Avaya Concepts and Planning Guide

Avaya Unified Messenger
Concepts and Planning Guide

Version 5.0
Avaya Inc.
211 Mount Airy Road
Basking Ridge, New Jersey 07920
www.avaya.com
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comments to infodev@avaya.com
2002 Avaya Inc. All rights reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and many be
registered in certain jurisdictions. Unless otherwise specified, all trademarks identified by and are
registered trademarks or trademarks, respectively, of Avaya Inc. Microsoft is a registered trademark of
Microsoft Corporation. IBM, Lotus and Domino are trademarks or registered trademarks of International
Business Machines Corporation. All other trademarks are the properties of their respective owners.
101-1620-009 iii
Preface
Overview
This guide provides:
! The concepts underlying Avaya Unified Messenger, including
voice mail domains, addressing, client and server operations, and
telephony concepts.
! A description of the hardware and software components of Avaya
Unified Messenger.
! A glossary of Avaya Unified Messenger terms.
Audience
This guide is intended for use by anyone recommending, purchasing, or
installing Avaya Unified Messenger, and those interested in learning more
about Avaya Unified Messenger. Readers should be familiar with the
concepts and operation of Microsoft
Windows and Microsoft Exchange

or IBM
Lotus
TM
Domino
server.
Avaya Unified Messenger 5.0 Concepts and Planning Guide
iv 101-1620-009
Conventions
The following conventions are used in this guide:
Avaya Unified Messenger Documentation
See the following documentation for more information about Avaya
Unified Messenger:
! Avaya Unified Messenger Administrators Guide, 101-1618-009
Provides information on administering the Avaya Unified
Messenger system.
! Avaya Unified Messenger Voice Card Installation Guide,
101-1955-002
Describes how to install and configure voice cards to
communicate with the PBX.
! Avaya Unified Messenger Telephone User Interface Online User
Guide
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 Unified
Messenger from the telephone user interface.
! Configuration Notes
Provides integration information for several types of PBX and fax
devices. Available from your Avaya Unified Messenger support
representative or at the Avaya Support Centre at
support.avaya.com
Convention Description
Initial Capitals Names of applications, programs, menu items, and
dialog boxes
italic type Book titles
This section contains information applicable to
Solution Microsoft
Exchange version only.

This section contains information applicable to
Solution IBM
Lotus
TM
Domino
version only.
Preface
101-1620-009 v
! Voice card documentation
Provides information on installing Dialogic or Brookrout voice
cards, and on installing and configuring driver software and
firmware.
Brooktrout documentation is available on the Avaya Unified
Messenger CD-ROM.
Documentation for Microsoft Exchange version only
! Server installation Guides:
Avaya Unified Messenger Solution Microsoft Exchange
2000 version Installation Guide, 101-2019-000
Avaya Unified Messenger Solution Microsoft Exchange
5.5 version Installation Guide, 101-2018-000
Provides information on the installation process for Avaya
Unified Messenger server components.
! Avaya Unified Messenger Client Installation Guide,
101-1953-001
Provides information on how to install the Avaya Unified
Messenger client interface.
! Avaya Unified Messenger Client User Guide, 101-1987-000
Provides information on how to use the Avaya Unified
Messenger client interface.
Documentation for IBM Lotus Domino version only
! Avaya Unified Messenger IBM Lotus Domino version
Installation Guide, 101-2020-000
Provides information on the installing Avaya Unified Messenger
server components for IBM Lotus Domino installations.
! Lotus Domino Unified Communications Services for Avaya,
Administrators Guide
Provides information on installing and configuring Domino
Unified Communications Services for Avaya Unified Messenger.
Available with Domino Unified Communication Services.
vi 101-1620-009
Avaya Unified Messenger support
For Avaya Unified Messenger support, visit the Avaya Support Centre at
support.avaya.com
For important, up-to-date information on Avaya Unified Messenger, see
the Readme file available on the Avaya Unified Messenger CD-ROM.
Contents
vii 101-1620-009
Chapter 1 Introducing Avaya Unified Messenger
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .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 Architecture
Voice 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
viii 101-1620-009
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 System
Design 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
101-1620-009 ix
IBM Lotus Domino version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-26
Chapter 4 Designing Addressing Schemes
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2
Local mailbox numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
Dial-by-Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
Numeric addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-4
Chapter 5 Providing Interoperability with Existing Octel Servers
Introduction 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 Rules
Establishing 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 Servers
Overview 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
x 101-1620-009
Chapter 8 Support for Message Notification
Providing 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 Concepts
Telephony 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 Applications
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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
101-1620-009 xi
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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101-1620-009 1-1
1
Introducing Avaya Unified
Messenger
This chapter introduces Avaya Unified Messenger and discusses the
following topics:
! The benefits of using Avaya Unified Messenger
! Avaya Unified Messenger product features
1-2 101-1620-009
Introduction
Today the Internet, e-mail, voice mail, and fax are established as strategic,
enabling technologies at companies large and small. As a result, people
are receiving both a larger volume and more types of messages than ever
before.
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 task
of retrieving, prioritizing, and storing messages can be inconvenient,
complex, and time-consuming, even though it is expected that messaging
enhances and streamlines the communications process.
To make this task easier, Avaya Unified Messenger leverages your
existing Microsoft Exchange or IBM Lotus Domino infrastructure,
eliminating the need to retain and manage separate voice and e-mail
systems. It provides:
! Messaging convenience
Enables subscribers to view, listen to, send, store, and retrieve all
their messages from one mailbox (the unified mailbox) with
whatever access tool is the most convenient at any particular
time: telephone, desktop computer, portable computer, or fax
device.
! Simplified messaging management
With Avaya Unified Messenger, organizations can simplify
communications administration, maintain accurate messaging
directories, and reduce communication costs.
! Interoperability
Utilizing Octel Analog Networking, Avaya Unified Messenger
systems communicate with other Avaya Octel voice messaging
systems. This means that subscribers can exchange voice
messages with users on other Avaya Octel messaging servers that
support Octel Analog Networking.
Note: Octel Analog Networking is available with Avaya
Unified Messenger Solution Microsoft Exchange
version only.
Introducing Avaya Unified Messenger
101-1620-009 1-3
Benefits summary
Avaya Unified Messenger uses your existing e-mail server to deliver a
truly unified messaging architecture that meets the mission-critical
demands 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 a
single location.
Unified messaging
Avaya Unified Messenger provides a single interface to voice, e-mail and
fax messages. Subscribers can retrieve, respond to, and manage all
messaging from a telephone, desktop PC with multimedia capability, or
Internet connection.
! Telephone access
Subscribers can use the telephone user interface (TUI) to send,
receive and manage voice, e-mail, and fax messages. E-mail
messages are read using Text-to-speech (TTS)
1
conversions.
! PC access
Subscribers can send, receive, and manage their e-mail, voice and
fax messages from a desktop PC. Subscribers can play voice
messages, using a multimedia PC or through the TUI, and reply
with a voice message or e-mail.
Mobility
With Avaya Unified Messenger, subscribers can send and retrieve
messages when away from the office. Enhanced notification functionality
ensures quick response to any type of incoming communication whether
onsite or remote. Subscribers can reply to a message, regardless of the
form in which it was originally created, without having to switch to a
different inbox or application.
Avaya Unified Messenger supports real-time Find Me capability, instant
telephone and pager notification, Message Waiting Indicator (MWI), and
other advanced notification devices.
1. Powered By DECtalk
Text-to-Speech Technology (English version only)

1-4 101-1620-009
Interoperability with other Avaya voice mail systems
Avaya Unified Messenger supports Octel Analog Networking. This
support allows the Unified Messenger application to exchange voice
messages with any of Avaya's voice messaging systems, including the
Octel 200, 300, 250, 350, and the INTUITY AUDIX servers.
Avaya Unified Messenger can connect to Avaya Interchange through the
Octel Analog Networking protocol. Avaya Interchange is a gateway for
providing connectivity to Avaya and other vendors voice messaging
systems.
Note: Octel Analog Networking is available with Avaya Unified
Messenger Solution Microsoft Exchange version only.
Multiple language support
Avaya Unified Messenger supports multiple languages and allows
multinational companies to use the system in virtually any of their offices
worldwide. The TUI supports U.S., U.K., and Australian English;
Canadian and Parisian French; German; Italian; Spanish; Brazilian
Portuguese; Dutch; Japanese; Chinese; and Korean. It automatically
provides text-to-speech conversions based on the language of the e-mail
message.
101-1620-009 1-5
Ease of administration
For each Avaya Unified Messenger subscriber, all voice mail, telephone
answering, e-mail, fax, and data messages (including documents and
forms) are stored on the e-mail server. This means that Avaya Unified
Messenger offers administrators the following benefits:
! Leveraging your existing Microsoft Exchange or Lotus Domino
infrastructure eliminates the need to retain and manage separate
voice and e-mail systems.
! All messaging administration can be handled by a single
administrator.
! Management tools are combined into one application.
! A single directory for voice, e-mail, and fax messages simplifies
system management.
! Updates to the directory are automatically replicated to all
systems, so changes need to be made only once for voice and
e-mail.
! A common message transport infrastructure can be maintained.
! A single mailbox for each user allows for a simple, single point of
administration.
1-6 101-1620-009
Product features
This section provides an overview of features of Avaya Unified
Messenger available to Avaya Unified Messenger subscribers.
Accessing, composing, and sending messages
By consolidating voice, e-mail, and fax into a single mailbox, Avaya
Unified Messenger subscribers can easily access, compose and send
messages 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, and
subject headers. E-mail messages and subject headers are
read using text-to-speech (TTS)
Reply to e-mail messages or voice messages with voice
Forward e-mail messages or voice messages, with or without
comments
Delete or save e-mail, voice messages, or fax messages
Convert e-mail messages and attachments into faxes for
printing 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 Avaya
Unified Messenger Solution Microsoft Exchange version)
! Using a desktop PC, subscribers can do the following:
Send, forward, reply, and listen to voice messages using the
telephone or multimedia
Reply to messages in one medium (for example, voice) with
another 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 a
telephone
101-1620-009 1-7
Store, delete, reply to, or forward e-mail, voice, or fax
messages
! 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 Unified
Messenger mailbox using the TUI or desktop PC.
! Subscribers can use the Personal Configuration feature from the
TUI to:
Record greetings
Enable or disable Avaya Unified Messenger features, such as
Find 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 from
the desktop PC to:
Record greetings
Personalize call handing, such as call screening and
out-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 Messenger
client applications
1-8 101-1620-009
Message notification
Avaya Unified Messenger provides the following message notification
features:
! Call Me
Alerts subscribers of new messages in their inbox by calling them
at a designated number.
! Find Me
Redirects unanswered calls to another location, allowing callers
to reach the Avaya Unified Messenger subscribers live.
! Notify Me
Notifies subscribers when calls arrive by sending caller
information to a pager or other third-party notification device.
! Message Waiting Indicator (MWI)
Alerts subscribers of new messages by displaying a lamp or using
a stutter dial tone.
Note: MWI is not available with all switch integrations.
101-1620-009 2-1
2
System Architecture
This chapter introduces the Avaya Unified Messenger system architecture
and 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
2-2 101-1620-009
Voice mail domain
A voice mail domain is a group of Voice Servers that share the same set of
properties. The Voice Servers in a voice mail domain can be seen as a
single virtual server for that domain. This virtual server allows any
Avaya Unified Messenger subscriber in the domain to use the telephone
user interface (TUI) to call in, access their mailboxes, and retrieve their
messages. Also, the virtual server can call the telephone of any subscriber
who runs PC client applications to play back voice messages.
Any changes made to the properties of a voice mail domain are updated
and replicated automatically to all Voice Servers in the domain. Voice
mail domains provide the ability to store and retrieve properties that
belong to a set of Voice Servers working together to provide integrated
call answering.
An organization can create multiple voice mail domains, for example, one
in each major geographical site. Figure 2-1 shows a typical
implementation. It consists of two voice mail domains, one in San
Francisco with three Voice Servers and two e-mail servers, and one in
London with one Voice Server and one e-mail server.
For information on designing voice mail domains see Design rules for
voice mail domains on page 3-2.
System Architecture
101-1620-009 2-3
1 PBX
2 Subscribers VMD1
3 Tracing Server for VMD1
4 Voice Servers
5 Tracing Server for VMD2
6 E-mail Server/Directory Server
7 Subscribers VMD2
8 Call Me Server/MWI Server for VMD1
Figure 2-1. Example of implementation of voice mail domains
1
1
2
3
4
4
4
4
5
6
7
6
6
2
7
LAN
San Francisco
Voice mail domain 1
Voice mail domain 2
LAN
London
8
2-4 101-1620-009
Networked components
Figure 2-2 shows the networked components of the Avaya Unified
Messenger environment. The networked components are described in
detail in the following sections in this chapter.
1 Telephone User Interface (TUI)
2 PC User Interface (Clients)
3 E-mail server/Directory server
4 Voice Server
5 Tracing Server
6 Call Me Server/MWI Server
7 Fax server (optional)
8 Fax (optional)
9 PBX
Figure 2-2. Avaya Unified Messenger networked components
9 1
2
4
3
6
7
8
5
6
System Architecture
101-1620-009 2-5
Telephone User Interface
The telephone user interface (TUI) is an automated attendant and a voice
messaging system that provides subscriber and caller access to Avaya
Unified Messenger through the telephone, and allows subscribers
telephone access to their inbox. It also provides voice mail subscribers
with a friendly and easy way to record, send, reply to, or forward voice
mail messages.
Using the TUI, subscribers can access the following:
! E-mail, fax, and voice messages
Subscribers can use the text-to-speech conversion feature of
Avaya Unified Messenger to listen to e-mail messages and fax
headers over the telephone.
! Personal Configuration options
This feature enables subscribers to configure the main voice mail
properties of their mailbox, such as call answering options,
prompts and greetings, and message access options.
2-6 101-1620-009
Desktop PC clients
Using client applications from a desktop PC, Avaya Unified Messenger
subscribers can send and receive voice messages and configure their own
voice mailbox settings.
Desktop PC clients (Microsoft Exchange version)
From a desktop PC, subscribers can use the following Avaya Unified
Messenger applications:
! Avaya Unified Messenger Voice Form
The Avaya Unified Messenger Voice Form allows subscribers to
review and send voice messages from within Microsoft Exchange
clients such as Microsoft Outlook. The Voice Form includes a
voice control that can be used to create and play voice messages
either using a telephone or from a multimedia PC. The voice
control provides familiar audio controls, such as, Pause, Stop,
Skip ahead, and Skip back.
Using the Voice Form, subscribers can reply to and forward voice
messages with both voice and e-mail messages. They can also
attach an e-mail or voice message to a fax message.
! Avaya Unified Messenger Voice Recorder
Avaya Unified Messenger Voice Recorder works independently
from Microsoft Exchange and Avaya Unified Messengers Voice
Form. It allows subscribers to send voice mail and
voice-annotated items, without having to start up an e-mail
application.
With the Voice Recorder, subscribers can record voice and embed
recordings as a voice object in an OLE or ActiveX application,
such as Microsoft Word. Using Voice Recorder recipients of the
document can listen to and change the recording.
! Avaya Unified Messenger Options
Avaya Unified Messenger Options enables subscribers to modify
their 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, the
administrator sets subscriber defaults for incoming calls and
message handling.
System Architecture
101-1620-009 2-7
Desktop PC clients (IBM Lotus Domino version)
From a desktop PC, subscribers can use the following IBM Lotus Domino
Unified Communications services:
! Integrated voice mailbox
A specialized Lotus Notes mail file provides a combined Inbox
for all messages, as well as a Voice Inbox tailored for voice
message display and management.
! Voice Message Form with Player/Recorder
The Voice Message Form, while maintaining the look and feel
familiar to both Notes and iNotes Web Access clients, also
includes an integrated player/recorder that subscribers use to
create and play voice messages either from a telephone or from a
multimedia PC. The player/recorder provides familiar audio
controls, such as, Pause, Stop, Skip ahead, and Skip back.
! Avaya Unified Messenger Options
Using Avaya Unified Messenger Options, subscribers can modify
their mailbox settings at any time from the Notes client and
Domino Administrator client. When the mailbox is initially
enabled for voice mail, the administrator sets subscriber defaults
for incoming call and message-handling. Depending on how the
administrator configures the mailbox, subscribers can modify all
or some of their mailbox settings.
2-8 101-1620-009
E-mail server
Depending on your messaging environment, subscriber mailboxes are
created 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 for
administering subscriber mailboxes. The Microsoft Exchange server
communicates with other Microsoft Exchange servers on the LAN, and
with servers on remote sites by means of a WAN or network dial-up
connection. Microsoft Exchange servers and can also communicate with
other e-mail systems across the Internet.
Avaya Unified Messenger supports the Exchange 2000 server and
Exchange 5.5 server. With Exchange 2000, subscriber mailboxes are held
separately from the server, in the Active Directory.
IBM Lotus Domino server
In the unified messaging environment, the Domino server provides a
single message store for each subscriber. This message store holds all
messages voice, e-mail, and fax that the subscriber receives. In
addition, to manage attributes for Avaya Unified Messenger subscribers
and Avaya Voice Servers, Domino uses a directory, which is kept
up-to-date by replication. Whenever there is a change to one replica of the
directory, the change is automatically replicated to all other replicas of the
directory in the organization. This automatic synchronization ensures that
information about subscribers and about the configuration of the unified
messaging environment is always correct.
System Architecture
101-1620-009 2-9
Subscriber administration tools
Subscriber administration tools are used to set up and maintain Avaya
Unified 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 mail
accounts 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 under
Microsoft Exchange 2000 administration. Avaya Unified
Messenger Subscriber Administration adds the Unified
Messenger property page to Microsoft Exchange mailbox
properties in Windows Active Directory. On the Unified
Messenger property page, administrators can configure
subscriber properties, and launch Unified Messenger Options.
! Voice Mail User Administration Extension
This administration tool extends the Microsoft 5.5 Server
Administrator with voice mail administration for a mailbox.
Administrators can enable a mailbox for voice mail and maintain
voice mail information for a Avaya Unified Messenger
subscriber.
Subscriber administration (IBM Lotus Domino version)
The Domino Directory has been enhanced to store subscriber information
in the Person document. Access through the Notes client and Domino
Administrator client allows administrators to enable mail files for use
with Avaya Unified Messenger. In addition, administrators or subscribers
can modify Unified Messenger settings, such as the TUI password.
Changes and actions initiated are completed and distributed throughout
the entire Domino environment.
2-10 101-1620-009
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 the
telephone system. It provides or supports the following functions:
! Call management. Provides an interface between the voice cards
and the Avaya Unified Messenger telephony applications.
! Messaging. Provides communication between the e-mail
infrastructure and the Avaya Unified Messenger applications.
! User Profile. Provides access to the data associated with
individual subscribers, such as their password and spoken name.
! Text-to-speech.
1
The Voice Server includes a speech synthesis
software that allows subscribers to hear their e-mail messages
over the telephone using a computer generated spoken voice. This
feature is also used for name confirmation when a recorded name
is not available.
! Administration, configuration, and addressing support.
! Octel Analog Networking gateway support. Allows users on one
Avaya voice messaging system to exchange messages with users
on other Avaya voice mail systems.
Note: Octel Analog Networking is available with Avaya
Unified Messenger Solution Microsoft Exchange
version.
! Significant Event Log. The Voice Server software records
significant events or alarms in the Windows Event Log.

System Architecture
101-1620-009 2-11
! Statistics and performance counters. The Voice Server software
outputs statistics and performance information using the
Windows Performance Monitor.
! Operation history event generation. Voice Server software
components generate operation history events during their
execution. These events are written to the operation history
database.
! Fax capability. The Voice Server software detects faxes and
forwards them to third-party fax servers.
Note: To reduce processing demands, install the Voice Server
software on a dedicated machine.
Multilingual
text-to-speech
The Voice Server includes speech synthesis software that allows
subscribers to hear their e-mail messages over the telephone. This feature
is also used for name confirmation when a recorded name is not available.
Organizations that receive e-mail in more than one language can enable
multilingual TTS. Multilingual TTS identifies the language of e-mail
messages and reads them in that language. The following languages are
available:
! English
! French
! German
! Spanish
! Dutch
! Italian
! Brazilian Portuguese
! Japanese
Find Me Find Me enables subscribers to set up schedules with an associated list of
phone numbers for forwarding unanswered calls. For more information
on Find Me, see Providing Support for Find Me on page 8-9.
Note: Find Me is only available with digital telephony integrations.
2-12 101-1620-009
Tracing Server
The Tracing Server records operational information about activity in
Avaya Unified Messenger. Events, for example, port activity, are passed
to the Voice Server in the voice mail domain and are stored in an
operation history database. An administrator can generate reports that
summarize voice mail activity by using the Unified Messenger Reporting
Tool application.
The Tracing Server maintains connections with all Voice Servers in a
voice mail domain and performs the following tasks:
! Collects all events generated by each Voice Server in a voice mail
domain which are of interest to an administrator for diagnostic
purposes, for example, a message waiting state generated by the
TUI
! Writes the events to the operation history database
! Periodically creates transactions from the operation history
database and writes them to the transaction database (optional)
! Periodically cleans up expired events from the operation history
database and from the transaction database (optional)
Call Me Server
Call Me allows subscribers to be called when messages meeting specified
criteria arrive in their mailbox. A Call Me Server uses the Mailbox
Monitoring service for checking when new messages arrive. It performs
the following tasks:
! Maintains a list of subscribers with active Call Me rules and
stores information about each subscriber mailbox that has Call
Me 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 the
subscriber 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.
System Architecture
101-1620-009 2-13
Message Waiting Indicator Server
The Message Waiting Indicator (MWI) Server alerts subscribers when
messages meeting specified criteria arrive in their mailbox. Subscribers
are 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 the
Mailbox Monitoring service for checking when new messages arrive and
an MWI service that determines when a subscribers indicator should be
set or reset.
An MWI Server performs the following tasks:
! Maintains a list of subscribers with active MWI and stores
information 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 Message
Waiting Indicator (MWI) on page 8-10.
2-14 101-1620-009
Fax server
The fax server is a third-party component to which the Voice Server
delegates all functionality related to sending and receiving faxes. Avaya
Unified Messenger, in conjunction with a compatible fax server, offers the
following fax features:
! Fax messages can be received and stored in a subscribers
mailbox.
! Subscribers can send fax messages and e-mail messages to fax
devices for printing.
! A copy of a subscribers Inbox listing can be faxed to a fax device
through the TUI.
For more information on third-party fax server compatibility with Avaya
Unified Messenger, see Providing Interoperability with Fax Servers on
page 7-1.
Incoming faxes Incoming faxes can be received in several ways, depending on how the
system is set up with Direct Inward Dialing (DID):
! On systems with a single DID, callers call into a subscribers
mailbox and press Start on their fax device.
! On systems with multiple DIDs, fax calls can be sent directly to
the fax server.
! On systems without DID, callers call the subscribers automated
attendant from the fax machines telephone, select the
subscribers extensions by using either Dial-by-Name or by
entering the subscribers extension number, and press Start on
their fax device.
Once fax calls are received, Avaya Unified Messenger transfers the call
from the Voice Server to the fax server. When the fax server answers the
call, the Voice Server identifies the intended recipient and switches the
call to the fax server to receive the fax. The fax server then delivers the
fax message to the recipients mailbox.
E-mail messages that have attachments, for example, a document in
Microsoft Word or Microsoft Excel format, can be converted to fax
format by the fax server and can be printed to a fax device. The types of
attachments that can be printed to a fax device depend on the capabilities
of the fax server.
System Architecture
101-1620-009 2-15
PBX
The telephone switch (PBX or Centrex) transfers calls from within the
enterprise or from the outside telephone network (PSTN) to the Voice
Server.
By using PBX integration, the Voice Server receives information about
calls 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 (for
example, 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 maintaining
the voice mail system. Properties that are shared across Voice Servers in a
voice mail domain can be configured centrally. Changes made to a voice
mail domains properties are replicated to all Voice Servers in the domain.
2-16 101-1620-009
Operation History Viewer
This tool lets administrators view events generated by voice mail system
activity that are logged in the Avaya Unified Messenger operation history
database. Administrators can view live events as they are added to the
operation history database or they can view historical events.
Reporting Tool
This tool enables administrators to generate reports for monitoring voice
mail system usage, for planning capacity, and for tracking security. Once
a report is generated, an administrator can zoom in on a specific area or
print the report for reference. Reports can also be exported to several file
formats or attached to a message sent as an e-mail attachment.
Port Monitor
This application provides a graphical interface for checking and changing
the status of ports on a Voice Server.
Visual Voice Editor
This application presents a graphical interface for recording customized
company prompts for use by the automated attendant, for example, the
organizations Welcome greeting. Customized prompts can be recorded
using multimedia PC or a telephone. Visual Voice Editor displays audio
data as a waveform to enable precise editing of prompts.
Caller Applications
Caller Applications enables administrators to customize the Avaya
Unified Messenger TUI by creating additional levels of menus and
prompts.
For more information on Caller Applications, see Avaya Unified
Messenger Caller Applications on page 10-1.
System Architecture
101-1620-009 2-17
Octel Analog Networking Gateway administration
Messenger Solution Microsoft Exchange version.
Depending on the messaging environment, administrators can use one of
the following tools to administer an Octel Analog Networking gateway:
! Octel Analog Networking Gateway Administration tool
This administration tool allows you to administer an Octel
Analog Networking gateway in the Microsoft Exchange System
Manager under Exchange 2000 administration. Using Octel
Analog Networking, Avaya Unified Messenger subscribers can
exchange voice messages with any other Octel Analog
Networking-enabled voice mail system, either at the same site or
at remote sites.
! Octel Analog Networking Gateway Administration extension
This administration tool extends Microsoft Exchange 5.5 Server
Administrator with administration for an Octel Analog
Networking gateway. Using Octel Analog Networking, Avaya
Unified Messenger subscribers can exchange voice messages
with any other Octel Analog Networking-enabled voice mail
system, either at the same site or at remote sites.
2-18 101-1620-009
Audio encoding formats
Avaya Unified Messenger supports Global System for Mobile
Communications (GSM) 6.10 audio encoding format. This audio
encoding format has a coding rate of approximately 13 KB per second.
The GSM audio compression manager codec is available on all Windows
desktops. Voice messages recorded by using Avaya Unified Messenger
and sent to non-Avaya Unified Messenger users can be played back by
using Microsoft Sound Recorder or Media Player on a multimedia PC
without requiring any additional software.
Note: If you have upgraded from an earlier version of Avaya
Unified Messenger that used Rhetorex ADPCM, you can
continue to use the Rhetorex ADPCM format. However, you
cannot create new voice mail domains that use Rhetorex
ADPCM. ADPCM is not available with Dialogic telephony.
101-1620-009 3-1
3
Sizing the System
This chapter discusses the main points to consider when determining
hardware and software specifications for Avaya Unified Messenger. It
contains 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
3-2 101-1620-009
Design rules for voice mail domains
When designing Avaya Unified Messenger voice mail domains, the
following 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-mail
server acts as host e-mail server for an Avaya Unified Messenger
Voice Server.)
! Different Voice Servers in a voice mail domain can have different
directory servers.
! Different Voice Servers in a voice mail domain can have different
peer e-mail servers.
! Each voice mail subscriber can belong to one voice mail domain
only.
! 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 Voice
Server.
! An e-mail server can be a host to more than one voice mail
domain.
! Each directory server can be a server of more than one Voice
Server.
! Each directory server can be a server of more than one voice mail
domain.
! There can be several PBXs in a voice mail domain. However,
each PBX must be linked to its own Voice Server, and the
numbering plan must be the same for all PBXs. This ensures, for
example, that the automated attendant can use only an extension
number and transfer code to transfer calls to subscribers on the
same switch or on different switches.
Sizing the System
101-1620-009 3-3
! There is only one PBX integration link per Voice Server. This
means that if your PBXs are integrated, you need one Voice
Server per PBX or group of networked PBXs.
Note: To link one Voice Server to a group of networked
PBXs, the PBXs must be of the same type, and calls
must be transferred between the PBXs using the
same settings. The PBXs must be connected so that
when a call arrives at a Voice Server, the integration
information is the same, regardless of the original
number dialed.
Rules for Exchange 2000 messaging environments only
! Each Voice Server can have only one directory server. The
directory server must be an Active Directory Domain controller
configured as a global catalog.
! A Windows 2000 domain can contain more than one voice mail
domain.
! A voice mail domain can contain subscribers in different
Windows 2000 domains.
Rules for Exchange 5.5 messaging environments only
! Each Voice Server can have only one directory server. The
directory server can be any Exchange 5.5 server.
! An Exchange 5.5 site can contain more than one voice mail
domain.
! A voice mail domain cannot contain subscribers or Voice Servers
in different Exchange 5.5 sites.
3-4 101-1620-009
Rules for IBM Lotus Domino messaging environments only
! Each Voice Server must have one directory server or cluster per
Domino domain in which voice mail enabled users exist.
! A Domino domain may contain more than one voice mail
domain.
! A voice mail domain may contain subscribers in more than one
Domino domain.
! When you create a voice mail domain, the peer directory server
for the first Voice Server in the voice mail domain becomes the
primary server in the voice mail domain.
Sizing the System
101-1620-009 3-5
Capacity planning
Accurate port sizing is critical to the successful implementation of any
voice processing application. A careful analysis of system traffic patterns
must be made. Specifically, the volume of calls generated by internal
subscribers and external callers to the system during the busiest hour of
the day must be determined.
Busy hour traffic is used in the calculation to determine the number of
ports needed to provide an acceptable level of service to the users. Most
newer PBXs provide traffic statistic reports that can provide an accurate
picture of traffic patterns on the switch. When preparing the
implementation of a messaging system, the planner needs to study a
minimum of one weeks traffic data to determine daily and hourly call
volumes.
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 a
traditional voice mail system. Alternatively, in an organization where
subscribers dial in to listen to e-mail messages, more ports may be
required as the length of time that ports are busy may be higher than in
traditional voice mail systems.
How to determine
the 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 statistics
by type of call, for example, incoming calls, outgoing calls, and calls to
specific hunt groups. These reports can be used to determine what the
specific traffic patterns are and when the busy hour occurs.
Suppose that during the course of a typical business week the traffic
report indicates that Monday is the busiest day for incoming calls. On
Monday a total of 3,500 calls are received, and the hourly statistics show
that 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 the
customers busy hour.
Another way of expressing busy hour traffic is as a percentage of total
daily traffic. In the example above, 350 busy hour calls is 10% of the
3,500 total calls received for the day. If traffic statistics are not available,
then an educated guess at busy hour traffic is required. The graphs in
Appendix A, Sizing for Ports can be used as guidelines for estimating
how many users can be supported with a given number of ports based on
some assumptions about average daily port usage per subscriber. These
tables also provide for traffic patterns of 10%, 14%, and 18% busy hour
traffic.
3-6 101-1620-009
Units of
measurement for
busy hour traffic
Busy hour traffic is normally expressed in units of measurement such as
minutes, Erlangs, or Centum Call Seconds (CCS).
Note: 1 CCS = 100 call seconds. For example, there are 3,600
seconds 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 hour
traffic. For example, suppose that during busy hour, 120 calls are
generated with an average length of 30 seconds each. This equals 3,600
call seconds (120 x 30) of busy hour traffic. This same number can also be
expressed as 60 call minutes, 1 Erlang, or 36 CCS of busy hour traffic.
That is:
Calculating the
amount of busy
hour traffic
Standard traffic-engineering tables are used to determine the proper
number of ports based on busy hour offered traffic. Offered traffic is the
total traffic offered to a group of ports during the busy hour, including
calls that are blocked. It is usually expressed in minutes, Erlangs, or CCS.
To calculate the total minutes of busy hour offered traffic, two variables
must be known or estimated:
! The average number of calls generated during the busy hour. This
is 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 time
must include call setup and tear-down time. Setup time starts
from 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 to
process another call after a caller hangs up or is disconnected by
the server.
3,600 call seconds(/60) = 60 call minutes(/60) = 1 call hour or
Erlang = 36 CCS
Sizing the System
101-1620-009 3-7
Below is a telephone answering and messaging example with no other
applications in use:
If 1,500 calls (forwarded and direct calls) are generated during the busy
hour and the AHT of a call is 45 seconds, the total busy hour traffic can be
calculated 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 traffic
data that reflects the calling patterns specific to an installation or
application. If busy hour calls are underestimated, the number of ports
might not be sufficient to provide users with an acceptable level of
service. If busy hour calls are overestimated, the additional number of
ports increases the cost of providing the service needlessly. To calculate
the number of ports accurately, it is necessary to understand the concept
of grade of service.
Grade of service Grade of service (GOS) is the probability that an incoming call is blocked
and, 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 of
100 calls are likely to be blocked during the busy hour, the system is said
to provide a P.02 GOS. If no more than 5 out of 100 calls are likely to be
blocked, the system provides a P.05 GOS. P.01 is a better GOS than P.05
and, therefore, requires more ports.
Common industry GOS for messaging servers is P.01, P.02, P.03, and
P.05.
There is a trade-off between cost and GOS. The choice is a business
decision based on a number of factors, including an assessment of how
critical the application is to the business, and an assessment of the cost of
ports required to provide the required GOS.
The tables in Appendix B Grade of Service show the maximum amount
of busy hour traffic supported by a number of ports for each GOS.
3-8 101-1620-009
PBX integration
device sizing
As described in PBX integration on page 9-3, PBX integrations are
accomplished by different methods depending on the PBX type and the
capabilities of the PBX. Although all PBX integrations perform the same
basic functions, they all accomplish it in a slightly different manner.
Therefore, the number of integration devices required to support a given
number 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 call
features: Intercom
Paging and Octel
Analog Networking
Outgoing call features include intercom paging and Octel Analog
Networking message delivery. These features require the use of a port by
the Voice Server to place an outgoing call.
Messenger Solution Microsoft Exchange version only.
The traffic generated by these features can significantly affect the GOS if
this traffic is not included in the estimate of busy hour offered traffic. If
outcall delivery traffic is managed so that the majority of it occurs outside
the busy hour, the impact on busy hour GOS is minimized. For instance,
network delivery schedules can be defined to allow only urgent messages
from priority subscribers to be delivered during the busy period. If a large
amount of outgoing call traffic is expected during the busy hour, it might
be preferable to size a separate group of outgoing ports and dedicate them
to outcalling applications only.
For a conservative estimate of the number of ports required for outgoing
Octel Analog Networking messages, use this calculation:
Number of ports = 1 + (average message length * estimated daily
number of messages) / total daily duration of the window during
which 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.
Sizing the System
101-1620-009 3-9
Total estimated port
requirements
To summarize, when sizing the number of total ports required for any
given server to provide a desired GOS, the following factors must be
considered.
! Estimated total busy hour offered traffic generated by both
internal and external callers
! Estimated total busy hour offered traffic generated by all
applications, including those that place outgoing calls
A system planner needs to allow for a safety or growth factor of 5% to
15% when sizing the initial implementation.
3-10 101-1620-009
Calculating the number of Voice Servers required
Having established the total number of voice ports, it is possible to
estimate the minimum number of Voice Servers needed. The minimum
number of servers is equal to the total number of ports needed, divided by
the 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 the
number of PCI slots available and the number of cards supported. The
maximum number of cards supported by a Voice Server is 6 for analog, 6
for Set Emulation, 2 for E1 QSIG, and 3 for T1 QSIG.
To determine the correct (not the minimum) number of servers needed, it
is 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 page
9-3.
! 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 required
depending on the telephony type and number of voice ports.
For more information on telephony types, see Telephony protocols on
page 9-7.
Analog telephony
In this example, an organization has 9000 subscribers requiring a total of
92 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 to
distribute the ports across 3 Voice Servers.
Sizing the System
101-1620-009 3-11
T1 QSIG telephony
92 voice ports.
! 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 incoming
call and one voice port is used for the outgoing call. Therefore, if
subscribers regularly use Find Me with QSIG, the number of ports
required will be higher. This must be taken into account when calculating
the number of Voice Servers required.
150 ports. This is based on the assumption that two-thirds of calls result in
a Find Me call.
! Number of Voice Servers = 3
Set Emulation
92 voice ports.
! 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 to
distribute the ports across 3 Voice Servers.
3-12 101-1620-009
Planning for redundancy
When planning an Avaya Unified Messenger implementation, it is
recommended that you include redundancy. Redundancy means that when
a server goes out of service, the system can continue to send and receive
messages.
Voice Server redundancy
Use the following guidelines when planning for Voice Server redundancy:
! Ensure that the voice ports are distributed evenly across Voice
Servers in the voice mail domain. You can do this by installing an
equal number of voice cards on each Voice Server. This ensures
that if one or more Voice Servers is out of service, an adequate
number of voice ports are still available.
For more information on voice ports, see Voice ports on page
9-2.
! If you are using Set Emulation or QSIG telephony, ensure that
incoming port groups for all Voice Servers are in the same hunt
group. If incoming port groups are in different hunt groups, calls
presented to a port group on a Voice Server that is out of service
may not be routed to another voice port on an available Voice
Server.
For more information on hunt groups, see Hunt groups on page
9-5.
! If you are using an integration device, such as PBXLink, you can
plan for redundancy by using a separate integration device for
each Voice Server in the voice mail domain. This ensures that if a
Voice server goes out of service, all remaining Voice Servers are
still connected to the switch.
! If you are using analog telephony, you can use wiring to enable
two Voice Servers to be serviced by a single extension on the
PBX. This ensures that if one Voice Server is not available, calls
from the PBX extension can go to the other Voice Server.
Note: It is not necessary to plan for Voice Server redundancy for
client applications. If a Voice Server becomes unavailable,
Avaya Unified Messenger automatically connects the
subscriber to another Voice Server in the voice mail domain.
Sizing the System
101-1620-009 3-13
Microsoft Exchange server redundancy
If you are implementing Avaya Unified Messenger for Microsoft
Exchange, you can achieve full redundancy by ensuring that each Voice
Server in the voice mail domain communicates with a separate peer
e-mail server. This means that if a peer e-mail server is out of service only
one Voice Server is affected.
3-14 101-1620-009
Hardware and software requirements
This section lists the minimum recommended hardware and software
requirements for Avaya Unified Messenger.
Minimum Voice Server requirements
Table 3-1 lists the minimum recommended hardware requirements for
installing the Voice Server under Windows 2000 Server or Windows 2000
Advanced Server.
Table 3-2 lists the maximum number voice ports supported on a Voice
Server 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 processor
Intel Pentium III
512 MB RAM
Ports
Analog 48
T1 CAS 48
T1 QSIG 69
E1 QSIG 60
Set Emulation 48
Sizing the System
101-1620-009 3-15
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 voice
cards)
Table 3-3. Recommended Voice Cards
Ports Voice Cards
Analog
1
1. With Analog lines you can have up to 48 ports. However, you may be
restricted by the number of PCI slots on your machine.
4
2
8
24
2. This card is supported but is no longer available for sale.
4-port Brooktrout VPS4 (US and Canada
only)
4-port Brooktrout VPS4i (US international)
8-port Brooktrout PCI
24-port Brooktrout VRS24/ATSI combo (US
and Canada only)
T1 QSIG 23 - 69 Dialogic D/240JCT-T1
E1 QSIG
30 - 60 Dialogic D/300JCT-E1-120
Dialogic D/300JCT-E1-75
Set
Emulation
8 - 48 Dialogic D/82JCT-U
3-16 101-1620-009
Table 3-4 lists the software requirements for installing the Voice Server
under Windows 2000 Server or Windows 2000 Advanced Server.
Table 3-4. Software Requirements for Voice Server Installation
Software Version
Microsoft
Windows
2000
Microsoft Windows 2000 Server with the latest service
pack
or
Microsoft Windows 2000 Advanced Server with the
recommended service pack.
Microsoft
Exchange
Microsoft Exchange 2000 system management tools
or
Microsoft Exchange 5.5 with service pack 6a.
IBM Lotus
Domino
IBM Lotus Domino 5.0.10 or higher
MS-Outlook
Microsoft Outlook 2002 software
Microsoft Outlook 2000 software
Microsoft Outlook 98
Microsoft
Internet
Explorer
Microsoft Internet Explorer 5 or higher
Sizing the System
101-1620-009 3-17
Minimum Call Me/MWI/Tracing Server requirements
Table 3-5 lists the minimum recommended hardware requirements for
installing these Avaya Unified Messenger Servers under Windows 2000
Server 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, MWI
or Tracing Server under Windows 2000 Server or Windows 2000
Advanced Server.
Number of
Voice 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-Windows
Version
Microsoft Windows 2000 Server with the
recommended service pack
or
Microsoft Windows 2000 Advanced Server with the
recommended service pack
Microsoft
Internet
Explorer
Microsoft Internet Explorer 5 or higher
3-18 101-1620-009
Evaluating the additional load on e-mail servers
Implementing Avaya Unified Messenger affects the activity of the e-mail
servers and the disk space usage. The extent of this effect depends on the
type of subscriber usage. For example, in an organization where
subscribers are desk bound and where Avaya Unified Messenger is used
mostly for call answering, the additional load is considerably lighter than
in an organization where subscribers frequently access their mailboxes
through 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 KB
per second (97.5 KB per minute).
Subscriber
mailboxes
A subscriber who receives five voice messages per day, with an average
message length of 60 seconds, requires 486 KB of storage space to keep
all messages stored on the e-mail server or on another machine if
subscribers store the messages in their personal folders. However, most
people have no need to store all of the messages they receive. Subscribers
should be encouraged to remove unnecessary copies of messages from
their e-mail client folders. For example, subscribers should make sure the
Deleted Items and Sent Items folders do not retain copies of messages
longer than necessary.
Note: With Avaya Unified Messenger, port usage and TUI
characteristics differ from those in traditional voice mail
systems. For example, the average message length can be
shorter than in a traditional voice mail system.
Offline message
taking
When the e-mail server is not running, all voice messages from outside
callers are temporarily stored on the Voice Server. This offline spooling
facility requires enough available disk space on the Voice Server to hold
all voice mail coming in during that time. For example, about 0.4 GB of
free disk space on the Voice Server is required to store 67 hours of voice
messages in GSM format.
Sizing the System
101-1620-009 3-19
Evaluating the additional network traffic
Implementing Avaya Unified Messenger results in the flow of voice data
over the organizations data network. This section provides the
information required to calculate the additional network traffic generated
by an Avaya Unified Messenger system. This calculation is based on
several 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 that
the link between the e-mail server and Voice Servers provides for low
latency. Also, it is important that the e-mail server and domain controllers
have good connectivity, and that the data network is responsive.
Worst-case network
load
To calculate the worst-case network load contributed by a voice mail
domain, substitute the number of Voice Servers in the voice mail domain
for S and the number of ports on each Voice Server P in the following
formula:
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 Voice
Servers, each with 24 ports, the worst-case network bandwidth is
5x24x13=1,560 kilobits per second. In addition, it is necessary to apply a
factor to allow for the overhead applicable to the network protocols and
options that are in operation.
This calculation is based on the worst-case assumption that all ports are
recording or playing voice data at the same time. It provides a calculation
of the total network traffic potentially added, but no indication concerning
the direction or path taken by this data.
Dedicated
connection
Average values will be much lower than indicated by the worst-case
calculation presented in the previous section. However, they can still
represent a significant load on the LAN connections between the Voice
Servers and the e-mail servers. For that reason, each Voice Server in a
multiserver environment needs to be given a dedicated switched Ethernet
spur or switched token ring segment connecting directly into the
backbone network.
3-20 101-1620-009
Types of operations The Avaya Unified Messenger Voice Servers open data streams between
Voice Servers and:
! E-mail servers
! Client systems
The actual e-mail server associated with each data stream depends on the
operation and, in some cases, the associated mailbox:
! The operation of telephone answering results in the establishment
of a data stream between the Voice Server and the Voice Servers
peer e-mail server.
! The following operations result in the establishment of a
connection between the Voice Server and the e-mail server
containing the mailbox of the relevant subscriber:
Playing back a voice message over the telephone
Recording a voice message to be sent to another subscriber
using the telephone
A caller listening to one of the subscriber's prerecorded
greeting messages
It is possible, using the information above, to calculate the worst-case and
normal throughput requirement for each Voice Server and e-mail server
pairing.
Sizing the System
101-1620-009 3-21
Using Avaya Unified Messenger with slow network
connections
This section describes how data flow is affected by using Avaya Unified
Messenger 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 a
subscriber uses multimedia or the telephone and whether voice messages
are recorded or played back.
This section explains how the data flow is affected by slow network
connections, for example, Remote Access Services (RAS), when playing
back or recording messages using multimedia or the telephone. It also
lists client applications and administration utilities that can be affected.
Note: This section does not address the connectivity between Voice
Servers and Exchange servers. These require high-bandwidth
and 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 PC
until recording is completed. Only then is the message copied to the
Exchange server mailbox. This means that a slow network connection
does not affect the recording process. However, a delay in copying the
message from the client PC to the Exchange server can be experienced.
This delay depends on the message length and the network bandwidth
between the client system and the Exchange server.
3-22 101-1620-009
Playing back voice messages
When you open a voice message, the audio data is downloaded from the
Voice Server to the client PC. Before pressing the Play button, subscribers
should wait until the Progress bar indicates that all the voice data has been
downloaded. If they press the Play button while voice data is being
downloaded, the playback pauses at the point where the slider catches up
with 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 messages
automatically when opened, the message plays when all the audio data
has been downloaded, or after 10 seconds, depending on which is sooner.
If the voice message plays while the audio data is being downloaded, the
playback pauses, and the subscriber must then replay the message.
Once all the audio data in a voice message has been downloaded to the
client PC, the slow network connection does not affect message playback.
Figure 3-1 shows an example of a message being played back while the
voice data is being downloaded.
1 Progress bar
2 Slider
Figure 3-1. Using multimedia to play back a message
2 1
Sizing the System
101-1620-009 3-23
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 the
Exchange server to a telephone via the Voice Server. The playback is not
affected by the speed of the client network connection. However, if
playback controls are used, for example, fast forward or rewind, these are
routed through the network connection. Playback controls occupy little
bandwidth, so they are only slightly affected by a slow network
connection.
Figure 3-2 shows the data flow when playing back messages by using the
telephone.
1 Exchange Server
2 Voice Server
3 RAS Server
4 PBX
5 Modem
6 Telephone
7 Client PC
Recording voice messages
When you are recording voice messages, the data must be copied from the
Voice Server to the client PC through the slow network connection. the
data is stored on the client PC until the recording is stopped. Once
recording is stopped, the message is copied to the Exchange server
mailbox. Therefore, it is very important to have adequate network
bandwidth. Although lower speeds can work, a minimum speed of 56
kilobits per second between the client PC and the Voice Server is
recommended.
Figure 3-2. Data flow when playing back messages, using the telephone
1 2
4
5
7
6
3
5
When playing back
Public
telephone
network
Playing
back a
message
Playback controls
3-24 101-1620-009
Figure 3-3 shows the data flow when recording voice messages using the
telephone.
1 Exchange Server
2 Voice Server
3 RAS Server
4 PBX
5 Modem
6 Telephone
7 Client PC
The effect of slow
network
connections on
Avaya Unified
Messenger
applications
This section lists Avaya Unified Messenger applications and describes
how each application is affected by slow network connections.
Avaya Unified Messenger Voice Form
If Avaya Unified Messenger Voice Form is used with multimedia, a slow
network connection is sufficient.
If the Avaya Unified Messenger Voice Form is used with a telephone to
play back voice messages only, a slow network connection is sufficient.
However, if voice messages are recorded, a connection of a higher speed
is 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 are
synchronized with the Exchange server message store, it is recommended
that you use multimedia equipment to listen to and record messages
instead of the telephone.
Figure 3-3. Data flow when recording voice messages, using the
telephone
1
2
4
5
7
6
3
5
Recording
a message
When message
is saved or sent
When recording
Public
telephone
network
Sizing the System
101-1620-009 3-25
Avaya Unified Messenger Voice Recorder
It is recommended that you use Avaya Unified Messenger Voice Recorder
with a multimedia equipment, rather than the telephone, when you are
using 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 higher
speed is required when recording prompts and greetings over the
telephone.
Visual Voice Editor
It is recommended that you use multimedia or a 56 kilobits per second
network 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 History
Viewer, and Reporting Tool
Since none of these applications transmit voice messages, they all work
over slow connections. Operation History Viewer and Reporting Tool
connect to the Tracing Server. If Operation History Viewer is to be used in
live mode, the network connection must have enough bandwidth for the
amount of data to be viewed. This may be high for busy systems.
3-26 101-1620-009
IBM Lotus Domino version
There are no major issues with using Avaya Unified Messenger - IBM
Lotus Domino version over slow network connections. However, when
using Avaya Unified Messenger over a slow network connection it is
recommended that users replicate their mail locally.
101-1620-009 4-1
4
Designing Addressing Schemes
This chapter introduces different forms of addressing and describes the
following addressing schemes:
! Local mailbox number
! Dial-by-Name
! Numeric addresses
4-2 101-1620-009
Introduction
When sending voice messages, subscribers enter recipients addresses
differently depending on whether they use the PC user interface or the
telephone user interface (TUI).
From the PC user
interface
Subscribers use the e-mail directory for addressing messages. An address
is always unique within the e-mail directory. An address entered at any
location is automatically available at all locations within the organization.
The e-mail server supports an enterprise-wide directory, which has the
following benefits to Avaya Unified Messenger subscribers:
! The worldwide corporate directory uses unique identifiers valid
from anywhere in the enterprise.
! Directory information updated in one location is automatically
available 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 facility
to enter alphabetic characters easily. They also reduce the number of
digits that are needed to address messages from the TUI. The five special
forms 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, see
Chapter 5, Providing Interoperability with Existing Octel Servers.
Note: UMAVA addressing and Octel Analog Networking
Addressing are available with Avaya Unified Messenger
Solution Microsoft Exchange version.
Designing Addressing Schemes
101-1620-009 4-3
Local mailbox numbers
Local mailbox numbers are used to address any Avaya Unified Messenger
subscriber within a voice mail domain from the TUI. Traditional voice
mail systems typically use this form of addressing.
Within a voice mail domain, all local mailbox numbers must have the
same number of digits. Each local mailbox number must be unique within
the domain. Many organizations use telephone extension numbers as local
mailbox numbers.
In a Centrex environment, many organizations use only the last four or
five digits of the subscriber telephone numbers as local mailbox numbers.
This provides a shorter number that is easy to enter, yet still unique. Other
schemes are also possible.
Note: A local mailbox number has no significance outside the voice
mail domain. For example, it cannot be used as an element of
an Octel Analog Networking address.
Dial-by-Name
Dial-by-Name is a method of addressing messages by spelling the
recipients name using the keys on the telephone keypad. Alternatively
you can use Dial-by-Name to spell the recipients e-mail address, which is
useful if the recipients name includes far eastern characters.
To support Dial-by-Name addressing, Avaya Unified Messenger
maintains an internal database of all recipients in the e-mail directory.
This database is indexed by the DTMF codes corresponding to their
spelled names (in last name, first name order) and to their e-mail
addresses. Any user in the e-mail directory can be selected through
Dial-by-Name addressing, making it equivalent to entering a recipient's
spelled name on the desktop PC. This provides a means of addressing
messages to Avaya Unified Messenger subscribers, users in the e-mail
directory, and users on other Octel systems.
Note: With Dial-by-Name, if subscribers do not record their own
names, the TUI speaks their display names by using
text-to-speech
1
technology. This should be taken into account
when setting up a format for display names.

4-4 101-1620-009
Numeric addresses
A numeric address enables subscribers to address any Avaya Unified
Messenger recipient in an organization.
Every Avaya Unified Messenger recipient must be assigned a unique
numeric address. The numeric address allows a subscriber to send a
message to any recipient from the TUI without having to know the
recipients location. The directory ensures that all numeric addresses are
unique 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 the
local mailbox number in any voice mail domain within the organization.
If the lengths conflict, Avaya Unified Messenger cannot distinguish
between a local mailbox number and a numeric address. It assumes the
address is a local mailbox number. To avoid conflicts with the length of
any local mailbox numbers, leading digits can be added to numeric
addresses.
Organizations might choose to use telephone numbers for numeric
addresses because they are unique. Other possible schemes include:
! A geographic location code associated with a local mailbox
number
! Social security numbers
! Employee numbers
! Short numeric addresses, for example 55 for a Help Desk, or
1 for the CEOs office
101-1620-009 5-1
5
Providing Interoperability
with Existing Octel Servers
This chapter describes how Avaya Unified Messenger for Microsoft can
communicate with existing Octel servers. It introduces Octel Analog
Networking, Avayas solution for voice networking between Octel
servers. It includes information on:
! Designing an Octel Analog Networking addressing scheme
! Addressing Octel Analog Networking messages
! Providing single-site interoperability
Messenger Solution Microsoft Exchange version.
5-2 101-1620-009
Introduction to Octel Analog Networking
Octel Analog Networking is an application that allows users on one
Avaya Octel messaging system to exchange messages with users on other
Avaya Octel messaging systems. For example, organizations already
using Avaya Octels messaging system can provide interoperability with
Avaya Unified Messenger through Octel Analog Networking. This allows
them to link all employees in one cost-effective messaging network that is
easy to use and manage.
With Octel Analog Networking, Voice Servers can be located in the same
building, in different cities, or in different countries around the world.
Avaya Unified Messenger supports Octel Analog Networking as an
Exchange gateway. This allows Avaya Unified Messenger subscribers to
exchange voice messages with users on Octel servers inside their
organization. Subscribers can also exchange voice mail messages with
users outside of their organization, such as customers or vendors, as long
as those users have Octel Voice Servers with Octel Analog Networking
software.
Figure 5-1. Octel Analog Networking provides networking between Octel
servers and Avaya Unified Messenger
Providing Interoperability with Existing Octel Servers
101-1620-009 5-3
Avaya Interchange
Avaya Interchange is a gateway for providing connectivity to Avaya and
other 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 to
one or multiple recipients. With Avaya Interchange, all message routing,
protocol conversions, administrative functions, and management
capabilities reside on the Interchange server. Avaya Unified Messenger is
connected to the Avaya Interchange through the Octel Analog
Networking 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 recipients name, or
contacts 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 the

Microsoft Exchange directory, or contacts name in the Active Directory,
by spelling the recipient's name on the telephone keypad. This feature is
known as Dial-by-Name.
NameNet also provides spoken name confirmation for Octel Analog
Networking messages. With spoken name confirmation, the custom
recipients name or a contacts name, is played to the sender when the
message is addressed. Playing the name confirms that the message is
being sent to the right person.
Note: With Dial-by-Name and spoken name confirmation, if
subscribers do not record their own names, the TUI voices
their display names, using text-to-speech. This should be
taken into account when setting up a format for display
names in Microsoft Exchange.
5-4 101-1620-009
Designing an Octel Analog Networking addressing
scheme
To use the Octel Analog Networking gateway, the administrator must
devise an Octel Analog Networking addressing scheme. If required,
multiple addressing schemes can be set up for a single Octel Analog
Networking node. Multiple addressing schemes allow Octel Analog
Networking messages to be addressed in different ways to the same
destination 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 addressing
Octel Analog Networking messages to the destination system. For more
information on setting up prefixes, see Octel Analog Networking
addressing scheme design rules on page 5-5.
Additional digits Additional digits are the number of digits that the subscriber must enter in
addition to the prefix to form a complete Octel Analog Networking
address. Since an Octel Analog Networking address consists of the prefix
followed by the mailbox number, additional digits are normally the same
as 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 Analog
Networking address.
In some cases, however, the prefix can include only some digits of the
mailbox 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.
101-1620-009 5-5
Mailbox length Mailbox length is the number of digits in the mailbox numbers on the
destination system.
Octel Analog Networking addressing scheme design rules
When designing Octel Analog Networking addressing schemes, the
following 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 mailbox
length.
! The number of digits in the prefix plus the additional digits must
be equal or greater than the mailbox length.
! In multiple addressing schemes, no two prefixes can contain the
same first digits, if the sum of the additional digits and the
number of digits in the prefix is the same in each case. For more
information, see Sample addressing schemes on page 5-6.
Note: This rule applies to addressing schemes across all
Octel Analog Networking nodes in the organization.
5-6 101-1620-009
Sample addressing schemes
Table 5-1 shows examples of valid Octel Analog Networking address
schemes. Table 5-2 shows examples of invalid Octel Analog Networking
multiple addressing schemes.
Table 5-1. Valid Octel Analog Networking multiple addressing schemes
Addressing scheme Why is this valid
prefix
1234
1234
12345
additional
digits
4
5
5
mailbox
length
5
5
5
Although all the prefixes have the
same first digits, the sum of the
additional digits and the number
of digits in the prefix is different
in each case. (See rule 4.)
prefix
12345
4321
4322
4323
additional
digits
3
4
4
4
mailbox
length
4
4
4
4
Although the sum of the
additional digits and the number
of digits in the prefix is the same
(8), the first digits of the prefix
are different in each case. (See
rule 4.)
Table 5-2. Invalid Octel Analog Networking multiple addressing schemes
Addressing scheme Why is this invalid
prefix
1234
12345
additional
digits
4
3
mailbox
length
4
4
1234 has the same first digits as
12345, and in each case, the sum
of the number of digits in the
prefix and the additional digits is
the same (8). (See rule 4.)
prefix
1234
1234
additional
digits
5
6
mailbox
length
4
5
The number of additional digits is
greater than the mailbox length.
(See rule 2.)
101-1620-009 5-7
Addressing Octel Analog Networking messages
Octel Analog Networking addresses provide a means of addressing voice
messages to recipients on a voice messaging server that supports Octel
networking, such as an Octel Message Server.
Addressing Octel Analog Networking recipients from Avaya Unified
Messenger
Two methods can be used for addressing messages to Octel Analog
Networking recipients:
! Administered Octel Analog Networking addressing
! Casual Octel Analog Networking addressing
Administered Octel
Analog Networking
addressing
With administered Octel Analog Networking addressing, the
administrator can do the following:
! Create an Octel Analog Networking custom recipient in the
Microsoft Exchange directory, or an Octel Analog Networking
contact in the Windows 2000 Active Directory.
! Modify an existing directory object, such as a custom recipient or
mailbox, to include a Unified Messenger Alternate VoiceMail
Address (UMAVA).
Custom recipients and contacts
Administrators can create Octel Analog Networking custom recipients in
the Microsoft Exchange directory or Octel Analog Networking contacts
in the Windows 2000 Active Directory. Octel Analog Networking
recipients with an Exchange mailbox in the organization must also have a
separate directory entry for their Exchange mailbox. This means that
Octel Analog Networking recipients can have two directory entries, one
for their e-mail mailbox, and one for their voice mailbox. To distinguish
between the two, it is recommended that the voice mail directory entry is
followed by via voice mail. Each Octel Analog Networking entry must
contain the recipients Octel Analog Networking address and name.
Directory entries are automatically replicated to all directory servers in an
organization.
To send a message to an Octel Analog Networking recipient from the
telephone user interface (TUI), the subscriber enters the Octel Analog
Networking address and receives a spoken name confirmation.
To send a message to an Octel Analog Networking recipient from the
desktop PC, the subscriber selects the Octel Analog Networking recipient
from the Microsoft Exchange Address Book.
5-8 101-1620-009
Unified Messenger Alternate VoiceMail Address (UMAVA)
Administrators can use UMAVA addressing for Microsoft Exchange users
who do not have Avaya Unified Messenger and for users of other e-mail
systems, such as cc:Mail, who have a custom recipient in the Microsoft
Exchange directory or Octel Analog Networking contact in the Windows
2000 Active Directory. UMAVA addressing eliminates the need for two
directory entries for a single user, one for their e-mail mailbox and one for
their voice mailbox, when addressing messages to Octel Analog
Networking recipients from the telephone. This kind of addressing is
particularly beneficial to large organizations where there are many legacy
voice mailboxes.
With UMAVA, the Octel Analog Networking address of the legacy voice
mailbox is added to the existing directory entry. The directory entry
contains two delivery addresses, one for e-mail, and one for voice
messages. UMAVA addresses are automatically replicated to all
Microsoft Exchange servers in an organization.
When sending a message to a recipient with a UMAVA address from the
telephone, subscribers hear the following prompt:
To use the recipients e-mail address, press . To use the Alternate
VoiceMail Address, press .
If they select to use the recipients e-mail address, the message is sent to
the recipients e-mail mailbox. If they select to use a UMAVA address, the
message is sent, through the Octel Analog Networking gateway, to the
recipients voice mailbox.
UMAVA addresses cannot be used from the desktop PC. Instead
subscribers can use casual Octel Analog Networking addressing (see
Casual Octel Analog Networking addressing on page 5-9). To avoid
having to enter the address each time, subscribers can be encouraged to
add Octel Analog Networking entries to their personal address books or
personal contacts in Microsoft Outlook.
1
2
101-1620-009 5-9
Casual Octel Analog
Networking
addressing
To send a message to an Octel Analog Networking recipient from the TUI
with casual Octel Analog Networking addressing, the subscriber enters an
Octel Analog Networking address. This address is made up of a prefix
number and a mailbox number. The Octel Analog Networking gateway
delivers the message to the address specified. Spoken name confirmation
does 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 Octel
Analog Networking recipient has a UMAVA directory entry, the
subscriber can copy the Octel Analog Networking address from the
address properties and paste it in the To: line.
Addressing Octel Analog Networking messages to Avaya Unified
Messenger recipients
To send an Octel Analog Networking message to an Avaya Unified
Messenger recipient from a voice mail system with Octel Analog
Networking, the user enters a network address. This network address
consists of the prefix for the Avaya Unified Messenger Octel Analog
Networking gateway node, followed by the numeric address for the
Avaya Unified Messenger recipient.
5-10 101-1620-009
Providing single-site interoperability
Although Octel Analog Networking is generally used to link multiple
sites, it can also be used to exchange messages between Avaya Unified
Messenger subscribers and Octel message server users at the same site.
When an Avaya Unified Messenger system and a Octel server share the
same PBX, Octel Analog Networking allows the two systems to operate
like a single Voice Server by using automatic mailbox forwarding.
Automatic mailbox forwarding
Automatic mailbox forwarding capability is provided by the
Follow-Me-Forward feature on Octel servers with Aria software and
the 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-Name
to reach any user on the PBX regardless of which server (Avaya
Unified Messenger or Octel message server) the user resides on.
! All messages sent to the mailbox on the Octel message server can
be forwarded automatically to the Avaya Unified Messenger
mailbox, if a subscriber has a mailbox on an Octel message server
and an Avaya Unified Messenger mailbox.
! When sending messages, Octel message server users can address
messages to Avaya Unified Messenger subscribers in the same
way that they address messages to users on the Octel server, that
is, by entering a mailbox number. Messages for Avaya Unified
Messenger subscribers are automatically forwarded to their
mailboxes on the Avaya Unified Messenger system.
Forwarding Octel
Analog Networking
messages
With automatic mailbox forwarding, users on Octel servers at other sites
can send Octel Analog Networking messages to Avaya Unified
Messenger subscribers without any changes to the Octel Analog
Networking addressing scheme. The message is received in the
subscribers mailbox on the Octel server, where it is automatically
forwarded to the Avaya Unified Messenger mailbox.
101-1620-009 6-1
6
Establishing Security Rules
This chapter describes Avaya Unified Messengers security features for
preventing unauthorized access.
6-2 101-1620-009
Establishing security rules
Avaya Unified Messenger offers several features that reduce the risk of
fraudulent long distance charges, unintended disclosure of confidential
information, and decreased performance of the Voice Servers.
Access to voice mail domain administration
Administrators create and maintain voice mail domains and configure the
Voice Servers in these domains. The Voice Mail System Configuration
application presents a collection of property pages for performing these
tasks.
The Avaya Voice Servers run under the Microsoft Windows 2000. All
access to the servers is mediated by the Windows 2000 domain security
mechanism.
Access to the Voice Mail System Configuration application is strictly
controlled through the Voice Mail System Configuration Security
component. This enables administrators to maintain lists of users and
groups who are authorized to administer the voice mail domain. For
information on configuring security for a voice mail domain, see the
Avaya Unified Messenger Administrators Guide.
Access to subscriber account administration
Avaya Unified Messenger administrators create and configure voice mail
accounts for subscribers. Under Exchange 2000, a property page has been
added to Microsoft Exchange mailbox properties in Windows Active
Directory. Under Exchange 5.5, the Microsoft Exchange Administrator
has been extended to include the Unified Messenger property page.
Access to subscriber accounts is restricted to members of the Avaya
Unified Messenger Subscriber Administrators ACL, which is configured
in Voice Mail System Configuration Security component. For information
on configuring security, see the Avaya Unified Messenger Administrators
Guide.
101-1620-009 6-3
The Domino Directory has been enhanced to store subscriber information
in the Person document. Using the Domino Administrator, administrators
can enable mail files for use with Avaya Unified Messenger, manage a
restricted set of Avaya Unified Messenger properties, and launch Avaya
Unified Messenger Options.
Access to Avaya Unified Messenger subscriber information in the
Domino Directory is restricted to members of an access control list (ACL)
in the Domino Administrator. For more information on setting up an ACL
for DUCS administration, see Installing and Configuring Domino Unified
Communication Services.
Access to Avaya Unified Messenger Options is restricted to members of
the Avaya Unified Messenger Subscriber Administrators ACL, which is
configured in the Avaya Unified Messenger Voice Mail System
Configuration component. For information on configuring an ACL in the
Voice Mail System Configuration component, see the Avaya Unified
Messenger Administrators Guide.
6-4 101-1620-009
Access to subscriber mailboxes
Avaya Unified Messenger subscribers gain access to the e-mail server
from a desktop PC or through the telephone user interface (TUI). Access
to messages through the desktop PC is controlled by the security scheme
established for e-mail users. Access through the TUI is controlled by a
subscriber password. This password is set through Avaya Unified
Messenger Options or through the TUI.
The following Avaya Unified Messenger features allow the administrator
to minimize the risk of unauthorized access to the messaging server,
messages and long distance lines.
Subscriber
password for the
TUI
Avaya Unified Messenger subscribers maintain a password for accessing
their voice mail through the TUI. They can do this either from Unified
Messenger Options on their desktop PC or through the telephone user
interface.
The administrator enables a subscriber account for voice messaging and
determines the initial password for telephone access. The initial password
can be a randomly generated number. When subscribers access the voice
mail system through the telephone user interface for the first time, if
Educator is enabled, they are prompted to change their passwords.
Administrators can reset a subscriber password at any time, but they are
unable to view the password.
Subscriber passwords for the telephone user interface can be from 0 to 32
digits in length. The Avaya Unified Messenger administrator establishes
the minimum password length as a system-wide parameter. Increasing the
number of digits in a password lowers the probability that an
unauthorized 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 forces
subscribers to change passwords at predetermined time intervals.
Changing passwords periodically reduces the chances of an unauthorized
user gaining access to a subscribers mailbox.
Recipients name
confirmation
Avaya Unified Messenger confirms the name of the recipient before
sending a voice message from one subscriber to another. This feature
makes it possible for senders of voice messages to ensure that their
messages are delivered to the intended destination.
101-1620-009 6-5
Disconnecting
callers who enter
incorrect passwords
If a caller enters an incorrect password to a subscribers account, Avaya
Unified Messenger informs the caller of the error and requests entry of the
correct password. The caller is offered another opportunity for two
reasons:
! The caller might have pressed keys quickly, inadvertently missing
digits.
! The caller might have recently changed his or her password and
accidentally entered the old password.
Avaya Unified Messenger can be configured to disconnect when a
threshold of between one to three attempts has been met. If a caller does
not enter the correct password in the allowed number of attempts, the
caller is automatically disconnected. This feature prevents unauthorized
users from trying various numbers in an attempt to discover a password.
Handling callers
who make too many
errors
Avaya Unified Messenger has the capability to disconnect or transfer
callers who make too many errors while trying to navigate through the
system. The number of errors from 0 to 9 errors can be configured
on a system-wide basis.
Monitoring system
usage reports
Avaya Unified Messenger provides two standard reports that allow the
administrator to monitor the system for potential misuse. These reports
can be generated using the Avaya Unified Messenger Reporting Tool.
! The Port Statistics report shows the number of calls coming into
the ports. Substantial activity occurring at unusual times of the
day can be an indicator of unauthorized system usage.
! The Login Failures report records information about unsuccessful
telephone logins due to an incorrect password or mailbox number
having been entered. Numerous login failures might indicate that
unauthorized users have been trying to access Avaya Unified
Messenger.
6-6 101-1620-009
Other security
precautions
Additional security measures can be implemented on PBX or Centrex
systems.
Access restrictions can be imposed by limiting access to the lines used by
Avaya Unified Messenger for call processing through toll restriction.
Long distance carriers also have security services available to help control
unauthorized users. They can monitor normal usage and provide
immediate notification of unusually high long distance call activity.
Organizations should contact their long distance carrier for more
information about these services.
101-1620-009 7-1
7
Providing Interoperability with
Fax Servers
This chapter describes how third-party fax servers interoperate with
Avaya Unified Messenger. It includes information on:
! Overview of fax server interoperability with Avaya Unified
Messenger
! Requirements for fax server interoperability with Avaya Unified
Messenger
! Enabling fax
7-2 101-1620-009
Overview of fax server interoperability with Avaya
Unified Messenger
It is recommended that the third-party fax server resides on a separate
server. The fax hardware is connected to a fax hunt group on the PBX.
1 PBX
2 Fax cards
3 Voice cards
4 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 fax
servers
1
2
3
4
5
6
7
Providing Interoperability with Fax Servers
101-1620-009 7-3
Requirements for fax server interoperability with
The following are the requirements for third-party fax server
interoperability with Avaya Unified Messenger:
! The fax server must be integrated with the mail system as an
e-mail connector or an e-mail gateway for fax.
! The fax server must use addressing that is specific to Avaya
Unified Messenger:
! With Microsoft Exchange, use a FAX addressing type
specific to Avaya Unified Messenger.
! With IBM Lotus Domino, use a specified foreign domain
name 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 addresses
and 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 number
supplied by Avaya Unified Messenger with a subscribers fax
routing address.
! The fax server must create faxes as e-mail messages with .TIF
attachments and send them to the intended recipient.
! Depending on your messaging environment, the fax messages
placed in the subscribers inbox should be identified by one of the
following:
! A unique message class (IPM.NOTE.FAX), so that they can
be detected as faxes by Avaya Unified Messenger (Microsoft
Exchange version).
! A unique message type (FAX), so that they can be detected as
faxes by Avaya Unified Messenger (IBM Lotus Domino
version).
Note: If a fax server does not support the message class or
message type, Avaya Unified Messenger does not
classify messages as faxes. Instead, depending on
your fax server, the message is classified as a normal
e-mail message with TIFF attachments.
7-4 101-1620-009
Enabling fax
This section describes how to enable subscribers to use fax with Avaya
Unified Messenger and route inbound fax calls to the third party fax
server.
Enabling subscribers for fax
Subscribers with fax-enabled mailboxes can use the telephone user
interface (TUI) to access fax messages in their mailbox. From the TUI,
fax-enabled subscribers can route fax or e-mail messages (with or without
attachments) to any fax device for printing.
Enabling fax for subscribers (Microsoft Exchange version)
Subscribers are fax enabled when a system administrator adds a fax
routing address (FAXROUTE:) as an e-mail address type for the
subscriber. The contents of 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, Avaya
Unified Messenger forwards a copy of the message to a one-off address of
the form [FAX:nnnnnnn], where FAX is the address type for the fax
server and nnnnnnn is the telephone number of the fax device supplied by
the subscriber.
Enabling fax for subscribers (IBM Lotus Domino version)
Subscribers are fax enabled when a system administrator adds a fax
routing address as an e-mail address type for the subscriber. The contents
of 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, Avaya
Unified Messenger forwards a copy of the message to a ad-hoc address of
the form nnnnnnn@FAX, where FAX is the address type for the fax
server and nnnnnnn is the telephone number of the fax device supplied by
the subscriber.
Providing Interoperability with Fax Servers
101-1620-009 7-5
Routing inbound fax calls to the third-party fax server
Like voice calls, fax calls placed to a subscribers extension are redirected
to the Voice Server when these calls encounter a ring-no-answer or busy
condition. Whenever the Voice Server receives a call and detects that it is
a fax, it places the call on hold and initiates a call to the fax server hunt
group.
After a fixed time delay (5-second default), Avaya Unified Messenger
sends fax routing information as DTMF codes to the fax server and then
transfers the fax call. The fax routing information sent by Avaya Unified
Messenger is determined by retrieving the fax routing address for the
subscriber, based on the called extension number or entered mailbox
number.
After the fax server receives the fax, it completes the following steps:
1. Determines the subscribers address by finding the subscriber
with a matching fax routing address
2. Creates an e-mail message with a .TIF attachment (TIFF group 3
fax format)
3. Does one of the following:
! In Microsoft Exchange, sets the message class to
IPM.NOTE.FAX
! In IBM Lotus Domino, sets the message type to FAX
4. Sends the message to the subscribers mailbox
101-1620-009 8-1
8
Support for Message
Notification
This chapter describes how Avaya Unified Messenger provides message
notification to subscribers. It includes information on providing support
for:
! Call notification using third-party notification systems
! Call Me
! Find Me
8-2 101-1620-009
Providing call notification using third party
messaging systems
This section describes Avaya Unified Messenger support for Notify Me. It
includes the following:
! Overview of Notify Me
! Notification capabilities
! Using Notify Me
Overview of Notify Me
Using the Avaya Unified Messenger Notify Me feature, subscribers can
use a pager, SMS-enabled digital phone, or other device to alert them of
calls to their inbox. When they receive a call, Avaya Unified Messenger
sends an e-mail message to a third-party e-mail address. A system
monitoring this e-mail address determines the actual means of
notification, which is dependent on the service provider. It might, for
example, send a message to the subscribers numeric pager, alphanumeric
pager, 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 by
callers. Subscribers can choose to be notified of all voice
messages or only of voice messages marked as urgent.
! Caller requested notification
Prompts callers to request that the subscriber is notified of their
call by sending a message to the subscribers notification device.
When caller requested notification is enabled, callers hear the
following prompt:
To have <subscribers name> notified, press 9 now.
The notification message can contain the callers telephone
number as well as additional information if required. With this
option, subscribers can be notified of calls even if the automatic
notification option is disabled or if the caller does not leave a
message.
Support for Message Notification
101-1620-009 8-3
! Optional notification message in the subscribers inbox
With caller requested notification, a notification message may
also be sent to the subscribers inbox. This notification message
can be used in the following ways:
Third-party notification applications can monitor the
subscribers inbox and send a notification message when a
notification message is detected.
Rules can be set up to forward certain types of messages to a
notification gateway.
Subscribers can access their inbox from the desktop PC or
telephone and review their notification messages.
Subscribers can keep a record of Notify Me requests that may
include caller information such as the callers telephone
number and the call time.
! Administration by subscribers through the telephone user
interface (TUI) and PC interface
Avaya Unified Messenger subscribers can set Notify Me options
from Unified Messenger Options on their desktop PC or from
Personal Configuration in the TUI.
! E-mail gateway support
Avaya Unified Messenger can send notification messages to
e-mail gateways, including third-party SMS gateways and pager
gateways.
! Internet support
Notification messages can be sent to any Internet address
configured in the subscribers notification address field.
8-4 101-1620-009
Using Notify Me
Subscribers can set up rules for using Notify Me on the Assistant page in
Unified Messenger Options. Notify Me rules are created by selecting
values in rule descriptions for automatic call notification and for caller
requested notification. Note that an e-mail address set up for automatic
notification also applies to caller requested notification.
Automatic call
notification
Subscribers set up automatic notification rules by selecting values in the
following rule description.
When anyone calls and leaves a [voice message], send a notification
message with this [message body] and with this [subject] to [e-mail
address].
An example rule might be:
When anyone calls and leaves a [urgent voice message], send a
notification message with this [callers phone number] and with this
[notification message] to [anon@avaya.com].
Once created, subscribers can enable or disable the automatic notification
rule in Unified Messenger Options. If necessary they can enable or
disable automatic notification using the TUI.
Caller requested
notification
Subscribers set up caller requested notification rules by selecting values
in the following rule description.
When anyone calls and requests I am notified, send a notification
message with this [message body] and with this [subject] to
[e-mail address] and [dont save a copy] in my Inbox.
When anyone calls and requests I am notified, send a notification
message with this [callers name] and with this [notification message] to
[anon@avaya.com].
Once created, subscribers can enable or disable the caller requested
notification rule in Unified Messenger Options. If necessary they can
enable or disable caller requested notification using the TUI.
101-1620-009 8-5
Providing support for Call Me
This section describes Avaya Unified Messenger support for Call Me. It
! 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 or
phone list each time they receive a message that meets specified criteria.
The criteria for requesting Call Me are set by subscribers using rules. For
example, subscribers can choose to be notified of all urgent voice
messages that arrive in their mailbox during their morning commute.
Subscribers can designate a list of phone numbers for Call Me. If there is
no answer at the first number in the list, a call is directed to the next
number in the list and so on, until the subscriber answers. When
answering a Call Me call, the subscriber is invited to log into Avaya
Unified Messenger in order to review the message or messages.
To provide Call Me, a Call Me Server must be present in the voice mail
domain. The Call Me Server includes a Call Me service and a Mailbox
Monitoring service for monitoring subscriber mailboxes. The Mailbox
Monitoring service periodically checks subscribers mailboxes for new
messages that meet the criteria set for Call Me.
When the Mailbox Monitoring service detects a message that meets the
subscribers criteria, the Call Me Server dials the numbers in the
subscribers phone list.
Note: To reduce the load on the e-mail server, install the Call Me
Server and MWI Server on the same machine and set them up
to share the same Mailbox Monitoring service. These
services can also be installed on the Voice Server machine,
although this is not recommended for performance reasons.
8-6 101-1620-009
.
1 Call Me Server and Mailbox Monitoring service
2 Voice Servers
3 PBX
4 Client system
5 E-mail servers
Processes:
! A Monitors subscribers mailboxes to determine mailbox
status.
! B Prompts a Voice Server to call the subscriber when a Call
Me rule is met.
! C Notifies the Call Me Server of changes to subscribers Call
Me options.
Note: The Call Me Server, Voice Servers, and e-mail server must
have their system clocks synchronized using a time service,
and the e-mail client must be installed on the Call Me Server
for the account that runs the Mailbox Monitoring service.
Figure 8-1. Overview of Call Me
1
2
2
2
3
5
5 a
B
B
VMD
LAN
4
A
A
C
101-1620-009 8-7
Administering Call Me
To enable subscribers to use Call Me, administrators must perform the
following 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 in
the voice mail domain.
! Set the minimum time interval for checking subscriber
mailboxes.
! 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 in
Unified Messenger Options. Call Me rules are created by selecting values
in 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 Unified
Messenger options. If necessary, subscribers can use the TUI to enable or
disable the Call Me feature.
8-8 101-1620-009
When answering a Call Me call, the person answering hears the following
message:
If that person is able to answer the call, please press . If that person is
unavailable or cannot be reached at this number, please press . To hear
this 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 the
subscriber presses , they are invited to log into the TUI to check new
messages.
#
1
3
1
#
101-1620-009 8-9
Providing Support for Find Me
This section describes Avaya Unified Messenger support for Find Me. It
! Overview of Find Me
! Using Find Me
Overview of Find Me
Find Me enables subscribers to set up schedules with an associated list of
phone numbers for forwarding unanswered calls. Find Me is implemented
only for calls that are unanswered due to ring-no-answer, not due to busy.
When Find Me is enabled, unanswered calls are forwarded to Avaya
Unified Messenger, which checks if there is an active schedule. If there is
an active schedule, Avaya Unified Messenger prompts callers for their
name, places the call on hold, and dials the first Find Me number in the
phone list associated with the schedule. If the call is answered, Avaya
Unified Messenger responds with the calling partys name and provides
the recipient with an opportunity to accept or reject the call. If the call is
unanswered, Avaya Unified Messenger calls the next number in the Find
Me list. If it reaches the end of the list and all the calls are either
unanswered or rejected, Avaya Unified Messenger allows the caller to
leave 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 in
Unified Messenger Options. Find Me rules are created by selecting values
in the following rule description:
When anyone phones me when schedule [schedule name] is active call
phone numbers in [phone list].
When anyone phones me when schedule [weekend schedule] is active
call phone numbers in [personal list].
Subscribers can enable or disable Find Me rules in Unified Messenger
Options. If necessary, subscribers can use the TUI to disable the Find Me
feature.
8-10 101-1620-009
Providing support for Message Waiting Indicator
(MWI)
This section describes Avaya Unified Messenger support for Message
Waiting 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 meeting
specified criteria arrive in their mailbox. Subscribers are alerted by either
a lamp indicator on their phone or an audible tone (stutter dialtone) when
they pick up the receiver. The indicator is cleared when the message is
opened in the e-mail client or saved or deleted through the TUI.
Subscribers can set up rules for using MWI in Unified Messenger
Options. For example, they can choose to be notified only when they
receive urgent voice messages.
To provide message waiting indication, an MWI Server is required for the
voice mail domain. The MWI Server is a service that communicates with
the Voice Server and the Mailbox Monitoring service. The Mailbox
Monitoring service receives notifications from the e-mail server when the
subscribers mailbox changes. The MWI Server then determines when a
subscribers 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 Server
and Call Me Server on the same machine and set them up to
share the same Mailbox Monitoring service. These services
can also be installed on the Voice Server machine, although
this is not recommended for performance reasons.
101-1620-009 8-11
.
1 MWI Server and Mailbox Monitoring service
2 Voice Servers
3 PBX/MWI hardware
4 Client system
5 E-mail servers
Processes:
! A Monitors subscribers mailboxes to determine mailbox
status.
! B Requests the Voice Server to set or reset MWI.
! C Notifies the MWI Server of changes to subscribers MWI
options.
Figure 8-2. Overview of MWI
1
2
2
2
3
5
5
B
B
B
A
LAN
A
C
4
Set/reset MWI
VMD
8-12 101-1620-009
Administering MWI
To enable subscribers to use MWI, administrators must perform the
following 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-port
PBX 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 Unified
Messenger Options. MWI rules are created by selecting values in the
following rule description:
If [message type] messages, with [importance], have arrived, set my
message waiting indicator.
If [voice] messages, with [high importance], have arrived, set my
message waiting indicator.
Subscribers can enable or disable MWI rules in Unified Messenger
Options. When messages meet an MWI rule, subscribers are alerted by
either 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 the
message in the e-mail client or save or delete the message by using the
TUI. Alternatively, subscribers can reset the indicator from Unified
Messenger Options.
101-1620-009 9-1
9
Telephony Concepts
This chapter describes how Avaya Unified Messenger communicates with
different telephony environments to provide call-processing features. It
includes information on the following:
! Telephony components
! Telephony protocols
9-2 101-1620-009
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 switching
equipment (PBX or Centrex) and the unified messaging environment.
Voice Servers communicate with the switch via a number of telephone
end-points known as voice ports. Voice ports receive inbound calls and
place 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 the
Voice Server. Avaya Unified Messenger supports a range of voice cards,
offering different port densities, from 8-port cards upwards. Voice ports
can be configured into port groups that are associated with the following
Avaya Unified Messenger components:
! Telephone user interface (TUI)
! PC client
! Call Me Server
! Octel Analog Networking
Voice cards provide telephony signaling to the Avaya Unified Messenger
software. The way in which this signaling is implemented depends on the
telephony protocol. For example, with analog telephony, the signaling is
implemented in the voice path. With other types of telephony protocol, for
example, QSIG, a separate signaling channel is used.
For more information on telephony protocols, see Telephony protocols
on page 9-7.
Telephony Concepts
101-1620-009 9-3
PBX integration
Avaya Unified Messenger uses PBX integration to provide integrated call
answering. PBX integration is achieved when a call is presented to a
voice port and information about the call is supplied to the Voice Server
software. This information includes reason for the call (for example, a
direct call or a call deflected on busy detection), called party information
(for example, the number of the busy extension for a deflected call), and
the calling party number, if known.
PBX integration
options
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 Voice
Servers port, when the call is first placed to the port. Voice Servers are
configured to recognize the format of these tone strings and interpret the
information.
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.
9-4 101-1620-009
RS-232 serial integration
With RS-232 serial integration, a separate serial communications
interface is used to connect the Voice Server(s) and switch. When an
incoming call is sent to the Voice Server, a data packet containing call
information is sent from the switch to Avaya Unified Messenger.
Although it is sent using a path that is separate from the incoming call, the
data 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 to
send data to the Voice Server. The most widely used protocol is the
standard 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 the
Voice Server via the RS232 serial connection and is linked with
the associated incoming call on port x.
5. The Voice Server answers the call on port x and plays the
appropriate greeting to the caller.
Note: Some PBXs can support only a single serial interface for one
hunt group. Voice Servers, when used in a multiserver voice
mail domain, can operate with a single serial interface. This
is known as remote integration.
Separate integration devices
Some PBXs require a separate integration device. These devices present a
serial integration interface to Avaya Unified Messenger, while the PBX
recognizes these devices as a number of proprietary digital telephone sets.
Avaya Unified Messenger supports a number of separate integration
devices, 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 are
connected.
Telephony Concepts
101-1620-009 9-5
QSIG D Channel
ISDN protocols, such as QSIG, carry signaling information in the D
channel for calls where voice data is carried in separate but associated
bearer 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 own
hand sets to the switch. These protocols provide call control and
integration information.
Hunt groups
A hunt group is a pre-programmed collection of extensions that is
configured on the PBX. A single pilot number presents a call to one of the
available ports within the hunt group. Hunt groups can be designated for
specific purposes, for example, incoming only or outgoing only. The
simplest hunt groups are linear (available ports are hunted in sequential
order).
When planning for Avaya Unified Messenger, use hunt groups to balance
the load on voice ports. This is important because multiple Voice Servers
can be installed with multiple telephony cards.
Types of hunt
groups
! Linear
Calls start at the first port. When the first port is busy, the next
call goes to the second port. If the first port becomes free, the next
call goes to the first port, and so on.
! Uniform call distribution (UCD)
Calls start at the first port. Subsequent calls go sequentially to the
second, third and fourth ports, and so on, regardless of whether
earlier ports become available. The first port does not receive
another 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, if
the first port has been idle for 30 seconds, the second for 50
seconds, and the third for 40 seconds, the first call goes to the
second port.
9-6 101-1620-009
Telephone answering
Telephone answering is the sequence of events that enable the voice mail
system to answer calls on behalf of a subscriber, if the line is busy or if the
subscriber did not answer.
A supervised transfer occurs when the voice mail system monitors the call
progress during a transfer. The transfer is completed only if it will be
successful.
An unsupervised transfer (known also as a blind transfer) occurs when
the voice mail system does not monitor the call progress and completes
the transfer regardless of the destination of the call.
Telephony Concepts
101-1620-009 9-7
Telephony protocols
Avaya Unified Messenger supports the following telephony protocols for
connecting 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 protocols
and describes the characteristics and deployment options associated with
Avaya Unified Messenger.
Analog telephony
interface
The simplest way to connect Avaya Unified Messenger to the PBX is
through an analog telephony interface. With analog signaling, sound is
represented by varying current rather than digital signals. Telephony
signaling, such as on-hook or off-hook, is conveyed by completing and
disconnecting the circuit. The Voice Server dials outbound calls using
DTMF 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, the
PBX normally gives a second dialtone, allowing Avaya Unified
Messenger to place an enquiry call. The Voice Server can then dial
another number and transfer the call (by hanging up). Depending on the
PBX type, the PBX reconnects Avaya Unified Messenger to the caller if
the inquiry call clears or fails.
Analog with DTMF call-progress signaling
Using standard tones, such as ring-back and busy, to convey call progress
can be imprecise and slow. For example, when a Voice Server dials an
outbound call and detects when the call is answered, it must to go
off-hook, wait for a dialtone and then dial the number. At this point, it
detects one of the following standard tones: ring-back, busy, speech, or
silence. It can take some time to detect the standard tone, particularly if
detection is inferred by the absence of other tones. However, when using
DTMF tones the Voice Server can quickly and accurately detect call
progress.
9-8 101-1620-009
T1 digital trunks A T1 connection is a digital transmission link with a capacity of 1.544
mbps. T1 trunks carry 24 concurrent telephone connections multiplexed
into time slots. Each time slot carries sound digitized at 64 kbps, which
can be used to convey voice or signaling information.
T1 is a standard for digital transmission in North America. It is widely
used by telecommunications service providers to connect to remote
locations and to connect PBXs to public networks. T1 digital trunks can
connect Voice Servers to the PBX. This enables the use of simplified
wiring, with one wire for 24 time slots: 23 bearer channels (voice) and
one signaling channel (data).
E1 digital trunks Outside North America, the standard for primary rate connections is an
E1 digital trunk. An E1 digital trunk is a digital transmission link with a
with a capacity of 2.048 mbps. This link is divided into 32 time slots: 30
bearer channels (voice), one signaling channel (data), and one framing
channel. Each time slot carries 64 kbps of data
Set Emulation Set Emulation is a digital protocol developed by switch manufacturers to
connect digital phones to their switches. Using Set Emulation, Avaya
Unified Messenger can emulate digital phone sets. These phone sets can
provide all the features that a voice mail system requires to integrate with
a PBX. For example, they can support the receipt of calling and called
party identity and can have message waiting indicators and programmable
keys.
Telephony Concepts
101-1620-009 9-9
Signaling
Signaling is required to set up, clear, and supervise telephone
connections. With analog telephone lines, digital currents (DC) perform
signaling by using protocols such as E&M, loopstart, and wink start.
Digital trunks need to convey signaling information in a digital format. To
do this, they can use an analog protocol or a protocol developed
specifically for digital networks, such as QSIG. Avaya Unified Messenger
supports 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 digitized
sound. As this does not require a dedicated signaling channel, it allows all
the channels (24 or 32) to handle calls. The CAS protocol can convey
only basic information on the state of each connection. Further
information on the call state can be found by analyzing tones from the
PBX that are encoded in the digitized voice data. Avaya Unified
Messenger supports the use of CAS signaling on T1 trunks by using the
loopstart variant.
Common Channel Signaling (CCS)
CCS signaling uses one or more channels to transmit signaling
information for the remaining channels in the trunk. Non-signaling
channels are known as bearer channels, and signaling channels are known
as data channels. Therefore, for T1 there are 23 bearer channels and one
data channel known as 23B+D. For E1 there are 30 bearer channels and
one data channel known 30B+D. Various signaling protocols can be
conveyed in the D channel.
With QSIG, Avaya Unified Messenger uses QSIG supplementary services
(ISO compatible) to convey integration information and to support
Message Waiting Indicator (MWI) and transfers.
9-10 101-1620-009
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 Unified
Messenger supports a dual-card solution, consisting of a Brooktrout
24-port line-termination card and a 24-port or 32-port ISA or PCI voice
processing card connected using a standard time-division multiplexing
(TDM) bus. These cards and the TDM bus are modular, allowing multiple
line 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 a
dual T1 line termination card supporting up to 48 concurrent telephone
calls. The Aculab card is used in conjunction with Brooktrout 24-port and
32-port voice cards connected using an MVIP TDM bus.
T1 and E1 QSIG voice cards
Avaya Unified Messenger supports Dialogic D/240PCI-T1 and
D/300PCI-E1 voice cards.
Set Emulation
Avaya Unified Messenger supports the Dialogic D82JCT-U voice card
configured for either Nortel Meridian 1 2616 or Avaya Definity G3
7434D phone sets.
101-1620-009 10-1
10
Caller Applications
This chapter introduces Caller Applications Editor and Caller
Applications Runtime and lists the features of Caller Applications. It
contains information on:
! Caller Applications features
! Caller Applications components
! Creating caller applications
! Joining a voice mail domain
10-2 101-1620-009
Introduction
Avaya Unified Messenger Caller Applications enables you to enhance
and extend the telephone user interface (TUI) by creating additional
menus and prompts to customize Avaya Unified Messenger.
Caller applications provide custom extensions to the TUI. Callers can
access these custom extensions:
! From the Automated Attendant.
by entering an identifying number
1
that is associated with a
caller application.
by selecting an Automated Attendant menu choice.
! By calling a specified telephone extension number.
! By being transferred to a mailbox with an associated caller
application.
! From another caller application.
1. Identifying numbers are entered by the caller as mailbox numbers.
Avaya Unified Messenger Caller Applications
101-1620-009 10-3
Caller Applications features
Caller applications can perform the following actions:
! Play prompts.
! Present a menu.
! Transfer a caller to an extension, subscriber mailbox or an
operator.
! 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 to
a schedule.
10-4 101-1620-009
Caller Applications components
The Caller Applications software creates, deploys and executes caller
applications. It consists of the following components:
! Caller Applications Editor
Caller Applications Editor is used to create new caller
applications or edit existing caller applications and store them in
Unified Messenger Application (.UMA) files. It is also used to
deploy new or updated caller applications to the Voice Servers in
the voice mail domain. Caller Applications Editor is run from the
Avaya Unified Messenger menu.
! Caller Applications Runtime
Caller Applications Runtime is a Voice Server subsystem that
executes caller applications.
Running Caller Applications
Caller Applications Runtime is installed automatically with the Voice
Server.
To run Caller Applications:
! Upgrade all Voice Servers in the voice mail domain to Avaya
Unified Messenger V5 or higher.
! Use the Voice Mail System Configuration utility (VMSC) to
ensure 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 updated
on every Voice Server in a voice mail domain.
101-1620-009 10-5
Creating caller applications
Caller Applications Editor has two main menus: the Action menu and the
View 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 properties
and action types.
! Open a caller application.
! Save a caller application.
! Deploy a caller application.
View This menu defines how Caller Applications Editor displays a caller
application, for example, as a graphic or a list.
Saving caller applications
A caller application can be saved at any time using the Action menus
Save or the Save As... options.
Each caller application contains an embedded identifier and a revision
number. The revision number is incremented each time that the caller
application is saved.
If a caller applications .UMA file is renamed or copied by Windows
Explorer, the applications embedded identifier does not change and the
application is treated as the same application. If you use the Save As...
option to rename an application, the .UMA file created has a new
identifier so the application is treated as a new application.
10-6 101-1620-009
Deploying caller applications
You must have Avaya Unified Messenger system administrator privileges
to deploy a caller application in a voice mail domain.
Deployment distributes the caller application to all the Voice Servers in a
voice mail domain. A caller application cannot be used and does not
appear on the list of deployed applications until it is present on every
Voice Server in the voice mail domain. It may take up to a minute after the
application has transferred to all the Voice Servers for the deployment to
complete.
Note: You must update the list of deployed applications before the
new caller application appears. Press F5, or select the Refresh
option.
A Voice Server that is contacted by Caller Applications Editor and asked
to deploy an application can check if it already has a copy of the
application. If the Voice Server already has the application with the same
or a higher version number, it does not re-deploy the application.
Select the caller application and then the Action menus Deploy option to
perform the deployment.
101-1620-009 10-7
Associating caller applications
You must create an association to launch a deployed caller application.
Associations are the link between a deployed caller application and the
information used to access the caller application from the TUI. Each
association contains an embedded template application identifier and one
or 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 number
prompt from the Automated Attendant, and this action launches
the caller application.
Note: If the Automated Attendant has an existing rule that
already uses this mailbox number, this rule will be
executed instead, and the caller application is not
launched.
! The caller rings a specified number or extension number and
launches the caller application.
When creating an association, you must enter information in a number of
fields. These fields are listed in Table -10-1.
10-8 101-1620-009
Table 10-1. Creating associations
This label
identifies the
association.
Each association
defines
conditions that
must be satisfied
before the caller
application can
run.
This is the
name of the
deployed
caller
application to
be launched
by the
association.
Entering
this number
at the
Automated
Attendant
mailbox
prompt runs
the caller
application.
Calling this
number
runs the
application.
The mailbox
number for
the location
of the
announce-
ment if the
caller
application
has
announce-
ment set to
<default>.
Association
Name
Caller
Application
Association
ID
Called
Number
Mailbox
Number
Product
Information
Menu of
Current
Products
5300 This caller
application runs
if either the ID
condition or the
called number
condition is met.
Main Menu New Attendant 5000 2088674000
System News Bulletin Board 5100 4087 The same caller
application can
be reused for
another purpose
by supplying a
different set of
prompts.
Press Releases Bulletin Board 5200 4031
Quiz Trivia Test 2088674100 The association
ID number is
only required if
callers run the
caller
application
interactively.
Quiz by
Association
Trivia Test 6000
101-1620-009 10-9
Joining a voice mail domain
New domain
Caller Applications must be installed on all Voice Servers in a voice mail
domain before deployment can start. If there are other servers in the voice
mail 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 a
new voice mail domain, the list of deployed caller applications and their
associations contained in the voice mail domain properties is blank until
the first caller application is deployed.
It is not necessary for Caller Applications to be enabled to perform
deployment: however, Voice Servers do not run deployed caller
applications unless the Caller Applications feature is enabled with Voice
Mail System Configuration.
Existing domain
There are two ways for a Voice Server to join an existing homogeneous or
heterogeneous domain. The Voice Server can join the domain through:
! Installation
! Voice mail system configuration (VMSC)
Joining through
installation
When a Voice Server joins an existing domain through installation, caller
applications are transferred to the joining Voice Server during the
installation process. If there are a large number of caller applications, this
process can take a long time. To avoid waiting, you can select an option
called Skip Deployment and install the caller applications later.
Joining through
VMSC
You can load caller applications manually from another Voice Server in
the voice mail domain using a Voice Mail System Configuration menu
option, Redeploy Caller Apps. Use this if you have used the Skip
Deployment option during the installation process or if there has been an
incomplete transfer of the caller applications because of software or
network problems.
10-10 101-1620-009
Homogeneous domain
With Voice Servers
running
If a Voice Server joins an existing domain where caller applications are
deployed, the new Voice Server contacts an existing Voice Server and
transfers all the caller applications running in the voice mail domain to
itself.
Without Voice
Servers running
If a Voice Server joins an existing domain where none of the other Voice
Servers are running, you can use Caller Applications Editor to deploy the
caller applications to the new Voice Server. This is not recommended. It is
preferable to wait until there is a running Voice Server available and use
the VMSC menu option Redeploy Caller Apps to transfer the caller
applications to the new Voice Server.
Heterogeneous domain
With Voice Servers
running
If a Voice Server joins a mixed domain where some Voice Servers are
capable of running Caller Applications and some are running previous
versions of Avaya Unified Messenger that do not support Caller
Applications, Caller Applications is disabled. Once all the Voice Servers
have been upgraded, the Caller Applications feature can be enabled
manually from Voice Mail System Configuration.
Without Voice
Servers running
If a Voice Server joins a mixed domain where some Voice Servers are
capable of running Caller Applications and some are running previous
versions of Avaya Unified Messenger that do not support Caller
Applications, Caller Applications is disabled; and there is no transfer of
caller applications to the joining Voice Server. Once all the Voice Servers
are upgraded, Caller Applications can be enabled manually from Voice
Mail System Configuration.
101-1620-009 A-1
A
Sizing for Ports
This appendix gives guidelines for estimating how many users can be
supported with a given number of voice ports.
Calculating the number of supported subscribers
The following graphs can be used as guidelines for estimating how many
users can be supported with a given number of ports, based on average
daily port usage per subscriber. These graphs provide for traffic patterns
of 10%, 14%, and 18% busy hour traffic. All the graphs are based on a
P.02 GOS.
A-2 101-1620-009
B
u
s
y
H
o
u
r
P
e
a
k
T
r
a
f
f
i
c
=
1
0
%
o
f
D
a
i
l
y
C
a
l
l
s
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
2
0
4
0
6
0
8
0
1
0
0
1
2
0
P
o
r
t
s
Average usage per subscriber per day in minutes
2
m
i
n
s
4
m
i
n
s
6
m
i
n
s
8
m
i
n
s
1
0
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i
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i
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i
n
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o
r
P
o
r
t
s
1
0
1
-
1
6
2
0
-
0
0
9
A
-
3
Busy Hour Peak Traffic = 14% of Daily Calls
0
5000
10000
15000
20000
25000
0 20 40 60 80 100 120
Ports
S
u
b
s
c
r
i
b
e
r
s
10 mins
8 mins
6 mins
4 mins
2 mins
A
v
a
y
a
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n
i
f
i
e
d
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e
s
s
e
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s
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n
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i
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A
-
4
1
0
1
-
1
6
2
0
-
0
0
9
Busy Hour Peak Traffic = 18% of Daily Calls
0
000
000
000
000
000
000
000
000
000
0 20 40 60 80 100 120
Ports
A
v
e
r
a
g
e
u
s
a
g
e
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s
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b
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r
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a
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i
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m
i
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t
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s
2 mins
4 mins
6 mins
8 mins
10 mins
101-1620-009 B-1
B
Grade of Service
This appendix illustrates the maximum amount of busy hour traffic
supported by a given number of ports for each grade of service (GOS).
B-2 101-1620-009
Calculating busy hour traffic
Figure B-1 through Figure B-4 show the maximum amount of busy hour
traffic supported by a given number of ports for each grade of service.
Note: Erlangs, CCS, and minutes are three different measures of
traffic. 60 minutes = 1 Erlang = 36 CCS
Grade of Service
101-1620-009 B-3
Figure B-1. Maximum Busy Traffic SupTable B-1ported for a GOS of P.01
B-4 101-1620-009
Figure B-2. Maximum Busy Traffic Supported for a GOS of P.02
Grade of Service
101-1620-009 B-5
Figure B-3. Maximum Busy Hour Traffic Supported for a GOS of P.03
B-6 101-1620-009
Figure B-4. Maximum Busy Hour Traffic Supported for a GOS of P.05
101-1620-009 GL-1
Glossary
Active Directory
The directory service for a Microsoft Windows 2000 Server. The Active Directory stores
information about objects on the network and makes this information available for authorized
administrators and users. It provides administrators with an intuitive hierarchical view of the
network and a single point of administration for all network objects.
association
The link between a deployed caller application and the information used to access the caller
application from the TUI.
automated attendant
An automated service that greets callers and instructs them on how to proceed. Using the
automated attendant, you can also use other call handling features such as intercom paging and call
screening. When enabled, callers are transferred to the subscribers extension. When disabled,
callers are transferred directly to the subscribers mailbox where they can leave a message.
Avaya Interchange
a gateway for providing connectivity to Avaya and other vendors' voice messaging systems. With
Avaya Interchange, all message routing, protocol conversions, administrative functions, and
management 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 day
divided by the number of calls.
blind transfer
See Unsupervised transfer.
busy hour
A method used to calculate the number of ports required when sizing a system. It represents the
busiest hour of the day, when the volume of calls generated by internal subscribers and external
callers reaches its peak.
GL-2 101-1620-009
call management
A component of the Voice Server that provides an interface between the voice cards and Avaya
Unified Messenger telephony applications.
Call Me
A feature that allows subscribers to be called at a designated phone number, or phone list, each time
they receive a message that meets specified criteria. The subscriber is then invited to log onto
Avaya Unified Messenger in order to review the message. Subscribers can set up Call Me rules in
Avaya Unified Messenger Options.
call screening
A call answering option that requires callers to announce themselves before a subscriber answers
the call. If a call is screened and the subscriber is not available to answer it, the caller has the choice
of leaving a message or being forwarded to a different extension, or to the operator. Call screening
is available only for calls that come through the automated attendant.
caller applications
Extensions to the Avaya Unified Messenger telephone user interface used to customize how Avaya
Unified Messenger interacts with callers.
Caller Applications Editor
An Avaya Unified Messenger tool that customizes the MMC user interface to permit the creation,
editing and deployment of caller applications.
carried traffic
The 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 hour
multiplied by their average duration in seconds, all multiplied by 100. A CCS is 1/36
th
of an
Erlang.
Class of Service (COS)
A category used to determine a subscribers access to system options and features. The
administrator assigns a class of service to each subscriber.
cluster
A 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 when
you increase the size of your enterprise.
codec
A system of compressing uncompressed digital data so that the data uses less memory.
Dial By Name
A method of addressing that enables a subscriber to spell the recipient's name on the telephone
keypad when using the telephone user interface.
DID
See Direct Inward Dialing.
Glossary
101-1620-009 GL-3
Digital Meridian Integration Device (DMID)
A device that provides integration with Nortel switches, such as the Meridian M-1. The DMID
physically sits between the PBX and the Voice Server and appears as one or two digital telephones
to the PBX, depending on the number of analog ports required. Analog line circuits for the voice
path appear on the digital set of the DMID. When a call is received on the DMID, it simultaneously
rings at the analog port. The DMID interprets the call display information and transmits it to the
Voice 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 someones telephone extension directly
without going through a receptionist.
DMID
See Digital Meridian Integration Device.
Domino Administrator
Client software that you use to perform administration tasks such as setting up and managing users
and servers.
Domino domain
A collection of Domino servers and users that share a common Domino Directory. The primary
function in message routing. Users' domains are determined by the location of their server-based
mail files. For a Domino server to communicate with a server in a different domain, you create a
Domain document in the Domino Directory to define the name, location, and access to the other
domain.
Dual Tone Multifrequency (DTMF)
A combination of two tones that uniquely identify each button on a telephone keypad.
E1
A digital transmission link with a with a capacity of 2.048mbps. This is the standard for primary
rate connections outside North America.
Erlang
A unit of measurement for call time. One Erlang is equivalent to 60 call minutes or 36 CCS. See
also Centum call second.
event
A significant occurrence in a voice mail system that is of interest to an administrator for diagnostic
or reporting purposes.
fax routing address
An e-mail address consisting of a string of digits that uniquely identify the subscriber to the fax
server.
Find Me
A feature that enables the subscriber's mailbox to re-direct unanswered calls to a list of phone
numbers. 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.
GL-4 101-1620-009
Grade of service (GOS)
The probability, expressed as a percentage of callers who call during the busy hour, that an
incoming call is blocked (the caller hears a busy signal) because all ports are in use. P.01 means that
the caller has a one percent chance of hearing a busy signal.
GSM
See Global System for Mobile Communications.
hunt group
A group of telephone lines where the incoming calls are distributed according to a priority scheme.
in-band signaling
A method of connecting the Voice Server to the PBX as if it were a series of single-line telephones
or a series of trunks in a hunt group. The term in-band is used because all of the
call-identification information is passed from the PBX to the Voice Server using DTMF signals on
the same line as the voice connection.
intercom paging
A method of automatically paging subscribers if they are do not answer their telephones. If a
subscriber does not respond to the page, the caller is transferred to the subscribers mailbox.
IVM
A format for storing sound files in Avaya Unified Messenger (Microsoft Exchange version) voice
messages instead of using .WAV format.
local mailbox number
A method of addressing voice messages through the telephone user interface to recipients in a voice
mail domain.
mailbox
A delivery location for incoming voice, e-mail, and fax messages.
message confirmation
A 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 (stutter
dialtone) when they pick up the receiver. The indicator is cleared when the message is opened in
the e-mail client, or saved or deleted using the TUI. Subscribers can set up rules for using MWI in
Avaya Unified Messenger Options. For example, they may choose to be notified only when they
receive urgent voice messages.
Microsoft Exchange site
A 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 an
Exchange site, users can share information and can be managed as a collection. A Microsoft
Exchange site can be mapped to the Windows domain topology that has already been established. It
can also span multiple trusted Windows domains that may already exist.
multimedia PC
A PC with multimedia capabilities. A PC has multimedia capabilities if it has a sound card,
microphone, and speakers or headphones.
Glossary
101-1620-009 GL-5
MWI
See Message Waiting Indicator.
name prompt
A personalized prompt that states a subscribers name when that subscribers extension is busy or
unanswered and he or she has not recorded a personal greeting.
Notify Me
With Notify Me, subscribers can use a pager, SMS-enabled digital phone, or other device to alert
them of calls to their Avaya Unified Messenger inbox.
Notes client
Client software that allows you to access Notes databases on a Domino server, send mail, and
browse the Web.
numeric address
A string of digits that uniquely identifies a recipient or a distribution list across the organization. A
numeric address is used by the telephone user interface as a means of addressing a message.
Octel Analog Networking
A networking application that allows users on one Avaya system to exchange messages with users
on other Avaya systems. Octel Analog Networking uses the public or private telephone network for
message transport.
Octel Analog Networking custom recipient
An Octel Analog Networking recipient who has a mailbox on a remote node.
Octel Analog Networking gateway
An Octel Analog Networking gateway enables Avaya Unified Messenger subscribers to exchange
voice messages with any other Octel Analog Networking-enabled voice mail system, either at the
same site or at remote sites.
Octel Analog Networking Gateway Administration Extension
An administration tool that adds administration capabilities for an Octel Analog Networking
gateway to Microsoft Exchange 5.5 Server Administrator.
Octel Analog Networking Gateway Administration
An administration tool for administering an Octel Analog Networking gateway in the Microsoft
Exchange System Manager under Exchange 2000 administration.
offered traffic
The total traffic offered to a group of ports during the busy hour, including calls that are blocked.
operation history database
A temporary storage area for events generated by Avaya Unified Messenger. The Operation History
Viewer is used for viewing events in this database.
A diagnostic tool that displays events generated by Avaya Unified Messenger activity and logged
in the Avaya Unified Messenger operation history database. By creating a session administrators
can restrict the number of events to only those that meet their criteria. They can view live events as
they are added to the operation history database or view historical events.
GL-6 101-1620-009
operator
The person to whom callers are transferred when they request to speak with an operator, exceed the
maximum number of errors permitted on the system, or call from a rotary telephone. Individual
mailboxes may have an operator that is different from the designated system operator, for example,
a personal assistant.
optional greeting
A personalized answering system for greeting callers if a subscribers extension is busy or
unanswered or if incoming calls are blocked.
password
A number required by subscribers to gain access to Avaya Unified Messenger through the
telephone user interface. Subscribers can change their passwords using the telephone user interface
or Avaya Unified Messenger Options.
PBX
See Private Branch Exchange.
PBX integration
A method that establishes communication between the PBX and the voice mail system. The PBX
supplies information such as the identity of the caller who is calling on internal calls, and the
extension that the caller is trying to reach.
PC client applications
A group of applications that enable subscribers and administrators to access Avaya Unified
Messenger from their desktop PCs. PC client applications include Avaya Unified Messenger Voice
Form, Avaya Unified Messenger Voice Recorder, and Avaya Unified Messenger Options.
PC user interface
An interface through which subscribers can access the Avaya Unified Messenger system from their
PC.
PCI
See Peripheral Component Interconnect (PCI).
peer e-mail server
The 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 major
computer manufacturers.
personal greeting
A personalized prompt that greets callers when they are transferred to a subscribers mailbox if the
extension is busy or not answered.
pilot number
A single number that presents a call to one of the available ports within a hunt group.
Please Hold prompt
A personalized prompt that informs callers of that they are on hold while they are transferred to an
extension.
Glossary
101-1620-009 GL-7
port group
A group of ports allocated to a specific application, such as the PC client, the telephone user
interface, or Octel Analog Networking. Port groups are configured using the Voice Mail System
Configuration application.
Port Monitor
A diagnostic tool that provides a graphical user interface for checking and changing the status of
ports on a particular Voice Server.
Private Branch Exchange (PBX)
A telephone exchange local to a particular organization that uses, rather than provides, telephone
services. Also known as a switch.
prompt
A spoken greeting or instruction which directs callers whose calls have come through the
automated attendant.
PSTN
See Public switched telephone network.
Public Switched Telephone Network (PSTN)
A common carrier network that provides circuit switching between public users.
QSIG
A protocol for ISDN-based inter-PBX signaling based on the European Q.931, Q.9212 and DPNSS
protocols.
replication
The process of exchanging modifications between replicas. Through replication, Domino makes all
of the replicas essentially identical over time.
Reporting Tool
A tool for generating reports for monitoring voice mail system usage, planning capacity, and
tracking security. Once a report is generated, it can be viewed on screen or printed for easy
reference. It can also be exported to many popular file formats or attached to a message sent via a
MAPI-enabled e-mail system.
Set Emulation
A digital protocol that is used to connect digital phones to switches in order to emulate digital
phone sets.
Simplified Message Desk Interface (SMDI)
A protocol that is used for sending PBX integration data and that does not require a caller to reenter
the telephone number if the extension is busy or not answered.
subscriber
A user whose profile is enabled for voice messaging. A subscriber can use both the telephone user
interface and the graphical user interface of Avaya Unified Messenger.
supervised transfer
A 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.
GL-8 101-1620-009
switch
See PBX.
telephone user interface (TUI)
An interface through which callers and subscribers can access the Avaya Unified Messenger
system via the telephone. The telephone user interface is an automated attendant and voice
messaging system that controls call handling. It greets incoming callers and instructs them on how
to proceed.
text-to-speech (TTS)
The conversion of text into speech (speech synthesis). Using text-to-speech, Avaya Unified
Messenger subscribers can listen to their e-mail messages over the telephone.
Tracing Server
A separate Avaya Unified Messenger service that records operational information about activity in
the voice mail domain.
tracing system
A system that captures information related to the operation of Voice Servers, for both diagnostic
and reporting purposes. The tracing system maintains connections with all Voice Servers in the
voice mail domain and receives notification of events from each of them. These events are written
to two storage areas: the Operation History and the transaction databases.
transaction database
A storage area where voice-messaging events happening in the voice mail domain are written. It is
a permanent database containing summary information that is used by the Reporting Tool.
T1
A connection with a digital transmission link of 1.544 mpbs.
TTS
See text-to-speech.
TUI
See telephone user interface.
unified mailbox
An Avaya Unified Messenger subscriber mailbox, where all voice, fax, telephone answering
messages, e-mail, and data messages (including documents and forms) are stored. Messages can be
viewed, 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 other
e-mail systems, such as cc:Mail, who have a custom recipient in the e-mail directory. UMAVA
addressing eliminates the need for two Exchange directory entries for a single user, one for their
e-mail mailbox and one for their voice mailbox, when addressing messages to Octel Analog
Networking recipients from the telephone.
Unified Messenger Voice Form
An 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 desktop
PCs or telephones.
Glossary
101-1620-009 GL-9
Unified Messenger Voice Recorder
A tool for sending voice mail and voice-annotated items, such as Microsoft Word documents. It
provides a way to send a quick voice message without having to start up an e-mail application.
Unified Messenger Options
An application that allows subscribers to configure their mailboxes using their PCs. Subscribers
can record all personal greetings and prompts, personalize their call handling options, and select
whether to use multimedia or the telephone for recording and playing back voice messages.
Unified Messenger Subscriber Administration
An administration tool that allows administrators to enable subscribers, groups, or contacts to use
Avaya Unified Messenger.
unsupervised transfer
A call transfer that occurs when the voice mail system does not monitor the call progress and
completes the transfer regardless of the destination of the call. Known also as a blind transfer.
Visual Voice Editor
An administration tool that allows the recording of customized prompts used by Avaya Unified
Messenger. The tool allows recording using multimedia or the telephone user interface. When
modifying a prompt, the user is presented with a graphical rendering of the sound, which allows
precise editing of the audio data.
voice mail domain
A group of Avaya Unified Messenger Voice Servers that share a common set of properties. All
subscribers who are provided with telephone answering by these Voice Servers are said to belong
to the same voice mail domain.
An administration tool used to configure the attributes of a voice mail domain or group of Voice
Servers.
An administration tool that adds voice mail administration capabilities to Microsoft Exchange 5.5
Server Administrator. An administrator can enable mailboxes for voice mail and maintain voice
mail information for each Avaya Unified Messenger subscriber.
voice player
A component of the Avaya Unified Messenger Voice Form used for playing back and recording
voice messages.
voice port
A telephone end-point provided by installing PCI and ISA voice cards within the Voice Server.
Voice Server
An executable program that runs as a Windows Service.
.WAV
A file extension used for Windows multimedia format audio data.
IN-1 101-1620-009
Index
A
account security 6-2
Active Directory, definition GL-1
addressing
Dial-by-Name 4-3
local mailbox numbers 4-3
numeric addresses 4-4
Octel Analog Networking 5-7
architecture, system 2-1
associations
definition GL-1
audio encoding 2-18
automated attendant, definition GL-1
Avaya Interchange
definition GL-1
introdution 1-4
using with Avaya Unified Messenger 5-3
benefits summary 1-3
introduction 1-2
product features 1-6
system architecture 2-1
average hold time, definition GL-1
B
blind transfer 9-6
busy hour
calculating traffic 3-6
definition GL-1
determining 3-5
tables B-2
units of measurement 3-6
C
call management
definition GL-2
Voice Server component 2-10
Call Me
administering 8-7
definition GL-2
providing notification 8-5
server functions 2-12
server requirements 3-17
using 8-7
call progress 9-7
call screening, definition GL-2
Caller Applications
definition GL-2
deploying 10-6
editor 10-4
introduction 2-16
overview 10-2
server 10-4
Caller Applications Editor, definition GL-2
carried traffic
definition GL-2
IN-2 101-1620-009
Centum Call Seconds (CCS)
calculating busy hour 3-6
definition GL-2
sizing 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 Messenger
client
desktop PC clients 2-6
server
Call Me Server 2-12
Find Me Server 2-11
MWI Server 2-13
Tracing Server 2-12
Voice Server 2-10
counters, statistics and performance 2-11
D
Dial-by-Name
addressing 4-3
definition GL-2
using NameNet 5-3
Digital Meridian Integration Device (DMID),
definition GL-3
Direct Inward Dialing (DID), definition GL-2
Domino Administrator
definition GL-3
subscriber administration 2-9
Domino domain, definition GL-3
Domino server
calculating impact on capacity 3-18
description 2-8
software requirements 3-16
voice mail domain design rules 3-4
DTMF, definition GL-3
E
E1 9-8
definition GL-3
QSIG voice cards 9-10
Erlang
calculating busy hour 3-6
definition GL-3
sizing ports, using 3-5
Ethernet 3-19
events, definition GL-3
Exchange server
calculating impact on capacity 3-18
description 2-8
voice mail domain design rules, Exchange
2000 3-3
voice mail domain design rules, Exchange
5.5 3-3
Exchange site, definition GL-4
F
fax capability, Voice Server component 2-11
fax routing address
definition GL-3
enabling subscribers 7-4
fax servers
functions 2-14
interoperability, requirements 7-2, 7-3
relationship with voice mail domains 7-2, 7-3
routing inbound fax calls to 7-5
faxes
enabling subscribers 7-4
receiving 2-14
routing to third-party fax servers 7-5
Find Me
definition GL-3
providing support for 8-9
using 8-9
G
Grade of service (GOS)
capacity planning 3-7
definition GL-4
tables B-1
GSM
audio encoding 2-18
definition GL-3
IN-3 101-1620-009
H
hunt group
definition GL-4
pilot number for fax servers 7-5
telephony concepts 9-5
I
IBM Lotus Domino 3-16
server 2-8
using Avaya Unified Messenger over slow
networks 3-26
in-band signaling, definition GL-4
integrated voice mailbox, introduction 2-7
Interchange
definition GL-1
using with Avaya Unified Messenger 5-3
intercom paging, definition GL-4
interoperability
Octel Analog Networking 5-2
single-site 5-10
IVM file, definition GL-4
L
local area network (LAN), communicating
through 2-8
local mailbox numbers
addressing 4-3
definition GL-4
M
mailbox
definition GL-4
forwarding 5-10
security 6-4
unified 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 Exchange
using 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
MWI
administering 8-12
definition GL-4
server functions 2-13
server requirements 3-17
using 8-12
N
Name prompt, definition GL-5
NameNet 5-3
network traffic, sizing the system 3-19
networked components 2-4
Notes client, definition GL-5
Notify Me
automatic 8-4
caller requested 8-4
capabilities 8-2
definition GL-5
notification messages 8-4
numeric address
addressing 4-4
definition GL-5
O
Octel Analog Networking
addressing from Avaya Unified Messenger
5-9
addressing from Unified Messenger
administered 5-7
custom recipient, definition GL-5
IN-4 101-1620-009
definition GL-5
designing addressing schemes 5-4
forwarding messages 5-10
Gateway 5-9
introduction 5-2
messaging features 5-2
sending to Unified Messenger 5-9
single-site interoperability 5-10
automatic mailbox forwarding 5-10
sizing ports for outgoing messages 3-8
UMAVA addressing 5-8
Octel Analog Networking Gateway
Administration Extension, definition GL-5
Administration Extension, introduction 2-17
Administration, definition GL-5
Administration, introduction 2-17
definition GL-5
offered traffic 3-6, GL-5
operation history database, definition GL-5
operation history event generation, Voice Server
component 2-11
definition GL-5
introduction 2-16
using 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
P
passwords
definition GL-6
disconnecting callers 6-5
for telephone user interface 6-4
PBX
definition GL-6
introduction 2-15
PBX integration
definition GL-6
Digital Set Emulation 9-5
inband DTMF 9-3
introduction 2-15
QSIG D channel 9-5
RS-232 serial 9-4
separate devices 9-4
sizing ports 3-8
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 number
definition GL-6
planning. See sizing
please hold prompt, definition GL-6
port group, definition GL-7
Port Monitor
definition GL-7
introduction 2-16
ports
requirements 3-9
tables A-1
prefix, Octel Analog Networking 5-4
prompt, definition GL-7
PSTN, definition GL-7
Q
QSIG
definition GL-7
T1 and E1 voice cards 9-10
R
RAS connections. See slow network connections
recipients name confirmation 6-4
Reporting Tool
definition GL-7
introduction 2-16
IN-5 101-1620-009
monitoring system usage 6-5
requirements
Call Me Server 3-17
hardware and software 3-14
MWI Server 3-17
Tracing Server 3-17
Voice Server 3-14
S
security
monitoring system for misuse 6-5
recipient's name confirmation 6-4
rules for disconnecting callers 6-5
subscriber accounts 6-2
subscriber mailboxes 6-4
voice mail domain 6-2
Set Emulation
definition GL-7
PBX integration 9-5
voice cards supported 9-10
signaling 9-9
Significant Event Log, Voice Server component
2-10
Simplified Message Desk Interface (SMDI),
definition GL-7
sizing
additional network traffic 3-19
determining busy hour 3-5
disk space requirements 3-18
grade of service 3-7
number of Exchange users 3-18
outgoing call features 3-8
PBX integration 3-8
tables A-1
voice mail domain 3-2
Voice Servers 3-10
worst case network load 3-19
slow network connections
effect on
Operation History Viewer 3-25
Port Monitor 3-25
Reporting Tool 3-25
Unified Messenger Options 3-25
Unified Messenger Subscriber
Administration 3-25
Visual Voice Editor 3-25
Voice Form 3-24
Voice Mail System Configuration 3-25
Voice Recorder 3-25
using the telephone
recording 3-23
using with multimedia 3-21
playback 3-22
recording 3-21
using with the telephone 3-23
playback 3-23
spoken name 5-3
statistics and performance counters, Voice Server
component 2-11
Subscriber administration
for IBM Lotus Domino 2-9
for Microsoft Exchange 2-9
introduction 2-9
subscribers
definition GL-7
fax-enabling 7-4
security for mailbox access
PC user interface 6-4
supervised transfer 9-6
definition GL-7
switch. See PBX
T
T1
CAS voice cards 9-10
definition GL-8
digital trunks 9-8
QSIG voice cards 9-10
T1 digital trunks 9-8
telephone user interface
definition GL-8
introduction 2-5
telephony
analog telephony inteface 9-7
concepts 9-1
E1 digital trunks 9-8
IN-6 101-1620-009
protocols 9-7
T1 CAS telephony inteface 9-8
text-to-speech
definition GL-8
multilingual 2-11
Token Ring 3-19
Tracing Server
definition GL-8
functions 2-12
introduction 2-12
requirements 3-17
tracing system, definition GL-8
transaction database, definition GL-8
transfers 9-6
U
UMAVA. See Unified Messenger Alternate
VoiceMail Address
unified mailbox
definition GL-8
introduction 1-5
Unified Messenger Alternate VoiceMail Address
5-7, 5-8
definition GL-8
Unified Messenger Options
definition GL-9
introduction 2-6, 2-7
Unified Messenger Subscriber Administration
definition GL-9
unsupervised transfer 9-6
definition GL-9
user profile, Voice Server component 2-10
V
Visual Voice Editor
definition GL-9
introduction 2-16
voice cards 9-10
Voice Form
definition GL-8
introduction 2-6
voice mail domain
administering 6-2
definition GL-9
design rules 3-2
introduction 2-2
security 6-2
definition GL-9
introduction 2-15
setting up security 6-2
definition GL-9
Voice Message Form 2-7
Voice player, definition GL-9
voice port
definition GL-9
Voice Recorder
definition GL-9
introduction 2-6
Voice Server
definition GL-9
functions 2-10
introduction 2-10
operations 3-20
sizing 3-10
W
WAV file, definition GL-9
wide area network (WAN), communicating via
2-8
Windows 2000 3-16, 3-17
worst-case network load, calculating 3-19

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Avaya Unified Messenger

Concepts and Planning Guide

Windows and Microsoft Exchange

Exchange version only.

Text-to-Speech Technology (English version only)

Text-to-Speech Technology (English version only)

Text-to-Speech Technology (English version only)

NameNet allows users to address messages to custom recipients in the

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