . . . . . .7-2

Requirements for fax server interoperability with Avaya Unified Messenger . . . . . . . . . . . . . . .7-3

Enabling fax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-4

Enabling subscribers for fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-4

Routing inbound fax calls to the third-party fax server . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-5

101-1620-009 ix


Chapter 8 Support for Message NotificationProviding call notification using third party messaging systems. . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Overview of Notify Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Notify Me capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Using Notify Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4

Providing support for Call Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5

Overview of Call Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5

Administering Call Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7

Using Call Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7

Providing Support for Find Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9

Overview of Find Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9

Using Find Me. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9

Providing support for Message Waiting Indicator (MWI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-10

Overview of MWI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-10

Administering MWI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-12

Using MWI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-12

Chapter 9 Telephony ConceptsTelephony components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2

Voice ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2

PBX integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3

Hunt groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5

Telephone answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-6

Telephony protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-7

Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-9

Voice card options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-10

Chapter 10 Avaya Unified Messenger Caller ApplicationsIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2

Caller Applications features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3

Caller Applications components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4

Running Caller Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4

Creating caller applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5

Saving caller applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5

Deploying caller applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-6

Associating caller applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-7

Joining a voice mail domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-9

New domain. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-9

x 101-1620-009

Existing domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-9

Homogeneous domain. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-10

Heterogeneous domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-10

Appendix A Sizing for Ports

Appendix B Grade of Service

Glossary

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1
Introducing Avaya Unified
Messenger

This chapter introduces Avaya Unified Messenger and discusses thefollowing topics:

! The benefits of using Avaya Unified Messenger

! Avaya Unified Messenger product features

1-1


Introduction

Today the Internet, e-mail, voice mail, and fax are established as strategic,enabling technologies at companies large and small. As a result, peopleare receiving both a larger volume and more types of messages than everbefore.

Each kind of message typically requires its own access medium(telephone, personal computer, or fax device) and support structure(capital equipment, management tools, and service procedures). The taskof retrieving, prioritizing, and storing messages can be inconvenient,complex, and time-consuming, even though it is expected that messagingenhances and streamlines the communications process.

To make this task easier, Avaya Unified Messenger leverages yourexisting Microsoft Exchange or IBM Lotus Domino infrastructure,eliminating the need to retain and manage separate voice and e-mailsystems. It provides:

! Messaging convenience

Enables subscribers to view, listen to, send, store, and retrieve alltheir messages from one mailbox (the “unified mailbox”) withwhatever access tool is the most convenient at any particulartime: telephone, desktop computer, portable computer, or faxdevice.

! Simplified messaging management

With Avaya Unified Messenger, organizations can simplifycommunications administration, maintain accurate messagingdirectories, and reduce communication costs.

! Interoperability

Utilizing Octel Analog Networking, Avaya Unified Messengersystems communicate with other Avaya Octel voice messagingsystems. This means that subscribers can exchange voicemessages with users on other Avaya Octel messaging servers thatsupport Octel Analog Networking.

Note: Octel Analog Networking is available with AvayaUnified Messenger Solution — Microsoft Exchangeversion only.

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Introducing Avaya Unified Messenger

Benefits summary

Avaya Unified Messenger uses your existing e-mail server to deliver atruly unified messaging architecture that meets the mission-criticaldemands of even the largest organization.

Scalability

By providing scalability from 4 to 690 ports connected to a single switch,Avaya Unified Messenger can support as many as 30,000 subscribers at asingle location.

Unified messaging

Avaya Unified Messenger provides a single interface to voice, e-mail andfax messages. Subscribers can retrieve, respond to, and manage allmessaging from a telephone, desktop PC with multimedia capability, orInternet connection.

! Telephone access

Subscribers can use the telephone user interface (TUI) to send,receive and manage voice, e-mail, and fax messages. E-mailmessages are “read” using Text-to-speech (TTS)1 conversions.

! PC access

Subscribers can send, receive, and manage their e-mail, voice andfax messages from a desktop PC. Subscribers can play voicemessages, using a multimedia PC or through the TUI, and replywith a voice message or e-mail.

Mobility

With Avaya Unified Messenger, subscribers can send and retrievemessages when away from the office. Enhanced notification functionalityensures quick response to any type of incoming communication – whetheronsite or remote. Subscribers can reply to a message, regardless of theform in which it was originally created, without having to switch to adifferent inbox or application.

Avaya Unified Messenger supports real-time Find Me capability, instanttelephone and pager notification, Message Waiting Indicator (MWI), andother advanced notification devices.

1. Powered By DECtalk® Text-to-Speech Technology (English version only)

101-1620-009 1-3


Interoperability with other Avaya voice mail systems

Avaya Unified Messenger supports Octel Analog Networking. Thissupport allows the Unified Messenger application to exchange voicemessages with any of Avaya's voice messaging systems, including theOctel 200, 300, 250, 350, and the INTUITY AUDIX servers.

Avaya Unified Messenger can connect to Avaya Interchange through theOctel Analog Networking protocol. Avaya Interchange is a gateway forproviding connectivity to Avaya and other vendors’ voice messagingsystems.

Note: Octel Analog Networking is available with Avaya UnifiedMessenger Solution — Microsoft Exchange version only.

Multiple language support

Avaya Unified Messenger supports multiple languages and allowsmultinational companies to use the system in virtually any of their officesworldwide. The TUI supports U.S., U.K., and Australian English;Canadian and Parisian French; German; Italian; Spanish; BrazilianPortuguese; Dutch; Japanese; Chinese; and Korean. It automaticallyprovides text-to-speech conversions based on the language of the e-mailmessage.

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Ease of administration

For each Avaya Unified Messenger subscriber, all voice mail, telephoneanswering, e-mail, fax, and data messages (including documents andforms) are stored on the e-mail server. This means that Avaya UnifiedMessenger offers administrators the following benefits:

! Leveraging your existing Microsoft Exchange or Lotus Dominoinfrastructure eliminates the need to retain and manage separatevoice and e-mail systems.

! All messaging administration can be handled by a singleadministrator.

! Management tools are combined into one application.

! A single directory for voice, e-mail, and fax messages simplifiessystem management.

! Updates to the directory are automatically replicated to allsystems, so changes need to be made only once for voice ande-mail.

! A common message transport infrastructure can be maintained.

! A single mailbox for each user allows for a simple, single point ofadministration.

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Product features

This section provides an overview of features of Avaya UnifiedMessenger available to Avaya Unified Messenger subscribers.

Accessing, composing, and sending messages

By consolidating voice, e-mail, and fax into a single mailbox, AvayaUnified Messenger subscribers can easily access, compose and sendmessages through the TUI or from a desktop PC.

! Using the TUI, subscribers can do the following:

— Send and listen to voice messages, e-mail messages, andsubject headers. E-mail messages and subject headers areread using text-to-speech (TTS)

— Reply to e-mail messages or voice messages with voice

— Forward e-mail messages or voice messages, with or withoutcomments

— Delete or save e-mail, voice messages, or fax messages

— Convert e-mail messages and attachments into faxes forprinting on a fax machine

— Reply to all, or reply only to the sender

— Create and send new voice messages

— Mark voice messages as urgent or low priority

— Send a voice message in the future (available with AvayaUnified Messenger Solution — Microsoft Exchange version)

! Using a desktop PC, subscribers can do the following:

— Send, forward, reply, and listen to voice messages using thetelephone or multimedia

— Reply to messages in one medium (for example, voice) withanother medium (for example, e-mail)

— Reply to all, or reply only to the sender

— Add text comments to a voice message

— Play back voice messages through a multimedia PC or atelephone

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— Store, delete, reply to, or forward e-mail, voice, or faxmessages

! Address voice messages using the e-mail directory

! Send, forward, or reply by voice across a local area network(LAN), a wide area network (WAN), or the Internet

Mailbox personalization

Avaya Unified Messenger allows subscribers to personalize their UnifiedMessenger mailbox using the TUI or desktop PC.

! Subscribers can use the Personal Configuration feature from theTUI to:

— Record greetings

— Enable or disable Avaya Unified Messenger features, such asFind me, Call Me, and Notify Me

— Set up call handing

— Configure a fax number for printing

— Record announcements for use in Caller Applications

— Change their password

! Subscribers can use the Unified Messenger Options feature fromthe desktop PC to:

— Record greetings

— Personalize call handing, such as call screening andout-of-office greetings

— Set up rules for message notifications

— Change their password

— Configure TUI options

— Configure desktop PC options

— Change the display language for Avaya Unified Messengerclient applications

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Message notification

Avaya Unified Messenger provides the following message notificationfeatures:

! Call Me

Alerts subscribers of new messages in their inbox by calling themat a designated number.

! Find Me

Redirects unanswered calls to another location, allowing callersto reach the Avaya Unified Messenger subscribers live.

! Notify Me

Notifies subscribers when calls arrive by sending callerinformation to a pager or other third-party notification device.

! Message Waiting Indicator (MWI)

Alerts subscribers of new messages by displaying a lamp or usinga stutter dial tone.

Note: MWI is not available with all switch integrations.

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2
System Architecture
This chapter introduces the Avaya Unified Messenger system architectureand describes some of its key concepts. It includes information about:

! Voice mail domain

! Networked components

! Telephone User Interface

! Desktop PC clients

! E-mail server

! Subscriber administration tools

! Server components

! System administration tools

! PBX

! Audio encoding formats

2-1


Voice mail domain

A voice mail domain is a group of Voice Servers that share the same set ofproperties. The Voice Servers in a voice mail domain can be seen as asingle “virtual” server for that domain. This virtual server allows anyAvaya Unified Messenger subscriber in the domain to use the telephoneuser interface (TUI) to call in, access their mailboxes, and retrieve theirmessages. Also, the virtual server can call the telephone of any subscriberwho runs PC client applications to play back voice messages.

Any changes made to the properties of a voice mail domain are updatedand replicated automatically to all Voice Servers in the domain. Voicemail domains provide the ability to store and retrieve properties thatbelong to a set of Voice Servers working together to provide integratedcall answering.

An organization can create multiple voice mail domains, for example, onein each major geographical site. Figure 2-1 shows a typicalimplementation. It consists of two voice mail domains, one in SanFrancisco with three Voice Servers and two e-mail servers, and one inLondon with one Voice Server and one e-mail server.

For information on designing voice mail domains see ‘‘Design rules forvoice mail domains’’ on page 3-2.

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System Architecture

1 PBX2 Subscribers VMD13 Tracing Server for VMD14 Voice Servers5 Tracing Server for VMD26 E-mail Server/Directory Server7 Subscribers VMD28 Call Me Server/MWI Server for VMD1

Figure 2-1. Example of implementation of voice mail domains

1

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2

3

4

4

4

4

5

6

7

6

6

2

7

LANSan Francisco

Voice mail domain 1

Voice mail domain 2

LANLondon

8

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Networked components

Figure 2-2 shows the networked components of the Avaya UnifiedMessenger environment. The networked components are described indetail in the following sections in this chapter.

1 Telephone User Interface (TUI)2 PC User Interface (Clients)3 E-mail server/Directory server4 Voice Server5 Tracing Server6 Call Me Server/MWI Server7 Fax server (optional)8 Fax (optional)9 PBX

Figure 2-2. Avaya Unified Messenger networked components

91

2

4 3

67

8

5

6

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System Architecture

Telephone User Interface

The telephone user interface (TUI) is an automated attendant and a voicemessaging system that provides subscriber and caller access to AvayaUnified Messenger through the telephone, and allows subscriberstelephone access to their inbox. It also provides voice mail subscriberswith a friendly and easy way to record, send, reply to, or forward voicemail messages.

Using the TUI, subscribers can access the following:

! E-mail, fax, and voice messages

Subscribers can use the text-to-speech conversion feature ofAvaya Unified Messenger to listen to e-mail messages and faxheaders over the telephone.

! Personal Configuration options

This feature enables subscribers to configure the main voice mailproperties of their mailbox, such as call answering options,prompts and greetings, and message access options.

101-1620-009 2-5


Desktop PC clients

Using client applications from a desktop PC, Avaya Unified Messengersubscribers can send and receive voice messages and configure their ownvoice mailbox settings.

Desktop PC clients (Microsoft Exchange version)

From a desktop PC, subscribers can use the following Avaya UnifiedMessenger applications:

! Avaya Unified Messenger Voice Form

The Avaya Unified Messenger Voice Form allows subscribers toreview and send voice messages from within Microsoft Exchangeclients such as Microsoft Outlook. The Voice Form includes avoice control that can be used to create and play voice messageseither using a telephone or from a multimedia PC. The voicecontrol provides familiar audio controls, such as, Pause, Stop,Skip ahead, and Skip back.

Using the Voice Form, subscribers can reply to and forward voicemessages with both voice and e-mail messages. They can alsoattach an e-mail or voice message to a fax message.

! Avaya Unified Messenger Voice Recorder

Avaya Unified Messenger Voice Recorder works independentlyfrom Microsoft Exchange and Avaya Unified Messenger’s VoiceForm. It allows subscribers to send voice mail andvoice-annotated items, without having to start up an e-mailapplication.

With the Voice Recorder, subscribers can record voice and embedrecordings as a voice object in an OLE or ActiveX application,such as Microsoft Word. Using Voice Recorder recipients of thedocument can listen to and change the recording.

! Avaya Unified Messenger Options

Avaya Unified Messenger Options enables subscribers to modifytheir mailbox settings at any time from their PC user interface.Subscribers can modify all or some of their mailbox settings,depending on how the mailbox is configured by the administrator.When a mailbox is initially enabled for voice mail, theadministrator sets subscriber defaults for incoming calls andmessage handling.

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System Architecture

Desktop PC clients (IBM Lotus Domino version)

From a desktop PC, subscribers can use the following IBM Lotus DominoUnified Communications services:

! Integrated voice mailbox

A specialized Lotus Notes mail file provides a combined Inboxfor all messages, as well as a Voice Inbox tailored for voicemessage display and management.

! Voice Message Form with Player/Recorder

The Voice Message Form, while maintaining the look and feelfamiliar to both Notes and iNotes Web Access clients, alsoincludes an integrated player/recorder that subscribers use tocreate and play voice messages either from a telephone or from amultimedia PC. The player/recorder provides familiar audiocontrols, such as, Pause, Stop, Skip ahead, and Skip back.

! Avaya Unified Messenger Options

Using Avaya Unified Messenger Options, subscribers can modifytheir mailbox settings at any time from the Notes client andDomino Administrator client. When the mailbox is initiallyenabled for voice mail, the administrator sets subscriber defaultsfor incoming call and message-handling. Depending on how theadministrator configures the mailbox, subscribers can modify allor some of their mailbox settings.

101-1620-009 2-7


E-mail server

Depending on your messaging environment, subscriber mailboxes arecreated and maintained on one of the following e-mail servers.

! Microsoft Exchange server

! IBM Lotus Domino server

Microsoft Exchange server

The Microsoft Exchange server is a Windows-based system foradministering subscriber mailboxes. The Microsoft Exchange servercommunicates with other Microsoft Exchange servers on the LAN, andwith servers on remote sites by means of a WAN or network dial-upconnection. Microsoft Exchange servers and can also communicate withother e-mail systems across the Internet.

Avaya Unified Messenger supports the Exchange 2000 server andExchange 5.5 server. With Exchange 2000, subscriber mailboxes are heldseparately from the server, in the Active Directory.

IBM Lotus Domino server

In the unified messaging environment, the Domino server provides asingle message store for each subscriber. This message store holds allmessages — voice, e-mail, and fax — that the subscriber receives. Inaddition, to manage attributes for Avaya Unified Messenger subscribersand Avaya Voice Servers, Domino uses a directory, which is keptup-to-date by replication. Whenever there is a change to one replica of thedirectory, the change is automatically replicated to all other replicas of thedirectory in the organization. This automatic synchronization ensures thatinformation about subscribers and about the configuration of the unifiedmessaging environment is always correct.

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System Architecture

Subscriber administration tools

Subscriber administration tools are used to set up and maintain AvayaUnified Messenger subscriber accounts.

Subscriber administration (Microsoft Exchange version)

Depending on the Microsoft Exchange messaging environment,administrators can use one of the following tools to administer voice mailaccounts for Avaya Unified Messenger subscribers:

! Avaya Unified Messenger Subscriber Administration

With this administration tool, administrators can enable users,groups, or contacts to use Avaya Unified Messenger underMicrosoft Exchange 2000 administration. Avaya UnifiedMessenger Subscriber Administration adds the UnifiedMessenger property page to Microsoft Exchange mailboxproperties in Windows Active Directory. On the UnifiedMessenger property page, administrators can configuresubscriber properties, and launch Unified Messenger Options.

! Voice Mail User Administration Extension

This administration tool extends the Microsoft 5.5 ServerAdministrator with voice mail administration for a mailbox.Administrators can enable a mailbox for voice mail and maintainvoice mail information for a Avaya Unified Messengersubscriber.

Subscriber administration (IBM Lotus Domino version)

The Domino Directory has been enhanced to store subscriber informationin the Person document. Access through the Notes client and DominoAdministrator client allows administrators to enable mail files for usewith Avaya Unified Messenger. In addition, administrators or subscriberscan modify Unified Messenger settings, such as the TUI password.Changes and actions initiated are completed and distributed throughoutthe entire Domino environment.

101-1620-009 2-9


Avaya Unified Messenger server components

Avaya Unified Messenger includes the following UM services:

! Voice Server

! Tracing Server

! Call Me Server

! MWI Server

Voice Server

The Voice Server acts as the gateway between the e-mail system and thetelephone system. It provides or supports the following functions:

! Call management. Provides an interface between the voice cardsand the Avaya Unified Messenger telephony applications.

! Messaging. Provides communication between the e-mailinfrastructure and the Avaya Unified Messenger applications.

! User Profile. Provides access to the data associated withindividual subscribers, such as their password and spoken name.

! Text-to-speech.1 The Voice Server includes a speech synthesissoftware that allows subscribers to hear their e-mail messagesover the telephone using a computer generated spoken voice. Thisfeature is also used for name confirmation when a recorded nameis not available.

! Administration, configuration, and addressing support.

! Octel Analog Networking gateway support. Allows users on oneAvaya voice messaging system to exchange messages with userson other Avaya voice mail systems.

Note: Octel Analog Networking is available with AvayaUnified Messenger Solution — Microsoft Exchangeversion.

! Significant Event Log. The Voice Server software recordssignificant events or alarms in the Windows Event Log.


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System Architecture

! Statistics and performance counters. The Voice Server softwareoutputs statistics and performance information using theWindows Performance Monitor.

! Operation history event generation. Voice Server softwarecomponents generate operation history events during theirexecution. These events are written to the operation historydatabase.

! Fax capability. The Voice Server software detects faxes andforwards them to third-party fax servers.

Note: To reduce processing demands, install the Voice Serversoftware on a dedicated machine.

Multilingualtext-to-speech

The Voice Server includes speech synthesis software that allowssubscribers to hear their e-mail messages over the telephone. This featureis also used for name confirmation when a recorded name is not available.Organizations that receive e-mail in more than one language can enablemultilingual TTS. Multilingual TTS identifies the language of e-mailmessages and reads them in that language. The following languages areavailable:

! English

! French

! German

! Spanish

! Dutch

! Italian

! Brazilian Portuguese

! Japanese

Find Me Find Me enables subscribers to set up schedules with an associated list ofphone numbers for forwarding unanswered calls. For more informationon Find Me, see ‘‘Providing Support for Find Me’’ on page 8-9.

Note: Find Me is only available with digital telephony integrations.

101-1620-009 2-11


Tracing Server

The Tracing Server records operational information about activity inAvaya Unified Messenger. Events, for example, port activity, are passedto the Voice Server in the voice mail domain and are stored in anoperation history database. An administrator can generate reports thatsummarize voice mail activity by using the Unified Messenger ReportingTool application.

The Tracing Server maintains connections with all Voice Servers in avoice mail domain and performs the following tasks:

! Collects all events generated by each Voice Server in a voice maildomain which are of interest to an administrator for diagnosticpurposes, for example, a message waiting state generated by theTUI

! Writes the events to the operation history database

! Periodically creates transactions from the operation historydatabase and writes them to the transaction database (optional)

! Periodically cleans up expired events from the operation historydatabase and from the transaction database (optional)

Call Me Server

Call Me allows subscribers to be called when messages meeting specifiedcriteria arrive in their mailbox. A Call Me Server uses the MailboxMonitoring service for checking when new messages arrive. It performsthe following tasks:

! Maintains a list of subscribers with active Call Me rules andstores information about each subscriber mailbox that has CallMe enabled

! Uses the Mailbox Monitor Server to monitor subscribers’mailboxes to determine when Call Me rules are met

! Requests a Voice Server in the voice mail domain to call thesubscriber at configured phone lists when Call Me is requested

For more information on Call Me, see ‘‘Providing support for Call Me’’on page 8-5.

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System Architecture

Message Waiting Indicator Server

The Message Waiting Indicator (MWI) Server alerts subscribers whenmessages meeting specified criteria arrive in their mailbox. Subscribersare alerted by either by a lamp indicator on their phone or an audible tone(stutter dialtone) when they pick up the receiver. An MWI Server uses theMailbox Monitoring service for checking when new messages arrive andan MWI service that determines when a subscriber’s indicator should beset or reset.

An MWI Server performs the following tasks:

! Maintains a list of subscribers with active MWI and storesinformation about each subscriber mailbox that has MWI enabled

! Uses the Mailbox Monitor Server to monitor subscribers’mailboxes to determine when MWI rules are met

! Prompts the Voice Server to set or reset MWI

Note: MWI is not available with all PBX integrations.

For more information on MWI, see ‘‘Providing support for MessageWaiting Indicator (MWI)’’ on page 8-10.

101-1620-009 2-13


Fax server

The fax server is a third-party component to which the Voice Serverdelegates all functionality related to sending and receiving faxes. AvayaUnified Messenger, in conjunction with a compatible fax server, offers thefollowing fax features:

! Fax messages can be received and stored in a subscriber’smailbox.

! Subscribers can send fax messages and e-mail messages to faxdevices for printing.

! A copy of a subscriber’s Inbox listing can be faxed to a fax devicethrough the TUI.

For more information on third-party fax server compatibility with AvayaUnified Messenger, see ‘‘Providing Interoperability with Fax Servers’’ onpage 7-1.

Incoming faxes Incoming faxes can be received in several ways, depending on how thesystem is set up with Direct Inward Dialing (DID):

! On systems with a single DID, callers call into a subscriber’smailbox and press Start on their fax device.

! On systems with multiple DIDs, fax calls can be sent directly tothe fax server.

! On systems without DID, callers call the subscriber’s automatedattendant from the fax machine’s telephone, select thesubscriber’s extensions by using either Dial-by-Name or byentering the subscriber’s extension number, and press Start ontheir fax device.

Once fax calls are received, Avaya Unified Messenger transfers the callfrom the Voice Server to the fax server. When the fax server answers thecall, the Voice Server identifies the intended recipient and switches thecall to the fax server to receive the fax. The fax server then delivers thefax message to the recipient’s mailbox.

E-mail messages that have attachments, for example, a document inMicrosoft Word or Microsoft Excel format, can be converted to faxformat by the fax server and can be printed to a fax device. The types ofattachments that can be printed to a fax device depend on the capabilitiesof the fax server.

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System Architecture

PBX

The telephone switch (PBX or Centrex) transfers calls from within theenterprise or from the outside telephone network (PSTN) to the VoiceServer.

By using PBX integration, the Voice Server receives information aboutcalls as they are routed, such as:

! Who the call was originally intended for (called party)

! Who placed the call (calling party)

! What caused the call to be directed to the Voice Server (forexample, there was no answer or the telephone was busy)

For information on PBX integration, see ‘‘PBX integration’’ on page 9-3.

System administration tools

Avaya Unified Messenger provides the following administration tools:

! Voice Mail System Configuration

! Operation History Viewer

! Reporting Tool

! Port Monitor

! Visual Voice Editor

! Caller Applications

! Octel Analog Networking Gateway administration

Voice Mail System Configuration

This application displays property pages for configuring and maintainingthe voice mail system. Properties that are shared across Voice Servers in avoice mail domain can be configured centrally. Changes made to a voicemail domain’s properties are replicated to all Voice Servers in the domain.

101-1620-009 2-15


Operation History Viewer

This tool lets administrators view events generated by voice mail systemactivity that are logged in the Avaya Unified Messenger operation historydatabase. Administrators can view live events as they are added to theoperation history database or they can view historical events.

Reporting Tool

This tool enables administrators to generate reports for monitoring voicemail system usage, for planning capacity, and for tracking security. Oncea report is generated, an administrator can zoom in on a specific area orprint the report for reference. Reports can also be exported to several fileformats or attached to a message sent as an e-mail attachment.

Port Monitor

This application provides a graphical interface for checking and changingthe status of ports on a Voice Server.

Visual Voice Editor

This application presents a graphical interface for recording customizedcompany prompts for use by the automated attendant, for example, theorganization’s Welcome greeting. Customized prompts can be recordedusing multimedia PC or a telephone. Visual Voice Editor displays audiodata as a waveform to enable precise editing of prompts.

Caller Applications

Caller Applications enables administrators to customize the AvayaUnified Messenger TUI by creating additional levels of menus andprompts.

For more information on Caller Applications, see ‘‘Avaya UnifiedMessenger Caller Applications’’ on page 10-1.

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System Architecture

Octel Analog Networking Gateway administration

Note: Octel Analog Networking is available with Avaya UnifiedMessenger Solution — Microsoft Exchange version.

Depending on the messaging environment, administrators can use one ofthe following tools to administer an Octel Analog Networking gateway:

! Octel Analog Networking Gateway Administration tool

This administration tool allows you to administer an OctelAnalog Networking gateway in the Microsoft Exchange SystemManager under Exchange 2000 administration. Using OctelAnalog Networking, Avaya Unified Messenger subscribers canexchange voice messages with any other Octel AnalogNetworking-enabled voice mail system, either at the same site orat remote sites.

! Octel Analog Networking Gateway Administration extension

This administration tool extends Microsoft Exchange 5.5 ServerAdministrator with administration for an Octel AnalogNetworking gateway. Using Octel Analog Networking, AvayaUnified Messenger subscribers can exchange voice messageswith any other Octel Analog Networking-enabled voice mailsystem, either at the same site or at remote sites.

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Audio encoding formats

Avaya Unified Messenger supports Global System for MobileCommunications (GSM) 6.10 audio encoding format. This audioencoding format has a coding rate of approximately 13 KB per second.

The GSM audio compression manager codec is available on all Windowsdesktops. Voice messages recorded by using Avaya Unified Messengerand sent to non-Avaya Unified Messenger users can be played back byusing Microsoft Sound Recorder or Media Player on a multimedia PCwithout requiring any additional software.

Note: If you have upgraded from an earlier version of AvayaUnified Messenger that used Rhetorex ADPCM, you cancontinue to use the Rhetorex ADPCM format. However, youcannot create new voice mail domains that use RhetorexADPCM. ADPCM is not available with Dialogic telephony.

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3
Sizing the System
This chapter discusses the main points to consider when determininghardware and software specifications for Avaya Unified Messenger. Itcontains information about:

! Voice mail domain design rules

! Capacity planning

! Calculating the number of Voice Servers required

! Hardware and software requirements

! Evaluating the additional load on the e-mail server

! Evaluating the additional network traffic

! Using Avaya Unified Messenger with slow network connections

3-1


Design rules for voice mail domains

When designing Avaya Unified Messenger voice mail domains, thefollowing rules must be observed.

General voice mail domain rules

! Each Voice Server can belong to one voice mail domain only.

! Each Voice Server must have at least one directory server.

! Each Voice Server has a single peer e-mail server. (A peer e-mailserver acts as host e-mail server for an Avaya Unified MessengerVoice Server.)

! Different Voice Servers in a voice mail domain can have differentdirectory servers.

! Different Voice Servers in a voice mail domain can have differentpeer e-mail servers.

! Each voice mail subscriber can belong to one voice mail domainonly.

! In a voice mail domain, there can be one Tracing Server only.

! In a voice mail domain, there can be one MWI Server only.

! In a voice mail domain, there can be one Call Me Server only.

! An e-mail server can be a peer server for more than one VoiceServer.

! An e-mail server can be a host to more than one voice maildomain.

! Each directory server can be a server of more than one VoiceServer.

! Each directory server can be a server of more than one voice maildomain.

! There can be several PBXs in a voice mail domain. However,each PBX must be linked to its own Voice Server, and thenumbering plan must be the same for all PBXs. This ensures, forexample, that the automated attendant can use only an extensionnumber and transfer code to transfer calls to subscribers on thesame switch or on different switches.

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Sizing the System

! There is only one PBX integration link per Voice Server. Thismeans that if your PBXs are integrated, you need one VoiceServer per PBX or group of networked PBXs.

Note: To link one Voice Server to a group of networkedPBXs, the PBXs must be of the same type, and callsmust be transferred between the PBXs using thesame settings. The PBXs must be connected so thatwhen a call arrives at a Voice Server, the integrationinformation is the same, regardless of the originalnumber dialed.

Rules for Exchange 2000 messaging environments only

! Each Voice Server can have only one directory server. Thedirectory server must be an Active Directory Domain controllerconfigured as a global catalog.

! A Windows 2000 domain can contain more than one voice maildomain.

! A voice mail domain can contain subscribers in differentWindows 2000 domains.

Rules for Exchange 5.5 messaging environments only

! Each Voice Server can have only one directory server. Thedirectory server can be any Exchange 5.5 server.

! An Exchange 5.5 site can contain more than one voice maildomain.

! A voice mail domain cannot contain subscribers or Voice Serversin different Exchange 5.5 sites.

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Rules for IBM Lotus Domino messaging environments only

! Each Voice Server must have one directory server or cluster perDomino domain in which voice mail enabled users exist.

! A Domino domain may contain more than one voice maildomain.

! A voice mail domain may contain subscribers in more than oneDomino domain.

! When you create a voice mail domain, the peer directory serverfor the first Voice Server in the voice mail domain becomes theprimary server in the voice mail domain.

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Sizing the System

Capacity planning

Accurate port sizing is critical to the successful implementation of anyvoice processing application. A careful analysis of system traffic patternsmust be made. Specifically, the volume of calls generated by internalsubscribers and external callers to the system during the busiest hour ofthe day must be determined.

Busy hour traffic is used in the calculation to determine the number ofports needed to provide an acceptable level of service to the users. Mostnewer PBXs provide traffic statistic reports that can provide an accuratepicture of traffic patterns on the switch. When preparing theimplementation of a messaging system, the planner needs to study aminimum of one week’s traffic data to determine daily and hourly callvolumes.

With Avaya Unified Messenger, port usage and telephone user interface(TUI) characteristics differ from those in traditional voice mail systems.For example, the average message length may be shorter than in atraditional voice mail system. Alternatively, in an organization wheresubscribers dial in to listen to e-mail messages, more ports may berequired as the length of time that ports are busy may be higher than intraditional voice mail systems.

How to determinethe busy hour

Most PBXs can generate traffic reports that provide statistics on a weekly,daily, or hourly basis. Usually these reports break out the traffic statisticsby type of call, for example, incoming calls, outgoing calls, and calls tospecific hunt groups. These reports can be used to determine what thespecific traffic patterns are and when the busy hour occurs.

Suppose that during the course of a typical business week the trafficreport indicates that Monday is the busiest day for incoming calls. OnMonday a total of 3,500 calls are received, and the hourly statistics showthat the busiest hour of the day occurs between 9:00 a.m. and 10:00 a.m.,with 350 incoming calls. Therefore 9:00 a.m. to 10:00 a.m. is thecustomer’s busy hour.

Another way of expressing busy hour traffic is as a percentage of totaldaily traffic. In the example above, 350 busy hour calls is 10% of the3,500 total calls received for the day. If traffic statistics are not available,then an educated guess at busy hour traffic is required. The graphs inAppendix A, “Sizing for Ports” can be used as guidelines for estimatinghow many users can be supported with a given number of ports based onsome assumptions about average daily port usage per subscriber. Thesetables also provide for traffic patterns of 10%, 14%, and 18% busy hourtraffic.

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Units ofmeasurement forbusy hour traffic

Busy hour traffic is normally expressed in units of measurement such asminutes, Erlangs, or Centum Call Seconds (CCS).

Note: 1 CCS = 100 call seconds. For example, there are 3,600seconds in 1 hour. To determine the number of CCS in 1 hour,divide 3,600 by 100 to get 36 CCS.

Minutes, Erlangs, and CCS are different ways of expressing busy hourtraffic. For example, suppose that during busy hour, 120 calls aregenerated with an average length of 30 seconds each. This equals 3,600call seconds (120 x 30) of busy hour traffic. This same number can also beexpressed as 60 call minutes, 1 Erlang, or 36 CCS of busy hour traffic.That is:

Calculating theamount of busyhour traffic

Standard traffic-engineering tables are used to determine the propernumber of ports based on busy hour offered traffic. Offered traffic is thetotal traffic offered to a group of ports during the busy hour, includingcalls that are blocked. It is usually expressed in minutes, Erlangs, or CCS.

To calculate the total minutes of busy hour offered traffic, two variablesmust be known or estimated:

! The average number of calls generated during the busy hour. Thisis all calls, including incoming and outgoing.

! The average length of a call, also known as the average hold time(AHT), usually expressed in seconds or minutes. The hold timemust include call setup and tear-down time. Setup time startsfrom the moment a port is seized, that is, when ringing starts.Tear-down time is the time it takes for the port to be available toprocess another call after a caller hangs up or is disconnected bythe server.

3,600 call seconds(/60) = 60 call minutes(/60) = 1 call hour orErlang = 36 CCS

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Below is a telephone answering and messaging example with no otherapplications in use:

If 1,500 calls (forwarded and direct calls) are generated during the busyhour and the AHT of a call is 45 seconds, the total busy hour traffic can becalculated as follows:

1,500 calls x 45 seconds = 67,500 call seconds of busy hour offered traffic

To convert this total into call minutes, divide by 60:

67,500/60 = 1,125 call minutes

To convert this total into Erlangs, divide by 3600:

67,500/3600 = 18.75 Erlangs

To convert this total into CCS, divide by 100:

67,500/100 = 675 CCS

To predict busy hour traffic accurately, you must collect reliable trafficdata that reflects the calling patterns specific to an installation orapplication. If busy hour calls are underestimated, the number of portsmight not be sufficient to provide users with an acceptable level ofservice. If busy hour calls are overestimated, the additional number ofports increases the cost of providing the service needlessly. To calculatethe number of ports accurately, it is necessary to understand the conceptof “grade of service.”

Grade of service Grade of service (GOS) is the probability that an incoming call is blockedand, therefore, the caller hears a busy signal because all ports are in use.This is expressed as a percentage of callers who call during the busy hour.For example, if the number of ports is sized so that no more than 2 out of100 calls are likely to be blocked during the busy hour, the system is saidto provide a P.02 GOS. If no more than 5 out of 100 calls are likely to beblocked, the system provides a P.05 GOS. P.01 is a better GOS than P.05and, therefore, requires more ports.

Common industry GOS for messaging servers is P.01, P.02, P.03, andP.05.

There is a trade-off between cost and GOS. The choice is a businessdecision based on a number of factors, including an assessment of howcritical the application is to the business, and an assessment of the cost ofports required to provide the required GOS.

The tables in Appendix B “Grade of Service” show the maximum amountof busy hour traffic supported by a number of ports for each GOS.

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PBX integrationdevice sizing

As described in “PBX integration” on page 9-3, PBX integrations areaccomplished by different methods depending on the PBX type and thecapabilities of the PBX. Although all PBX integrations perform the samebasic functions, they all accomplish it in a slightly different manner.Therefore, the number of integration devices required to support a givennumber of ports varies based on:

! The number of integrated ports

! The type of integration device used

! The incoming call volume during the busy hour

Sizing outgoing callfeatures: IntercomPaging and OctelAnalog Networking

Outgoing call features include intercom paging and Octel AnalogNetworking message delivery. These features require the use of a port bythe Voice Server to place an outgoing call.

Note: Octel Analog Networking is available with Avaya UnifiedMessenger Solution — Microsoft Exchange version only.

The traffic generated by these features can significantly affect the GOS ifthis traffic is not included in the estimate of busy hour offered traffic. Ifoutcall delivery traffic is managed so that the majority of it occurs outsidethe busy hour, the impact on busy hour GOS is minimized. For instance,network delivery schedules can be defined to allow only urgent messagesfrom priority subscribers to be delivered during the busy period. If a largeamount of outgoing call traffic is expected during the busy hour, it mightbe preferable to size a separate group of outgoing ports and dedicate themto outcalling applications only.

For a conservative estimate of the number of ports required for outgoingOctel Analog Networking messages, use this calculation:

Number of ports = 1 + (average message length * estimated dailynumber of messages) / total daily duration of the window duringwhich Octel Analog Networking is free to outcall

Note: When using this calculation, the following is assumed:

! The ports are not taken up by other outgoing calls.

! The schedule is the same for all priority messages.

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Total estimated portrequirements

To summarize, when sizing the number of total ports required for anygiven server to provide a desired GOS, the following factors must beconsidered.

! Estimated total busy hour offered traffic generated by bothinternal and external callers

! Estimated total busy hour offered traffic generated by allapplications, including those that place outgoing calls

A system planner needs to allow for a safety or growth factor of 5% to15% when sizing the initial implementation.

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Calculating the number of Voice Servers required

Having established the total number of voice ports, it is possible toestimate the minimum number of Voice Servers needed. The minimumnumber of servers is equal to the total number of ports needed, divided bythe number of ports to be installed on each of the Voice Servers.

The number of ports that a Voice Server can support is restricted by thenumber of PCI slots available and the number of cards supported. Themaximum number of cards supported by a Voice Server is 6 for analog, 6for Set Emulation, 2 for E1 QSIG, and 3 for T1 QSIG.

To determine the correct (not the minimum) number of servers needed, itis necessary to consider the effects of the following factors:

! The voice mail domain design. For more information, see“Design rules for voice mail domains” on page 3-2.

! PBX configuration and integration. “PBX integration” on page9-3.

! The number of PCI slots available.

! The number of ports on the voice card.

Examples The examples in this section show the number of Voice Servers requireddepending on the telephony type and number of voice ports.

For more information on telephony types, see “Telephony protocols” onpage 9-7.

Analog telephony

In this example, an organization has 9000 subscribers requiring a total of92 voice ports.

! Number of available PCI slots per Voice Server = 6

! Number of voice cards = 12

! Number of ports per voice card = 8

! Number of Voice Servers required = 2

In this example, 6 voice cards will be required on each Voice Server.However, to allow for future expansion, administrators might want todistribute the ports across 3 Voice Servers.

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T1 QSIG telephony





! Number of Voice Servers = 2

QSIG telephony with Find Me

Each time a Find Me call is made, one voice port is used for the incomingcall and one voice port is used for the outgoing call. Therefore, ifsubscribers regularly use Find Me with QSIG, the number of portsrequired will be higher. This must be taken into account when calculatingthe number of Voice Servers required.

In this example, an organization has 9000 subscribers requiring a total of150 ports. This is based on the assumption that two-thirds of calls result ina Find Me call.




! Number of Voice Servers = 3

Set Emulation





! Number of Voice Servers required = 2

In this example, 6 voice cards will be required on each Voice Server.However, to allow for future expansion, administrators might want todistribute the ports across 3 Voice Servers.

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Planning for redundancy

When planning an Avaya Unified Messenger implementation, it isrecommended that you include redundancy. Redundancy means that whena server goes out of service, the system can continue to send and receivemessages.

Voice Server redundancy

Use the following guidelines when planning for Voice Server redundancy:

! Ensure that the voice ports are distributed evenly across VoiceServers in the voice mail domain. You can do this by installing anequal number of voice cards on each Voice Server. This ensuresthat if one or more Voice Servers is out of service, an adequatenumber of voice ports are still available.

For more information on voice ports, see “Voice ports” on page9-2.

! If you are using Set Emulation or QSIG telephony, ensure thatincoming port groups for all Voice Servers are in the same huntgroup. If incoming port groups are in different hunt groups, callspresented to a port group on a Voice Server that is out of servicemay not be routed to another voice port on an available VoiceServer.

For more information on hunt groups, see “Hunt groups” on page9-5.

! If you are using an integration device, such as PBXLink, you canplan for redundancy by using a separate integration device foreach Voice Server in the voice mail domain. This ensures that if aVoice server goes out of service, all remaining Voice Servers arestill connected to the switch.

! If you are using analog telephony, you can use wiring to enabletwo Voice Servers to be serviced by a single extension on thePBX. This ensures that if one Voice Server is not available, callsfrom the PBX extension can go to the other Voice Server.

Note: It is not necessary to plan for Voice Server redundancy forclient applications. If a Voice Server becomes unavailable,Avaya Unified Messenger automatically connects thesubscriber to another Voice Server in the voice mail domain.

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Microsoft Exchange server redundancy

If you are implementing Avaya Unified Messenger for MicrosoftExchange, you can achieve full redundancy by ensuring that each VoiceServer in the voice mail domain communicates with a separate peere-mail server. This means that if a peer e-mail server is out of service onlyone Voice Server is affected.

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Hardware and software requirements

This section lists the minimum recommended hardware and softwarerequirements for Avaya Unified Messenger.

Minimum Voice Server requirements

Table 3-1 lists the minimum recommended hardware requirements forinstalling the Voice Server under Windows 2000 Server or Windows 2000Advanced Server.

Table 3-2 lists the maximum number voice ports supported on a VoiceServer machine.

Table 3-2. Maximum number of voice ports supported per Voice Server

Table 3-1. Minimum System Requirements for the Voice Server

Ports Clock Speed RAM

Up to 12 ports 200 MHz Intel Pentium 128 MB RAM

16 to 24 ports 400 MHz Intel Pentium II 256 MB RAM

24 to 48 ports 500 MHz Intel Pentium III 512 MB RAM

48 to 69 ports 800 MHz dual processorIntel Pentium III

512 MB RAM

Ports

Analog 48

T1 CAS 48

T1 QSIG 69

E1 QSIG 60

Set Emulation 48

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Table 3-3 lists recommended voice cards.

The following are also required:

! A CD-ROM drive to install the software

! 1 GB of free disk space

! Brooktrout Installation Suite (if you are using Brooktrout voicecards)

Table 3-3. Recommended Voice Cards

Ports Voice Cards

Analog1

1. With Analog lines you can have up to 48 ports. However, you may berestricted by the number of PCI slots on your machine.

42

8

24

2. This card is supported but is no longer available for sale.

4-port Brooktrout VPS4 (US and Canadaonly)

4-port Brooktrout VPS4i (US international)

8-port Brooktrout PCI

24-port Brooktrout VRS24/ATSI combo (USand Canada only)

T1 QSIG 23 - 69 Dialogic D/240JCT-T1

E1 QSIG30 - 60 Dialogic D/300JCT-E1-120

Dialogic D/300JCT-E1-75

SetEmulation

8 - 48 Dialogic D/82JCT-U

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Table 3-4 lists the software requirements for installing the Voice Serverunder Windows 2000 Server or Windows 2000 Advanced Server.

Table 3-4. Software Requirements for Voice Server Installation

Software Version

MicrosoftWindows2000

Microsoft Windows 2000 Server with the latest servicepackorMicrosoft Windows 2000 Advanced Server with therecommended service pack.

MicrosoftExchange

Microsoft Exchange 2000 system management tools

or

Microsoft Exchange 5.5 with service pack 6a.

IBM LotusDomino

IBM Lotus Domino 5.0.10 or higher

MS-Outlook

Microsoft Outlook 2002 software

Microsoft Outlook 2000 software

Microsoft Outlook 98

MicrosoftInternetExplorer

Microsoft Internet Explorer 5 or higher

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Minimum Call Me/MWI/Tracing Server requirements

Table 3-5 lists the minimum recommended hardware requirements forinstalling these Avaya Unified Messenger Servers under Windows 2000Server or Windows 2000 Advanced Server:

! Call Me Server

! Message Waiting Indicator (MWI) Server

! Tracing Server

Table 3-5. Minimum System Requirements for the Call Me Server,MWI Server or Tracing Server

The following are also required:

! A CD-ROM drive to install the software

! 1 GB of free disk space

Table 3-6 lists the software requirements for installing the Call Me, MWIor Tracing Server under Windows 2000 Server or Windows 2000Advanced Server.

Number ofVoice Servers

Clock Speed RAM

≤ 2 200 MHz Intel Pentium II 128 MB RAM

≥ 2 400 MHz Intel Pentium II 256 MB RAM

Table 3-6. Software Requirements for Call Me, MWI or Tracing Server

Windows 2000

MS-WindowsVersion

Microsoft Windows 2000 Server with therecommended service packorMicrosoft Windows 2000 Advanced Server with therecommended service pack

MicrosoftInternetExplorer

Microsoft Internet Explorer 5 or higher

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Evaluating the additional load on e-mail servers

Implementing Avaya Unified Messenger affects the activity of the e-mailservers and the disk space usage. The extent of this effect depends on thetype of subscriber usage. For example, in an organization wheresubscribers are desk bound and where Avaya Unified Messenger is usedmostly for call answering, the additional load is considerably lighter thanin an organization where subscribers frequently access their mailboxesthrough the TUI.

For more detailed information on additional load on the e-mail servers,visit the Avaya Unified Messenger Support Centre at support.avaya.com.

Disk space requirements

With GSM encoding voice messages require a storage space of 1.62 KBper second (97.5 KB per minute).

Subscribermailboxes

A subscriber who receives five voice messages per day, with an averagemessage length of 60 seconds, requires 486 KB of storage space to keepall messages stored on the e-mail server or on another machine ifsubscribers store the messages in their personal folders. However, mostpeople have no need to store all of the messages they receive. Subscribersshould be encouraged to remove unnecessary copies of messages fromtheir e-mail client folders. For example, subscribers should make sure theDeleted Items and Sent Items folders do not retain copies of messageslonger than necessary.

Note: With Avaya Unified Messenger, port usage and TUIcharacteristics differ from those in traditional voice mailsystems. For example, the average message length can beshorter than in a traditional voice mail system.

Offline messagetaking

When the e-mail server is not running, all voice messages from outsidecallers are temporarily stored on the Voice Server. This offline spoolingfacility requires enough available disk space on the Voice Server to holdall voice mail coming in during that time. For example, about 0.4 GB offree disk space on the Voice Server is required to store 67 hours of voicemessages in GSM format.

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Evaluating the additional network traffic

Implementing Avaya Unified Messenger results in the flow of voice dataover the organization’s data network. This section provides theinformation required to calculate the additional network traffic generatedby an Avaya Unified Messenger system. This calculation is based onseveral factors, including:

! The number of Voice Servers in the voice mail domain (S)

! The number of ports on each Voice Server (P)

! The usage characteristics

! The voice encoding rate (13 kilobits per second for GSM)

When planning an Avaya Unified Messenger implementation, ensure thatthe link between the e-mail server and Voice Servers provides for lowlatency. Also, it is important that the e-mail server and domain controllershave good connectivity, and that the data network is responsive.

Worst-case networkload

To calculate the worst-case network load contributed by a voice maildomain, substitute the number of Voice Servers in the voice mail domainfor S and the number of ports on each Voice Server P in the followingformula:

Worst-case network bandwidth =S x P x 13 kilobits per second (GSM encoding)

For example, for a site with a voice mail domain containing five VoiceServers, each with 24 ports, the worst-case network bandwidth is5x24x13=1,560 kilobits per second. In addition, it is necessary to apply afactor to allow for the overhead applicable to the network protocols andoptions that are in operation.

This calculation is based on the worst-case assumption that all ports arerecording or playing voice data at the same time. It provides a calculationof the total network traffic potentially added, but no indication concerningthe direction or path taken by this data.

Dedicatedconnection

Average values will be much lower than indicated by the worst-casecalculation presented in the previous section. However, they can stillrepresent a significant load on the LAN connections between the VoiceServers and the e-mail servers. For that reason, each Voice Server in amultiserver environment needs to be given a dedicated switched Ethernetspur or switched token ring segment connecting directly into thebackbone network.

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Types of operations The Avaya Unified Messenger Voice Servers open data streams betweenVoice Servers and:

! E-mail servers

! Client systems

The actual e-mail server associated with each data stream depends on theoperation and, in some cases, the associated mailbox:

! The operation of telephone answering results in the establishmentof a data stream between the Voice Server and the Voice Server’speer e-mail server.

! The following operations result in the establishment of aconnection between the Voice Server and the e-mail servercontaining the mailbox of the relevant subscriber:

— Playing back a voice message over the telephone

— Recording a voice message to be sent to another subscriberusing the telephone

— A caller listening to one of the subscriber's prerecordedgreeting messages

It is possible, using the information above, to calculate the worst-case andnormal throughput requirement for each Voice Server and e-mail serverpairing.

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Using Avaya Unified Messenger with slow networkconnections

This section describes how data flow is affected by using Avaya UnifiedMessenger with slow network connections.

Microsoft Exchange version

With Avaya Unified Messenger - Microsoft Exchange version,applications move voice messages between client systems and:

! Avaya Unified Messenger Voice Servers

! Avaya Unified Messenger client systems and Exchange servers

How the data flows between systems is dependent on whether asubscriber uses multimedia or the telephone and whether voice messagesare recorded or played back.

This section explains how the data flow is affected by slow networkconnections, for example, Remote Access Services (RAS), when playingback or recording messages using multimedia or the telephone. It alsolists client applications and administration utilities that can be affected.

Note: This section does not address the connectivity between VoiceServers and Exchange servers. These require high-bandwidthand low-latency connectivity and are described in“Evaluating the additional network traffic” on page 3-19.

Using multimedia You can record and play back voice messages using a multimedia PC.

Recording voice messages

When you record a voice message, the message is stored on the client PCuntil recording is completed. Only then is the message copied to theExchange server mailbox. This means that a slow network connectiondoes not affect the recording process. However, a delay in copying themessage from the client PC to the Exchange server can be experienced.This delay depends on the message length and the network bandwidthbetween the client system and the Exchange server.

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Playing back voice messages

When you open a voice message, the audio data is downloaded from theVoice Server to the client PC. Before pressing the Play button, subscribersshould wait until the Progress bar indicates that all the voice data has beendownloaded. If they press the Play button while voice data is beingdownloaded, the playback pauses at the point where the slider catches upwith the progress bar, and the subscriber must then replay the message.This is illustrated in Figure 3-1.

If the Voice Player has been configured to play back voice messagesautomatically when opened, the message plays when all the audio datahas been downloaded, or after 10 seconds, depending on which is sooner.If the voice message plays while the audio data is being downloaded, theplayback pauses, and the subscriber must then replay the message.

Once all the audio data in a voice message has been downloaded to theclient PC, the slow network connection does not affect message playback.

Figure 3-1 shows an example of a message being played back while thevoice data is being downloaded.

1 Progress bar2 Slider

Figure 3-1. Using multimedia to play back a message

21

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Using the telephone Voice messages can be played back and recorded using the telephone.

Playing back voice messages

When you play back a voice message, the message is moved from theExchange server to a telephone via the Voice Server. The playback is notaffected by the speed of the client network connection. However, ifplayback controls are used, for example, fast forward or rewind, these arerouted through the network connection. Playback controls occupy littlebandwidth, so they are only slightly affected by a slow networkconnection.

Figure 3-2 shows the data flow when playing back messages by using thetelephone.

1 Exchange Server2 Voice Server3 RAS Server4 PBX5 Modem6 Telephone7 Client PC

Recording voice messages

When you are recording voice messages, the data must be copied from theVoice Server to the client PC through the slow network connection. thedata is stored on the client PC until the recording is stopped. Oncerecording is stopped, the message is copied to the Exchange servermailbox. Therefore, it is very important to have adequate networkbandwidth. Although lower speeds can work, a minimum speed of 56kilobits per second between the client PC and the Voice Server isrecommended.

Figure 3-2. Data flow when playing back messages, using the telephone

1 2

4

5 7

6

3

5

When playing backPublic

telephonenetwork

Playingback amessage

Playback controls

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Figure 3-3 shows the data flow when recording voice messages using thetelephone.

1 Exchange Server2 Voice Server3 RAS Server4 PBX5 Modem6 Telephone7 Client PC

The effect of slownetworkconnections onAvaya UnifiedMessengerapplications

This section lists Avaya Unified Messenger applications and describeshow each application is affected by slow network connections.

Avaya Unified Messenger Voice Form

If Avaya Unified Messenger Voice Form is used with multimedia, a slownetwork connection is sufficient.

If the Avaya Unified Messenger Voice Form is used with a telephone toplay back voice messages only, a slow network connection is sufficient.However, if voice messages are recorded, a connection of a higher speedis needed. For more information, see Figure 3-3 on page 3-24.

Using Microsoft Exchange Offline

If Microsoft Exchange is used in offline mode and messages aresynchronized with the Exchange server message store, it is recommendedthat you use multimedia equipment to listen to and record messagesinstead of the telephone.

Figure 3-3. Data flow when recording voice messages, using thetelephone

1 2

4

57

6

3

5

Recordinga message

When messageis saved or sent

When recordingPublic

telephonenetwork

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Avaya Unified Messenger Voice Recorder

It is recommended that you use Avaya Unified Messenger Voice Recorderwith a multimedia equipment, rather than the telephone, when you areusing a slow network connection.

Avaya Unified Messenger Options

A slow network connection can be used for all configuration operations,for example, setting call handling. However, a connection of a higherspeed is required when recording prompts and greetings over thetelephone.

Visual Voice Editor

It is recommended that you use multimedia or a 56 kilobits per secondnetwork connection to work with the Visual Voice Editor prompts.

Voice Mail User Administration Extension

A slow network connection can be used for all configuration operations,for example, setting call handling.

Port Monitor, Voice Mail System Configuration, Operation HistoryViewer, and Reporting Tool

Since none of these applications transmit voice messages, they all workover slow connections. Operation History Viewer and Reporting Toolconnect to the Tracing Server. If Operation History Viewer is to be used inlive mode, the network connection must have enough bandwidth for theamount of data to be viewed. This may be high for busy systems.

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IBM Lotus Domino version

There are no major issues with using Avaya Unified Messenger - IBMLotus Domino version over slow network connections. However, whenusing Avaya Unified Messenger over a slow network connection it isrecommended that users replicate their mail locally.

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4
Designing Addressing Schemes
This chapter introduces different forms of addressing and describes thefollowing addressing schemes:

! Local mailbox number

! Dial-by-Name

! Numeric addresses

4-1


Introduction

When sending voice messages, subscribers enter recipients’ addressesdifferently depending on whether they use the PC user interface or thetelephone user interface (TUI).

From the PC userinterface

Subscribers use the e-mail directory for addressing messages. An addressis always unique within the e-mail directory. An address entered at anylocation is automatically available at all locations within the organization.

The e-mail server supports an enterprise-wide directory, which has thefollowing benefits to Avaya Unified Messenger subscribers:

! The worldwide corporate directory uses unique identifiers validfrom anywhere in the enterprise.

! Directory information updated in one location is automaticallyavailable in every location.

From the TUI Avaya Unified Messenger supports five custom forms of addressing.These five forms are needed because the TUI does not provide a facilityto enter alphabetic characters easily. They also reduce the number ofdigits that are needed to address messages from the TUI. The five specialforms of addressing are as follows:

! Local mailbox number

! Dial-by-Name

! Numeric address

! Unified Messenger Alternative Voice Address (UMAVA)

! Octel Analog Networking address

This chapter contains information on the first three addressing schemes.For information on UMAVA and Octel Analog Networking addresses, seeChapter 5, ‘‘Providing Interoperability with Existing Octel Servers.’’

Note: UMAVA addressing and Octel Analog NetworkingAddressing are available with Avaya Unified MessengerSolution — Microsoft Exchange version.

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Local mailbox numbers

Local mailbox numbers are used to address any Avaya Unified Messengersubscriber within a voice mail domain from the TUI. Traditional voicemail systems typically use this form of addressing.

Within a voice mail domain, all local mailbox numbers must have thesame number of digits. Each local mailbox number must be unique withinthe domain. Many organizations use telephone extension numbers as localmailbox numbers.

In a Centrex environment, many organizations use only the last four orfive digits of the subscriber telephone numbers as local mailbox numbers.This provides a shorter number that is easy to enter, yet still unique. Otherschemes are also possible.

Note: A local mailbox number has no significance outside the voicemail domain. For example, it cannot be used as an element ofan Octel Analog Networking address.

Dial-by-Name

Dial-by-Name is a method of addressing messages by spelling therecipient’s name using the keys on the telephone keypad. Alternativelyyou can use Dial-by-Name to spell the recipient’s e-mail address, which isuseful if the recipient’s name includes far eastern characters.

To support Dial-by-Name addressing, Avaya Unified Messengermaintains an internal database of all recipients in the e-mail directory.This database is indexed by the DTMF codes corresponding to theirspelled names (in “last name, first name” order) and to their e-mailaddresses. Any user in the e-mail directory can be selected throughDial-by-Name addressing, making it equivalent to entering a recipient'sspelled name on the desktop PC. This provides a means of addressingmessages to Avaya Unified Messenger subscribers, users in the e-maildirectory, and users on other Octel systems.

Note: With Dial-by-Name, if subscribers do not record their ownnames, the TUI speaks their display names by usingtext-to-speech1 technology. This should be taken into accountwhen setting up a format for display names.


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Numeric addresses

A numeric address enables subscribers to address any Avaya UnifiedMessenger recipient in an organization.

Every Avaya Unified Messenger recipient must be assigned a uniquenumeric address. The numeric address allows a subscriber to send amessage to any recipient from the TUI without having to know therecipient’s location. The directory ensures that all numeric addresses areunique and makes them available to all locations within the organization.

The length of a numeric address must not be the same as the length of thelocal mailbox number in any voice mail domain within the organization.If the lengths conflict, Avaya Unified Messenger cannot distinguishbetween a local mailbox number and a numeric address. It assumes theaddress is a local mailbox number. To avoid conflicts with the length ofany local mailbox numbers, leading digits can be added to numericaddresses.

Organizations might choose to use telephone numbers for numericaddresses because they are unique. Other possible schemes include:

! A geographic location code associated with a local mailboxnumber

! Social security numbers

! Employee numbers

! Short numeric addresses, for example “55” for a Help Desk, or“1” for the CEO’s office

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5
Providing Interoperability
with Existing Octel Servers

This chapter describes how Avaya Unified Messenger for Microsoft cancommunicate with existing Octel servers. It introduces Octel AnalogNetworking, Avaya’s solution for voice networking between Octelservers. It includes information on:

! Designing an Octel Analog Networking addressing scheme

! Addressing Octel Analog Networking messages

! Providing single-site interoperability

Note: Octel Analog Networking is available with Avaya UnifiedMessenger Solution — Microsoft Exchange version.

5-1


Introduction to Octel Analog Networking

Octel Analog Networking is an application that allows users on oneAvaya Octel messaging system to exchange messages with users on otherAvaya Octel messaging systems. For example, organizations alreadyusing Avaya Octel’s messaging system can provide interoperability withAvaya Unified Messenger through Octel Analog Networking. This allowsthem to link all employees in one cost-effective messaging network that iseasy to use and manage.

With Octel Analog Networking, Voice Servers can be located in the samebuilding, in different cities, or in different countries around the world.Avaya Unified Messenger supports Octel Analog Networking as anExchange gateway. This allows Avaya Unified Messenger subscribers toexchange voice messages with users on Octel servers inside theirorganization. Subscribers can also exchange voice mail messages withusers outside of their organization, such as customers or vendors, as longas those users have Octel Voice Servers with Octel Analog Networkingsoftware.

Figure 5-1. Octel Analog Networking provides networking between Octelservers and Avaya Unified Messenger

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Providing Interoperability with Existing Octel Servers

Avaya Interchange

Avaya Interchange is a gateway for providing connectivity to Avaya andother vendors’ voice messaging systems. Using a “store-and-forward”approach to networking, the Interchange gateway receives messages,performs the necessary protocol conversions, and delivers the message toone or multiple recipients. With Avaya Interchange, all message routing,protocol conversions, administrative functions, and managementcapabilities reside on the Interchange server. Avaya Unified Messenger isconnected to the Avaya Interchange through the Octel AnalogNetworking protocol.

Octel Analog Networking messaging features

When sending or receiving messages via Octel Analog Networking,subscribers can:

! Mark messages as urgent.

! Request message confirmation.

! View envelope information.

! Reply to messages.

! Address messages by spelling a custom recipient’s name, orcontact’s name in the Active Directory, by using NameNet.

! Receive spoken name confirmation, by using NameNet.

NameNet™ NameNet allows users to address messages to custom recipients in theMicrosoft Exchange directory, or contact’s name in the Active Directory,by spelling the recipient's name on the telephone keypad. This feature isknown as Dial-by-Name.

NameNet also provides spoken name confirmation for Octel AnalogNetworking messages. With spoken name confirmation, the customrecipient’s name or a contact’s name, is played to the sender when themessage is addressed. Playing the name confirms that the message isbeing sent to the right person.

Note: With Dial-by-Name and spoken name confirmation, ifsubscribers do not record their own names, the TUI voicestheir display names, using text-to-speech. This should betaken into account when setting up a format for displaynames in Microsoft Exchange.

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Designing an Octel Analog Networking addressingscheme

To use the Octel Analog Networking gateway, the administrator mustdevise an Octel Analog Networking addressing scheme. If required,multiple addressing schemes can be set up for a single Octel AnalogNetworking node. Multiple addressing schemes allow Octel AnalogNetworking messages to be addressed in different ways to the samedestination system.

Setting up an Octel Analog Networking addressing scheme

An Octel Analog Networking addressing scheme consists of:

! A prefix

! Additional digits

! Mailbox length

Prefix A prefix is a number used by the sending system as a way of addressingOctel Analog Networking messages to the destination system. For moreinformation on setting up prefixes, see ‘‘Octel Analog Networkingaddressing scheme design rules’’ on page 5-5.

Additional digits Additional digits are the number of digits that the subscriber must enter inaddition to the prefix to form a complete Octel Analog Networkingaddress. Since an Octel Analog Networking address consists of the prefixfollowed by the mailbox number, additional digits are normally the sameas the number of digits in the mailbox number on the destination system.For example,

1234 (prefix) + 6002 (mailbox number)= 12346002 (Octel Analog Networking address)

In this example, the number of additional digits is 4, because 4 digits(6002) must be added to the prefix to form a complete Octel AnalogNetworking address.

In some cases, however, the prefix can include only some digits of themailbox number. For example:

1234 (prefix) + 4002 (mailbox number)= 1234002 (Octel Analog Networking address)

In this example, the number of additional digits is 3 (for the digits 002),because the 4 of the prefix overlaps with the 4 of the mailbox number.

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Mailbox length Mailbox length is the number of digits in the mailbox numbers on thedestination system.

Octel Analog Networking addressing scheme design rules

When designing Octel Analog Networking addressing schemes, thefollowing rules must be observed:

! The mailbox length must be equal or greater than 3 digits.

! The additional digits must be equal to or less than the mailboxlength.

! The number of digits in the prefix plus the additional digits mustbe equal or greater than the mailbox length.

! In multiple addressing schemes, no two prefixes can contain thesame first digits, if the sum of the additional digits and thenumber of digits in the prefix is the same in each case. For moreinformation, see “Sample addressing schemes” on page 5-6.

Note: This rule applies to addressing schemes across allOctel Analog Networking nodes in the organization.

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Sample addressing schemes

Table 5-1 shows examples of valid Octel Analog Networking addressschemes. Table 5-2 shows examples of invalid Octel Analog Networkingmultiple addressing schemes.

Table 5-1. Valid Octel Analog Networking multiple addressing schemes

Addressing scheme Why is this valid

prefix

1234

1234

12345

additionaldigits

4

5

5

mailboxlength

5

5

5

Although all the prefixes have thesame first digits, the sum of theadditional digits and the numberof digits in the prefix is differentin each case. (See rule 4.)

prefix

12345

4321

4322

4323

additionaldigits

3

4

4

4

mailboxlength

4

4

4

4

Although the sum of theadditional digits and the numberof digits in the prefix is the same(8), the first digits of the prefixare different in each case. (Seerule 4.)

Table 5-2. Invalid Octel Analog Networking multiple addressing schemes

Addressing scheme Why is this invalid

prefix

1234

12345

additionaldigits

4

3

mailboxlength

4

4

1234 has the same first digits as12345, and in each case, the sumof the number of digits in theprefix and the additional digits isthe same (8). (See rule 4.)

prefix

1234

1234

additionaldigits

5

6

mailboxlength

4

5

The number of additional digits isgreater than the mailbox length.(See rule 2.)

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Addressing Octel Analog Networking messages

Octel Analog Networking addresses provide a means of addressing voicemessages to recipients on a voice messaging server that supports Octelnetworking, such as an Octel Message Server.

Addressing Octel Analog Networking recipients from Avaya UnifiedMessenger

Two methods can be used for addressing messages to Octel AnalogNetworking recipients:

! Administered Octel Analog Networking addressing

! Casual Octel Analog Networking addressing

Administered OctelAnalog Networkingaddressing

With administered Octel Analog Networking addressing, theadministrator can do the following:

! Create an Octel Analog Networking custom recipient in theMicrosoft Exchange directory, or an Octel Analog Networkingcontact in the Windows 2000 Active Directory.

! Modify an existing directory object, such as a custom recipient ormailbox, to include a Unified Messenger Alternate VoiceMailAddress (UMAVA).

Custom recipients and contacts

Administrators can create Octel Analog Networking custom recipients inthe Microsoft Exchange directory or Octel Analog Networking contactsin the Windows 2000 Active Directory. Octel Analog Networkingrecipients with an Exchange mailbox in the organization must also have aseparate directory entry for their Exchange mailbox. This means thatOctel Analog Networking recipients can have two directory entries, onefor their e-mail mailbox, and one for their voice mailbox. To distinguishbetween the two, it is recommended that the voice mail directory entry isfollowed by “via voice mail”. Each Octel Analog Networking entry mustcontain the recipient’s Octel Analog Networking address and name.Directory entries are automatically replicated to all directory servers in anorganization.

To send a message to an Octel Analog Networking recipient from thetelephone user interface (TUI), the subscriber enters the Octel AnalogNetworking address and receives a spoken name confirmation.

To send a message to an Octel Analog Networking recipient from thedesktop PC, the subscriber selects the Octel Analog Networking recipientfrom the Microsoft Exchange Address Book.

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Unified Messenger Alternate VoiceMail Address (UMAVA)

Administrators can use UMAVA addressing for Microsoft Exchange userswho do not have Avaya Unified Messenger and for users of other e-mailsystems, such as cc:Mail, who have a custom recipient in the MicrosoftExchange directory or Octel Analog Networking contact in the Windows2000 Active Directory. UMAVA addressing eliminates the need for twodirectory entries for a single user, one for their e-mail mailbox and one fortheir voice mailbox, when addressing messages to Octel AnalogNetworking recipients from the telephone. This kind of addressing isparticularly beneficial to large organizations where there are many legacyvoice mailboxes.

With UMAVA, the Octel Analog Networking address of the legacy voicemailbox is added to the existing directory entry. The directory entrycontains two delivery addresses, one for e-mail, and one for voicemessages. UMAVA addresses are automatically replicated to allMicrosoft Exchange servers in an organization.

When sending a message to a recipient with a UMAVA address from thetelephone, subscribers hear the following prompt:

“To use the recipient’s e-mail address, press . To use the AlternateVoiceMail Address, press .”

If they select to use the recipient’s e-mail address, the message is sent tothe recipient’s e-mail mailbox. If they select to use a UMAVA address, themessage is sent, through the Octel Analog Networking gateway, to therecipient’s voice mailbox.

UMAVA addresses cannot be used from the desktop PC. Insteadsubscribers can use casual Octel Analog Networking addressing (see‘‘Casual Octel Analog Networking addressing’’ on page 5-9). To avoidhaving to enter the address each time, subscribers can be encouraged toadd Octel Analog Networking entries to their personal address books orpersonal contacts in Microsoft Outlook.

1

2

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Casual Octel AnalogNetworkingaddressing

To send a message to an Octel Analog Networking recipient from the TUIwith casual Octel Analog Networking addressing, the subscriber enters anOctel Analog Networking address. This address is made up of a prefixnumber and a mailbox number. The Octel Analog Networking gatewaydelivers the message to the address specified. Spoken name confirmationdoes not take place with casual Octel Analog Networking addressing.

To send a casual Octel Analog Networking message from the desktop PC,the subscriber enters an address of the type [OCTELAN:pppmmmm],where ppp is the prefix and mmmm is the mailbox number. If the OctelAnalog Networking recipient has a UMAVA directory entry, thesubscriber can copy the Octel Analog Networking address from theaddress properties and paste it in the “To:” line.

Addressing Octel Analog Networking messages to Avaya UnifiedMessenger recipients

To send an Octel Analog Networking message to an Avaya UnifiedMessenger recipient from a voice mail system with Octel AnalogNetworking, the user enters a network address. This network addressconsists of the prefix for the Avaya Unified Messenger Octel AnalogNetworking gateway node, followed by the numeric address for theAvaya Unified Messenger recipient.

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Providing single-site interoperability

Although Octel Analog Networking is generally used to link multiplesites, it can also be used to exchange messages between Avaya UnifiedMessenger subscribers and Octel message server users at the same site.When an Avaya Unified Messenger system and a Octel server share thesame PBX, Octel Analog Networking allows the two systems to operatelike a single Voice Server by using automatic mailbox forwarding.

Automatic mailbox forwarding

Automatic mailbox forwarding capability is provided by theFollow-Me-Forward feature on Octel servers with Aria™ software andthe Auto-Copy/Auto-Delete feature on Octel servers with Serenade™software. On systems that use automatic mailbox forwarding:

! Automated Attendant allows outside callers to use Dial-by-Nameto reach any user on the PBX regardless of which server (AvayaUnified Messenger or Octel message server) the user resides on.

! All messages sent to the mailbox on the Octel message server canbe forwarded automatically to the Avaya Unified Messengermailbox, if a subscriber has a mailbox on an Octel message serverand an Avaya Unified Messenger mailbox.

! When sending messages, Octel message server users can addressmessages to Avaya Unified Messenger subscribers in the sameway that they address messages to users on the Octel server, thatis, by entering a mailbox number. Messages for Avaya UnifiedMessenger subscribers are automatically forwarded to theirmailboxes on the Avaya Unified Messenger system.

Forwarding OctelAnalog Networkingmessages

With automatic mailbox forwarding, users on Octel servers at other sitescan send Octel Analog Networking messages to Avaya UnifiedMessenger subscribers without any changes to the Octel AnalogNetworking addressing scheme. The message is received in thesubscriber’s mailbox on the Octel server, where it is automaticallyforwarded to the Avaya Unified Messenger mailbox.

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6
Establishing Security Rules
This chapter describes Avaya Unified Messenger’s security features forpreventing unauthorized access.

6-1


Establishing security rules

Avaya Unified Messenger offers several features that reduce the risk offraudulent long distance charges, unintended disclosure of confidentialinformation, and decreased performance of the Voice Servers.

Access to voice mail domain administration

Administrators create and maintain voice mail domains and configure theVoice Servers in these domains. The Voice Mail System Configurationapplication presents a collection of property pages for performing thesetasks.

The Avaya Voice Servers run under the Microsoft Windows 2000. Allaccess to the servers is mediated by the Windows 2000 domain securitymechanism.

Access to the Voice Mail System Configuration application is strictlycontrolled through the Voice Mail System Configuration Securitycomponent. This enables administrators to maintain lists of users andgroups who are authorized to administer the voice mail domain. Forinformation on configuring security for a voice mail domain, see theAvaya Unified Messenger Administrator’s Guide.

Access to subscriber account administration

Avaya Unified Messenger administrators create and configure voice mailaccounts for subscribers. Under Exchange 2000, a property page has beenadded to Microsoft Exchange mailbox properties in Windows ActiveDirectory. Under Exchange 5.5, the Microsoft Exchange Administratorhas been extended to include the Unified Messenger property page.

Access to subscriber accounts is restricted to members of the AvayaUnified Messenger Subscriber Administrators ACL, which is configuredin Voice Mail System Configuration Security component. For informationon configuring security, see the Avaya Unified Messenger Administrator’sGuide.

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The Domino Directory has been enhanced to store subscriber informationin the Person document. Using the Domino Administrator, administratorscan enable mail files for use with Avaya Unified Messenger, manage arestricted set of Avaya Unified Messenger properties, and launch AvayaUnified Messenger Options.

Access to Avaya Unified Messenger subscriber information in theDomino Directory is restricted to members of an access control list (ACL)in the Domino Administrator. For more information on setting up an ACLfor DUCS administration, see Installing and Configuring Domino UnifiedCommunication Services.

Access to Avaya Unified Messenger Options is restricted to members ofthe Avaya Unified Messenger Subscriber Administrators ACL, which isconfigured in the Avaya Unified Messenger Voice Mail SystemConfiguration component. For information on configuring an ACL in theVoice Mail System Configuration component, see the Avaya UnifiedMessenger Administrator’s Guide.

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Access to subscriber mailboxes

Avaya Unified Messenger subscribers gain access to the e-mail serverfrom a desktop PC or through the telephone user interface (TUI). Accessto messages through the desktop PC is controlled by the security schemeestablished for e-mail users. Access through the TUI is controlled by asubscriber password. This password is set through Avaya UnifiedMessenger Options or through the TUI.

The following Avaya Unified Messenger features allow the administratorto minimize the risk of unauthorized access to the messaging server,messages and long distance lines.

Subscriberpassword for theTUI

Avaya Unified Messenger subscribers maintain a password for accessingtheir voice mail through the TUI. They can do this either from UnifiedMessenger Options on their desktop PC or through the telephone userinterface.

The administrator enables a subscriber account for voice messaging anddetermines the initial password for telephone access. The initial passwordcan be a randomly generated number. When subscribers access the voicemail system through the telephone user interface for the first time, ifEducator is enabled, they are prompted to change their passwords.Administrators can reset a subscriber password at any time, but they areunable to view the password.

Subscriber passwords for the telephone user interface can be from 0 to 32digits in length. The Avaya Unified Messenger administrator establishesthe minimum password length as a system-wide parameter. Increasing thenumber of digits in a password lowers the probability that anunauthorized user might guess it. For example, with a 6-digit password,the probability of guessing a password is 1 in 900,000.

The administrator can also enable password expiration that forcessubscribers to change passwords at predetermined time intervals.Changing passwords periodically reduces the chances of an unauthorizeduser gaining access to a subscriber’s mailbox.

Recipient’s nameconfirmation

Avaya Unified Messenger confirms the name of the recipient beforesending a voice message from one subscriber to another. This featuremakes it possible for senders of voice messages to ensure that theirmessages are delivered to the intended destination.

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Disconnectingcallers who enterincorrect passwords

If a caller enters an incorrect password to a subscriber’s account, AvayaUnified Messenger informs the caller of the error and requests entry of thecorrect password. The caller is offered another opportunity for tworeasons:

! The caller might have pressed keys quickly, inadvertently missingdigits.

! The caller might have recently changed his or her password andaccidentally entered the old password.

Avaya Unified Messenger can be configured to disconnect when athreshold of between one to three attempts has been met. If a caller doesnot enter the correct password in the allowed number of attempts, thecaller is automatically disconnected. This feature prevents unauthorizedusers from trying various numbers in an attempt to discover a password.

Handling callerswho make too manyerrors

Avaya Unified Messenger has the capability to disconnect or transfercallers who make too many errors while trying to navigate through thesystem. The number of errors — from 0 to 9 errors — can be configuredon a system-wide basis.

Monitoring systemusage reports

Avaya Unified Messenger provides two standard reports that allow theadministrator to monitor the system for potential misuse. These reportscan be generated using the Avaya Unified Messenger Reporting Tool.

! The Port Statistics report shows the number of calls coming intothe ports. Substantial activity occurring at unusual times of theday can be an indicator of unauthorized system usage.

! The Login Failures report records information about unsuccessfultelephone logins due to an incorrect password or mailbox numberhaving been entered. Numerous login failures might indicate thatunauthorized users have been trying to access Avaya UnifiedMessenger.

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Other securityprecautions

Additional security measures can be implemented on PBX or Centrexsystems.

Access restrictions can be imposed by limiting access to the lines used byAvaya Unified Messenger for call processing through toll restriction.Long distance carriers also have security services available to help controlunauthorized users. They can monitor normal usage and provideimmediate notification of unusually high long distance call activity.Organizations should contact their long distance carrier for moreinformation about these services.

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7
Providing Interoperability with
Fax Servers

This chapter describes how third-party fax servers interoperate withAvaya Unified Messenger. It includes information on:

! Overview of fax server interoperability with Avaya UnifiedMessenger

! Requirements for fax server interoperability with Avaya UnifiedMessenger

! Enabling fax

7-1


Overview of fax server interoperability with AvayaUnified Messenger

It is recommended that the third-party fax server resides on a separateserver. The fax hardware is connected to a fax hunt group on the PBX.

1 PBX2 Fax cards3 Voice cards4 Fax server that contains:

! Fax server software! Fax routing

5 Avaya Unified Messenger server that contains:! PBX integration/devices! Telephone user interface

6 Mail server that contains:! Message transport! Message database (mailboxes)! Directory! Windows 2000

7 Client machines that contain:! Avaya Unified Messenger software! Fax client software! Mail client! Windows 2000, Windows NT, Windows 98, Windows XP or Windows ME

Figure 7-1. Avaya Unified Messenger interoperability with third-party faxservers

1

2

3

4

5

6

7

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Providing Interoperability with Fax Servers

Requirements for fax server interoperability withAvaya Unified Messenger

The following are the requirements for third-party fax serverinteroperability with Avaya Unified Messenger:

! The fax server must be integrated with the mail system as ane-mail connector or an e-mail gateway for fax.

! The fax server must use addressing that is specific to AvayaUnified Messenger:

! With Microsoft Exchange, use a FAX addressing typespecific to Avaya Unified Messenger.

! With IBM Lotus Domino, use a specified foreign domainname for the right-hand part of an address. For example,nnnnn@FAX, where “FAX” is the foreign domain name.

This addressing is necessary to create one-off or ad-hoc addressesand to deliver messages to the fax server for transmission.

! The fax server must support DTMF detection and collection.

! The fax server must match the DTMF fax routing numbersupplied by Avaya Unified Messenger with a subscriber’s faxrouting address.

! The fax server must create faxes as e-mail messages with .TIFattachments and send them to the intended recipient.

! Depending on your messaging environment, the fax messagesplaced in the subscriber’s inbox should be identified by one of thefollowing:

! A unique message class (IPM.NOTE.FAX), so that they canbe detected as faxes by Avaya Unified Messenger (MicrosoftExchange version).

! A unique message type (FAX), so that they can be detected asfaxes by Avaya Unified Messenger (IBM Lotus Dominoversion).

Note: If a fax server does not support the message class ormessage type, Avaya Unified Messenger does notclassify messages as faxes. Instead, depending onyour fax server, the message is classified as a normale-mail message with TIFF attachments.

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Enabling fax

This section describes how to enable subscribers to use fax with AvayaUnified Messenger and route inbound fax calls to the third party faxserver.

Enabling subscribers for fax

Subscribers with fax-enabled mailboxes can use the telephone userinterface (TUI) to access fax messages in their mailbox. From the TUI,fax-enabled subscribers can route fax or e-mail messages (with or withoutattachments) to any fax device for printing.

Enabling fax for subscribers (Microsoft Exchange version)

Subscribers are fax enabled when a system administrator adds a faxrouting address (FAXROUTE:) as an e-mail address type for thesubscriber. The contents of the fax is passed to the fax server with theinbound call.

When a subscriber requests the printing of a fax or e-mail message, AvayaUnified Messenger forwards a copy of the message to a one-off address ofthe form [FAX:nnnnnnn], where FAX is the address type for the faxserver and nnnnnnn is the telephone number of the fax device supplied bythe subscriber.

Enabling fax for subscribers (IBM Lotus Domino version)

Subscribers are fax enabled when a system administrator adds a faxrouting address as an e-mail address type for the subscriber. The contentsof the fax is passed to the fax server with the inbound call.

When a subscriber requests the printing of a fax or e-mail message, AvayaUnified Messenger forwards a copy of the message to a ad-hoc address ofthe form nnnnnnn@FAX, where FAX is the address type for the faxserver and nnnnnnn is the telephone number of the fax device supplied bythe subscriber.

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Providing Interoperability with Fax Servers

Routing inbound fax calls to the third-party fax server

Like voice calls, fax calls placed to a subscriber’s extension are redirectedto the Voice Server when these calls encounter a ring-no-answer or busycondition. Whenever the Voice Server receives a call and detects that it isa fax, it places the call on hold and initiates a call to the fax server huntgroup.

After a fixed time delay (5-second default), Avaya Unified Messengersends fax routing information as DTMF codes to the fax server and thentransfers the fax call. The fax routing information sent by Avaya UnifiedMessenger is determined by retrieving the fax routing address for thesubscriber, based on the called extension number or entered mailboxnumber.

After the fax server receives the fax, it completes the following steps:

1. Determines the subscriber’s address by finding the subscriberwith a matching fax routing address

2. Creates an e-mail message with a .TIF attachment (TIFF group 3fax format)

3. Does one of the following:

! In Microsoft Exchange, sets the message class toIPM.NOTE.FAX

! In IBM Lotus Domino, sets the message type to FAX

4. Sends the message to the subscriber’s mailbox

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8
Support for Message
Notification

This chapter describes how Avaya Unified Messenger provides messagenotification to subscribers. It includes information on providing supportfor:

! Call notification using third-party notification systems

! Call Me

! Find Me


8-1


Providing call notification using third partymessaging systems

This section describes Avaya Unified Messenger support for Notify Me. Itincludes the following:

! Overview of Notify Me

! Notification capabilities

! Using Notify Me

Overview of Notify Me

Using the Avaya Unified Messenger Notify Me feature, subscribers canuse a pager, SMS-enabled digital phone, or other device to alert them ofcalls to their inbox. When they receive a call, Avaya Unified Messengersends an e-mail message to a third-party e-mail address. A systemmonitoring this e-mail address determines the actual means ofnotification, which is dependent on the service provider. It might, forexample, send a message to the subscriber’s numeric pager, alphanumericpager, or SMS-enabled digital phone.

Notify Me capabilities

Notify Me includes the following capabilities:

! Automatic notification

Allows subscribers to be notified of new voice messages left bycallers. Subscribers can choose to be notified of all voicemessages or only of voice messages marked as urgent.

! Caller requested notification

Prompts callers to request that the subscriber is notified of theircall by sending a message to the subscriber’s notification device.When caller requested notification is enabled, callers hear thefollowing prompt:

To have <subscriber’s name> notified, press 9 now.

The notification message can contain the caller’s telephonenumber as well as additional information if required. With thisoption, subscribers can be notified of calls even if the automaticnotification option is disabled or if the caller does not leave amessage.

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Support for Message Notification

! Optional notification message in the subscriber’s inbox

With caller requested notification, a notification message mayalso be sent to the subscriber’s inbox. This notification messagecan be used in the following ways:

— Third-party notification applications can monitor thesubscriber’s inbox and send a notification message when anotification message is detected.

— Rules can be set up to forward certain types of messages to anotification gateway.

— Subscribers can access their inbox from the desktop PC ortelephone and review their notification messages.

— Subscribers can keep a record of Notify Me requests that mayinclude caller information such as the caller’s telephonenumber and the call time.

! Administration by subscribers through the telephone userinterface (TUI) and PC interface

Avaya Unified Messenger subscribers can set Notify Me optionsfrom Unified Messenger Options on their desktop PC or fromPersonal Configuration in the TUI.

! E-mail gateway support

Avaya Unified Messenger can send notification messages toe-mail gateways, including third-party SMS gateways and pagergateways.

! Internet support

Notification messages can be sent to any Internet addressconfigured in the subscriber’s notification address field.

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Using Notify Me

Subscribers can set up rules for using Notify Me on the Assistant page inUnified Messenger Options. Notify Me rules are created by selectingvalues in rule descriptions for automatic call notification and for callerrequested notification. Note that an e-mail address set up for automaticnotification also applies to caller requested notification.

Automatic callnotification

Subscribers set up automatic notification rules by selecting values in thefollowing rule description.

“When anyone calls and leaves a [voice message], send a notificationmessage with this [message body] and with this [subject] to [e-mailaddress].”

An example rule might be:

“When anyone calls and leaves a [urgent voice message], send anotification message with this [caller’s phone number] and with this[notification message] to [[email protected]].”

Once created, subscribers can enable or disable the automatic notificationrule in Unified Messenger Options. If necessary they can enable ordisable automatic notification using the TUI.

Caller requestednotification

Subscribers set up caller requested notification rules by selecting valuesin the following rule description.

“When anyone calls and requests I am notified, send a notificationmessage with this [message body] and with this [subject] to[e-mail address] and [don’t save a copy] in my Inbox.”


“When anyone calls and requests I am notified, send a notificationmessage with this [caller’s name] and with this [notification message] to[[email protected]].”

Once created, subscribers can enable or disable the caller requestednotification rule in Unified Messenger Options. If necessary they canenable or disable caller requested notification using the TUI.

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Providing support for Call Me

This section describes Avaya Unified Messenger support for Call Me. Itincludes the following:

! Overview of Call Me

! Administering Call Me

! Using Call Me

Overview of Call Me

With Call Me subscribers are called at a designated phone number orphone list each time they receive a message that meets specified criteria.The criteria for requesting Call Me are set by subscribers using rules. Forexample, subscribers can choose to be notified of all urgent voicemessages that arrive in their mailbox during their morning commute.

Subscribers can designate a list of phone numbers for Call Me. If there isno answer at the first number in the list, a call is directed to the nextnumber in the list and so on, until the subscriber answers. Whenanswering a Call Me call, the subscriber is invited to log into AvayaUnified Messenger in order to review the message or messages.

To provide Call Me, a Call Me Server must be present in the voice maildomain. The Call Me Server includes a Call Me service and a MailboxMonitoring service for monitoring subscriber mailboxes. The MailboxMonitoring service periodically checks subscribers’ mailboxes for newmessages that meet the criteria set for Call Me.

When the Mailbox Monitoring service detects a message that meets thesubscriber’s criteria, the Call Me Server dials the numbers in thesubscriber’s phone list.

Note: To reduce the load on the e-mail server, install the Call MeServer and MWI Server on the same machine and set them upto share the same Mailbox Monitoring service. Theseservices can also be installed on the Voice Server machine,although this is not recommended for performance reasons.

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.

1 Call Me Server and Mailbox Monitoring service2 Voice Servers3 PBX4 Client system5 E-mail servers

Processes:

! A — Monitors subscribers’ mailboxes to determine mailboxstatus.

! B — Prompts a Voice Server to call the subscriber when a CallMe rule is met.

! C — Notifies the Call Me Server of changes to subscriber’s CallMe options.

Note: The Call Me Server, Voice Servers, and e-mail server musthave their system clocks synchronized using a time service,and the e-mail client must be installed on the Call Me Serverfor the account that runs the Mailbox Monitoring service.

Figure 8-1. Overview of Call Me

1

2

2

2

3

5

5a

B

B

VMD

LAN

4

A

A

C

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Administering Call Me

To enable subscribers to use Call Me, administrators must perform thefollowing tasks. In Voice Mail System Configuration:

! Enable Call Me for the voice mail domain.

! Specify a Call Me Server.

! Set the maximum number of concurrent Call Me calls allowed inthe voice mail domain.

! Set the minimum time interval for checking subscribermailboxes.

! Set the time interval for re-calling if a phone number is busy.

In the subscriber administration tool:

! Enable Call Me for subscribers.

Using Call Me

Subscribers set up rules for using Call Me on the Assistant page inUnified Messenger Options. Call Me rules are created by selecting valuesin the following rule description:

“When schedule [always] is active, if [any new messages] with[any importance], from [anyone] have arrived, call phone numbers in[work], within [10 minutes], and then every [10 minutes].”


“When schedule [commute time] is active, if [new voice messages] with[high importance], from [John Smith] have arrived, call phone numbers in[my personal list] within [15 minutes], and then every [20 minutes].”

Once created, subscribers can enable or disable Call Me rules in UnifiedMessenger options. If necessary, subscribers can use the TUI to enable ordisable the Call Me feature.

101-1620-009 8-7


When answering a Call Me call, the person answering hears the followingmessage:

“If that person is able to answer the call, please press . If that person isunavailable or cannot be reached at this number, please press . To hearthis name again, press .”

If the person answering the call is not the subscriber, they can press .The call is then directed to the next number in the phone list. If thesubscriber presses , they are invited to log into the TUI to check newmessages.

#

1

3

1

#

8-8 101-1620-009


Providing Support for Find Me

This section describes Avaya Unified Messenger support for Find Me. Itincludes the following:

! Overview of Find Me

! Using Find Me

Overview of Find Me

Find Me enables subscribers to set up schedules with an associated list ofphone numbers for forwarding unanswered calls. Find Me is implementedonly for calls that are unanswered due to ring-no-answer, not due to busy.

When Find Me is enabled, unanswered calls are forwarded to AvayaUnified Messenger, which checks if there is an active schedule. If there isan active schedule, Avaya Unified Messenger prompts callers for theirname, places the call on hold, and dials the first Find Me number in thephone list associated with the schedule. If the call is answered, AvayaUnified Messenger responds with the calling party’s name and providesthe recipient with an opportunity to accept or reject the call. If the call isunanswered, Avaya Unified Messenger calls the next number in the FindMe list. If it reaches the end of the list and all the calls are eitherunanswered or rejected, Avaya Unified Messenger allows the caller toleave a message.

Note: Find Me is available only with digital telephony.

Using Find Me

Subscribers set up rules for using Find Me on the Assistant page inUnified Messenger Options. Find Me rules are created by selecting valuesin the following rule description:

“When anyone phones me when schedule [schedule name] is active callphone numbers in [phone list].”


“When anyone phones me when schedule [weekend schedule] is activecall phone numbers in [personal list].”

Subscribers can enable or disable Find Me rules in Unified MessengerOptions. If necessary, subscribers can use the TUI to disable the Find Mefeature.

101-1620-009 8-9


Providing support for Message Waiting Indicator(MWI)

This section describes Avaya Unified Messenger support for MessageWaiting Indicator (MWI). It includes the following:

! Overview of MWI

! Administering MWI

! Using MWI

Overview of MWI

MWI is a method of alerting subscribers when messages meetingspecified criteria arrive in their mailbox. Subscribers are alerted by eithera lamp indicator on their phone or an audible tone (stutter dialtone) whenthey pick up the receiver. The indicator is cleared when the message isopened in the e-mail client or saved or deleted through the TUI.Subscribers can set up rules for using MWI in Unified MessengerOptions. For example, they can choose to be notified only when theyreceive urgent voice messages.

To provide message waiting indication, an MWI Server is required for thevoice mail domain. The MWI Server is a service that communicates withthe Voice Server and the Mailbox Monitoring service. The MailboxMonitoring service receives notifications from the e-mail server when thesubscriber’s mailbox changes. The MWI Server then determines when asubscriber’s indicator needs to be turned on or off.

Notes:

! MWI is not available with all PBX integrations.

! To reduce the load on the e-mail server, install the MWI Serverand Call Me Server on the same machine and set them up toshare the same Mailbox Monitoring service. These servicescan also be installed on the Voice Server machine, althoughthis is not recommended for performance reasons.

8-10 101-1620-009


.

1 MWI Server and Mailbox Monitoring service2 Voice Servers3 PBX/MWI hardware4 Client system5 E-mail servers

Processes:

! A — Monitors subscribers’ mailboxes to determine mailboxstatus.

! B — Requests the Voice Server to set or reset MWI.

! C — Notifies the MWI Server of changes to subscribers’ MWIoptions.

Figure 8-2. Overview of MWI

1

2

2

2

3

5

5B

BB

A

LAN

A

C

4Set/reset MWI

VMD

101-1620-009 8-11


Administering MWI

To enable subscribers to use MWI, administrators must perform thefollowing tasks. In Voice Mail System Configuration:

! Enable MWI for the voice mail domain.

! Specify an MWI Server.

! Specify a list of Voice Servers that support MWI.

! Set the maximum number of MWI requests allowed per second.

! Specify MWI settings, such as the port group name (for per-portPBX integrations only).

In the subscriber administration tool:

! Enable MWI for subscribers.

Using MWI

Subscribers set up rules for using MWI on the Assistant page in UnifiedMessenger Options. MWI rules are created by selecting values in thefollowing rule description:

“If [message type] messages, with [importance], have arrived, set mymessage waiting indicator.”


“If [voice] messages, with [high importance], have arrived, set mymessage waiting indicator.”

Subscribers can enable or disable MWI rules in Unified MessengerOptions. When messages meet an MWI rule, subscribers are alerted byeither a lamp indicator on their phone, or an audible tone (stutter dialtone)when they pick up the receiver. The indicator is reset when they open themessage in the e-mail client or save or delete the message by using theTUI. Alternatively, subscribers can reset the indicator from UnifiedMessenger Options.

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9
Telephony Concepts
This chapter describes how Avaya Unified Messenger communicates withdifferent telephony environments to provide call-processing features. Itincludes information on the following:

! Telephony components

! Telephony protocols

9-1


Telephony components

This section describes the following telephony components:

! Voice ports

! PBX integration

! Hunt groups

! Telephone answering

Voice ports

Voice Servers provide a critical link between the telephone call switchingequipment (PBX or Centrex) and the unified messaging environment.Voice Servers communicate with the switch via a number of telephoneend-points known as voice ports. Voice ports receive inbound calls andplace outbound calls, in the same way as any other extension on the PBX.

Voice ports are provided by installing PCI or ISA voice cards within theVoice Server. Avaya Unified Messenger supports a range of voice cards,offering different port densities, from 8-port cards upwards. Voice portscan be configured into port groups that are associated with the followingAvaya Unified Messenger components:

! Telephone user interface (TUI)

! PC client

! Call Me Server

! Octel Analog Networking


Voice cards provide telephony signaling to the Avaya Unified Messengersoftware. The way in which this signaling is implemented depends on thetelephony protocol. For example, with analog telephony, the signaling isimplemented in the voice path. With other types of telephony protocol, forexample, QSIG, a separate signaling channel is used.

For more information on telephony protocols, see ‘‘Telephony protocols’’on page 9-7.

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Telephony Concepts

PBX integration

Avaya Unified Messenger uses PBX integration to provide integrated callanswering. PBX integration is achieved when a call is presented to avoice port and information about the call is supplied to the Voice Serversoftware. This information includes reason for the call (for example, adirect call or a call deflected on busy detection), called party information(for example, the number of the busy extension for a deflected call), andthe calling party number, if known.

PBX integrationoptions

PBX information is provided by one of the following mechanisms,depending on the PBX type:

! Analog:

— Inband DTMF integration

— RS-232 serial integration

— Separate integration devices

! QSIG D Channel

! Digital Set Emulation

Inband DTMF integration

Inband DTMF integration is widely used, particularly with small systems.With inband integration, the PBX sends DTMF tone strings to the VoiceServer’s port, when the call is first placed to the port. Voice Servers areconfigured to recognize the format of these tone strings and interpret theinformation.

Example inbound call flow:

1. Calling party dials into an extension on the PBX.

2. There is no answer on the extension.

3. The PBX forwards the call to the Voice Server.

4. The call rings to one of the ports.

5. The Voice Server answers the call.

6. Inbound DTMF tones strings are sent.

7. The greeting of the called party is played to the caller.

101-1620-009 9-3


RS-232 serial integration

With RS-232 serial integration, a separate serial communicationsinterface is used to connect the Voice Server(s) and switch. When anincoming call is sent to the Voice Server, a data packet containing callinformation is sent from the switch to Avaya Unified Messenger.Although it is sent using a path that is separate from the incoming call, thedata packet is linked to a particular voice port on the messaging server.This port answers the call and plays the appropriate greeting.

Avaya Unified Messenger supports a number of integration protocols tosend data to the Voice Server. The most widely used protocol is thestandard Simplified Message Desk Interface (SMDI) protocol.

Example serial call flow:

1. Calling party dials into an extension on the switch.

2. There is no answer on the extension.

3. The PBX forwards the call to the Voice Server.

4. The data packet is sent from the switch to the COM port on theVoice Server via the RS232 serial connection and is linked withthe associated incoming call on port x.

5. The Voice Server answers the call on port x and plays theappropriate greeting to the caller.

Note: Some PBXs can support only a single serial interface for onehunt group. Voice Servers, when used in a multiserver voicemail domain, can operate with a single serial interface. Thisis known as remote integration.

Separate integration devices

Some PBXs require a separate integration device. These devices present aserial integration interface to Avaya Unified Messenger, while the PBXrecognizes these devices as a number of proprietary digital telephone sets.Avaya Unified Messenger supports a number of separate integrationdevices, including Avaya DMID and Calista PBX link devices.

Separate PBX integration devices can operate in one of two modes,bridged mode or transfer mode, depending on the PBX to which they areconnected.

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Telephony Concepts

QSIG D Channel

ISDN protocols, such as QSIG, carry signaling information in the Dchannel for calls where voice data is carried in separate but associatedbearer channels. This is referred to as Common Channel Signaling (CSS).The data in this channel can be used for integration.

Digital Set Emulation

Many PBX vendors use proprietary digital protocols to connect their ownhand sets to the switch. These protocols provide call control andintegration information.

Hunt groups

A hunt group is a pre-programmed collection of extensions that isconfigured on the PBX. A single pilot number presents a call to one of theavailable ports within the hunt group. Hunt groups can be designated forspecific purposes, for example, incoming only or outgoing only. Thesimplest hunt groups are linear (available ports are hunted in sequentialorder).

When planning for Avaya Unified Messenger, use hunt groups to balancethe load on voice ports. This is important because multiple Voice Serverscan be installed with multiple telephony cards.

Types of huntgroups

! Linear

Calls start at the first port. When the first port is busy, the nextcall goes to the second port. If the first port becomes free, the nextcall goes to the first port, and so on.

! Uniform call distribution (UCD)

Calls start at the first port. Subsequent calls go sequentially to thesecond, third and fourth ports, and so on, regardless of whetherearlier ports become available. The first port does not receiveanother call until all ports have taken a call.

! Automatic call distribution (ACD)

Calls go to the port that has been idle the longest. For example, ifthe first port has been idle for 30 seconds, the second for 50seconds, and the third for 40 seconds, the first call goes to thesecond port.

101-1620-009 9-5


Telephone answering

Telephone answering is the sequence of events that enable the voice mailsystem to answer calls on behalf of a subscriber, if the line is busy or if thesubscriber did not answer.

A supervised transfer occurs when the voice mail system monitors the callprogress during a transfer. The transfer is completed only if it will besuccessful.

An unsupervised transfer (known also as a “blind transfer”) occurs whenthe voice mail system does not monitor the call progress and completesthe transfer regardless of the destination of the call.

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Telephony Concepts

Telephony protocols

Avaya Unified Messenger supports the following telephony protocols forconnecting the Voice Server to the PBX:

! Analog telephony interface

! T1 digital trunks with CAS and QSIG signaling

! E1 digital trunks with QSIG signaling

! Set Emulation

This section provides an overview of each of these telephony protocolsand describes the characteristics and deployment options associated withAvaya Unified Messenger.

Analog telephonyinterface

The simplest way to connect Avaya Unified Messenger to the PBX isthrough an analog telephony interface. With analog signaling, sound isrepresented by varying current rather than digital signals. Telephonysignaling, such as on-hook or off-hook, is conveyed by completing anddisconnecting the circuit. The Voice Server dials outbound calls usingDTMF tones. All other call progress states, such as dialtone, ring-back,and busy are conveyed using standard tones.

To initiate a three-way call, Avaya Unified Messenger issues a flash-hook(also known as a “switch hook flash”). On receipt of the flash-hook, thePBX normally gives a second dialtone, allowing Avaya UnifiedMessenger to place an enquiry call. The Voice Server can then dialanother number and transfer the call (by hanging up). Depending on thePBX type, the PBX reconnects Avaya Unified Messenger to the caller ifthe inquiry call clears or fails.

Analog with DTMF call-progress signaling

Using standard tones, such as ring-back and busy, to convey call progresscan be imprecise and slow. For example, when a Voice Server dials anoutbound call and detects when the call is answered, it must to gooff-hook, wait for a dialtone and then dial the number. At this point, itdetects one of the following standard tones: ring-back, busy, speech, orsilence. It can take some time to detect the standard tone, particularly ifdetection is inferred by the absence of other tones. However, when usingDTMF tones the Voice Server can quickly and accurately detect callprogress.

101-1620-009 9-7


T1 digital trunks A T1 connection is a digital transmission link with a capacity of 1.544mbps. T1 trunks carry 24 concurrent telephone connections multiplexedinto time slots. Each time slot carries sound digitized at 64 kbps, whichcan be used to convey voice or signaling information.

T1 is a standard for digital transmission in North America. It is widelyused by telecommunications service providers to connect to remotelocations and to connect PBXs to public networks. T1 digital trunks canconnect Voice Servers to the PBX. This enables the use of simplifiedwiring, with one wire for 24 time slots: 23 bearer channels (voice) andone signaling channel (data).

E1 digital trunks Outside North America, the standard for primary rate connections is anE1 digital trunk. An E1 digital trunk is a digital transmission link with awith a capacity of 2.048 mbps. This link is divided into 32 time slots: 30bearer channels (voice), one signaling channel (data), and one framingchannel. Each time slot carries 64 kbps of data

Set Emulation Set Emulation is a digital protocol developed by switch manufacturers toconnect digital phones to their switches. Using Set Emulation, AvayaUnified Messenger can emulate digital phone sets. These phone sets canprovide all the features that a voice mail system requires to integrate witha PBX. For example, they can support the receipt of calling and calledparty identity and can have message waiting indicators and programmablekeys.

9-8 101-1620-009

Telephony Concepts

Signaling

Signaling is required to set up, clear, and supervise telephoneconnections. With analog telephone lines, digital currents (DC) performsignaling by using protocols such as E&M, loopstart, and wink start.

Digital trunks need to convey signaling information in a digital format. Todo this, they can use an analog protocol or a protocol developedspecifically for digital networks, such as QSIG. Avaya Unified Messengersupports the QSIG protocol with T1 and E1 trunks.

There are two types of digital signaling protocols:

! Channel Associated Signaling (CAS)

! Common Channel Signaling (CCS)

Channel Associated Signaling (CAS)

CAS signaling conveys data by robbing signaling bits from digitizedsound. As this does not require a dedicated signaling channel, it allows allthe channels (24 or 32) to handle calls. The CAS protocol can conveyonly basic information on the state of each connection. Furtherinformation on the call state can be found by analyzing tones from thePBX that are encoded in the digitized voice data. Avaya UnifiedMessenger supports the use of CAS signaling on T1 trunks by using theloopstart variant.

Common Channel Signaling (CCS)

CCS signaling uses one or more channels to transmit signalinginformation for the remaining channels in the trunk. Non-signalingchannels are known as bearer channels, and signaling channels are knownas data channels. Therefore, for T1 there are 23 bearer channels and onedata channel known as 23B+D. For E1 there are 30 bearer channels andone data channel known 30B+D. Various signaling protocols can beconveyed in the D channel.

With QSIG, Avaya Unified Messenger uses QSIG supplementary services(ISO compatible) to convey integration information and to supportMessage Waiting Indicator (MWI) and transfers.

101-1620-009 9-9


Voice card options

Analog voice cards

Avaya Unified Messenger supports a range of analog voice cards,including Brooktrout single card, 4-port ISA cards, and 8-port PCI cards.For systems requiring higher analog port capacity, Avaya UnifiedMessenger supports a dual-card solution, consisting of a Brooktrout24-port line-termination card and a 24-port or 32-port ISA or PCI voiceprocessing card connected using a standard time-division multiplexing(TDM) bus. These cards and the TDM bus are modular, allowing multipleline termination cards to be connected to multiple voice cards.

T1 CAS voice cards

Avaya Unified Messenger supports the Aculab T1 PCI half card. This is adual T1 line termination card supporting up to 48 concurrent telephonecalls. The Aculab card is used in conjunction with Brooktrout 24-port and32-port voice cards connected using an MVIP TDM bus.

T1 and E1 QSIG voice cards

Avaya Unified Messenger supports Dialogic D/240PCI-T1 andD/300PCI-E1 voice cards.

Set Emulation

Avaya Unified Messenger supports the Dialogic D82JCT-U voice cardconfigured for either Nortel Meridian 1 2616 or Avaya Definity G37434D phone sets.

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10
Avaya Unified Messenger
Caller Applications

This chapter introduces Caller Applications Editor and CallerApplications Runtime and lists the features of Caller Applications. Itcontains information on:

! Caller Applications features

! Caller Applications components

! Creating caller applications

! Joining a voice mail domain

10-1


Introduction

Avaya Unified Messenger Caller Applications enables you to enhanceand extend the telephone user interface (TUI) by creating additionalmenus and prompts to customize Avaya Unified Messenger.

Caller applications provide custom extensions to the TUI. Callers canaccess these custom extensions:

! From the Automated Attendant.

— by entering an identifying number1 that is associated with acaller application.

— by selecting an Automated Attendant menu choice.

! By calling a specified telephone extension number.

! By being transferred to a mailbox with an associated callerapplication.

! From another caller application.

1. Identifying numbers are entered by the caller as mailbox numbers.

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Avaya Unified Messenger Caller Applications

Caller Applications features

Caller applications can perform the following actions:

! Play prompts.

! Present a menu.

! Transfer a caller to an extension, subscriber mailbox or anoperator.

! Record and send a voice message.

! Disconnect the call.

! Start an Automated Attendant session.

! Run another caller application.

! Go to another part of the caller application possibly according toa schedule.

101-1620-009 10-3


Caller Applications components

The Caller Applications software creates, deploys and executes callerapplications. It consists of the following components:

! Caller Applications Editor

Caller Applications Editor is used to create new callerapplications or edit existing caller applications and store them inUnified Messenger Application (.UMA) files. It is also used todeploy new or updated caller applications to the Voice Servers inthe voice mail domain. Caller Applications Editor is run from theAvaya Unified Messenger menu.

! Caller Applications Runtime

Caller Applications Runtime is a Voice Server subsystem thatexecutes caller applications.

Running Caller Applications

Caller Applications Runtime is installed automatically with the VoiceServer.

To run Caller Applications:

! Upgrade all Voice Servers in the voice mail domain to AvayaUnified Messenger V5 or higher.

! Use the Voice Mail System Configuration utility (VMSC) toensure that the Caller Applications feature is enabled.

In the Voice Mail System Configuration:

— Select Telephone User Interface.

— Display the General property page.

— Select the Enable Caller Applications check box.

Note: It takes a few minutes for these settings to be updatedon every Voice Server in a voice mail domain.

10-4 101-1620-009


Creating caller applications

Caller Applications Editor has two main menus: the Action menu and theView menu.

Action This menu is context sensitive. Use this menu to:

! Create a new caller application and define its properties.

! Create nodes for the caller application and define their propertiesand action types.

! Open a caller application.

! Save a caller application.

! Deploy a caller application.

View This menu defines how Caller Applications Editor displays a callerapplication, for example, as a graphic or a list.

Saving caller applications

A caller application can be saved at any time using the Action menu’sSave or the Save As... options.

Each caller application contains an embedded identifier and a revisionnumber. The revision number is incremented each time that the callerapplication is saved.

If a caller application’s .UMA file is renamed or copied by WindowsExplorer, the application’s embedded identifier does not change and theapplication is treated as the same application. If you use the Save As...option to rename an application, the .UMA file created has a newidentifier so the application is treated as a new application.

101-1620-009 10-5


Deploying caller applications

You must have Avaya Unified Messenger system administrator privilegesto deploy a caller application in a voice mail domain.

Deployment distributes the caller application to all the Voice Servers in avoice mail domain. A caller application cannot be used and does notappear on the list of deployed applications until it is present on everyVoice Server in the voice mail domain. It may take up to a minute after theapplication has transferred to all the Voice Servers for the deployment tocomplete.

Note: You must update the list of deployed applications before thenew caller application appears. Press F5, or select the Refreshoption.

A Voice Server that is contacted by Caller Applications Editor and askedto deploy an application can check if it already has a copy of theapplication. If the Voice Server already has the application with the sameor a higher version number, it does not re-deploy the application.

Select the caller application and then the Action menu’s Deploy option toperform the deployment.

10-6 101-1620-009


Associating caller applications

You must create an association to launch a deployed caller application.

Associations are the link between a deployed caller application and theinformation used to access the caller application from the TUI. Eachassociation contains an embedded template application identifier and oneor more of the following:

! Association ID number

! Called party number

! Mailbox number

The association specifies two criteria for launching a caller application:

! The caller enters a set of digits in response to a mailbox numberprompt from the Automated Attendant, and this action launchesthe caller application.

Note: If the Automated Attendant has an existing rule thatalready uses this mailbox number, this rule will beexecuted instead, and the caller application is notlaunched.

! The caller rings a specified number or extension number andlaunches the caller application.

When creating an association, you must enter information in a number offields. These fields are listed in Table -10-1.

101-1620-009 10-7


Table 10-1. Creating associations

This labelidentifies theassociation.Each associationdefinesconditions thatmust be satisfiedbefore the callerapplication canrun.

This is thename of thedeployedcallerapplication tobe launchedby theassociation.

Enteringthis numberat theAutomatedAttendantmailboxprompt runsthe callerapplication.

Calling thisnumberruns theapplication.

The mailboxnumber forthe locationof theannounce-ment if thecallerapplicationhasannounce-ment set to<default>.

AssociationName

CallerApplication

AssociationID

CalledNumber

MailboxNumber

ProductInformation

Menu ofCurrentProducts

5300 This callerapplication runsif either the IDcondition or thecalled numbercondition is met.

Main Menu New Attendant 5000 2088674000

System News Bulletin Board 5100 4087 The same callerapplication canbe reused foranother purposeby supplying adifferent set ofprompts.

Press Releases Bulletin Board 5200 4031

Quiz Trivia Test 2088674100 The associationID number isonly required ifcallers run thecallerapplicationinteractively.

Quiz byAssociation

Trivia Test 6000

10-8 101-1620-009


Joining a voice mail domain

New domain

Caller Applications must be installed on all Voice Servers in a voice maildomain before deployment can start. If there are other servers in the voicemail domain that do not have the Caller Applications installed,deployment will fail when the editor connects to those servers.

If a Voice Server with Caller Applications installed is the first server in anew voice mail domain, the list of deployed caller applications and theirassociations contained in the voice mail domain properties is blank untilthe first caller application is deployed.

It is not necessary for Caller Applications to be enabled to performdeployment: however, Voice Servers do not run deployed callerapplications unless the Caller Applications feature is enabled with VoiceMail System Configuration.

Existing domain

There are two ways for a Voice Server to join an existing homogeneous orheterogeneous domain. The Voice Server can join the domain through:

! Installation

! Voice mail system configuration (VMSC)

Joining throughinstallation

When a Voice Server joins an existing domain through installation, callerapplications are transferred to the joining Voice Server during theinstallation process. If there are a large number of caller applications, thisprocess can take a long time. To avoid waiting, you can select an optioncalled Skip Deployment and install the caller applications later.

Joining throughVMSC

You can load caller applications manually from another Voice Server inthe voice mail domain using a Voice Mail System Configuration menuoption, Redeploy Caller Apps. Use this if you have used the SkipDeployment option during the installation process or if there has been anincomplete transfer of the caller applications because of software ornetwork problems.

101-1620-009 10-9


Homogeneous domain

With Voice Serversrunning

If a Voice Server joins an existing domain where caller applications aredeployed, the new Voice Server contacts an existing Voice Server andtransfers all the caller applications running in the voice mail domain toitself.

Without VoiceServers running

If a Voice Server joins an existing domain where none of the other VoiceServers are running, you can use Caller Applications Editor to deploy thecaller applications to the new Voice Server. This is not recommended. It ispreferable to wait until there is a running Voice Server available and usethe VMSC menu option Redeploy Caller Apps to transfer the callerapplications to the new Voice Server.

Heterogeneous domain

With Voice Serversrunning

If a Voice Server joins a mixed domain where some Voice Servers arecapable of running Caller Applications and some are running previousversions of Avaya Unified Messenger that do not support CallerApplications, Caller Applications is disabled. Once all the Voice Servershave been upgraded, the Caller Applications feature can be enabledmanually from Voice Mail System Configuration.

Without VoiceServers running

If a Voice Server joins a mixed domain where some Voice Servers arecapable of running Caller Applications and some are running previousversions of Avaya Unified Messenger that do not support CallerApplications, Caller Applications is disabled; and there is no transfer ofcaller applications to the joining Voice Server. Once all the Voice Serversare upgraded, Caller Applications can be enabled manually from VoiceMail System Configuration.

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A
Sizing for Ports
This appendix gives guidelines for estimating how many users can besupported with a given number of voice ports.

Calculating the number of supported subscribers

The following graphs can be used as guidelines for estimating how manyusers can be supported with a given number of ports, based on averagedaily port usage per subscriber. These graphs provide for traffic patternsof 10%, 14%, and 18% busy hour traffic. All the graphs are based on aP.02 GOS.

A-1


Bu

syH

ou

rP

eak

Tra

ffic

=10

%o

fD

aily

Cal

ls

000000000000000

020

4060

8010

012

0

Po

rts

Average usage per subscriber per day in minutes

2m

ins

4m

ins

6m

ins

8m

ins

10m

ins

A-2 101-1620-009

Sizing

forP

orts

101-1620-009A

-3

100 120

10 mins

8 mins

6 mins

4 mins

2 mins

Busy Hour Peak Traffic = 14% of Daily Calls

0

5000

10000

15000

20000

25000

0 20 40 60 80

Ports

Su

bscrib

ers

Avaya

Unified

Messenger

5.0C

onceptsand

Planning

Guide

A-4

101-1620-009

100 120

Averag

eu

sage

per

sub

scriber

per

day

inm

inu

tes

2 mins

4 mins

6 mins

8 mins

10 mins

Busy Hour Peak Traffic = 18% of Daily Calls

0

000

000

000

000

000

000

000

000

000

0 20 40 60 80

Ports

101-1620-009

B
Grade of Service
This appendix illustrates the maximum amount of busy hour trafficsupported by a given number of ports for each grade of service (GOS).

B-1


Calculating busy hour traffic

Figure B-1 through Figure B-4 show the maximum amount of busy hourtraffic supported by a given number of ports for each grade of service.

Note: Erlangs, CCS, and minutes are three different measures oftraffic. 60 minutes = 1 Erlang = 36 CCS

B-2 101-1620-009

Grade of Service

Figure B-1. Maximum Busy Traffic SupTable B-1ported for a GOS of P.01

101-1620-009 B-3


Figure B-2. Maximum Busy Traffic Supported for a GOS of P.02

B-4 101-1620-009

Grade of Service

Figure B-3. Maximum Busy Hour Traffic Supported for a GOS of P.03

101-1620-009 B-5


Figure B-4. Maximum Busy Hour Traffic Supported for a GOS of P.05

B-6 101-1620-009

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Glossary

Active DirectoryThe directory service for a Microsoft Windows 2000 Server. The Active Directory storesinformation about objects on the network and makes this information available for authorizedadministrators and users. It provides administrators with an intuitive hierarchical view of thenetwork and a single point of administration for all network objects.

associationThe link between a deployed caller application and the information used to access the callerapplication from the TUI.

automated attendantAn automated service that greets callers and instructs them on how to proceed. Using theautomated attendant, you can also use other call handling features such as intercom paging and callscreening. When enabled, callers are transferred to the subscriber’s extension. When disabled,callers are transferred directly to the subscriber’s mailbox where they can leave a message.

Avaya Interchangea gateway for providing connectivity to Avaya and other vendors' voice messaging systems. WithAvaya Interchange, all message routing, protocol conversions, administrative functions, andmanagement capabilities reside on the Interchange server

average hold time (AHT)The sum of the lengths of all phone calls (in minutes or seconds) during the busiest hour of the daydivided by the number of calls.

blind transferSee Unsupervised transfer.

busy hourA method used to calculate the number of ports required when sizing a system. It represents thebusiest hour of the day, when the volume of calls generated by internal subscribers and externalcallers reaches its peak.

GL-1


call managementA component of the Voice Server that provides an interface between the voice cards and AvayaUnified Messenger telephony applications.

Call MeA feature that allows subscribers to be called at a designated phone number, or phone list, each timethey receive a message that meets specified criteria. The subscriber is then invited to log ontoAvaya Unified Messenger in order to review the message. Subscribers can set up Call Me rules inAvaya Unified Messenger Options.

call screeningA call answering option that requires callers to announce themselves before a subscriber answersthe call. If a call is screened and the subscriber is not available to answer it, the caller has the choiceof leaving a message or being forwarded to a different extension, or to the operator. Call screeningis available only for calls that come through the automated attendant.

caller applicationsExtensions to the Avaya Unified Messenger telephone user interface used to customize how AvayaUnified Messenger interacts with callers.

Caller Applications EditorAn Avaya Unified Messenger tool that customizes the MMC user interface to permit the creation,editing and deployment of caller applications.

carried trafficThe total busy hour traffic that was offered to the group of ports minus the blocked calls.

Centum Call Second (CCS)A unit of measurement for call time. The formula for a CCS is the number of calls per hourmultiplied by their average duration in seconds, all multiplied by 100. A CCS is 1/36th of anErlang.

Class of Service (COS)A category used to determine a subscriber’s access to system options and features. Theadministrator assigns a class of service to each subscriber.

clusterA group of two to six Domino servers that you set up to provide users with constant access to data,balance the workload among servers, improve server performance, and maintain performance whenyou increase the size of your enterprise.

codecA system of compressing uncompressed digital data so that the data uses less memory.

Dial By NameA method of addressing that enables a subscriber to spell the recipient's name on the telephonekeypad when using the telephone user interface.

DIDSee Direct Inward Dialing.

GL-2 101-1620-009

Glossary

Digital Meridian Integration Device (DMID)A device that provides integration with Nortel switches, such as the Meridian M-1. The DMIDphysically sits between the PBX and the Voice Server and appears as one or two digital telephonesto the PBX, depending on the number of analog ports required. Analog line circuits for the voicepath appear on the digital set of the DMID. When a call is received on the DMID, it simultaneouslyrings at the analog port. The DMID interprets the call display information and transmits it to theVoice Server which answers the caller with the appropriate personal greeting.

Direct Inward Dialing (DID)Using DID, a caller can dial inside an organization to reach someone’s telephone extension directlywithout going through a receptionist.

DMIDSee Digital Meridian Integration Device.

Domino AdministratorClient software that you use to perform administration tasks such as setting up and managing usersand servers.

Domino domainA collection of Domino servers and users that share a common Domino Directory. The primaryfunction in message routing. Users' domains are determined by the location of their server-basedmail files. For a Domino server to communicate with a server in a different domain, you create aDomain document in the Domino Directory to define the name, location, and access to the otherdomain.

Dual Tone Multifrequency (DTMF)A combination of two tones that uniquely identify each button on a telephone keypad.

E1A digital transmission link with a with a capacity of 2.048mbps. This is the standard for primaryrate connections outside North America.

ErlangA unit of measurement for call time. One Erlang is equivalent to 60 call minutes or 36 CCS. Seealso Centum call second.

eventA significant occurrence in a voice mail system that is of interest to an administrator for diagnosticor reporting purposes.

fax routing addressAn e-mail address consisting of a string of digits that uniquely identify the subscriber to the faxserver.

Find MeA feature that enables the subscriber's mailbox to re-direct unanswered calls to a list of phonenumbers. Calls are directed to each phone number in the list, unless the subscriber answers.Subscribers can set up rules for using Find Me in Avaya Unified Messenger Options.

Global System for Mobile Communications (GSM)An audio encoding format with an encoding rate of approximately 13 kilobit per second.

101-1620-009 GL-3


Grade of service (GOS)The probability, expressed as a percentage of callers who call during the busy hour, that anincoming call is blocked (the caller hears a busy signal) because all ports are in use. P.01 means thatthe caller has a one percent chance of hearing a busy signal.

GSMSee Global System for Mobile Communications.

hunt groupA group of telephone lines where the incoming calls are distributed according to a priority scheme.

in-band signalingA method of connecting the Voice Server to the PBX as if it were a series of single-line telephonesor a series of trunks in a hunt group. The term “in-band” is used because all of thecall-identification information is passed from the PBX to the Voice Server using DTMF signals onthe same line as the voice connection.

intercom pagingA method of automatically paging subscribers if they are do not answer their telephones. If asubscriber does not respond to the page, the caller is transferred to the subscriber’s mailbox.

IVMA format for storing sound files in Avaya Unified Messenger (Microsoft Exchange version) voicemessages instead of using .WAV format.

local mailbox numberA method of addressing voice messages through the telephone user interface to recipients in a voicemail domain.

mailboxA delivery location for incoming voice, e-mail, and fax messages.

message confirmationA notice confirming that a message was delivered to a recipient.

Message Waiting Indicator (MWI)A method of alerting subscribers when messages meeting specified criteria arrive in their mailbox.Subscribers are alerted by either a lamp indicator on their phone, or an audible tone (stutterdialtone) when they pick up the receiver. The indicator is cleared when the message is opened inthe e-mail client, or saved or deleted using the TUI. Subscribers can set up rules for using MWI inAvaya Unified Messenger Options. For example, they may choose to be notified only when theyreceive urgent voice messages.

Microsoft Exchange siteA group of Microsoft Exchange servers, where one or more servers on a high-bandwidth,permanent LAN work together to provide messaging and other services to a set of users. Within anExchange site, users can share information and can be managed as a collection. A MicrosoftExchange site can be mapped to the Windows domain topology that has already been established. Itcan also span multiple trusted Windows domains that may already exist.

multimedia PCA PC with multimedia capabilities. A PC has multimedia capabilities if it has a sound card,microphone, and speakers or headphones.

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Glossary

MWISee Message Waiting Indicator.

name promptA personalized prompt that states a subscriber’s name when that subscriber’s extension is busy orunanswered and he or she has not recorded a personal greeting.

Notify MeWith Notify Me, subscribers can use a pager, SMS-enabled digital phone, or other device to alertthem of calls to their Avaya Unified Messenger inbox.

Notes clientClient software that allows you to access Notes databases on a Domino server, send mail, andbrowse the Web.

numeric addressA string of digits that uniquely identifies a recipient or a distribution list across the organization. Anumeric address is used by the telephone user interface as a means of addressing a message.

Octel Analog NetworkingA networking application that allows users on one Avaya system to exchange messages with userson other Avaya systems. Octel Analog Networking uses the public or private telephone network formessage transport.

Octel Analog Networking custom recipientAn Octel Analog Networking recipient who has a mailbox on a remote node.

Octel Analog Networking gatewayAn Octel Analog Networking gateway enables Avaya Unified Messenger subscribers to exchangevoice messages with any other Octel Analog Networking-enabled voice mail system, either at thesame site or at remote sites.

Octel Analog Networking Gateway Administration ExtensionAn administration tool that adds administration capabilities for an Octel Analog Networkinggateway to Microsoft Exchange 5.5 Server Administrator.

Octel Analog Networking Gateway AdministrationAn administration tool for administering an Octel Analog Networking gateway in the MicrosoftExchange System Manager under Exchange 2000 administration.

offered trafficThe total traffic offered to a group of ports during the busy hour, including calls that are blocked.

operation history databaseA temporary storage area for events generated by Avaya Unified Messenger. The Operation HistoryViewer is used for viewing events in this database.

Operation History ViewerA diagnostic tool that displays events generated by Avaya Unified Messenger activity and loggedin the Avaya Unified Messenger operation history database. By creating a “session” administratorscan restrict the number of events to only those that meet their criteria. They can view live events asthey are added to the operation history database or view historical events.

101-1620-009 GL-5


operatorThe person to whom callers are transferred when they request to speak with an operator, exceed themaximum number of errors permitted on the system, or call from a rotary telephone. Individualmailboxes may have an operator that is different from the designated system operator, for example,a personal assistant.

optional greetingA personalized answering system for greeting callers if a subscriber’s extension is busy orunanswered or if incoming calls are blocked.

passwordA number required by subscribers to gain access to Avaya Unified Messenger through thetelephone user interface. Subscribers can change their passwords using the telephone user interfaceor Avaya Unified Messenger Options.

PBXSee Private Branch Exchange.

PBX integrationA method that establishes communication between the PBX and the voice mail system. The PBXsupplies information such as the identity of the caller who is calling on internal calls, and theextension that the caller is trying to reach.

PC client applicationsA group of applications that enable subscribers and administrators to access Avaya UnifiedMessenger from their desktop PCs. PC client applications include Avaya Unified Messenger VoiceForm, Avaya Unified Messenger Voice Recorder, and Avaya Unified Messenger Options.

PC user interfaceAn interface through which subscribers can access the Avaya Unified Messenger system from theirPC.

PCISee Peripheral Component Interconnect (PCI).

peer e-mail serverThe e-mail server that acts as host e-mail server for an Avaya Unified Messenger Voice Server.

Peripheral Component Interconnect (PCI)A standard for connecting peripherals to a personal computer. PCI is supported by most majorcomputer manufacturers.

personal greetingA personalized prompt that greets callers when they are transferred to a subscriber’s mailbox if theextension is busy or not answered.

pilot numberA single number that presents a call to one of the available ports within a hunt group.

Please Hold promptA personalized prompt that informs callers of that they are on hold while they are transferred to anextension.

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Glossary

port groupA group of ports allocated to a specific application, such as the PC client, the telephone userinterface, or Octel Analog Networking. Port groups are configured using the Voice Mail SystemConfiguration application.

Port MonitorA diagnostic tool that provides a graphical user interface for checking and changing the status ofports on a particular Voice Server.

Private Branch Exchange (PBX)A telephone exchange local to a particular organization that uses, rather than provides, telephoneservices. Also known as a switch.

promptA spoken greeting or instruction which directs callers whose calls have come through theautomated attendant.

PSTNSee Public switched telephone network.

Public Switched Telephone Network (PSTN)A common carrier network that provides circuit switching between public users.

QSIGA protocol for ISDN-based inter-PBX signaling based on the European Q.931, Q.9212 and DPNSSprotocols.

replicationThe process of exchanging modifications between replicas. Through replication, Domino makes allof the replicas essentially identical over time.

Reporting ToolA tool for generating reports for monitoring voice mail system usage, planning capacity, andtracking security. Once a report is generated, it can be viewed on screen or printed for easyreference. It can also be exported to many popular file formats or attached to a message sent via aMAPI-enabled e-mail system.

Set EmulationA digital protocol that is used to connect digital phones to switches in order to emulate digitalphone sets.

Simplified Message Desk Interface (SMDI)A protocol that is used for sending PBX integration data and that does not require a caller to reenterthe telephone number if the extension is busy or not answered.

subscriberA user whose profile is enabled for voice messaging. A subscriber can use both the telephone userinterface and the graphical user interface of Avaya Unified Messenger.

supervised transferA call transfer that occurs when the voice mail system monitors the call progress during a transfer.The transfer is completed only if it will be successful.

101-1620-009 GL-7


switchSee PBX.

telephone user interface (TUI)An interface through which callers and subscribers can access the Avaya Unified Messengersystem via the telephone. The telephone user interface is an automated attendant and voicemessaging system that controls call handling. It greets incoming callers and instructs them on howto proceed.

text-to-speech (TTS)The conversion of text into speech (speech synthesis). Using text-to-speech, Avaya UnifiedMessenger subscribers can listen to their e-mail messages over the telephone.

Tracing ServerA separate Avaya Unified Messenger service that records operational information about activity inthe voice mail domain.

tracing systemA system that captures information related to the operation of Voice Servers, for both diagnosticand reporting purposes. The tracing system maintains connections with all Voice Servers in thevoice mail domain and receives notification of events from each of them. These events are writtento two storage areas: the Operation History and the transaction databases.

transaction databaseA storage area where voice-messaging events happening in the voice mail domain are written. It isa permanent database containing summary information that is used by the Reporting Tool.

T1A connection with a digital transmission link of 1.544 mpbs.

TTSSee text-to-speech.

TUISee telephone user interface.

unified mailboxAn Avaya Unified Messenger subscriber mailbox, where all voice, fax, telephone answeringmessages, e-mail, and data messages (including documents and forms) are stored. Messages can beviewed, listened to, or retrieved using the telephone or PC.

Unified Messenger Alternate VoiceMail Address (UMAVA)A method of addressing for users who do not have Avaya Unified Messenger, and for users of othere-mail systems, such as cc:Mail, who have a custom recipient in the e-mail directory. UMAVAaddressing eliminates the need for two Exchange directory entries for a single user, one for theire-mail mailbox and one for their voice mailbox, when addressing messages to Octel AnalogNetworking recipients from the telephone.

Unified Messenger Voice FormAn application that provides access to voice messages within a Microsoft Exchange environment.Through voice forms, subscribers can perform standard voice mail functions such as listening to,replying to, or forwarding voice messages, or composing new voice messages using their desktopPCs or telephones.

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Glossary

Unified Messenger Voice RecorderA tool for sending voice mail and voice-annotated items, such as Microsoft Word documents. Itprovides a way to send a quick voice message without having to start up an e-mail application.

Unified Messenger OptionsAn application that allows subscribers to configure their mailboxes using their PCs. Subscriberscan record all personal greetings and prompts, personalize their call handling options, and selectwhether to use multimedia or the telephone for recording and playing back voice messages.

Unified Messenger Subscriber AdministrationAn administration tool that allows administrators to enable subscribers, groups, or contacts to useAvaya Unified Messenger.

unsupervised transferA call transfer that occurs when the voice mail system does not monitor the call progress andcompletes the transfer regardless of the destination of the call. Known also as a “blind transfer.”

Visual Voice EditorAn administration tool that allows the recording of customized prompts used by Avaya UnifiedMessenger. The tool allows recording using multimedia or the telephone user interface. Whenmodifying a prompt, the user is presented with a graphical rendering of the sound, which allowsprecise editing of the audio data.

voice mail domainA group of Avaya Unified Messenger Voice Servers that share a common set of properties. Allsubscribers who are provided with telephone answering by these Voice Servers are said to “belong”to the same voice mail domain.

Voice Mail System ConfigurationAn administration tool used to configure the attributes of a voice mail domain or group of VoiceServers.

Voice Mail User Administration ExtensionAn administration tool that adds voice mail administration capabilities to Microsoft Exchange 5.5Server Administrator. An administrator can enable mailboxes for voice mail and maintain voicemail information for each Avaya Unified Messenger subscriber.

voice playerA component of the Avaya Unified Messenger Voice Form used for playing back and recordingvoice messages.

voice portA telephone end-point provided by installing PCI and ISA voice cards within the Voice Server.

Voice ServerAn executable program that runs as a Windows Service.

.WAVA file extension used for Windows multimedia format audio data.

101-1620-009 GL-9

101-1620-009

Index

Aaccount security 6-2

Active Directory, definition GL-1

addressingDial-by-Name 4-3local mailbox numbers 4-3numeric addresses 4-4Octel Analog Networking 5-7

architecture, system 2-1

associationsdefinition GL-1

audio encoding 2-18

automated attendant, definition GL-1

Avaya Interchangedefinition GL-1introdution 1-4using with Avaya Unified Messenger 5-3

Avaya Unified Messengerbenefits summary 1-3introduction 1-2product features 1-6system architecture 2-1

average hold time, definition GL-1

Bblind transfer 9-6

busy hour

calculating traffic 3-6definition GL-1determining 3-5tables B-2units of measurement 3-6

Ccall management

definition GL-2Voice Server component 2-10

Call Meadministering 8-7definition GL-2providing notification 8-5server functions 2-12server requirements 3-17using 8-7

call progress 9-7

call screening, definition GL-2

Caller Applicationsdefinition GL-2deploying 10-6editor 10-4introduction 2-16overview 10-2server 10-4

Caller Applications Editor, definition GL-2

carried trafficdefinition GL-2

IN-1


Centum Call Seconds (CCS)calculating busy hour 3-6definition GL-2sizing ports, using 3-5

Channel Associated Signaling (CAS) 9-9

class of service, definition GL-2

cluster, definition GL-2

codec, definition GL-2

Common Channel Signaling (CCS) 9-5, 9-9

components of Avaya Unified Messengerclient

desktop PC clients 2-6server

Call Me Server 2-12Find Me Server 2-11MWI Server 2-13Tracing Server 2-12Voice Server 2-10

counters, statistics and performance 2-11

DDial-by-Name

addressing 4-3definition GL-2using NameNet 5-3

Digital Meridian Integration Device (DMID),definition GL-3

Direct Inward Dialing (DID), definition GL-2

Domino Administratordefinition GL-3subscriber administration 2-9

Domino domain, definition GL-3

Domino servercalculating impact on capacity 3-18description 2-8software requirements 3-16voice mail domain design rules 3-4

DTMF, definition GL-3

EE1 9-8

definition GL-3

QSIG voice cards 9-10

Erlangcalculating busy hour 3-6definition GL-3sizing ports, using 3-5

Ethernet 3-19

events, definition GL-3

Exchange servercalculating impact on capacity 3-18description 2-8voice mail domain design rules, Exchange

2000 3-3voice mail domain design rules, Exchange

5.5 3-3

Exchange site, definition GL-4

Ffax capability, Voice Server component 2-11

fax routing addressdefinition GL-3enabling subscribers 7-4

fax serversfunctions 2-14interoperability, requirements 7-2, 7-3relationship with voice mail domains 7-2, 7-3routing inbound fax calls to 7-5

faxesenabling subscribers 7-4receiving 2-14routing to third-party fax servers 7-5

Find Medefinition GL-3providing support for 8-9using 8-9

GGrade of service (GOS)

capacity planning 3-7definition GL-4tables B-1

GSMaudio encoding 2-18definition GL-3

IN-2 101-1620-009

Hhunt group

definition GL-4pilot number for fax servers 7-5telephony concepts 9-5

IIBM Lotus Domino 3-16

desktop PC clients 2-7server 2-8subscriber administration 2-9using Avaya Unified Messenger over slow

networks 3-26

in-band signaling, definition GL-4

integrated voice mailbox, introduction 2-7

Interchangedefinition GL-1using with Avaya Unified Messenger 5-3

intercom paging, definition GL-4

interoperabilityOctel Analog Networking 5-2single-site 5-10

IVM file, definition GL-4

Llocal area network (LAN), communicating

through 2-8

local mailbox numbersaddressing 4-3definition GL-4

Mmailbox

definition GL-4forwarding 5-10security 6-4unified 1-5

mailbox length, Octel Analog Networking 5-5

Mailbox Monitoring Server 8-6, 8-10

message confirmation, definition GL-4

messages, addressing 4-2

messaging, Voice Server component 2-10

Microsoft Exchangedesktop PC clients 2-6subscriber administration 2-9using Avaya Unified Messenger over slow

networks 3-21

Microsoft Internet Explorer 5 3-16, 3-17

monitoring, system usage reports 6-5

multilingual text-to-speech 2-11

multimedia PC, definition GL-4

MWIadministering 8-12definition GL-4providing notification 8-10server functions 2-13server requirements 3-17using 8-12

NName prompt, definition GL-5

NameNet 5-3

network traffic, sizing the system 3-19

networked components 2-4

Notes client, definition GL-5

Notify Meautomatic 8-4caller requested 8-4capabilities 8-2definition GL-5notification messages 8-4providing notification 8-2

numeric addressaddressing 4-4definition GL-5

OOctel Analog Networking

addressing from Avaya Unified Messenger5-9

addressing from Unified Messengeradministered 5-7

custom recipient, definition GL-5

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definition GL-5designing addressing schemes 5-4forwarding messages 5-10Gateway 5-9introduction 5-2messaging features 5-2sending to Unified Messenger 5-9single-site interoperability 5-10

automatic mailbox forwarding 5-10sizing ports for outgoing messages 3-8UMAVA addressing 5-8

Octel Analog Networking GatewayAdministration Extension, definition GL-5Administration Extension, introduction 2-17Administration, definition GL-5Administration, introduction 2-17definition GL-5Voice Server component 2-10

offered traffic 3-6, GL-5

operation history database, definition GL-5

operation history event generation, Voice Servercomponent 2-11

Operation History Viewerdefinition GL-5introduction 2-16using a slow network connection 3-25

operator, definition GL-6

optional greeting, definition GL-6

outgoing call features 3-8

Outlook 2000 3-16

Outlook 98 3-16

Ppasswords

definition GL-6disconnecting callers 6-5for telephone user interface 6-4

PBXdefinition GL-6introduction 2-15

PBX integrationdefinition GL-6

Digital Set Emulation 9-5inband DTMF 9-3introduction 2-15QSIG D channel 9-5RS-232 serial 9-4separate devices 9-4sizing ports 3-8telephony concepts 9-3

PC client applications, definition GL-6

PC user interface, definition GL-6

PCI, definition GL-6

peer e-mail server, definition GL-6

personal greeting, definition GL-6

pilot numberdefinition GL-6telephony concepts 9-5

planning. See sizing

please hold prompt, definition GL-6

port group, definition GL-7

Port Monitordefinition GL-7introduction 2-16using a slow network connection 3-25

portsrequirements 3-9tables A-1

prefix, Octel Analog Networking 5-4

prompt, definition GL-7

PSTN, definition GL-7

QQSIG

definition GL-7T1 and E1 voice cards 9-10

RRAS connections. See slow network connections

recipient’s name confirmation 6-4

Reporting Tooldefinition GL-7introduction 2-16

IN-4 101-1620-009

monitoring system usage 6-5using a slow network connection 3-25

requirementsCall Me Server 3-17hardware and software 3-14MWI Server 3-17Tracing Server 3-17Voice Server 3-14

Ssecurity

monitoring system for misuse 6-5recipient's name confirmation 6-4rules for disconnecting callers 6-5subscriber accounts 6-2subscriber mailboxes 6-4voice mail domain 6-2

Set Emulationdefinition GL-7PBX integration 9-5telephony concepts 9-8voice cards supported 9-10

signaling 9-9

Significant Event Log, Voice Server component2-10

Simplified Message Desk Interface (SMDI),definition GL-7

sizingadditional network traffic 3-19determining busy hour 3-5disk space requirements 3-18grade of service 3-7number of Exchange users 3-18outgoing call features 3-8PBX integration 3-8tables A-1voice mail domain 3-2Voice Servers 3-10worst case network load 3-19

slow network connectionseffect on

Operation History Viewer 3-25Port Monitor 3-25Reporting Tool 3-25

Unified Messenger Options 3-25Unified Messenger Subscriber

Administration 3-25Visual Voice Editor 3-25Voice Form 3-24Voice Mail System Configuration 3-25Voice Recorder 3-25

using the telephonerecording 3-23

using with multimedia 3-21playback 3-22recording 3-21

using with the telephone 3-23playback 3-23

spoken name 5-3

statistics and performance counters, Voice Servercomponent 2-11

Subscriber administrationfor IBM Lotus Domino 2-9for Microsoft Exchange 2-9introduction 2-9

subscribersdefinition GL-7fax-enabling 7-4security for mailbox access

PC user interface 6-4

supervised transfer 9-6definition GL-7

switch. See PBX

TT1

CAS voice cards 9-10definition GL-8digital trunks 9-8QSIG voice cards 9-10

T1 digital trunks 9-8

telephone user interfacedefinition GL-8introduction 2-5

telephonyanalog telephony inteface 9-7concepts 9-1E1 digital trunks 9-8

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protocols 9-7T1 CAS telephony inteface 9-8

text-to-speechdefinition GL-8multilingual 2-11Voice Server component 2-10

Token Ring 3-19

Tracing Serverdefinition GL-8functions 2-12introduction 2-12requirements 3-17

tracing system, definition GL-8

transaction database, definition GL-8

transfers 9-6

UUMAVA. See Unified Messenger Alternate

VoiceMail Address

unified mailboxdefinition GL-8introduction 1-5

Unified Messenger Alternate VoiceMail Address5-7, 5-8

definition GL-8

Unified Messenger Optionsdefinition GL-9introduction 2-6, 2-7using a slow network connection 3-25

Unified Messenger Subscriber Administrationdefinition GL-9

unsupervised transfer 9-6definition GL-9

user profile, Voice Server component 2-10

VVisual Voice Editor

definition GL-9introduction 2-16using a slow network connection 3-25

voice cards 9-10

Voice Formdefinition GL-8introduction 2-6using a slow network connection 3-24

voice mail domainadministering 6-2definition GL-9design rules 3-2introduction 2-2security 6-2

Voice Mail System Configurationdefinition GL-9introduction 2-15setting up security 6-2using a slow network connection 3-25

Voice Mail User Administration Extensiondefinition GL-9using a slow network connection 3-25

Voice Message Form 2-7

Voice player, definition GL-9

voice portdefinition GL-9telephony concepts 9-2

Voice Recorderdefinition GL-9introduction 2-6using a slow network connection 3-25

Voice Serverdefinition GL-9functions 2-10introduction 2-10operations 3-20sizing 3-10

WWAV file, definition GL-9

wide area network (WAN), communicating via2-8

Windows 2000 3-16, 3-17

worst-case network load, calculating 3-19

IN-6 101-1620-009

Avaya Unified Messenger Concepts and Planning Guide · 2002-11-22 · Avaya Unified Messenger 5.0...

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Transcript of Avaya Unified Messenger Concepts and Planning Guide · 2002-11-22 · Avaya Unified Messenger 5.0...