Avaya Communications Process Manager Release 2.2 Web Portal Help for Non-administrative Users

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1 Avaya Communications Process Manager Release 2.2 Web Portal Help for Non-administrative Users Document No August 2008 Issue 12

2 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Named User License (NU). Customer may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site:

3 Contents Chapter 1: About the Communications Process Manager Web Portal Chapter 2: Managing your account About your Communications Process Manager account Changing your account settings Account Information field descriptions Changing your PIN Chapter 3: Customizing your contact settings About contact settings Configuring your contact devices About points of contact Adding a point of contact Changing an existing point of contact Deleting a point of contact Configuring time profiles About time profiles Adding a time profile Changing an existing time profile Including or excluding specific dates Changing the time zone for a time profile Deleting a time profile Specifying which devices to contact at specific times About contacting specific devices at specific times Adding a notification profile Changing an existing notification profile Delaying initial contact Delaying contact of a specific device Contacting a specific device only during specific hours Repeating contact of a specific device Receiving reminders for unanswered notifications Receiving reminders for notifications that are pending Changing your default notification profile Deleting a notification profile Specifying which devices to contact at which times for specific events About contacting specific devices at specific times for specific events Adding a notification filter Changing an existing filter Changing the filter sequence Disabling a notification filter Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

4 Contents Deleting a notification filter Recording your name About recording your name Creating a recording of your name Listening to the recording of your name Chapter 4: Viewing your notifications Logging in Viewing your inbox Chapter 5: Working with the Communications Process Manager applications About the applications Using the Advisory application About Advisory Sending an Advisory notification Advisory field descriptions Using the Click to Find application About Click to Find Using Click to Find to create a conference Click to Find field descriptions Using the Notification and Response application About Notification and Response Sending a Notification and Response notification Notification and Response field descriptions Using the Notify and Conference application About Notify and Conference Using Notify and Conference to create a conference Notify and Conference field descriptions Managing the notifications that you create Viewing the notifications that you created Canceling a pending notification that you created Deleting a canceled or completed notification that you created Chapter 6: Working with user lists About user lists Viewing a user list Adding list members Removing list members Adding list owners Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

5 Contents Removing list owners Deleting a user list Using Communications Process Manager applications to contact a user list Chapter 7: Web page reference About Web page reference Inbox field descriptions Account Home page Change PIN field descriptions Points of Contact field descriptions Record Name field descriptions Time Profiles field descriptions Notification Profiles field descriptions Notification Filters field descriptions User Lists Management field descriptions Outbox field descriptions Index Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

6 Contents 6 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

7 Chapter 1: About the Communications Process Manager Web Portal Use the Communications Process Manager Web Portal to perform the following tasks: View your notifications. See Chapter 4: Viewing your notifications. Change the PIN that you use to access Communications Process Manager and other account information such as your telephone number, mobile telephone number, and address. See Chapter 2: Managing your account. Configure your contact settings. Contact settings determine how and when you are contacted for specific events. See Chapter 3: Customizing your contact settings. Use the Communications Process Manager applications to send notifications and manage the notifications that you create. See Chapter 5: Working with the Communications Process Manager applications. Create and manage user lists. See Chapter 6: Working with user lists. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

8 Chapter 1: About the Communications Process Manager Web Portal 8 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

9 Chapter 2: Managing your account About your Communications Process Manager account Your system administrator has already set up your Communications Process Manager account. However, you can change the following account settings: Your telephone number, mobile telephone number, fax number, or pager number Your address Title that Communications Process Manager uses to address you Language that Communications Process Manager uses to communicate with you. Time zone by which dates and times are displayed Personal identification number (PIN) to access your account Changing your account settings 1. In the toolbar, click Account. The Account Home page is displayed. 2. Click Account Information in the left column. The Account Information page is displayed. The fields that you can change have an Edit button next to them. 3. In the field that you want to change, click Edit and then enter the new information. 4. Click Save. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

10 Chapter 2: Managing your account Account Information field descriptions Table 1: Account Information field descriptions Field Handle ID Number Display Name First Name Last Name Common Name(s) Phone Number Mobile Phone Number Fax Number Pager Number Electronic Mail Honorific Title Affiliation Manager Description Your Communications Process Manager user name. ID number for your user account. Can be an employee number or something similar. This ID number serves as your account number and may serve as your initial personal identification number (PIN). See your system administrator for information on your initial PIN. Your full name. Can contain additional information such as a preferred name. Your first name. Your last name. Communications Process Manager typically uses the first value of the common name in interactions with you. Telephone number at which Communications Process Manager contacts you. Mobile telephone number at which Communications Process Manager contacts you. Your FAX number imported from the LDAP. Not applicable for Communications Process Manager. Your pager number imported from the LDAP. Not applicable for Communications Process Manager. address at which Communications Process Manager contacts you. The honorific that Communications Process Manager uses to address you on the telephone. Do not enter an honorific if you have recorded it as part of your name. Your job title. Can be Employee, Consultant, Partner, Customer, or Other. Your manager. 1 of 2 10 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

11 Changing your PIN Table 1: Account Information field descriptions (continued) Field Department Organization Room Street City State Postal Code Language Time Zone Description Your department. Your organization or division within the company. Your office number. Street address of your office. City of your office. State of your office. This field may contain a province or other geographic district or division as necessary. Postal code for your office. Language that Communications Process Manager uses to communicate with you. The language that you select is used for: Notifications that are sent to you. Voice scripts that are used to interact with you on the telephone. Web Portal that is displayed for you. Communications Process Manager uses this time zone to display dates and times for you. 2 of 2 Changing your PIN Use this procedure to change your Communications Process Manager personal identification number (PIN). If you are authenticated against Communications Process Manager, enter this password (also called PIN) to access the Web Portal or telephone portal. See your system administrator for information on user authentication and your PIN. 1. In the toolbar, click Account. The Account Home page is displayed. 2. Click Change PIN in the left column. The Change PIN page is displayed. 3. In the Old PIN field, enter your current PIN. 4. In the New PIN field, enter a new PIN. PINs must consist of six or more digits. 5. In the Confirm PIN field, reenter the new PIN. 6. Click Change PIN. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

12 Chapter 2: Managing your account 12 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

13 Chapter 3: Customizing your contact settings About contact settings Contact settings determine which of your devices are contacted at which times for which events. When Communications Process Manager needs to contact a user, it first checks to see if the user has set any Notification Filters and to see if any of them apply to that particular request. If it does apply, the Notification Profile defined in that filter is used to determine which points of contact are notified. It uses Time Profiles to determine when the points of contact are to be notified. Your system administrator sets up system-level contact settings that apply to all users. For example, all users are contacted on their work telephones for high-priority events. System-level contact settings initially apply to all users. However, you can customize your contact settings. You can add or change: Points of contact. Devices on which Communications Process Manager can contact you. For example, a point of contact might be your work telephone, work account, or mobile telephone. Time profiles. Intervals of time for which you are contacted differently or not contacted at all. For example, a time profile might be business hours, weekends, or holidays. Notification profiles. Rules that specify which devices you want contacted at specific times. For example, contact your work telephone during business hours and your mobile telephone from 5:00 p.m. to 7:00 p.m. Notification profiles associate contact devices with time profiles. Notification filters. Rules that specify which devices to contact at which times for specific events. For example, for urgent notifications, users might be contacted on their mobile telephones during business hours. Notification filters associate specific events or message text with notification profiles.. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

14 Chapter 3: Customizing your contact settings Configuring your contact devices About points of contact Points of contact are the devices on which Communications Process Manager can contact you. Points of contact can be addresses or telephone numbers. Your system administrator has already set up system-level points of contact for you. You cannot change the settings, but you can add other points of contact, such as a different address, home telephone number, or the short message service (SMS) address of your mobile telephone for text messages. Important:! Important: For a contact device to receive notifications, you must associate the device with a notification profile. Optionally, you can associate a notification profile with a notification filter. Notification profiles define which devices to contact at specific times. Notification filters define which devices to contact at which times for specific events. See Specifying which devices to contact at specific times and Specifying which devices to contact at which times for specific events. Adding a point of contact 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Points of Contact. The Points of Contact page is displayed. 3. In the Name field, enter a name for this contact. For example, enter Office Phone. 4. In the Contact Type field, select the notification format for the device.you can select Electronic Mail, SMS, or Voice. 5. In the Address/Number field, enter the address, the SMS address, or the telephone number. For international telephone numbers, enter a plus sign (+), followed by the country code, and then the telephone number For SMS enter a plus sign (+) followed by digits or enter the numbers followed followed by a domain name or IP address 14 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

15 Configuring your contact devices Enter only the digits with no spaces or hyphens, for example If you select Voice in the Contact Type field, you can enter a SIP address in this field instead of a telephone number. SIP addresses use the following format: or 6. For electronic mail notifications, two additional parameters are required: Content. Select HTML or Plain Text for the message format. External. Select True for destination addresses that are external to the enterprise. Select False for destination addresses that are within the enterprise. For security reasons, certain system information is omitted from messages that are sent to external addresses. Omitted information includes the number of pending notifications, the call back number for Communications Process Manager, and the URL for the Communications Process Manager Web Portal. 7. For SMS notifications, one additional parameter is required: External. Select True for destination addresses that are external to the enterprise. Select False for destination addresses that are within the enterprise. For security reasons, certain system information is omitted from messages that are sent to external addresses. Omitted information includes the number of pending notifications, the call back number for Communications Process Manager, and the URL for the Communications Process Manager Web Portal. For SMS notifications, use the following formats: or +number 8. Click Save. 9. To test the device, select the device in the Contacts field at the top of the page and click Test. If the device receives a test notification from Communications Process Manager, the device is added correctly. Changing an existing point of contact 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Points of Contact. The Points of Contact page is displayed. 3. In the Contacts field at the top of the page, select the contact to change. 4. Change the settings as needed. To clear all fields, click Clear at the bottom of the page. 5. Click Save. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

16 Chapter 3: Customizing your contact settings You cannot change the name of a contact if it is used in a notification profile. If you change the name of a point of contact, this will replace the existing point of contact. It will not create an additional point of contact with a new name. For example, if your contact name is New and you replace it with Newer, the New contact longer exists. Deleting a point of contact Important:! Important: Before you can delete a point of contact, you must remove it from all notification profiles. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Points of Contact. The Points of Contact page is displayed. 3. In the Contacts field at the top of the page, select the contact to delete. 4. Click Delete. Configuring time profiles About time profiles Use time profiles to define intervals of time for which you want to be contacted differently or do not want to be contacted at all. For example, you might want to be contacted differently on business hours than on weekends and holidays. Your system administrator has already set up one or more system-level time profiles. You cannot change the settings, but you can create additional time profiles or modify the time profiles that you create. For example, you might want to be available 2 hours after business hours. In this case, you can add a time profile that you name After Hours and define as 5:00 p.m. (17:00) to 7:00 p.m. (19:00). 16 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

17 Configuring time profiles Adding a time profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Time Profiles. The Time Profiles page is displayed. 3. In the Name field, enter a name for the time profile. 4. Add the time intervals that you want included in the time profile. Time intervals include days of the week and hours of the day. For example, you might set the After Hours profile to be Monday through Friday, 7:00 p.m. (17:00) to 9:00 p.m. (19:00). a. Click Add Interval. b. Enter the days of the week and the hours of the days to include in the profile. 5. Click Time Zone. It is strongly recommended to set the time zone based on location. The GMT offset requires a manual adjustment based on the time of year. For example, for New York City, the GMT offset for Daylight Savings Time is -4. The GMT offset for standard time is -5. If you are setting the GMT offset when Daylight Savings Time is in effect, set it to -4. When New York City returns to standard time, modify the GMT offset to See Including or excluding specific dates to further define the time intervals to include or exclude in the time profile. 7. Click Save. Changing an existing time profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Time Profiles. The Time Profiles page is displayed. 3. In the Time Profiles field at the top of the page, select the time profile to change. 4. Change the settings as needed. To clear all fields for a time profile, click Clear at the bottom of the page. 5. Click Save. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

18 Chapter 3: Customizing your contact settings Including or excluding specific dates Use this procedure to include or exclude specific dates, date ranges, or time profiles from a time profile. 1. Open the time profile for which you want to include or exclude dates. See Changing an existing time profile. 2. Select Date, Date Range, or Profile: To include or exclude one specific date, click Date. To include or exclude a date range, click Date Range. To include or exclude another existing profile, click Profile. 3. Select Exclude or Include. 4. Select the date, the date range, or the profile to include or exclude. 5. Click Save. Examples Exclude specific holidays from a time profile. For example, exclude New Years Day from the Business Hours time profile. Add a profile named Non-Business Hours that excludes the Business Hours profile. Add a profile named Holidays that includes all corporate holidays. Then exclude the Holidays profile from the Business Hours profile. Add a profile named Working Weekends that includes special workdays. Then include the Working Weekends profile in the Business Hours profile. Changing the time zone for a time profile Use this feature to create a time profile for when you travel. Time profiles operate based on the time zone that you assign to the profile. If you do not assign a time zone, the time zone that is assigned to your user account is used. 1. Open the time profile that you want to change. See Changing an existing time profile. 2. Select Set Time Zone. Then select the specific time zone to assign. 3. Click Save. 18 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

19 Specifying which devices to contact at specific times Deleting a time profile Important:! Important: Before you can delete a time profile, you must remove it from all notification profiles. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Time Profiles. The Time Profiles page is displayed. 3. In the Time Profiles field at the top of the page, select the profile to delete. 4. Click Delete. Specifying which devices to contact at specific times About contacting specific devices at specific times Use notification profiles to specify which devices you want contacted at specific times. For example, contact your work telephone during business hours and contact your mobile telephone from 5:00 p.m. to 7:00 p.m. Your system administrator has already set up one or more system-level notification profiles. You cannot change the settings, but you can create additional notification profiles or modify the notification profiles that you create. For example, you might want to be contacted on your mobile telephone Monday through Friday, from 5:00 p.m. to 7:00 p.m. Add a new notification profile, and then add your mobile telephone as a contact device. Then assign the appropriate time profile to the mobile telephone contact. Adding a notification profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Profiles. The Notification Profiles page is displayed. 3. In the Name field, enter a name for the notification profile. 4. To use this notification profile for all notifications except those that match a notification filter, select Make this my default notification profile. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

20 Chapter 3: Customizing your contact settings 5. Add contact devices to the notification profile and define the time during which each device is contacted. If you respond to a notification before all your devices are contacted, your other devices are not contacted. a. Click Add Contact. b. Select the contact device from the drop-down list. c. By default, devices are contacted 24 hours a day, 7 days a week. To change the default, click Add Time and select a time profile. By default, notifications are sent to your Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. 6. Click Save. Changing an existing notification profile 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Profiles. The Notification Profiles page is displayed. 3. In the Notification Profiles field at the top of the page, select the profile to change. 4. Change the settings as needed. By default, notifications are sent to your Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. 5. Click Save. Delaying initial contact Use this feature to be contacted only if an issue is not resolved within a specific period of time. For example, supervisors might want to be contacted only if a notification is still pending after 1 hour. 1. Open the notification profile for which you want to delay initial contact. See Changing an existing notification profile. 2. Click the checkbox under Initial Notification. 3. Select After from the dropdown menu. 4. Select the number of days, hours, or minutes to delay. 20 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

21 Specifying which devices to contact at specific times Example 5. To count the delay in terms of a specific time profile, select the profile. For example, to count the delay in business hours instead of clock hours, select the Business Hours time profile. 6. Click Save. Initial contact is delayed for 2 hours in the Business Hours time profile, which is defined as Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:00 p.m. on Friday, you are first contacted at 10:00 a.m. on Monday. Delaying contact of a specific device Use this feature to contact your devices sequentially instead of simultaneously. For example, Communications Process Manager can first contact your work telephone. If you do not respond, your mobile telephone can be contacted 10 minutes later. 1. Open the notification profile for which you want to delay contact. See Changing an existing notification profile. 2. Click Add Time next to the device for which to delay contact. 3. Select After, and then select the days, hours, or minutes to delay. Example This delay is counted after your initial contact. If you respond to a notification before all your devices are contacted, your other devices are not contacted. 4. To count the delay in terms of a specific time profile, select the profile. For example, to count the delay in business hours instead of clock hours, select the Business Hours time profile. 5. Click Save. Contact of your mobile telephone is delayed for 10 minutes in the Business Hours time profile, which is defined as Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:55 p.m. on Friday, your mobile telephone is first contacted at 9:05 a.m. on Monday if you did not already respond to the notification. Contacting a specific device only during specific hours 1. Open the notification profile for which you want to contact a specific device only during specific hours. See Changing an existing notification profile. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

22 Chapter 3: Customizing your contact settings Example 2. Click Add Time next to the device for which to delay contact. 3. In the during field, select the specific time profile during which you want the device contacted. For example, to contact your mobile telephone only during business hours, select the Business Hours time profile. 4. Click Save. Contact your mobile telephone only during the Business Hours time profile, which is defined as Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 5:30 p.m. on Friday, your mobile telephone is first contacted at 9:00 a.m. on Monday, if you did not already respond to the notification. Repeating contact of a specific device Use this feature to contact a specific device at a specific interval until you respond to the notification. For example, Communications Process Manager can call your work telephone every hour. 1. Open the notification profile for which you want to repeat contact of a specific device. See Changing an existing notification profile. 2. Click Add Time next to the device for which to repeat contact. 3. Select Every. Then select the days, hours, or minutes at which to repeat. 4. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. Example 5. Click Save. Your work telephone is contacted every hour in the Business Hours time profile, which is Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:55 p.m. on Friday, you are called on your work telephone immediately. You are called again at 9:55 a.m. on Monday if you did not already respond to the notification. Your work telephone continues to be called once every business hour until you respond to the notification. 22 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

23 Specifying which devices to contact at specific times Receiving reminders for unanswered notifications Use this feature to remind you of notifications to which you have not responded. For example, you might receive one reminder every hour at your work account until you respond. 1. Open the notification profile for which you want to receive reminders. See Changing an existing notification profile. 2. Click Add Reminder. 3. In the Cancel condition field, select I Respond. 4. Set the reminder interval. a. To delay reminders for a specific time, select After. Or to repeat reminders, select Every. b. Select the number of days, hours, or minutes. c. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 5. Add contact devices to the reminder and specify when each device is contacted. a. Click Add Contact. b. Select the contact device from the drop-down list. c. To specify when the device is contacted, click Add Time. By default, reminders are sent to your Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. d. To delay contact of a specific device, select After. Or to repeat contact of a specific device, select Every. Delay times are counted from when reminders are sent to your inbox. For example, if the delay is set to one hour for your work telephone, your work telephone is contacted one hour after the reminder is sent to your inbox. e. Select the number of days, hours, or minutes. f. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 6. Click Save. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

24 Chapter 3: Customizing your contact settings Example A reminder is sent to your work account every day in the Business Hours time profile, which is Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:00 p.m. on Friday, a reminder is sent to your work account at 9:00 a.m. on Monday if you did not already respond to the notification. You continue to receive one reminder every business day until you respond to the notification. Receiving reminders for notifications that are pending Use this feature to remind you of notifications that are pending even if you have already responded to the notifications. Some applications, such as repair ticket notifications, may keep notifications open until the underlying problem is resolved. 1. Open the notification profile for which you want to receive reminders. See Changing an existing notification profile. 2. Click Add Reminder. 3. In the Cancel condition field, select Request Completes. 4. Set the reminder interval. a. To delay reminders for a specific time, select After. Or to repeat reminders, select Every. b. Select the number of days, hours, or minutes. c. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 5. Add contact devices to the reminder and specify when each device is contacted. a. Click Add Contact. b. Select the contact device from the drop-down list. c. To specify when the device is contacted, click Add Time. By default, reminders are sent to your Communications Process Manager inbox 24 hours a day, 7 days a week. You cannot remove this contact device. d. To delay contact of a specific device, select After. Or to repeat contact of a specific device, select Every. Delay times are counted from when reminders are sent to your inbox. For example, if the delay is set to one hour for your work telephone, your work telephone is contacted one hour after the reminder is sent to your inbox. e. Select the number of days, hours, or minutes. 24 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

25 Specifying which devices to contact at specific times Example f. To count the time in terms of a specific time profile, select the profile. For example, to count the time in business hours instead of clock hours, select the Business Hours time profile. 6. Click Save. A reminder is sent to your work account every day in the Business Hours time profile, which is Monday through Friday, 9:00 a.m. to 5:00 p.m. (17:00). If a notification is created at 4:00 p.m. on Friday, a reminder is sent to your work account at 9:00 a.m. on Monday if the notification is still pending. You continue to receive one reminder every business day until the notification is closed or canceled. Changing your default notification profile Your default notification profile is used for all notifications except those that match a notification filter. Your system administrator has already set up a system-level default notification profile. You cannot modify this notification profile, but you can change which profile is used as your default. If you do not designate a default notification profile, the system default is used. 1. Open the notification profile that you want to be the default. See Changing an existing notification profile. 2. Select Make this my default notification profile. 3. Click Save. Deleting a notification profile Important:! Important: Before you can delete a notification profile, you must remove it from all notification filters. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Profiles. The Notification Profiles page is displayed. 3. In the Notification Profiles field at the top of the page, select the profile to delete. 4. Click Delete. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

26 Chapter 3: Customizing your contact settings Specifying which devices to contact at which times for specific events About contacting specific devices at specific times for specific events Use notification filters to specify which devices you want contacted at which times for specific events. Notification filters associate specific events or message text with notification profiles. You can specify which notification profile you want to use based on the following characteristics of notifications: Example Application name Sender Subject Priority Incoming notifications are compared to notification filters sequentially. The notification profile that is assigned to the first matching filter is used for the notification. The default notification profile is used for all notifications except those that match a notification filter. See Changing your default notification profile. You might want to define notification filters based on application. For example, you can create two notification filters. To implement this situation, you would first create two notification profiles. The first, named, for example, "my advisory profile" with contacts as described in the first bullet and the second named, for example, "my NC profile" with contacts as described in the second bullet. With these profiles created you would create two filters as described below. Advisory--Matches notifications that are created by the Advisory application. You might want Advisory notifications sent to your: - Communications Process Manager inbox 24 hours a day, 7 days a week - Work account 24 hours a day, 7 days a week Notify and Conference--Matches notifications that are created by the Notify and Conference application. You might want Notify and Conference notifications sent to your: - Communications Process Manager inbox 24 hours a day, 7 days a week - Work account 24 hours a day, 7 days a week 26 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

27 Specifying which devices to contact at which times for specific events - Work telephone during business hours (as defined by a time profile) Adding a notification filter 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. In the Name field, enter a name for the notification filter. Use a name that identifies the filtering criteria. For example, the name might consist of the application name or text. 4. In the Notification Profile field, select the notification profile that you want to use for notifications that match this filter. 5. Select Application or Filter Rule: To match notifications from a specific application: a. Click Application. b. In the Application field, select the application that you want to match. To match notifications that contain specific text: 6. Click Save. a. Click Filter Rule. b. For the text location, select either Subject, Sender or Priority.. c. For the subject or the sender text, select either contains or is equal to. If you select is equal to, the subject or the sender of the notification must match the filter exactly and cannot contain any extra text. For priority, select Low, Medium, or High. d. Enter the text to match. Application and Filter Rules can be used together. For example, you can create a notification filter that matches only those advisories whose subject contains the word 'urgent'. If two filter rules have overlapping criteria, only the first filter to be triggered will contact the relevant device. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

28 Chapter 3: Customizing your contact settings Changing an existing filter 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, locate the filter that you want to change. 4. Directly under the filter, click Modify. 5. Change the settings as needed. 6. Click Save. Changing the filter sequence Incoming notifications are compared to notification filters in the order in which the filters are displayed. System override filters are checked first, then your personal filters, then your default notification profile if one exists, and finally the system-level filters. Use this procedure to change the sequence in which your personal filters are compared to notifications. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, click the arrows next to the filter names to move the filters up or down the list of filters. Disabling a notification filter Use this feature to turn off but not delete a notification filter. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, locate the filter that you want to disable. 4. Directly under the filter, select Inactive from the drop-down list. 28 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

29 Recording your name Deleting a notification filter 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Notification Filters. The Notification Filters page is displayed. 3. At the top of the page, locate the filter that you want to delete. 4. Directly under the filter, click Delete. Recording your name About recording your name You can record your name to ensure that it is pronounced correctly in telephone interactions with Communications Process Manager. For example, if user John Doe records his name, Communications Process Manager uses the recording to speak his name in the following telephone scripts: John Doe, you have a pending request from Joe User. This is the Avaya Communications Process Manager calling for John Doe. You have a notification from John Doe. To record your name, you can have Communications Process Manager call you and you can speak your name. In addition to this method, administrative users can upload a WAV file of your name. Record any honorific you wish Communications Process Manager to use as part of your name, for example "Doctor John Doe." Nonadministrative users can record their own name only by having Communications Process Manager call them and speaking their name. They cannot upload WAV files of their own name. If you do not record your name, the text-to-speech (TTS) system speaks your name. Creating a recording of your name 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Record Name. The Record Name page is displayed. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

30 Chapter 3: Customizing your contact settings 3. In the Contacts field, select the telephone point of contact at which you want Communications Process Manager to call you. 4. Click Call Me. 5. When Communications Process Manager calls you, follow its prompts. Speak your name as you want Communications Process Manager to speak it. If you have previously recorded and saved your name, Communications Process Manager plays that recording. You can select to keep that recording or create a new recording. Listening to the recording of your name If you record and save your name, you can listen to that recording. 1. In the toolbar, click Account. The Account Home page is displayed. 2. In the left column, click Record Name. The Record Name page is displayed. 3. Click Listen. You can also listen to a recorded name that was uploaded by an administrator. 30 Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August 2008

31 Chapter 4: Viewing your notifications Logging in 1. Open your browser, and enter the following URL in the Address bar: or where CPM-hostname is the host name of the Communications Process Manager server or CPM-ip-address is the IP address of the Communications Process Manager server. 2. Enter your username or account number and PIN, and click Logon. Your inbox is displayed. If you do not know the URL or your logon information, please contact your application administrator. Viewing your inbox 1. In the toolbar, click Inbox. Your inbox displays current notifications that require your attention. The Start Date is the date and the time that the notification was created. Use the arrows to sort the notifications by Priority, Start Date, or Subject. To see all notifications in your inbox, select All Received Requests in the Select field. Notifications remain in your inbox until notifications are archived by your system administrator, the request time expires, or the notifications are deleted by the sender or system administrator. The screen can display up to 20 notifications. Tab through the pages to see additional notifications. 2. To view the contents of a notification, click the subject of the notification. To acknowledge an Advisory notification, click Acknowledge. To respond to a Notification and Response notification, select the appropriate response, and click Submit. Communications Process Manager R2.2 Web Portal Help for Nonadministrative Users August

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