Avaya Unified Messenger Client User Guide

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1 Avaya Unified Messenger Client User Guide Version 5.0

2 Avaya Inc. 211 Mount Airy Road Basking Ridge, New Jersey Your comments are welcome. They can assist us in improving our documentation. Please address your comments to 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.

3 Preface Overview This guide describes how to set up and use Avaya Unified Messenger from your desktop. It explains how to use Avaya Unified Messenger and how to customize it to suit your environment. Audience This guide is intended for users of the client software for Avaya Unified Messenger for Microsoft Exchange. Important: This information applies only to the Microsoft Exchange version of the Avaya Unified Messenger client software iii

4 Avaya Unified Messenger Client User Guide Summary of chapters This guide includes the following chapters: Chapter Chapter 1, Introduction to Avaya Unified Messenger. Chapter 2, Avaya Unified Messenger Options. Chapter 3, Avaya Unified Messenger Voice Form. Chapter 4, Avaya Unified Messenger Voice Recorder. Summary This chapter introduces the components of the Avaya Unified Messenger client. This chapter describes how to setup Avaya Unified Messenger, record greetings and define your own Avaya Unified Messenger environment. This chapter describes how to compose, send and manage voice messages using the Voice Form. This chapter describes how to compose and play voice messages using the Voice Recorder. Avaya Unified Messenger Documentation For more information about Avaya Unified Messenger, see the following documentation: Avaya Unified Messenger Client Installation Guide, Provides information on how to install the Avaya Unified Messenger client interface for Microsoft Exchange users. Avaya Unified Messenger Telephone User Interface Online Guide Provides information on how to use Avaya Unified Messenger s telephone user interface. Avaya Unified Messenger At-A-Glance, Provides at-a-glance information on how to use Avaya Unified Messenger via the telephone user interface. iv

5 Preface Conventions The following conventions are used in this guide: Convention Initial Capitals italic bold KEY+KEY Description Names of applications, programs, menu items and dialog boxes. Book titles. Field names and menu items. Key combinations in which you press and hold down one key and then press another v

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7 Contents Preface Chapter 1 Chapter 2 Introduction to Avaya Unified Messenger Overview What is Avaya Unified Messenger? What does Avaya Unified Messenger do? How to use Avaya Unified Messenger Voice Form Voice Recorder Unified Messenger Options Voice Mail Avaya Unified Messenger Options Getting Started Opening and closing Unified Messenger Options Connecting to a voice server Working offline Changing passwords Using Avaya Unified Messenger from the desktop Composing voice messages Reviewing voice messages Setting personalized call handling Turning an Extended Absence Greeting on/off Overriding call handling vii

8 Avaya Unified Messenger Client User Guide Screening calls Choosing a greeting when extension is busy Choosing a greeting when extension is not answered Using intercom paging when an extension is not answered Recording greetings from your desktop Recording greetings: Tips Recording a Spoken Name Recording a Personal Greeting Recording a Please Hold Greeting Recording Optional Greetings Recording an Extended Absence Greeting Working with from the desktop Setting automatic playback Setting message navigation Setting notification when voice messages are delivered Setting notification when voice messages are opened Including original messages in a reply Selecting the display language Working with Avaya Unified Messenger through the TUI Sorting all messages in your mailbox Specifying the default fax number for printing faxes Deleting messages when exiting the TUI Saving messages sent when exiting the TUI Changing the prompt language for your mailbox Setting up rules Find Me rules Call Me rules Notify Me rules Message Waiting Indicator (MWI) rules Setting up Find Me rules Setting up Call Me rules Setting up Notify Me rules Setting up Message Waiting Indicator (MWI) rules Creating schedules Setting up phone lists viii

9 Contents Chapter 3 Avaya Unified Messenger Voice Form Getting started Opening Unified Messenger Voice Form Closing Unified Messenger Voice Form Using Avaya Unified Messenger from the desktop Composing voice messages Reviewing voice messages Customizing Unified Messenger Voice Form Setting automatic playback Setting message navigation Setting notification when voice messages are delivered Setting notification when voice messages are opened Composing and sending voice messages Recording voice messages Attaching comments to a voice message before sending Sending voice messages Saving voice messages Working with incoming voice messages Listening to voice messages Moving around voice messages Replying to messages Forwarding voice messages Managing voice messages Attaching comments to a voice message Displaying properties in multipart messages Deleting voice messages ix

10 Avaya Unified Messenger Client User Guide Chapter 4 Avaya Unified Messenger Voice Recorder Getting Started Opening and closing Avaya Unified Messenger Voice Recorder4 2 Using Avaya Unified Messenger from the desktop Composing voice messages Reviewing voice messages Reviewing voice recordings Reviewing voice recordings from within a document Reviewing voice recordings by opening Avaya Unified Messenger Voice Recorder Reviewing voice recordings received as separate files Composing voice recordings Composing a voice recording Sending a voice recording Saving a voice recording Inserting voice recordings into documents Setting notification when voice messages are opened Glossary Index x

11 1 Introduction to Avaya Unified Messenger Overview This guide describes how to use Avaya Unified Messenger from your PC. For information about using and setting up Avaya Unified Messenger Options, see Chapter 2, Avaya Unified Messenger Options. For information about using Avaya Unified Messenger Voice Form, see Chapter 3, Avaya Unified Messenger Voice Form. For information about using Avaya Unified Messenger Voice Recorder, see Chapter 4, Avaya Unified Messenger Voice Recorder. For information about using the Avaya Unified Messenger telephone user interface (TUI), see the Avaya Unified Messenger Telephone User Interface Online Guide and Avaya Unified Messenger At-a-Glance. Both these documents are available on the Avaya Unified Messenger installation CD

12 Avaya Unified Messenger Client User Guide What is Avaya Unified Messenger? Avaya Unified Messenger stores voice, and fax messages in a single location. Voice messages are treated just like messages. This means that you can send, retrieve, reply to and forward any message, and even store them in personal folders. Message headers indicate the type of message (voice, , or fax), the sender name, and message subject, allowing you to quickly and easily select a message and act on it. Avaya Unified Messenger provides telephone access to messages. When you are away from the office, you can dial into your mailbox through the telephone user interface to check your messages. You can listen to your voice and messages and print your fax and messages. Avaya Unified Messenger s text-to-speech feature converts messages so you can listen to them as conveniently as you can to voice messages. You are also notified of fax messages. What does Avaya Unified Messenger do? Avaya Unified Messenger integrates with your program and allows you to send, forward, reply and listen to voice mails and s from your PC or using the telephone. You can use Avaya Unified Messenger from your PC to: Send, forward, reply and listen to voice mails. Add a comment to a voice mail. Listen to messages and read out the subjects of faxes using text-to-speech. Play and record greetings

13 Introduction to Avaya Unified Messenger You can set up Avaya Unified Messenger to: Screen incoming messages. Notify you when a message arrives in your mailbox by sending an SMS text message or pager message. Alert you when a new voice message, or fax arrives that meets certain criteria that you have specified using Avaya Unified Messenger rules. Redirect unanswered calls to a different location, and vary that location according to the time of day. Play different greetings if your telephone is unanswered or engaged. You can also use Avaya Unified Messenger over the telephone to: Send, forward, reply and listen to voice mail. Use text-to-speech to play messages and fax subjects. Reply to, or add comments to an using a voice message. Send s and faxes to a printer

14 Avaya Unified Messenger Client User Guide How to use Avaya Unified Messenger Three new buttons appear on the button bar in your application when Avaya Unified Messenger is installed on your PC Voice Form Avaya Unified Messenger uses a specially designed Voice Form to make recording, sending and playing back voice messages within your application easy. The upper part of the Voice Form is similar to an message form. The lower part of the form is similar to the controls on a CD player or tape recorder. You can record and playback a message using these playback controls. Opening the Voice Form You can display the Avaya Unified Messenger Voice Form by: Clicking on one of the new voice message icons on the button bar. Displaying the Actions menu on the menu bar and selecting New Voice Message

15 Introduction to Avaya Unified Messenger Using the Voice Form Use the Voice Form to listen to voice mails, and to record and send your own voice messages. See Customizing Unified Messenger Voice Form on page 3-8 for information about setting the Voice Form to: Determine whether a voice message is played back automatically when you open it. Choose whether the next and previous message commands move between voice messages only or between all messages. Receive notification when your voice messages are delivered. Receive notification when your voice messages are opened. See Composing and sending voice messages on page 3-13 for information about using the Voice Form to: Record your voice message using the telephone or multimedia. Attach comments to a voice message before or after you record it. Send your voice message and select your delivery options. Save a voice message in your Inbox or to a location you specify. See Working with incoming voice messages on page 3-24 for information about using the Voice Form to: Listen to voice messages. Move around a voice message and parts of voice messages. Reply to voice messages with voice or . Forward voice messages and add voice or comments. See Managing voice messages on page 3-35 for information about using the Voice Form to: Attach comments to a voice message. Display details such as sender name and time in a multi-part message. Delete voice messages

16 Avaya Unified Messenger Client User Guide Voice Recorder You can use Unified Messenger Voice Recorder to record voice comments and embed them into another OLE2 or ActiveX application such as Microsoft Word, Microsoft Excel or Lotus You can also use Unified Messenger Voice Recorder to create messages quickly without having to open you application. Once a recording is embedded, you can listen to and change it by displaying the Unified Messenger Voice Recorder toolbar within the application in which you are currently working or by opening the Unified Messenger Voice Recorder window. Unified Messenger Voice Recorder works independently from your application and Unified Messenger's Voice Forms. You can use it to send voice messages. Opening the Voice Recorder Unified Messenger Voice Recorder is available from the Windows Start menu. Click: 1. Start 2. Programs 3. Avaya Unified Messenger Client 4. Voice Recorder

17 Introduction to Avaya Unified Messenger Using the Voice Recorder See Reviewing voice messages on page 4-6 for information about using the Voice Recorder to: Listen to a voice recording embedded in a document. Edit a voice recording. Move backwards and forwards in a voice message. See Composing voice recordings on page 4-12 for information about using the Voice Recorder to: Make a voice recording. Send a voice recording. Save a voice recording. Insert voice recordings into documents created by an OLE2 or ActiveX application

18 Avaya Unified Messenger Client User Guide Unified Messenger Options When Avaya Unified Messenger is installed your system administrator establishes default settings for incoming call handling and message handling, such as which greeting is played to outside callers when your line is busy or unanswered. These settings are stored with your mailbox. You can use Unified Messenger Options to change all or some of these default mailbox settings. Opening Unified Messenger Options Unified Messenger Options is available from the Windows Start menu. Click: 1. Start 2. Programs 3. Avaya Unified Messenger Client 4. Unified Messenger Options

19 Introduction to Avaya Unified Messenger Using Unified Messenger Options See Setting personalized call handling on page 2-14 for information about using Unified Messenger Options to: Turn an Extended Absence greeting on/off. Override call handling. Screen calls. Choose a greeting when an extension is busy. Choose a greeting when an extension is not answered. Use intercom paging when an extension is not answered. See Recording greetings from your desktop on page 2-22 for information about using Unified Messenger Options to: Record a Spoken Name (first and last name). Record a Personal greeting. Record a Please Hold greeting (informs callers of the extension they selected while they are transferred to that extension). Records Optional greetings. Record an Extended Absence greeting to advise callers that you are away from the office. See Working with from the desktop on page 2-34 for information about using Unified Messenger Options to set up: Automatic playback to select whether the voice message is played back automatically. Message navigation. Notification when messages are delivered. Notification when messages are opened. Include original messages in a reply. Display language to select the language in which Unified Messenger Options, Unified Messenger Voice Form and Unified Messenger Voice Recorder is displayed

20 Avaya Unified Messenger Client User Guide See Working with Avaya Unified Messenger through the TUI on page 2-42 for information about using Unified Messenger Options to: Sort all the messages in your Inbox. Specify a default fax number for printing faxes. Delete messages when exiting. Save messages sent when exiting the TUI. Change the prompt language for your mailbox. Set up rules for your mailbox to alert you of new messages. See Setting up rules on page 2-48 for information about using Unified Messenger Options to set up rules for using: Find Me to redirect unanswered calls to a list of phone numbers. Call Me to call you at a designated phone number when you receive messages that meet certain criteria. Notify me to notify you of messages in your mailbox. Message Waiting Indicator to alert you when messages meeting specified criteria arrive in your mailbox

21 Introduction to Avaya Unified Messenger Voice Mail Voice Mail appears as an additional property page in your options pages. To display the Voice Mail tab: 1. Display the Actions menu on the menu bar. 2. Select Options. 3. Click on the Voice Mail tab

22 Avaya Unified Messenger Client User Guide Click the Call Answering Options button to access: Setting personalized call handling. Recording greetings from your desktop (see Unified Messenger Options on page 1-9). See Unified Messenger Options on page 1-9. Click the Telephone User Interface Options button to access: Working with Avaya Unified Messenger through the TUI. Setting up rules. See Unified Messenger Options on page 1-10 and the Avaya Unified Messenger Online TUI Guide. Click the Desktop User Interface Options button to access: Working with from the desktop. Selecting the display language. Sorting all messages in your mailbox. Specifying the default fax number for printing faxes. See Unified Messenger Options on page

23 2 Avaya Unified Messenger Options Getting Started When Avaya Unified Messenger is installed your system administrator establishes default settings for incoming call handling and message handling, such as which greeting is played to outside callers when your line is busy or unanswered. These settings are stored with your mailbox. You can use Unified Messenger Options to change all or some of these default mailbox settings. Opening and closing Unified Messenger Options Describes how to open and close Unified Messenger Options. See Opening and closing Unified Messenger Options on page 2-3. Connecting to a voice server When you use Avaya Unified Messenger for the first time you need to connect to a voice server. See Connecting to a voice server on page 2-4. Working offline You can work with without being connected to a voice server. See Working offline on page 2-5. Changing passwords Setting up a password is a security measure to restrict access to your mailbox by unauthorized callers via the TUI. It is important that you set up your password

24 Avaya Unified Messenger Client User Guide See Changing passwords on page 2-6. Using from your desktop With, you can record and playback voice messages using the telephone or multimedia. See Using Avaya Unified Messenger from the desktop on page

25 Avaya Unified Messenger Options Opening and closing Unified Messenger Options To open Unified Messenger Options Do one of the following From the Tools menu in your application, choose Options and select the Voice Mail tab. From the Control Panel, select Avaya Unified Messenger. From the Start menu, choose Programs, then choose Avaya Unified Messenger Client and select Unified Messenger Options. Note: When you open Unified Messenger Options for the first time you are asked to which voice server you want to connect. Ask your system administrator for the correct voice server name. To close Unified Messenger Options You can close Unified Messenger Options by clicking: OK, to accept the changes you have made. Cancel, to ignore the changes you have made

26 Avaya Unified Messenger Client User Guide Connecting to a voice server When you run Avaya Unified Messenger for the first time the Connect to Voice Server dialog box is displayed. Note: This dialog box is also displayed if Avaya Unified Messenger cannot connect to a voice server. To connect to a voice server 1. Start Avaya Unified Messenger. The Connect to Voice Server dialog box is displayed. 2. In the Select a voice server to connect to field select a voice server name or click Browse to search for the voice server. Note: If you do not know the voice server name, ask your system administrator

27 Avaya Unified Messenger Options Working offline You can work with without being connected to a voice server. While working offline, you can only use multimedia for composing and playing back voice messages. To work offline 1. Start. The Connect to Voice Server dialog box is displayed. 2. Click Work Offline

28 Avaya Unified Messenger Client User Guide Changing passwords Password rules Setting up a password is a security measure to restrict access to your mailbox by unauthorized callers via the TUI. Read the password rules to ensure that you set up your password correctly. See Passwords on page 2-6. Changing your password You can change your password at any time. See Changing your password on page 2-8. Passwords Setting up a password is a security measure to restrict access to your mailbox by unauthorized callers via the TUI. This is important since an unauthorized caller may otherwise gain access to all your voice, , and fax messages. Depending on how your system administrator has set up Avaya Unified Messenger, you may be prompted to change your password at regular intervals. If not, it is strongly recommended that you change your password at regular intervals. You can change your password at any time via the TUI or by using Unified Messenger Options. Note: When you access your mailbox for the first time by using Unified Messenger Options or the TUI, make sure that your system administrator has provided you with the default password

29 Avaya Unified Messenger Options Password rules Passwords must be numeric. Passwords cannot include leading zeros. The minimum length of the password is specified by your system administrator. If you enter a password that is shorter than the minimum number of digits required, you receive an error message and are prompted to start again. The maximum password length is 32 digits. If you enter the wrong password for a set number of times (specified by your system administrator) you are logged out of the system. In this case, contact your system administrator who must assign a new password. When changing your password, you cannot use the same password. It is also recommended that you do not reuse any previous password. If your password expires, you are prompted to change it before you can send or retrieve messages via the TUI

30 Avaya Unified Messenger Client User Guide Changing your password To change a password 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. Select the Security tab. 4. In the Old password field, enter your current password. Note: For security reasons, all digits entered appear as *. 5. In the New password field, enter a new password. 6. In the Confirmation field, you must enter the new password again. If you do not reenter your password, the system does not accept the change. 7. Click: Apply, to accept the new password. OK, to accept the new password and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new password

31 Avaya Unified Messenger Options Using Avaya Unified Messenger from the desktop When at your desk, you can decide whether to use the telephone or multimedia to compose and review recordings. You can: Compose recordings. See Composing voice messages on page Review recordings. See Reviewing voice messages on page

32 Avaya Unified Messenger Client User Guide Composing voice messages When at your desk, you can decide whether to use the telephone or multimedia to compose recordings. See: Recording voice from the desktop with a telephone on page Recording voice from the desktop with multimedia on page Recording voice from the desktop with a telephone You can compose voice messages by using your telephone. Note: You can also change the medium for the current message only. To record voice from the desktop with a telephone 1. Display the Media Setup tab in one of the following ways: In Unified Messenger Options, click Desktop User Interface Options. In Unified Messenger Voice Form or Unified Messenger Voice Recorder, choose Options from the View menu. 2. In the When composing voice messages field, select Telephone. 3. Click Configure. 4. In the Extension number field, enter your extension number or phone number. 5. In the Voice server name field, select the voice server. Check with your system administrator for the voice server name. 6. Click one of the following: Apply, to accept the new setting. OK, to accept the new setting. Cancel

33 Avaya Unified Messenger Options Recording voice from the desktop with multimedia When you are at your PC, you can listen to and record voice messages by using multimedia. Notes: When recording voice messages by using multimedia, make sure that the volume of the recording is adjusted correctly. To test this, play back a voice message before sending it. If the recording volume needs to be adjusted, use any program on your PC that allows you to adjust the volume level. You normally find these programs under Accessories on the Start menu. You can retrieve voice messages by using the telephone user interface (TUI) at any time. You can also change the medium for the current message only. To record voice from the desktop with multimedia 1. Display the Media Setup tab in one of the following ways: In Unified Messenger Options, click Desktop User Interface Options. In Unified Messenger Voice Form or Unified Messenger Voice Recorder, choose Options from the View menu. 2. In the When composing voice messages field, select Multimedia. 3. Click one of the following: Apply, to accept the new setting. OK, to accept the new setting. Cancel

34 Avaya Unified Messenger Client User Guide Reviewing voice messages When at your desk, you can decide whether to use the telephone or multimedia to review recordings. See: Reviewing voice messages from the desktop with a telephone on page Reviewing voice messages from the desktop with multimedia on page Reviewing voice messages from the desktop with a telephone You can review voice messages by using your telephone. Note: You can also change the medium for the current message only. To review voice messages from the desktop with a telephone 1. Display the Media Setup tab in one of the following ways: In Unified Messenger Options, click Desktop User Interface Options. In Unified Messenger Voice Form or Unified Messenger Voice Recorder, choose Options from the View menu. 2. In the When reviewing voice messages field, select Telephone. 3. Click Configure. 4. In the Extension number field, enter your extension number, or phone number. 5. In the Voice server name field, select the voice server. Check with your system administrator for the voice server name. 6. Click one of the following: Apply, to accept the new setting. OK, to accept the new setting. Cancel

35 Avaya Unified Messenger Options Reviewing voice messages from the desktop with multimedia When you are at your PC, you can listen to and record voice messages by using multimedia. Notes: When recording voice messages by using multimedia, make sure that the volume of the recording is adjusted correctly. To test this, play back a voice message before sending it. If the recording volume needs to be adjusted, use any program on your PC that allows you to adjust the volume level. You normally find these programs under Accessories on the Start menu. You can retrieve voice messages at any time by using the telephone user interface. You can also change the medium for the current message only. To review voice messages from the desktop with multimedia 1. Display the Media Setup tab in one of the following ways: In Unified Messenger Options, click Desktop User Interface Options. In Unified Messenger Voice Form or Unified Messenger Voice Recorder, choose Options from the View menu. 2. In the When reviewing voice messages field, select Multimedia. 3. Click one of the following: Apply, to accept the new setting. OK, to accept the new setting. Cancel

36 Avaya Unified Messenger Client User Guide Setting personalized call handling Turning an Extended Absence Greeting on/off When you are away from the office for any length of time, you can inform callers of your absence and ask them to leave a message. See Turning an Extended Absence Greeting on/off on page Overriding call handling Depending on your PBX integration, you can override call handling defaults and select the greeting that callers will hear. All callers are directly transferred to your mailbox where they can leave a message. See Overriding call handling on page Screening calls You can set Avaya Unified Messenger so that callers must announce themselves before you answer their calls. You can then decide whether to take the call. See Screening calls on page Choosing a greeting when extension is busy By default and if recorded, callers hear the Personal Greeting when your extension is busy. Depending on your PBX integration, you can change this default by specifying to play Optional Greeting 1 or Optional Greeting 2 instead. See Choosing a greeting when extension is busy on page Choosing a greeting when extension is not answered By default and if recorded, callers hear the Personal Greeting when you are not at your desk. Depending on your PBX integration, you can change this default by specifying to play Optional Greeting 1 or Optional Greeting 2 instead. See Choosing a greeting when extension is not answered on page Using intercom paging when extension is not answered You can set Avaya Unified Messenger to intercom page you when you are not at your desk. See Using intercom paging when an extension is not answered on page

37 Avaya Unified Messenger Options Turning an Extended Absence Greeting on/off When you are away from the office for any length of time, you can inform callers of your absence and ask them to leave a message. Notes: You must have recorded an Extended Absence Greeting. See Recording an Extended Absence Greeting on page This option takes priority over other call handling options. Each time you access your mailbox and the Extended Absence Greeting is on, you are prompted to turn the greeting off. Callers to your extension have the choice of entering another number, leaving a message or being returned to the automated attendant. To turn an Extended Absence Greeting on/off Start Unified Messenger Options.See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 5. Select the Handle Incoming Calls tab. 6. To turn the greeting on, select the Override call handling and play Extended Absence Greeting check box. 7. To turn the greeting off, clear the Override call handling and play Extended Absence Greeting check box. 8. Click: Apply, to accept the new setting. OK, to accept the new setting and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new setting

38 Avaya Unified Messenger Client User Guide Overriding call handling Depending on your PBX integration, you can override call handling defaults and select the greeting that callers will hear. All callers are directly transferred to your mailbox where they can leave a message. Notes: You can only select this option if: Your system administrator has set you up to use the Handle Incoming Calls tab. You have recorded at least one of the Optional Greetings. See Recording a Personal Greeting on page The call comes through the automated attendant. Calls placed directly to your extension are not affected. If you use this option, the When my extension is busy, play and When I don't answer my extension, play check boxes are not available. If you use the extended Absence Greeting, this option is ignored

39 Avaya Unified Messenger Options To override call handling 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Call Answering Options. 3. Select the Handle Incoming Calls tab. 4. Select the Block all incoming calls and play check box. 5. From the list, select Optional Greeting 1 or Optional Greeting 2. The default is None. 6. Click: Apply, to accept the new setting. OK, to accept the new setting and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new setting. Note: If you no longer want to override call handling, clear the Block all incoming calls and play check box. All calls are put through to your extension as normal

40 Avaya Unified Messenger Client User Guide Screening calls You can set Avaya Unified Messenger so that callers must announce themselves before you answer their calls. You can then decide whether to take the call. The caller hears Please speak your name at the tone so I may say who is calling. Before the caller is transferred, you hear Call from [name]. To accept press [#], to decline press [1]. If you screen calls but are not at your desk to pick up calls, callers have the choice of leaving a message, being diverted to a different extension, or transferring to the operator. Notes: You can use this option only: If your system administrator has enabled call screening. If the call is coming through the auto attendant Calls placed directly to your extension are not affected. To screen calls 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. Select the Handle Incoming Calls tab. 4. Select the Enable call screening check box. 5. Click: Apply, to accept the new setting. OK, to accept the new setting and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new setting. Note: If you no longer want to screen calls, clear the Enable Call Screening check box. All calls are put through to your extension as usual

41 Avaya Unified Messenger Options Choosing a greeting when extension is busy By default and if recorded, callers hear the Personal Greeting when your extension is busy. Depending on your PBX integration, you can change this default by specifying to play Optional Greeting 1 or Optional Greeting 2 instead. Notes: You can only select this option if: Your system administrator has set you up to use the Handle Incoming Calls tab. You have recorded at least one of the Optional Greetings. See Recording a Personal Greeting on page The Override call handling and play Extended Absence Greeting and Block all incoming calls and play check boxes are not selected. To choose a greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Call Answering Options. 3. Select the Handle Incoming Calls tab. 4. Select the When my extension is busy, play check box. 5. From the list, select Optional Greeting 1 or Optional Greeting 2. The default is None. 6. Click: Apply, to accept the new setting. OK, to accept the new setting and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new setting. Note: You can always return to playing the Personal Greeting by clearing the When my extension is busy, play check box

42 Avaya Unified Messenger Client User Guide Choosing a greeting when extension is not answered By default and if recorded, callers hear the Personal Greeting when you are not at your desk. Depending on your PBX integration, you can change this default by specifying to play Optional Greeting 1 or Optional Greeting 2 instead. Notes: You can only select this option if: Your system administrator has set you up to use the Handle Incoming Calls tab. You have recorded at least one of the Optional Greetings. See Recording a Personal Greeting on page The Override call handling and play Extended Absence Greeting and Block all incoming calls and play check boxes are not selected. To choose a greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Call Answering Options. 3. Select the Handle Incoming Calls tab. 4. Select the When I don't answer my extension, play check box. 5. From the list, select Optional Greeting 1 or Optional Greeting 2. The default is None. 6. Click: Apply, to accept the new setting. OK, to accept the new setting and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new setting. Note: You can always return to playing the Personal Greeting by clearing the When I don't answer my extension, play check box

43 Avaya Unified Messenger Options Using intercom paging when an extension is not answered You can set Avaya Unified Messenger to intercom page you when you are not at your desk. Once you are paged, you must return to your extension to pick up the call. If you do not respond to the page, callers are transferred to your mailbox. Notes: You can only use this option, if your system administrator has set you up to use it. This option is ignored if you use the Extended Absence Greeting. To set intercom paging Start Unified Messenger Options.See Opening and closing Unified Messenger Options on page Click Call Answering Options. 8. Select the Handle Incoming Calls tab. 9. Under Intercom Paging options, select one of the following: Paging off. If you do not want to be paged. Paging on. If you choose this option and have not specified other call handling options, callers are asked whether they want the person to be paged. If you specify other call handling options, the call handling options take priority over intercom paging. Automatic paging. If there is no answer at your extension, you are intercom paged automatically. If you do not respond to the page, call handling options are offered. 10. Click: Apply, to accept the new setting. OK, to accept the new setting and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new setting

44 Avaya Unified Messenger Client User Guide Recording greetings from your desktop Recording greetings: Tips Some information on what details you should record and how you can move around a recording. See Recording greetings: Tips on page Recording a Spoken Name The Name prompt consists of your first and last name only. The system uses this prompt for telephone answering, if you have not used other call handling features. See Recording a Spoken Name on page Recording a Personal Greeting The Personal Greeting can be used to add a personal touch when callers request to be transferred to your mailbox and your extension is busy or there is no answer. See Recording a Personal Greeting on page Recording a Please Hold Greeting The Please Hold prompt informs callers of the extension they selected while they are transferred to that extension. See Recording a Please Hold Greeting on page Recording Optional Greetings You can use your mailbox as a personalized answering system by recording one or both of the Optional Greetings. You can choose to play these greetings if your extension is busy or unanswered or incoming calls are blocked. See Recording Optional Greetings on page Recording an Extended Absence Greeting Record an Extended Absence Greeting to advise callers that you are away from the office and may be checking your mailbox infrequently. See Recording an Extended Absence Greeting on page

45 Avaya Unified Messenger Options Recording greetings: Tips You can set up Avaya Unified Messenger to play personalized greetings. Greetings are played when callers are transferred to your extension and to assure callers that although you are unable to take their call, you are checking your mailbox regularly and will return their calls. Greetings should State your name, department, and company. Give a time or day when callers can expect a response. Suggest an alternate contact for immediate assistance. To move around a recording To skip forward Choose Skip Forward from the Player menu. Click the Skip Forward button on the voice player. Click to the right of the slider or drag it to the position in the voice message where you want the playback to start. Note: If you are playing back a message while it is downloading and you click the slider or drag the slider to the right of the progress bar, the message playback is paused automatically. Choose Play from the Player menu or click the Play button to continue playback. To skip back Choose Skip Back from the Player menu. Click the Skip Back button on the voice player. Click to the left of the slider

46 Avaya Unified Messenger Client User Guide Recording a Spoken Name The Spoken Name prompt consists of your first and last name only. The system uses this prompt for telephone answering. To record your Spoken Name 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Spoken Name. Notes: If the Spoken Name is marked, a recording exists already but you can rerecord it. The Spoken Name can be up to seven seconds long. 4. Click the Record button. 5. Do one of the following: If using the telephone: wait for your phone to ring, pick up the receiver, and record the greeting. If using multimedia: record the greeting. 6. Click the Stop button when you are finished recording. Use the voice player to listen to your recording. Note: Make sure to use Stop to end a recording when using the phone. If you hang up the phone without clicking the Stop button, there may be some silence or the dial tone at the end of the recording. 7. Click: Apply, to accept the new recording. OK, to accept the new recording and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new recording

47 Avaya Unified Messenger Options To delete a Spoken Name 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Spoken Name. 4. Click

48 Avaya Unified Messenger Client User Guide Recording a Personal Greeting The Personal Greeting can be used to add a personal touch when callers request to be transferred to your mailbox and your extension is busy or there is no answer. To record a Personal Greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Personal Greeting. Notes: If the Personal Greeting is marked, a recording exists already but you can rerecord it. The maximum length of the Personal Greeting is determined by your system administrator. 4. Click the Record button. 5. Do one of the following: If using the telephone: wait for your phone to ring, pick up the receiver, and record the greeting. If using multimedia: record the greeting. 6. Click the Stop button when you are finished recording. Use the voice player to listen to your recording. Note: Make sure to use Stop to end a recording when using the phone. If you hang up the phone without clicking the Stop button, there may be some silence or the dial tone at the end of the recording. 7. Click: Apply, to accept the new recording. OK, to accept the new recording and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new recording

49 Avaya Unified Messenger Options To delete a Personal Greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Personal Greeting: 4. Click

50 Avaya Unified Messenger Client User Guide Recording a Please Hold Greeting The Please Hold Greeting informs callers of the extension they selected while they are transferred to that extension. To record a Please Hold Greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Please Hold Greeting. Notes: If the Please Hold Greeting is marked, a recording exists already but you can rerecord it. The maximum length of the Please Hold Greeting is determined by your system administrator. 4. Click the Record button. 5. Do one of the following: If using the telephone: wait for your phone to ring, pick up the receiver, and record the greeting. If using multimedia: record the greeting. 6. Click the Stop button when you are finished recording. Use the voice player to listen to your recording. Note: Make sure to use Stop to end a recording when using the phone. If you hang up the phone without clicking the Stop button, there may be some silence or the dial tone at the end of the recording. 7. Click: Apply, to accept the new recording. OK, to accept the new recording and close Unified Messenger Options. Cancel, to close Unified Messenger Options without saving the new recording

51 Avaya Unified Messenger Options To delete a Please Hold Greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Please Hold Greeting: 4. Click

52 Avaya Unified Messenger Client User Guide Recording Optional Greetings Note: You can only use Optional Greetings, if your system administrator has given you access to the Handle Incoming Calls tab and it is supported by your PBX. To record an Optional Greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options 3. From the Record Greetings tab, select: Notes: Optional Greeting 1. Optional Greeting 2. If the Optional Greetings are marked, a recording exists already but you can rerecord it. The maximum length of an Optional Greeting is determined by your system administrator. 4. Click the Record button. 5. Do one of the following: If using the telephone: wait for your phone to ring, pick up the receiver, and record the greeting. If using multimedia: record the greeting. 6. Click the Stop button when you are finished recording. Use the voice player to listen to your recording. Note: Make sure to use Stop to end a recording when using the phone. If you hang up the phone without clicking the Stop button, there may be some silence or the dial tone at the end of the recording

53 Avaya Unified Messenger Options 7. Click: Apply, to accept the new recording. OK, to accept the new recording and close Telephone User Interface Options. Cancel, to close Telephone User Interface Options without saving the new recording. To delete an Optional Greeting 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select one of: Optional Greeting 1. Optional Greeting Click

54 Avaya Unified Messenger Client User Guide Recording an Extended Absence Greeting To record an Extended Absence Greeting. 1. Start Unified Messenger Options. See Opening and closing Unified Messenger Options on page Click Telephone User Interface Options. 3. From the Record Greetings tab, select Extended Absence Greeting. Note: The maximum length of the Extended Absence Greeting is determined by your system administrator. 4. Click the Record button. 5. Do one of the following If using the telephone: wait for your phone to ring, pick up the receiver, and record the greeting. If using multimedia: record the greeting. 6. Click the Stop button when you are finished recording. Use the voice player to listen to your recording. Note: Make sure to use Stop to end a recording when using the phone. If you hang up the phone without clicking the Stop button, there may be some silence or the dial tone at the end of the recording

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