UM8000 Voic System Administration Guide

Transcription

1 UM8000 Voic System Administration Guide Ally Communications, LLC Chisholm Rd, STE 4 Florence, AL (256) Ally Communicaions, LLC (256) Page 1

2 CUSTOMER INFORMATION: Phone System (SV8100) IP Address: User Name: Password: Voic (UM8000) Web Access on the LOCAL network: Web Access on an INTERNET connection: Login ID: 9+ Your 3 digit extension number Password: Your voic PIN # Logging into the Voice Mail (UM8000) 1. Open Internet Explorer (Chrome, Firefox and other browsers are NOT supported) 2. Click the link above or enter the IP Address in the address bar, followed by /admin. 3. Enter your User Name (9+your 3 digit extension) and Password (voic PIN) 4. Press Enter or click Login Ally Communicaions, LLC (256) Page 2

3 UM8000 System Programming: Web Administration Pages Many pages in the Web Administration Console are divided into three areas: - The navigation pane, located on the left side of the console, links to other pages - The page, where data is entered and displayed - The title bar which contains the name of the record and the command icons Command Icons The Command Icons are located in the title bar at the top and appear as follows: Save - Saves data changes Find - Search for existing mailboxes, transaction boxes, etc. Previous - View previous page Next - View the next page Add - Create a new mailbox, transaction box, etc. Help - Provides in-depth online documentation Delete - Deletes the current mailbox, transaction box, etc. displayed Ally Communicaions, LLC (256) Page 3

4 Main Menu The Main menu appears when you first log on to the voice messaging system. On the left side of each system page is a navigation pane that contains links to the Web administration console pages. Each link in the navigation pane contains one or more pages with related fields. Click a link in the navigation pane to display a page. Subscribers - Create subscriber templates and configure individual subscribers and guests settings. Pages in this category allow you to set schedules, passwords, account permissions, phone greetings, call processing and transfer options. Call Management - Specify how the UM8000 answers, routes, transfers and records calls. Settings include call handling settings for the operator, opening greeting, any routing applications and menus, languages and voice detect applications. Groups - Create or configure message groups, directory groups, and directory menus. Reports - Generate reports of subscriber-based or system-based information, including message activity, message groups, phone sign-ins, disk storage, administration access, port usage and software information. System - Set general information about the voice messaging system: site contact information, message storage and playback settings, system prompts, schedules, port settings and phone system integration. Port Status - Displays the current activity and status of each port or incoming phone line. Server Control - Start or stop the voice messaging software Ally Communicaions, LLC (256) Page 4

5 Common Administrator Programming Name Changing, Security Code Resetting, Adding/deleting a mailbox 1. Log into the Web Admin Console 2. Under the Subscriber menu select the Profile link Profile Page of a Users Voic Box 3. Once here you may do the following: - In the Name field, you may change the mailbox user name NOTE: Based on Directory setup, the name field my show first name followed by last name - Selecting the box beside Reset password to System Default password will reset the security code to the default security code Select the Save Icon Ally Communicaions, LLC (256) Page 5

6 Resetting a Mailbox to New 1. Log into the Web Admin Console 2. Under the Subscriber menu select the Access Options link Resetting a Mailbox in the Access Options 3. Scroll down to the Administration section 4. Select the box beside the option called Require First-time Enrollment 5. Select the Save Icon Ally Communicaions, LLC (256) Page 6

7 Changing the Main Greeting 1. Log into the Web Admin Console 2. Under the Call Management menu select the Opening Boxes link 3. Under the Opening Boxes menu select the Greetings link Opening Box > Greetings 4. Under Active Greeting select the greeting box you want to record/listen to Note: The greeting box on the left is the Day Greeting, to the right is the Night Greeting and the one below the Day and Night boxes is the Alternate Greeting. To make the alternative greeting active, click the circle to the left of "Alternative greeting" and then hit the save button at the top right of the screen. 5. Once a greeting box is selected, a greeting window will pop up: Ally Communicaions, LLC (256) Page 7

8 6. Before selecting record/play, a record/playback device must be selected a. Select the down arrow key to open the options menu b. Highlight the Playback Device and select Phone c. Do the same for Recording Device d. Select Options and enter the extension number to play/record from: Selecting an extension to play/record from 7. When selecting the record icon, the extension entered will now ring. 8. Answer the ringing phone and the record tone will be heard NOTE: Use the Stop Icon to stop recording 9. When finished select the Save Icon. Ally Communicaions, LLC (256) Page 8

9 Setting up Holiday Greetings You can us the Alternate Greeting as your holiday greeting and manual switch each time or you have the voic automatically switch the greetings for you. Manual 1. Record the Alternate greeting the same way the main greeting was recorded 2. When ready to activate, select the dot next to the alternate greeting and save Automatic 1. From the main menu select System 2. Select Holidays 3. Select Holiday Schedule 4. Enter the dates that you wish to change greetings for and a greeting number Ally Communicaions, LLC (256) Page 9

10 Note: If you wish to have your holiday play for 3 consecutive days you must enter ALL 3 days. 5. Select Greetings from the Holiday Menu 6. Select the greeting number from you holiday page and record your greeting. Note: The holiday greeting will begin to play at 12:00am on the first scheduled day entered and return to the normal greeting at 12:00am the following day. Ally Communicaions, LLC (256) Page 10

11 Setting up SMTP Forwarding on UM8000 [Please note that many sections of this document repeat material from the UM8000 Installation Guide and the Web Administration Console Help pages] Enter the appropriate information in three different places in the console before testing: System/Configuration/E mail Settings Subscribers/Subscribers/E mail Subscribers/Subscribers/Access Options Configuring E mail Notification Settings ¹This is the site's e mail server. It may be hosted (SMTP is usually not 25 in this case). You may use the DNS name of the server if you have entered the address in the UM8000 Maintenance Menu under Configuration/Network Setup/DNS Server/Primary DNS. All other network setup is performed in SV8100/SV8300 blade configuration. In the case of a hosted e mail server, many of the common configurations are posted in online forums (see settings.html for example). Delivery to a hosted e mail server is not officially supported. ²The port number (usually a TCP port) may change depending on the server used. The IT provider for the site should have this information and also be able to specify whether or not Secure Socket Layer (SSL) is required (also referred to as TLS or Transport Layer Security ). ³Authentication adds another layer of security that e mail servers often require. If a user authenticates, this usually accommodates stricter policies for relaying e mail. We recommend creating a proxy account for voic because existing users can change account names or leave the company, etc. The three authentication types are summarized in the Help screens under System > Configuration > settings (see next page):

12 4 The sender e mail account. Depending on the security level required by the e mail server, this could even be fictitious. More likely, you will need to use the account name from the domain name (i.e. username@domain.com) field and with the 5 The name displayed in the From: field of e mail messages sent to the client with voice/fax notification or delivery. On setting these values and hitting the (save) button you may encounter one or both of the following errors : These do not currently report accurately so it is best to ignore both statements. If you are concerned that the customer may be alarmed by these errors in the console, hit F5 to refresh after you have made all the necessary changes in e mail settings and the prompts will no longer display on the web console. There is still a possibility that the setup is not correct, please see below for information on troubleshooting. At the end of this document you will also find an example page set up to deliver to gmail.com in Appendix A. Configuring Subscribers Once the global set up is in place, the Subscriber/E mail page will need an SMTP address for the recipient under E mail Notification/E mail Address. This should be entered just as you would any e mail address. Normally you would not configure the E mail Reader section because this is not part of the feature but entails an entirely different feature. Formatted: Right: -27 pt

13 Finally, under Access Options you will want to flag the correct actions to meet the customer s expectations:

14 Troubleshooting SMTP Forwarding Using Logfiles At present the Web Console includes a trace under System/Logs/Modules called E mail but it does not yield the most information. The best log for tracing this is located in /opt/vmail/var/log, called msmtp.log. You can access this log through PuTTY by selecting 2 Maintenance and 2 Command Prompt ; after you log in. From the bash prompt (also called the command prompt ), you can enter pwd at any time to check your location. Your present working directory on connecting is always /opt/vmail. Enter cd var/log This places you in /opt/vmail/var/log, where the msmtp.log can be found. View the file by editing it or by tailing it. Editing allows a static view of the file after results have been written to it. The editor also includes a search option: mcedit msmtp.log Tailing allows a dynamic view of the file. You can stop a tail by hitting <Ctrl>+c tail f msmtp.log The msmtp.log should not show information like the following: Mar 24 12:38:21 host=smtp.avst inc.com tls=off auth=on user=voic @avst inc.co from=voic @avstinc.com recipients=bobbysmith@avst inc.com smtpstatus=535 smtpmsg='535 Sorry.' errormsg='authentication failed (method PLAIN)' exitcode=ex_noperm This is undesirable, obviously, the expected result is EX_OK. Note that the latter portion of the logfile entry is all information coming from the e mail server. It is a statement describing the misconfigured setting in this case, verify the user account s permissions on the e mail server since the exitcode states no permissions. In general, any 500 level message from the e mail server will indicate a failure. Each time you change a setting, it will be necessary to record another voic to test again. Here is another example of a message that could not be sent: Sep 30 13:58:24 host=smtp.avst inc.com tls=off auth=on user=voic @avst inc.com from=voic @avstinc.com recipients=bobbysmith@avst inc.com errormsg='the server does not support authentication method PLAIN' exitcode=ex_unavailable This does not appear with a 500 level message but it clearly states that the PLAIN method is not supported and LOGIN or NTLM must be used. It would be better still to verify with the e mail provider which authentication method is supported. Checking SMTP Service In the previous section, the voic system used a series of commands to forward e mail and the results were detailed in a logfile. In this section, all of the commands are broken down into a manual process that a technician can use to isolate the step where the protocol may be failing:

15 1) Run the following command: sudo telnet [IPAddress] 25 where [IPAddress] refers to the E mail server's IP address. You should get a response similar to the following: 220 ophelia.avst.com E mail Internet Agent Copyright (c) Novell, Inc. All rights reserved. Ready Note: This step verifies that the SMTP service is operational on the e mail server. In the example, it is a GroupWise server. 2) Type the following: ehlo You should see something similar to the following: 250 ophelia.avst.com 250 8BITMIME 250 SIZE 250 AUTH LOGIN 250 AUTH=LOGIN [Some servers will not respond to ehlo but will reply to helo] 3) Now run the following: mail from: [sender's e mail address] where [sender's address] is any address. You should get back the following (or similar): 250 OK mail from <johndoe@avst.com 4) Now run the following: rcpt to: [recipient's e mail address] where [recipient's e mail address] refers to the E mail account's e mail address (the person receiving the message). You should get back the following (or similar): 250 OK Recipient <bobbysmith@company.com Note: This step is important because you are verifying that you can actually send e mail messages to this recipient. Many times, a failed e mail integration between e mail and the voic server involves configuration problems with the SMTP service (e.g. relaying turned off, denied access to server, etc.). Note: If you get the message 550 Relaying is prohibited instead of the previous message this means the SMTP server is not allowing e mail to be sent outside the company from the machine you re using to TELNET into the server. If the machine you re using is the voic server, it means the voic server is not authorized to use the SMTP service. 5) Assuming relaying is allowed, you would now type: data

16 You should see the message 354 Enter mail, end with "." on a line by itself At this point you can enter any text for the body of the e mail message. A suggestion is to type the following: From: Telnet User Subject: Testing SMTP Service Hello. This is a test of e mail integration from the voic server, this is only a test. When you have finished entering the body of the e mail message, enter a period by itself on a line:. You should now see the message 250 OK and you should have the recipient of the e mail message check that he or she received the message. 6) You can disconnect with quit Appendix A: Example of E Mail Notification Settings with smtp.gmail.com Please note: Offsite forwarding is not officially supported but it is known to work. See the UM8000 Installation Guide for more information on the scope of support for this feature (Ch. 12 E mail Integration )

17 Basic Administration via Telephone COMPANY GREETINGS AND ALTERNATE GREETINGS - SET, DISABLE, OR RE-RECORD 1. Press VMsg or dial the voic pilot number. a. Off-site - Call the main number. i. Auto Attendant answers: Enter 9+ Your Extension ii. Employee answers: Have them press Transfer and then VMsg 2. Enter your security Code 3. Press 0(MGR) to enter the management menu 4. Press 5(GREET) for Opening Greetings 5. You will hear The system is in day/night mode, would you like to change to alternate greeting mode?" OR if already in alternate mode you will hear "The system is in alternate greeting mode. Shall I leave it on?" Press 1 to enable or maintain alternate greeting mode, or 2 to disable and return to use standard day/night greetings 6. You can now hang up or follow the audio prompts to edit the recordings You will then hear the following: (Remember to press 1 for YES and 2 for NO) Would you like to change the greetings for Opening Box? The current day greeting is..would you like to change it? The current night greeting is. would you like to change it? The current alternate greeting is. would you like to change it? Note: The alternate greeting mode lets you record a greeting to play no matter what time of day or night it is. When you record this greeting, you do not record over your day or night greetings. It is a greeting of its own. When you place the system in alternate mode, this greeting will play 24 hours a day UNTIL you put the system back in day/night mode. Ally Communicaions, LLC (256)