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Voicemail Provisioning

Provisioning users

You create users and perform most provisioning in Genesys Administrator, then assign roles, mailbox access, a calling profile, a time zone, and voicemail notification preferences in Genesys Administration Extension (GAX).

Important
Do not assign any user to more than 10 mailboxes, including individual and group mailboxes. Note that mailbox assignments are among the tasks you perform in GA.

To provision a user:

Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select Users. Search for and click the user name of the user that you want to provision, or select Bulk Assignment to assign calling profiles, voicemail profiles, or forwarding profiles to multiple users simultaneously.

General

  1. Select one or more Feature Server roles:
    • User (default) grants the user access to voicemail.
    • Administrator grants the user the ability to log in as administrator and perform all the tasks available in the Feature Server GAX interface.
    • Group Mailbox Administrator grants the user the ability to log in as administrator and manage group mailboxes in GAX. Only users who are Group Mailbox Administrators can change greetings and passwords for group mailboxes.
  2. Select a User Mailbox Access profile:
    • Phone + Web View + Web Playback enables the user to access voicemail over the phone and to view and play voicemail through GAX.
    • Phone + Web View enables the user to access voicemail over the phone and to view, but not play, voicemail through GAX.
    • Phone Only enables the user to access voicemail over the phone, without web access.
  3. To activate voicemail access, select a Calling Profile other than Not Set. If the menu is empty, you can Create a Calling Profile or let the default calling profile apply to the user.
  4. Select a voicemail profile.
  5. Select a forwarding profile.
  6. Select a time zone for message playback. When a user specifies a time zone in their user profile, the value overrides this setting. The user time zone also takes precedence over the default time zones for the application, switch, and mailbox, unless:
    • the user time zone is set to Default and the mailbox time zone is not set to Default, or
    • the user uses the telephone UI to log into a group mailbox anonymously, without first logging into a personal mailbox.
    In both cases, the mailbox time zone takes precedence.
Tip
Click the values in the Agent Logins, DNs, and Mailboxes tables to view user assignment details.

Call Settings

Click Call Settings to set the default values for this user. You can apply or change these values only when the user has a DN or agent login assigned. Save your changes before you leave this tab.

Setting Values (default value in bold) Description
Reject Call On Not Ready System (Off), Off, On Rejects call when a user is not ready on a device.
Call Waiting System (On), Off, On Does not reject a call when the user or device is already in a call.
Forward All Calls Off, Forward All Calls To + phone number, Find Me Follow Me Forwards all incoming calls to the specified number or to one or more of the destinations specified in the specified Find Me Follow Me rules.

Important: To forward calls to voicemail, the number specified must be the number configured as the VoIP DN (of service type Voicemail) for the associated switch. See Configure SIP Server for Feature Server.

Forwarding On No Answer System (Off), Off, On + phone number After the No Answer Timeout value elapses, forwards calls to the specified number.
No Answer Timeout System (30), 5 to 60 seconds (in 5-second intervals) Specifies the length of time, in seconds, that Feature Server waits for the user to answer a ringing call.
Forwarding On Busy System (Off), Off, On + phone number When the user is on a call, forwards calls to the specified number.

Note: User settings have a higher priority than dial plan settings.

Email Notifications

  1. Click Email Notifications to set the values for this user. These values apply only if the associated voicemail profile has email notifications enabled.
  2. Select On or Off to enable or disable notifications by email.
  3. If you have enabled email notifications, in Email To type an email address to which you want the notifications sent. Use the standard address format: name@domain.
  4. Save your changes.

Web Service Notifications

  1. Click Web Service Notifications to set the values for this user. These values apply only if the associated voicemail profile has web notifications enabled.
  2. Select On or Off to enable or disable notifications by web service.
  3. If you have enabled web service notifications, in Phone Number type a phone number to identify the destination of the notifications. Use only digits.
  4. Save your changes.

Provisioning user groups

You create users groups and perform most provisioning in Genesys Administrator. In GAX, you can only assign a voicemail profile and set voicemail notification preferences.

To provision a user group:

  1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User Groups. Search for and click the user name of the user group that you want to provision.
  2. Select a voicemail profile.

Email Notifications

  1. Click Email Notifications to set the values for this user group. These values apply only if the associated voicemail profile has email notifications enabled.
  2. Select On or Off to enable or disable notifications by email.
  3. If you have enabled email notifications, in Email To type the email address to which you want the notifications sent. Use the standard address format: name@domain.
  4. Save your changes.

Web Service Notifications

  1. Click Web Service Notifications to set the values for this user group. These values apply only if the associated voicemail profile has web notifications enabled.
  2. Select On or Off to enable or disable notifications by web service.
  3. If you have enabled web service notifications, in Phone Number type a phone number to identify the destination of the notifications. Use only digits. If your notification message does not include the user phone number, this field does not appear.
  4. Save your changes.

Provisioning DNs

You cannot create DNs in the GAX plug-in. To create DNs, see DNs.

To provision a DN:

  1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select DNs. Search for and click the DN that you want to provision. The DN Properties window displays:
    • Number of the DN
    • Switch to which the DN belongs
    • Mailbox Number, if any
    • Assigned To, which is the object, if any, to which the DN is assigned
    • Logged In, which is the name of any user who is currently logged into the DN
  2. Optionally, set a password for the DN. This password controls device authentication.
  3. To activate voicemail access, select a Calling Profile other than Not Set. If the menu is empty, you can Create a Calling Profile or let the default calling profile apply to the device.
  4. Select the Call Settings tab to configure the DN call settings. Note that these settings do not apply when the DN is assigned, because the assignee settings override them.
    Setting Values (default value in bold) Description
    Forward All Calls To Off, On + phone number Immediately forwards all calls to the specified number. Important: To forward calls to voicemail, the number specified must be the number configured as the VoIP DN (of service type Voicemail) for the associated switch. See Configure SIP Server for Feature Server.
    Forwarding On No Answer System (Off), Off, On + phone number After the No Answer Timeout value elapses, forwards calls to the specified number.
    Forwarding On Busy System (Off), Off, On + phone number When the user is on a call, forwards calls to the specified number.
  5. Click Save changes.
  6. To assign a mailbox to a DN, under Configuration > System > Configuration Manager > Switching > DNs, select a DN and create an option with Section TServer, Key gvm_mailbox, and a Value that is the mailbox number that you want to assign to the DN.
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