1. Introduction. 1.1 Terminology. Avaya Modular Messaging and Message Networking

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1 Avaya Modular Messaging and Message Networking Call-Answer Message Response Improvements (CAMRI) Feature Description and Administration 26 July Introduction This document provides a consolidated view of the functionality of the Call-Answer Message Response Improvements, CAMRI, feature as well as installation and administration for the feature. This feature provides more response options to recipients of call-answer messages left by remote subscribers. The concept of remote subscribers involves networking two or more messaging systems together so that the local system learns about the subscribers with mailboxes residing on the remote systems. Modular Messaging systems with a Message Store Server (MM/MSS) can be networked directly to another MM/MSS. Modular Messaging systems also can be indirectly networked through a Message Networking system (MN) to a MM, traditional Intuity AUDIX, traditional Octel Aria, traditional Octel Serenade, or to other systems reached with VPIM. The solution is for customers with MM/MSS systems that are directly networked to another MM/MSS or indirectly networked to any other system supported by MN. 1.1 Terminology Term ANI Basis value Call-answer message Call-answer scenario CAMRI Definition Automatic Number Identification (a synonym for CPN). The field compared with the Map From value. To apply mappings, the system examines the basis value for leading (leftmost digits) that match the Map From value. If so, those matched digits are replaced with the Map To value to generate the result. The term basis value is also known as the initialization type, because it determines the initial value considered for the result before the mapping is applied. A message left in a call-answer scenario. A situation where someone calls a subscriber where the PBX rings the subscriber s desk phone and the subscriber does not answer, because they are busy on another call, choose not to answer, or are not present. The call then covers to the messaging system where it answers the call on behalf of the subscriber. The messaging system presents an interface to the caller, usually playing the greeting and giving the caller an opportunity to leave a message. Call-Answer Message Response Improvements. A set of features chiefly intended to give call-answer message recipients a greater set of choices in responding to the message.

2 Canonical telephone number CPN CLID or CLIN GUI MAS MM MN MSS PBX SMTP Telephone Number TTS Transparent Dialplan TUI VMD VMSC VPIM A telephone number formatted in a standard form that is generally usable by a large number of persons. In the United States, this is a 10 digit number comprised of a 3-digit area code, a branch exchange of 3-digits, and 4 completing digits. Frequently, canonical telephone numbers are formatted with some punctuation. The punctuation is not accommodated on MSS and MN administration, and if it exists, should be discarded when comparing or dialing numbers. Calling Party Number. Within this document CPN (and it its synonyms ANI, CLID, and CLIN as well as perhaps Caller ID, although that usually includes the name as well) refer always to numbers of callers for inbound calls. The CPN is the number passed from the PBX through the switch integration to the messaging system to identify the caller. Calling Line Identification Number (a synonym for CPN) Graphical User Interface. Within this document GUI refers to any PC-based program for retrieving and sending messages, such as Microsoft Outlook and Netscape 7, including any plug-ins it may have, such as the Avaya Outlook Thick Client. Messaging Application Server. A hardware platform running Microsoft Windows that performs the telephony and switch integration functions of a Modular Messaging system. Modular Messaging. A messaging system comprising of one or more Message Application Servers and a messaging store such as the MSS, Exchange, or Domino. Messaging Networking. An Avaya product that can interconnect a variety of messaging systems. Message Store Server. An Avaya product that can act as a message store and administration database repository in a MM system. Private Branch Exchange. A telephony switch. Simple Mail Transport Protocol a mechanism for sending messages between servers or from a client to a server. Internal MM phone number used internally to match the CPN. Text-to-speech Remote subscribers can be reached from the local system by dialing their native PBX extensions without any change. Telephone User Interface. A system of prompts and DTMF menus for creating and retrieving messages as well as some mailbox self-configuration such as recording a personal greeting. Voice Mail Domain. In MM/MSS systems, the collection of MASs and the MSS comprise a voice mail domain, equivalent to a single node in a messaging network. In a MM/Exchange or MM/Domino, the collection of subscribers in a VMD can span multiple Exchange or Domino message stores. Voice Mail System Configurator. This is a MAS Windows-based administration vehicle. Voice Profile for Internet Mail. VPIM version 1 is RFC 1911 and VPIMv2 is RFC VPIM specifies messages to be formatted and relayed according to a specific set of Internet conventions, such as MIME and SMTP. VPIM is intended to facilitate server-to-server message exchange, especially between voice message systems from different vendors. 2

3 2. Feature Description 2.1 Overview With CAMRI, when someone calls a Modular Messaging subscriber and leaves a message, the subscriber will be given additional options for responding to the caller when the caller is a subscriber within the messaging network participating in the CAMRI feature. In MM systems before CAMRI, reply-to-sender and call sender options were only available if the caller were a local subscriber. CAMRI also adds the possibility of responding to a voice mail (interpersonal) message by calling the sender. 2.2 Features With CAMRI, we are introducing administrative facilities for mapping rules so that CPNs can be associated with the telephone numbers of remote subscribers and dialing rules which indicate if and how return calls to identified calling subscribers are to be made. With all CAMRI features activated, in response to a local or remote subscriber calling an MM subscriber and leaving a call answer message, the local MM system can: identify the caller who left the message (on the TUI with recorded name or TTS on the GUIs with text name) allow the recipient to use the TUIs to respond to the message by constructing a reply message allow the recipient to use the TUIs to respond to the message by calling the caller allow the recipient to use the MM GUIs to respond to the message by constructing a reply message generate an containing the appropriate information if the called subscriber has configured the Notify Me feature (in Subscriber Options) to include the caller s name and calling party number in the notification call the recipient via other specified phone numbers if the called subscriber has configured the Call Me feature (in Subscriber Options) and the caller s message meets the called subscriber s previously provided criteria (such as originating identity and message importance). As mentioned earlier, CAMRI also adds the ability to call the sender when using the TUI to respond to any voice mail (interpersonal) message received from a remote subscriber. Modular Messaging already had the ability to call the sender who was a local subscriber. Modular Messaging already possessed the ability to use the identity of local subscribers, remote subscribers and arbitrary addresses in Call Me rules through the inclusion of the desired mailbox addresses in the from field of any Call Me rule. Since the CAMRI feature causes the MM to identify remote subscribers in call-answer scenarios, a rule may now fire in response to a call-answer message left by a remote subscriber in addition to its prior ability to act on rules in response to interpersonal voic messages from the same originators. In regards to all of these new behaviors listed in this section, remote subscribers can be those with mailboxes on: another MM/MSS that is directly networked any messaging system reached through networking with an MN, including any of the following o an Intuity AUDIX, o an Octel Aria, o an Octel Serenade, o another MM/MSS, o a messaging system networked with VPIM, o a messaging system networked to an Intuity Interchange, o any of the above networked via one or more additional MNs. The feature can be configured, if desired, for a subset of a system s remote subscribers. With such configuration, the features will only be available if the caller or message originator is one included in the defined configuration. 3

4 2.3 Steps to Obtain the Features CAMRI involves changes to both the MSS and MAS servers for MM and to the MN. There are two big steps to obtaining the CAMRI features. The first step is to install or upgrade to a set of software that has the feature, and secondly, to administer the systems appropriately. To obtain the CAMRI features for all MM/MSS systems in a messaging network, it is necessary to place the appropriate software on all of the MASs and MSSs as well as any MNs in the network. See section 3 of this document for installation references. This document discusses how to administer the systems. If the software is installed but the systems remain unadministered, then the messaging systems will work as before (at least in regards to the CAMRI aspects). In that case, full message response options will exist only for messages and calls received from other local subscribers. 2.4 A Brief Word on How CAMRI Works Messaging systems that are networked together in an enterprise normally share information about the subscribers on each system. The new software allows administration of mapping rules to convert one of each subscriber s fields that are shared in the data exchanges, usually the PBX extension or numeric address, into a telephone number that the messaging expects to see when it is that particular subscriber who is making a call. When a system sees an inbound call from that telephone number in the caller ID, it identifies the message as one that originated from that person by correlating the telephone number to the subscriber s name in its set of subscriber records. If the recipient chooses to reply to the message, the SMTP address from the data exchange is employed as a destination for the reply. The new software allows specification of dialing rules to say how categories of outbound calls are to be made, such as the need to prepend a 9. If the recipient chooses to call the sender from while using one of the MM s telephone user interfaces, then the system locates the originator s telephone number, prepends any digits due to the dialing rules applicable to the telephone number, and dials the result. 2.5 Situations Where CAMRI Will Be Unavailable There are a few situations of which an installer or administrator should be cognizant where the CAMRI features will be unavailable Secondary Extensions Modular Messaging and some other messaging systems support secondary extensions in addition to (primary) PBX extensions for each subscriber. These secondary extensions are not shared with other messaging systems when the systems exchange data about the subscribers on each. There are a number of common uses for secondary extensions: As fax numbers for a subscriber, so callers can leave faxes in a subscriber s mailbox without ringing the desk phone (where the subscriber might pick up the handset, be blasted with fax tones, and cause the sender to retry). Fax numbers are configured on the PBX as extensions which go directly to coverage (i.e., the messaging system) without ringing an associated telephone set. As convenient origination points where an MM system will not require the subscriber s entry of a mailbox number, only the password, to gain entry to their mailbox. Use of cell phone numbers and home phone numbers as secondary extensions thereby allow quick access to the subscriber s mailbox when calling from those numbers. No password is required, just as in calling from the primary PBX extension (i.e., the desk phone). If the subscriber calls from one of these numbers to a remote subscriber, then the remote system will not have learned about the secondary extensions and could not have transformed them into a telephone number that it sees in the caller ID. For this use of secondary extensions, however, the cell or home numbers are not even the in domain of the enterprise s messaging network or telephony switch network. For switch integrations that require each line appearance on a telephone set to have a separate number. This situation is usually seen with messaging systems connected to a Nortel PBX. For example, a telephone set may have three line appearances, the first of which is the (primary) PBX extension and the others are administered as secondary extensions. Such an arrangement allows calls that roll onto the second or third line appearances because the earlier line appearances were already busy (or calls made directly to those extensions) to cover to a single mailbox for the subscriber. In this arrangement, if calls are originated on the second or third line appearances to a remote subscriber, then the CAMRI features will be unavailable because the remote messaging system will not have learned about the secondary extensions and could not have transformed them into a telephone number that it sees in the caller ID. 4

5 2.5.2 Prior Messages Presentation and capabilities for call answer messages received prior to the upgrade of the software will not have the CAMRI features. The new software can only affect those call answer messages received after the software is installed Asymmetrical Inbound and Outbound Digit Sequences There are cases where an enterprise s switch network is configured such that caller ID provides a longer string of digits than is necessary to return a call to that same person. Example: When person A on system A calls person B on system B, A provides B with 10 digits in the caller ID as the telephone number of person A, but if person B returns the call, only the rightmost 6 digits are needed to internally route the call. The CAMRI dialing rules facility does not have any mechanism to shorten the telephone number when placing outbound calls. When the switch environment provides a caller ID longer than needed to internally call the person, all CAMRI features will still work except the ability to call the originator of a message. In many cases, even this call sender functionality can be achieved if the call can be placed using external routing (such as 9 plus the full 10 digits). The customer must also acknowledge and agree to the extra costs incurred by the external call routing over the internal routing Internal Versus External Call Routing Frequently, callers have choices in how the call is to be routed by the choice of numbers dialed. For example, the caller at extension 4998 may dial a four digit extension, say 4537, to reach the desired party through internal switching means, or the caller may be able to dial , to reach the same party through external switching means. In the internal case, the receiving system may receive caller ID of 4998 but in the external routing it may receive a caller ID of It is possible to configure the systems to create only a single telephone number by which it expects to identify a caller. Usually, the mappings are created to identify the internal caller ID since that is the means by which most call traffic is expected Inband Switch Integrations Since inbound calls over inband switch integrations do not pass calling party number (CPN) information into the Modular Messaging system, the CAMRI features are unavailable for subscribers on MM systems with inband integrations who receive calls from remote subscribers. However, CPN information is passed in outbound calls from switches that use inband integrations, so that if a subscriber with a mailbox on an MM system calls another subscriber and leaves a message on an MM system that does not employ an inband integration, then the called subscriber will receive the CAMRI features (per any other administration that may have been done.) Using Call Sender and Leaving a Message When a subscriber who responds to a call answer message by using the call sender option within the TUI (as a result of the CAMRI features) that subscriber may leave a message where the recipient doesn t receive the CAMRI features because the outbound return call does not use the CPN of the subscriber but rather one of the MM ports or its pilot number. Because the caller ID is the telephone number of one of the MM ports or the MM s pilot number, the receiving MM cannot identify who is calling. 3. Software Updates An update that is done to a machine to gain the CAMRI features for the local subscribers should be performed in a fashion that avoids multiple updates to each component s database. This is especially true for systems that contain a significant number of pre-existing subscriber records. Please consult the section discussing the particular software update in the installation instructions (internet location specified later in this section) to determine if Tier 3 or technicians are required to perform the install. Software updates are needed on the MM MSS and MAS servers as well as on all Message Networking servers in the network. The MM software delivery will be the latest available MM 2.0 Service Pack. Similarly for MN the software delivery will be the latest available service pack for MN The CAMRI software installation instructions are available at the following FTP site: 5

6 ftp://ftp.avaya.com/incoming/up1cku9/mm/camri/camri Installation Instructions.doc For those persons with COMPAS access, the installation instructions are also available in COMPAS document The installation instructions document has links from which the software itself can be downloaded as well as current release notes. 4. System Administration The system administration on the MSS, MAS and MN systems for CAMRI would be done by whoever normally does such administration for production systems e.g. typically the specialist, CSI or business partner. Once software updates have been applied to the MSS, MAS, and MN systems, it is necessary to administer these systems appropriately to gain the CAMRI benefits. Unless administration is done, the systems will work as they always have done in regards to call answer messages and responding to messages. Before getting into the nuts and bolts (i.e., the specific administrative mechanisms), it is necessary for the administrator to evaluate the messaging network. Depending on the dialplan complexity of the messaging network, configuring the network to offer the CAMRI features in an optimal fashion can be easy or quite complex. The task is similar to administering and propagating network addresses on a Messaging Networking (MN) system (if you are familiar with those facilities). Iterating through each messaging system in the network, the administrator should ask themselves how those subscribers appear in CPN data (caller id) when calling subscribers on other machines in the network. From that, an analysis needs to be made how such numbers should be shared with the other messaging systems. Is a mapping needed or is it the same as the Network Address? The usual goal is to get to a canonical phone number for the subscribers on the messaging system the systems in the network should exchange telephone numbers for the subscribers with each other rather than just PBX extensions, which usually represent only a portion of the telephone number. After such an analysis for each messaging system, one must consider each MM and whether incoming data from other messaging systems needs to be locally tailored to match CPN. Finally, for each MM one must figure out the categories of outbound calls and the dial strings needed for them. The changes in the administrative facilities allow: (a) MN: Creation of mappings that allow constructions of canonical telephone numbers for the remote subscribers on MM systems connected to the MN. (b) MSS: Creation of mappings that transform PBX extensions of each system into telephone numbers that can be associated with CPNs when those subscribers call into MM subscribers. (c) MAS: Creation of dialing rules that indicate how telephone numbers can be successfully used to call the sender using the TUI reply options. This document will discuss these administrative facilities in the order above. The authors believe that this order of discussion best facilitates understanding of the results of the administration in the reader. However, when actually applying the administration for an existing messaging network, particularly when large numbers of subscribers are involved, the MSS mappings should be administered first and then the MN mappings. The reason for this is to minimize the number of remote updates that occur between the systems as the mapping results are shared. Things will work if the administration is performed in the order opposite this recommendation, however, system capacity may be temporarily degraded for a longer time due to the number of remote updates. For installations of new MSS or MN systems, then the administration order is unimportant because there are no subscribers for which to share updates when the mappings are administered. The MAS administration can be done at any time during the configuration process; its placement amongst MN and MSS administration is irrelevant. 6

7 4.1 Mappings Explained The administrative mapping facilities for the CAMRI features on the MN and MSS systems are very similar to those previously existing on the MN for generating network addresses. Mappings are used to generate values for new fields based on existing fields. For example, prior MN facilities could generate a network address for each subscriber using the existing mailbox number field. The existing field used to generate the new value is called the basis number or initialization type. The usual case for CAMRI is to employ mappings to turn a basis value of the existing original PBX extension or network address fields into a telephone number. The mapping facilities commonly have Map From and Map To fields. The mapping is applied to a number where the starting digits (that is, the leftmost digits in the digit sequence) are identical to the Map From value. Applying the mapping means replacing the matched Map From digits with the digits in the Map To value. For sake of example, let s consider the case where the Map From value is 4 and the Map To value is and the mapping is configured to use the PBX extension as the basis value in constructing the subscriber s telephone number. A subscriber who has a PBX extension of will have the leading 4 replaced with to result in a telephone number of A subscriber who has a PBX extension of will not have this mapping applied since the leftmost digits of the PBX extension do not match the Map From value. That is, this subscriber does not have a PBX extension that begins with 4. All of the mapping facilities, both those that existed on MN and those added for the CAMRI feature, allow multiple mappings to be associated with each networked machine. Continuing the example above, the system may also have another mapping with Map From as 31 and the Map To as In that case, a subscriber who has a PBX extension of will result in a telephone number of If the basis number matches more than one mapping, then the mapping matching the longest series of digits is applied. Consider these mappings: Map From Map To A subscriber who has a PBX extension of meets the conditions of the first two mappings, since the PBX extension matches both 4 and 47 as leading digits. However, only the mapping matching the longest series of digits is employed. In this case, the resultant telephone number is No two mappings may have the same identical Map From value because then the system would not know which to apply. The basis value for a set of mappings applicable to a networked machine must be the same. It is not possible to employ the PBX extension as the basis for one of the mappings but use the network address for another. The administrator must choose among the possible basis values at the time that the first mapping is created. The same basis value will be used if subsequent mappings are created for that networked machine. There are some special values permitted for the Map From and Map To fields. The values allowed in the Map From and Map To fields are a string of digits or a blank. A blank in the Map From field means that it matches all values of the basis number---and when this is used, a non-blank Map To must be provided. A blank in the Map To field means that the matched Map From digits are replaced with nothing (i.e., the Map From digits are merely removed when generating the resultant telephone number). In the case of MSS administration (but not MN administration), the Map To field may also have the special value of none. Placing none in the Map To field means all subscribers with the basis field starting with the Map From digits will have an empty string as the resultant telephone number. Such matched subscribers will not participate in the CAMRI features. A blank (empty) Map From value and a blank Map To value indicate that the basis value should be copied into the resultant telephone number. 7

8 4.2 Message Networking (MN) Overview Commonly connected to a Message Networking system is a collection of remote systems. These can be traditional systems, such as Intuity AUDIX machines as well as Octel Aria and Serenade systems. The MN views each of the connected systems as a networked machine. The MN allows creation of mappings for each networked machine. The mappings create telephone numbers for the subscribers served by a networked machine and the MN shares those telephone numbers with the other MM and MN systems that are networked with the MN. For example, the MN mappings allow creation of telephone numbers for the subscribers with mailboxes on an Octel Aria then shares these telephone numbers with the MM system networked to it. In this fashion, when one of the Octel Aria subscribers calls one of the MM subscribers, the MM system can identify who left the message and give the MM subscriber reply to sender and call sender options when handling the message. Within an enterprise, subscribers may have two means to call another subscriber: internal or external routing. In internal routing, the subscriber dials a number that works only while inside the enterprise network. The call occurs over the company s dedicated phone lines. For external routing, the subscriber normally dials a trunk access code (usually 9) and then the full telephone number. If the entire enterprise is reachable with internal routing, that is the MN and all messaging systems and subscribers reached through it, can be dialed with internal routing, the mappings should be constructed to share internal numbers. If there are systems and subscribers which can only be reached by some others through external routing, then the mappings for all systems connected to the MN should be constructed to share external numbers. External phone numbers are canonical phone numbers Telephone Number Administration For Avaya Message Networking, this feature introduces a new menu option and administration screen, Avaya Message Networking Administration: Remote Machine Administration: Telephone Number Administration that provides the administration of the Telephone Number field mappings for a system connected to the MN. The screen is pictured in Figure 1. The facility can be used independently for each of the systems connected to the MN, including each type of traditional system, MM, VPIM, and Intuity Interchange, but not another MN. Specifically, the administration screen allows, for each given remote machine: 1. The ability to select among (a) null, (b) the subscriber s Mailbox Number value, (c) the subscriber s PBX extension (as on the remote MM system this choice applies for remote MM systems only), or (d) the subscriber s Network Address value as a starting basis for the computation of a Telephone Number value for subscribers associated with the remote machine. Choice (c) (the subscriber s PBX extension) shall be valid only if the remote machine is a Modular Messaging system. 2. If null is selected, no Telephone Number will be stored and shared with connected MM or MN systems. 3. The ability to map the basis value (if non-null) From one value To another (similar to the Network Address mapping that exists today). Where digits occur in start of the mailbox number, PBX extension, or network address, matching the From value, these will be replaced with the digits in the To value when constructing the value saved as the Telephone Number and shared with connected MM and MN systems. 4. The ability to create multiple mappings for each remote machine. The From value of each mapping must be unique for each remote machine (else the administration to add a new mapping will be rejected). 5. In the case where multiple mappings may apply, the mapping matching the largest number of digits shall be applied. 6. The ability to apply the mappings to the currently existing subscriber records on the MN associated with the particular remote machine on-demand. 7. The ability to store the administered mapping used for the Telephone Number calculation so that new subscribers added to the system will incur the same mapping automatically. 8

9 Figure 1: The Telephone Number Administration facility on Message Networking (MN) Any empty Map From value indicates that the Map To value should be prepended to create the Telephone Number. The administration above would indicate that subscribers from MM1 (an MM node) should be given telephone number in the MN database that prepends to the subscriber s PBX extension. Example, a MM1 subscriber with PBX extension would have a PBX Extension in the MN database of Telephone Number Propagation When the user selects Apply on the administration screens, the Avaya Message Networking will propagate the Telephone Number values for those subscribers to all other networked Avaya Message Networking and Avaya Modular Messaging systems. If a remote machine has a significant number of subscribers, when a mapping is added or modified, the operation may cause a large number of directory updates. This will not be a common occurrence once the initial CAMRI deployment for pre-existing messaging network is completed, but may occur when area codes are changed, for example. 9

10 4.3 Modular Messaging MSS The Avaya Message Store Server also has facilities for specifying mappings. Mappings can be administered for each networked machine known to the MSS. The MSS can be networked only to another MSS (point-to-point networking) or to an MN system (indirect networking to other messaging systems) Web Administration for Telephone Number Mappings There are three expected uses for the mapping facility on the MSS: MM to MM direct networking where the remote MM system does not have subscribers with PBX extensions that will be received as-is in CPN information for inbound calls from those subscribers. This is true if the remote MM system does not participate transparently in the local MM s dialplan. Example: An MM in Florida with 4-digit PBX extensions is networked to a MM in Denver with 7-digit extensions. Subscribers on the Florida system who call Denver subscribers should be identified with phone numbers of the form XXXX, rather than their 4-digit extension of XXXX. Situations where a traditional system which is transparent to the local MM s dialplan is networked to multiple machines through an MN that causes the traditional system s subscribers to be assigned a full canonical Primary Extension Number. Example: The drintuit machine (Intuity AUDIX) in Denver is networked through an MN (cahub1) in California to the MM system drseuss, also in Denver. The subscribers on drintuit and drseuss share a transparent dialplan (7-digit extensions of the form 538YYYY). The MSS is networked to a MN that shares full canonical telephone numbers (suitable for external call routing) but there are subsets of those remote subscribers reached through internal routing. In this case mappings should exist to transform the appropriate full canonical telephone numbers into internal ones expected in the caller id. Example: An MM in Phoenix is networked through MN to an Intuity AUDIX in Seattle. The MN shares full canonical phone numbers of the traditional systems with all systems networked to it. When the subscribers in Seattle call those in Phoenix, it is over internal means and the caller id shows an internal phone number such as rather than the full canonical phone number such as The mapping facility is reached from the MSS web administration main menu by selecting Global Administration Networked Machine Management, selecting a remote machine and pressing either the Add a New Networked Machine or the Edit Selected Machine button. The administration of Telephone Number Mappings was added to the current Add/Edit Networked Machine form. See Figure 2. Administrators may choose to enable the CAMRI feature for only a portion of the remote machines networked to the local machine. Set Enable Telephone Number Mapping to no to disable the CAMRI feature for a remote machine. This is the default. Both Add and Delete buttons and both Map From and Map To text fields will be disabled if the Enable Telephone Number Mapping is no. Set Enable Telephone Number Mapping to yes to enable the CAMRI for a networked machine. If the remote machine is a Message Networking system, setting this to yes means that the local MM will attempt to identify when subscribers from any of the remote systems on the Message Networking system call a subscriber on the local MM. In other words, when the networked machine is an MN, the CAMRI capabilities of the local MM apply to all of the systems reached though the MN. Subscribers on the systems reached via MN can now be seen on the local MM and the local MM recipient can reply to those subscribers. Use of telephone number data given by the particular remote system about its subscribers is impacted by any mappings defined on the form. The Add/Edit Networked Machine form allows a customer administrator to create/edit telephone mappings if the Enable Telephone Number Mapping is set to yes. 10

11 Figure 2: The MSS mapping administration facility on the Edit Networked Machine form Each mapping record contains a Map From value and a Map To value. The system attempts to match the Map From value to the beginning of a basis number. If a match is found, the matching digits (the Map From field) are replaced by the series of digits specified in the Map To field to create a Telephone Number. The basis number used depends on whether the Modular Messaging system receives the remote subscriber information directly from another Modular Messaging system or from a Message Networking system: If the Modular Messaging receives the remote subscriber information from another Modular Messaging system, the basis number is automatically the PBX Extension. If the Modular Messaging receives the remote subscriber information from Message Networking, the Telephone Numbers administered on the Message Networking system are used as the basis number. If the administrator sets Enable Telephone Number Mapping to yes and none of the mappings apply to a particular subscriber, then the basis number will be copied into the Telephone Number. This means that creation of a mapping may not be needed to obtain the desired result. The administrator may select the Enable Telephone Number Mapping as yes but not define any telephone number mappings. In this case, all basis numbers will be used as the telephone numbers for the subscriber records associated with that particular 11

12 networked machine. That is, the basis values will be automatically employed as the telephone numbers for the subscriber records associated with that particular networked machine. When the administrator pushes the Save button, the networked machine parameters and mappings will be saved in the MSS s database for the networked machine. The MSS will apply all currently defined mappings to the existing remote subscribers associated with the networked machine. The administration facility will apprise the administrator of progress as the mappings are applied. As a result of saving the mappings, in addition to remembering the mappings and applying them to all currently known subscribers associated with the remote machine, the MSS will automatically apply the mappings as updates occur to the set of subscribers for the networked machine. In other words, as subscribers are modified, added, or deleted on the remote machine, and then the local MSS learns about those changes through its remote update functionality, the MSS will automatically apply the current set of mappings for the remote machine to those changed subscribers Remote Subscriber Read-Only Telephone Number Administrators can use the MSS web facilities to examine the MSS s record for any subscriber associated with a networked machine. To do this from the main administrative menu, select Global Administration Subscriber Management, press the manage button for the desired remote machine, and then select the desired subscriber and press the Edit the Selected Subscriber button. The Telephone Number field will be a display only field on the Edit Remote Subscriber screen as shown in Figure 3. To identify who is leaving a call answer message, the MM system will attempt to match CPN from any inbound call to PBX extensions for local subscribers or these telephone numbers for remote subscribers. In the example of Figure 3, the MM with the MSS named alcatraz will conclude that it is Fred Flintstone leaving a message if a call has a CPN (caller id) of If no telephone number is present, the system will never identify the subscriber by name in any call answer message. However, it will behave as for anonymous calls, that is, it will include the calling party number in the message and any notification generated though the appropriately configured Notify Me feature. Figure 3: MSS Edit Remote Subscriber form showing the display-only Telephone Number field 12

13 4.3.3 Administrator s Log Entries Administrator s log entries will be created for the following events: At the start of application of the mappings: When the administrator completed mapping administration for a networked machine and pushed the Save button, the system started telephone number mapping for the subscriber records associated with the networked machine. The log entry will be similar to Telephone Number Mapping started for Machine <name>. At the finish of application of the mappings: When telephone number mapping completed for the networked machine Telephone Number Mapping completed for Machine <name>. Invalid value: When a calculated telephone number value was invalid (telephone number exceeded 50 digits) The log entry will be similar to <number> at machine <name> can not be set to telephone number invalid, telephone number for this subscriber is set to null. Matching existing telephone number: When a calculated telephone number value matches an existing telephone number, the log entry will be similar to Duplicated Telephone Number <number>. Note that the duplicated telephone number will be accepted and stored into the database. However, duplicated telephone numbers will result in the CPN matching more than one subscribers when the MM attempts to search its database when receiving an inbound call with that number. In such case, the MM will behave as if no match occurred. 4.4 Modular Messaging MAS Administration on the MAS is done if the customer wants to allow a MM recipient the ability to call the sender. Note that in some cases this could result in a long distance call and associated charge from the long distance carrier. Of the collection of MAS systems associated with a MSS in an MM arrangement, the specification of dialing rules needs only to be done on one MAS. It will be automatically shared with the other MAS systems. The CAMRI feature introduces the Dialing Rules node to the VMSC administration facility to provide rules by VMD. See Figure 4 for where this new node appears. Figure 4: MAS Voice Mail System Configurator (VMSC) addition for CAMRI 13

14 The dialing rules need to be configured on a VMD-wide basis. When the Dialing Rules VMD node is doubleclicked, a property sheet will be displayed. Figure 5 shows a sample usage of the property sheet. The goal of the property page is to configure the rules to dial various calls based on the number of digits in the number and their starting digits. The top half of the page contains fields for specifying various codes that may be prepended to any telephone number dialed by the system. The Trunk access code is the code used to dial outside of the local dialing plan. The Long distance access code is the code to dial a number outside the local area codes. The International access code is the code used to dial an international number. When specifying these codes, the fields can contain from zero to a maximum of 20 characters. The allowable characters are digits 0 to 9 as well as * (star) and # (pound sign or hash). The military DTMF tones (A, B, C, and D) are not permitted. The bottom portion of the form is employed to indicate when these codes should be prepended to an outbound telephone number. It summarizes the dialing rules currently in place and allows for additions and selection of rules for edit or deletion. Figure 5: MAS Dialing Rules form for CAMRI A dialog box similar to Figure 6 is displayed when the administrator wants to create a new dialing rule by clicking toolbar button. If the administrator double-clicks on a rule (or presses the properties toolbar button while a rule is highlighted), Figure 6 is also displayed so that the rule can be edited. Each rule can be configured in the dialog by specifying the number of digits in the dialing string, the starting digits, and whether the dialing rule should prepend the trunk, long distance or international dialing access codes. The administrator can remove the dialing rule by clicking the remove toolbar button. Figure 6 shows the fields to configure an individual dialing rule. Initially the number length and starting digits fields are empty and all the checkboxes in the dialing rule are unchecked. The minimum number length is 0 and the maximum is 20. The starting digits string can be up to 20 digits. 14

15 No two dialing rules may have the same combination of values for number length and starting digits. Without this uniqueness criterion, there would be cases where the system could not conclusively determine which dialing rule to employ. Figure 6: MAS Telephony Dialing Rule pop-up box If the starting digits field is left empty, it means that the rule applies to any digit string of a given number length for which another rule for the given length does not apply. In the example of Figure 5, this means that the system will employ the trunk and long distance access codes when dialing telephone numbers of 10 digits that don t match any other rule. Similarly Figure 5 shows that the system will use the trunk access code before dialing any 7 digit number that does not begin with 437. When making a call to a 7 digit number beginning with 437 it will dial the number directly without any codes. There is no need to define dialing rules for mailboxes without coverage paths. Many systems have special mailboxes associated with features. Examples are the postmaster mailbox, fax mailbox, and broadcast mailbox as well as ELA shadow and list mailboxes. Systems occasionally have mailboxes without call coverage. Examples are mailboxes that exist for administrators to try out the various telephone user interfaces and mailboxes that are retained (perhaps renumbered) in migration scenarios. Mailboxes in these situations normally do not have coverage paths, so calls cannot be placed from telephones associated with them nor can calls be made with the expectation that the system will answer on behalf of one of these mailboxes. Very frequently the numbering of system mailboxes, test mailboxes, or migrated mailboxes are outside of a system s dial plan. There is no need to define dialing rules for calling these mailboxes as calls cannot be received for them anyway. 5. Switch Configuration Considerations The switches (PBXs) to which the Modular Messaging systems are integrated must be configured such that that switch will send the CPN in its data stream to the messaging system when the call is redirected to coverage. It may be helpful to make test calls into the messaging system and examine the MAS logs to determine whether the switch is indeed passing calling party information. If not, consult the switch administrator. Without the CPN information, the MM system will not be able to identify the caller, and if the caller is unidentified, the system will not offer reply and call sender operations to the recipient. Before the MMs and MNs are administered, it may also be helpful to make test calls from each of the messaging systems, even those traditional systems networked via the MN, to each MM system. Examine the MAS logs for the Calling Party Number given for the test calls. This data may be useful in determining the appropriate mappings. After the MMs and MNs are administered, repeat the test calls, leave messages, and verify that the recipient MM subscribers are told who called. Verify that the recipients are given options to reply to the sender. If the dialing rules are configured correctly, the recipients should also be given the option of calling the sender. 15

16 6. Product Documentation The Modular Messaging MSS and MAS online help and Message Network online help for the administrative changes have all been updated for this feature. This online help may be enhanced as part of the MM 3.0 release and the official documentation for Modular Messaging will be updated at that time. 7. Case Studies 7.1 First Example: Single MM System Consider a single MM system with a MSS and any number of MASs that is not networked. An example of this is shown in Figure 7. The diagram shows a MM system, named Solitaire, which has 3 MASs. It is not networked to another MM, nor is it networked to an MN. All subscribers in this entire enterprise are local to each other. Figure 7: A single MM system that is not networked In this example all of the call answer message response features are already available to all of the subscribers in the enterprise. All subscribers here are local to each other. When one subscriber in the enterprise calls any other, the MM will know which local subscriber is calling based on the PBX extension given to it by the PBX at the time the call covers to the MM. No additional administration is necessary (or possible since there are no networked machines). 16

17 7.2 Second Example: Two MM Systems Networked Point-to-Point in a Transparent Dialplan Consider a case where a customer has only two MM systems as shown in Figure 8. Each MM is directly networked to the other (point-to-point networking) and no MN is used. The administrator has added a networked machine on each MM to configure its knowledge of the other. In this example, the MM named Night has subscribers with 4-digit PBX extensions from 3000 to and the MM named Day has subscribers with 4- digit PBX extensions numbered from 7000 to Each is integrated with its own Avaya PBX. The PBXs are configured such that subscribers on one system may directly dial any subscriber on their own system and those subscribers serviced by the other system without the need of any prefix or access code. This is known as a transparent dialplan.! "## $%%% &&&! "## '%%%& && Figure 8: Two MM systems directly networked to each other Without using any of the additional administration added by the CAMRI features, then a subscriber on one system who receives a call-answer message from a subscriber on the other system will not be told who called. The recipient will not be given the options to reply to the caller or return the call from within the telephone user interface. This occurs because the receiving system did not match the calling party number to one of its remote subscriber profiles that it has for the subscribers on the other system. To get these features to be available in this case, the administrator needs to perform a very small task on each system. The administrator should change the Enable Telephone Number Mapping field from no to yes for each of the networked machine configurations. That is, the administrator should log into the MM named Night, find the edit networked machine form for Day, and change the Enable Telephone Number 17

18 Mapping field from no to yes. So that the features are bi-directionally operative, the administrator should also log into the MM named Day, find the edit networked machine form for Night, and change the Enable Telephone Number Mapping field from no to yes. No mappings are needed on either system. If there are no mappings administered on an MM for its networking to another MM, the PBX extension of each remote subscriber is copied into the telephone number attribute. On one of the MASs belonging to each of the MMs, the administrator should specify a single dialing rule. The dialing rule should state that for numbers of length 4 and any starting digits (i.e., the starting digits field is left blank), no dialing codes are required. This will allow recipients of call-answer messages on one system to return calls for messages left by subscribers of the other system. The MASs will automatically share the dialing rule with the other MASs in each MM domain. There is no need to administer each MAS within the domain. 7.3 Third Example: MM Systems Hubbed by an MN ## Figure 9: Three MM systems networked via a MN The third example is three MM systems named Mercury, Mars, and Saturn networked together by an MN named Milky Way. This is shown in Figure 9. In this example, the subscribers on Mercury and Mars can dial each other directly using 5 digit extensions, but the subscribers on Saturn are reached by dialing a 9 for trunk access, 1 for long distance, and then a 10 digit number. Saturn is configured with 6 digit extensions and the subscribers on that system use 6 digits to call each other. They also use a 10 digit number to call the subscribers on Mercury and Mars by prepending an 8 for trunk access, 1 for long distance, then the 10 digit number. For easy expandability of this network and to deal with the 10 digit dialing between Mercury and Mars into Saturn, the best choice is to configure mappings on the MN Milky Way to generate 10 digit telephone numbers. 18

19 The subscribers on Mercury and Mars are in Atlanta where their full 10 digit phone numbers are plus their 5 digit extension. The Saturn subscribers are in Houston where their full 10 digit phone number is plus their 6 digit extension. On Milky Way, the administrator should create mappings for the remote machines Mercury and Mars that prepend to the PBX extensions in creating the telephone numbers. The Map From is blank and the Map To is Also on the MN Milky Way, the administrator should create a mapping fro the remote machine Saturn that prepends 7137 to the PBX extensions in creating the telephone numbers. Because of the direct dial situation between subscribers on Mercury and Mars, each of their MSSs should have a mapping that removes the parts of the phone numbers received in the remote subscriber updates form Milky Way that are not used in the internal routing of the call (and thus do not appear in the calling party number). Each of Mercury and Mars should have a mapping for the networked machine Milky Way that removes the leading The Map From should be and the Map To should be blank. Dialing rules should be administered on each system. Mercury and Mars have identical dialing rules: Trunk Access Code 9 Long Distance Access 1 Code Number Starting Dialing Codes Length Digits 5 (blank) No dialing codes required. 10 (blank) Use trunk and long distance access codes. The Saturn subscribers can call each other with 6 digit PBX extensions and they call Mercury and Mars subscribers with 8, then 1, followed by a 10 digit phone number: Trunk Access Code 8 Long Distance Access 1 Code Number Starting Dialing Codes Length Digits 6 (blank) No dialing codes required. 10 (blank) Use trunk and long distance access codes. 7.4 Fourth Example: A Complex Messaging Network Consider the network of messaging systems in Figure 10. For the purposes of this discussion, the perspective will be from that of the MM/MSS machine in the upper left named MM1. The local machine MM1 is networked to two other systems, an MM/MSS named MM3 and a MN named Parker. Through its relationship to Parker, it obtains knowledge of subscribers on four other messaging systems (MM2, IntuityNode, SerenadeNode, AriaNode). Only the messaging network relationships are shown in the diagram; the switches which are integrated to each of the messaging systems have been omitted for clarity. 19

20 0 / 23 -$.1&% - -. )!$%$*!# -$.$ $-$.$ &%.&-$11& &%.&-$---- )#!,!* &% ! )!&% * " $ 23+ "#' -. / # )!&%.* " " + "#-$.1&% /+ "#1---- ) *!# 0 / $%$-$.$ $-$.$ &%.&-$11& &%.&-$---- $%$-$.1&% )!$%$* )!$* / # )!&%.* (!!!! +,", -$.$ +,", -$.$ 0 +,", 11& Figure 10: Example Complex Messaging Network Mapping Administration on MN (Parker) In this example messaging network, the administrator has already used pre-existing facilities on the MN to create 10 digit network addresses for all of the subscribers networked through the MN named Parker. It is quite common to configure each of the remote machines connected to an MN so that the network address contains a full phone number for each subscriber. In the example of Figure 10, the administrator has specified these mappings on Parker for each of the respective remote machines to create the network addresses: Remote Machine Map From Map To MM1 (blank) 303 MM IntuityNode (blank) 303 SerenadeNode (blank) 312 AriaNode (blank) If the network address already contains values suitable for likely receipt as calling party numbers, then the value of the network address can be used as a basis for the MN s mappings to populate the telephone number attribute. The new mapping facilities should then be employed with a Map From value as blank and a Map To value 20

21 as blank. This results in the each remote subscriber s network address being copied into the subscriber s telephone number attribute. See Figures 11, 12, 13, and 14 for the telephone number administration that takes advantage of the previous network address mappings. If the network address does not contain values suitable for use as telephone numbers or the customer wishes the network address to be something other than telephone numbers, then it is necessary to use the new MN mapping facilities with a basis (telephone number initialization type) other than the network address. For traditional systems such as Intuity, Aria, and Serenade, this is most likely the Mailbox ID (also known as the mailbox number). For Modular Messaging systems, the initialization type is most likely the PBX extension. So if we aren t using network addresses as a basis type, we would complete the telephone number administration on the Parker MN with the following information: Remote Machine Map From Map To Telephone Number Initialization Type MM1 (blank) 303 PBX Extension MM PBX Extension IntuityNode (blank) 303 Mailbox ID SerenadeNode (blank) 312 Mailbox ID AriaNode (blank) Mailbox ID MN Mapping for MM2 Figure 11: MN Telephone Number Administration on MN Parker for MM2 21

22 MN Mapping For IntuityNode Figure 12: MN Telephone Number Administration on MN Parker for Intuity Node 22

23 MN Mapping For AriaNode Figure 13: MN Telephone Number Administration on MN Parker for Aria Node 23

24 MN Mapping For SerenadeNode Figure 14: MN Telephone Number Administration on MN Parker for Serenade Node Mapping Administration on MSS1 (for MM1) MSS Mapping for networked Message Network machine MN The Denver facility has two machines in this example, a traditional Intuity AUDIX system named IntuityNode and the MM/MSS named MM1. These two machines share a transparent dialplan of 7 digits. A subscriber on either MM1 or the IntuityNode can call each other directly by dialing 7 digits. Those 7 digits are provided by the PBXs as a calling party number as a result of the internal routing. So if Phil were to call Arnie, who didn t answer the phone, the MM1 system would be told that the calling party number is That doesn t match what would appear in the telephone number field for Phil if no mapping was provided. It is necessary for the MM1 administrator to provide a mapping to say that telephone numbers received from Parker that start with have the replaced with just 538. This rule describes the internal routing that occurs within the local dialplan. In that fashion, Phil s telephone number as it appears within the remote subscriber record on 24

25 MM1 becomes Now when Phil calls Arnie and leaves a message, the MM1 TUIs will identify the callanswer message as one from Phil. Figure 15: Administration on MM1's MSS for Networked Machine Parker MSS Mapping for networked Modular Messaging MM3 Subscriber Vijay on MM3 has a PBX extension of When Vijay calls a subscriber on MM1 machine, the calls are externally routed, and the CPN number as seen by the MM1 machine is Hence the mapping for MM3 machine is to replace 7 from all PBX extensions received in remote subscriber updates from MM3 with when constructing the telephone number. In Vijay s case the result is The screenshot in Figure 16 shows the mapping placed onto the Edit Network Machine form on MM1 for its networking to MM3. The administrator would know to construct this mapping because of their knowledge of the dialplan in Florida. After all, the administrator chose to directly network MM3 to MM1 rather than indirectly through the MN. 25

26 Figure 16: Administration on MM1's MSS for Networked Machine MM Administration on MAS1 (for MM1) For the recipients of call answer messages to be able to return calls from within the TUIs to subscribers other than the local ones, the administrator must specify dialing rules within the voice mail domain for each MM. It is sufficient to do this on one MAS within the voice mail domain; the information will be automatically shared with all other message application servers within the domain. Using the VMSC, click on the Dialing Rules node to obtain access to the form for examining and specifying the dialing rules. 26