Voicemail Management

Accessing Voicemail Management

1. Start Genesys Hub and select Platform Administration.
2. Log in to Genesys Administrator Extension.
3. Select SIP Voicemail and Call Settings from the Administration menu.

Managing Users

Create users and perform most provisioning in Genesys Administrator.

Manage user roles, mailbox access, voicemail profile, time zone, DNs, voicemail notification and web service notification preferences here, in SIP Voicemail and Call Settings:

General

• Select Users, then search for and select a specific user. You can enter the first letter to see a list.
• Specify Roles, Mailbox Access, Voicemail profile, and Time Zone from drop-down menus.
• Click the values in the Agent Logins, DNs, and Mailboxes tables to view user assignment details.

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.

User Mailbox Access

• 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.

Voicemail Profile

• To activate voicemail access, select a 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.

Time Zone

• Select a time zone for message playback.
  Exception: 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.

Email Notifications

• Set Notifications On or Off in the drop-down menu.
• Specify a destination email in the Email To field. Use the standard address format: name@domain.

Web Service Notifications

• Set Notifications On or Off in the drop-down menu.
• Specify a destination phone in the Phone Number field. Use only digits. If your notification message does not include the user phone number, this field does not appear.

Managing User Groups

Create users and perform most provisioning in Genesys Administrator.

Manage User Groups voicemail profiles here, in SIP Voicemail and Call Settings:

General

1. Select User Groups, then search for and select a specific user. You can enter the first letter to see a list.
2. Specify a Voicemail profile from the corresponding drop-down menu.

Voicemail Profile

• To activate voicemail access, select a 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.

Email Notifications

• Set Notifications On or Off in the drop-down menu.
• Specify a destination email in the Email To field. Use the standard address format: name@domain.

Web Service Notifications

• Set Notifications On or Off in the drop-down menu.
• Specify a destination phone in the Phone Number field. Use only digits. If your notification message does not include the user phone number, this field does not appear.

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Managing DNs

To create DNs, see DNs.

• Select DNs, then search for and select a specific DN. You can enter the first number to see a list.
• You can optionally set a password for the DN. This password controls device authentication.

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Managing Settings

General

• Set Voicemail Enabled to Yes or No in the drop-down menu.
• Click on the value for Voicemail Profile to edit it. <SYSTEM PROFILE LINK HERE>

Notification Defaults

Change each value by entering a new value into its field.

Managing Voicemail Notifications

Feature supports three types of voicemail notifications: MWI (Message Waiting Indicator), email (SMTP), which operates through your standard SMTP email server, and web (HTTP), which enables you to invoke web services to send notifications.

MWI, obviously, helps only when users are near their phones. SMTP and HTTP can not only notify practically anyone with internet access, they can also include message information such as the caller's name, the time of the call, and the message priority.

For email and the web, you configure the notifications as part of a voicemail profile, though you also set default values for most fields.

Important

Users who log in dynamically on a phone that is not assigned to them do not receive email or web notifications for that phone's mailbox. Otherwise, users might receive notifications of voicemails left for someone else.

Enabling notifications

After you enable notifications in a voicemail profile, you can enable or disable either type of notification for each user or user group to which you've assigned the profile. Settings at the profile level also determine whether users can control notifications themselves. See Voicemail profiles for details.

SMTP and HTTP setup

To use SMTP to generate notifications, you must identify your SMTP server and security protocol by setting the SMTP configuration options in Genesys Administrator.

To use HTTP to generate notifications, you must set up your own web services. Then you identify the web service URL to Feature Server, which you do in the Notification defaults detailed below and in your Voicemail Profiles.

Notification defaults

You set notification defaults to serve as values that the system uses if the voicemail profile doesn't contain a value for a given field.

Important

These default values aren't enough to enable notifications. You can enable SMTP and HTTP notifications only through a voicemail profile.

To set notification defaults:

• Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings > Voicemail, select Settings. Click Notification Defaults and complete the settings that apply to your chosen notification method (SMTP or HTTP):

Applies to	Setting	Values (default value in bold)	Description
SMTP	Email From Address	user@domain	The email address from which you want to send notifications. If you are using the TLS or SSL protocol, you must type the same address that you specified as the username in the SMTP configuration options section in Genesys Administrator.
SMTP	Email Subject	Genesys Voicemail Notification: New Message from <CallerID>, any subject line	The Subject line of the notification email. It can contain any of the parameter tokens available in the Email Message Body.
SMTP	Email Message Body	Mailbox <MailboxID> has a new message from <CallerID>, any text	The body of the notification email. It can contain any of the following parameter tokens, which are replaced by actual values in the delivered message. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>. The message also includes any static text you type. CallerID is the phone number of the caller MailboxID is the mailbox that contains the message MsgPriority is the message priority set by the caller, if enabled; emails that announce messages marked as Urgent are labeled High Importance (!). MsgReceivedDate is the date on which the caller left the message, formatted according to the mailbox language UserEmail is the email address of the recipient UserPhone is the phone number of the recipient VoicemailAccessURL is the URL that the recipient can click to retrieve their message online VoicemailAccessNumber is the phone number that the user can dial to listen to their message
SMTP and HTTP	FS GAX URL	none, GAX URL	The Feature Server Genesys Administrator Extension URL forms the root of the Voicemail Access URL that the user clicks to go directly to the message. Use the format: http://GAX server host:GAX server port/gax/?login#!
HTTP	Web Service URL	none, Web Service URL	The URL of the web service you set up to handle HTTP notifications. Use the format: http://host:port
HTTP	Web Service Message Parameters	CallerID=<CallerID> MailboxID=<MailboxID> MessagePriority=<MsgPriority> MessageReceivedDate=<MsgReceivedDate> UserEmail=<UserEmail> UserPhone=<UserPhone> AccessUrl=<VoicemailAccessURL> AccessNumber=<VoicemailAccessNumber>	The parameter tokens available for the web notification message, formatted as key-value pairs (such as caller=<CallerID>). Other text is ignored. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>. CallerID (<CallerID> is the phone number of the caller MailboxID (<MailboxID>) is the mailbox that contains the message MailboxLanguage (<MailboxLanguage>) is the language specified for the mailbox, and governs the language of the included tokens MessagePriority (<MsgPriority>) is the message priority (normal or urgent) set by the caller, if enabled MessageReceivedDate (<MsgReceivedDate>) is the date on which the caller left the message UserEmail (<UserEmail>) is the email address of the recipient UserPhone (<UserPhone>) is the phone number of the recipient VoicemailAccessURL (<VoicemailAccessURL>) is the URL that the recipient can click to retrieve their message online VoicemailAccessNumber (<VoicemailAccessNumber>) is the phone number that the user can dial to listen to their message
HTTP	Web Service Name	External Notification Service, any text	The name you give to identify your web service; for example, Voicemail Notification Service. The user sees this name as a tab in their user profile.

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Managing mailboxes

• Select Mailboxes, then search for and select a specific mailbox. You can enter the first number to see a list.
• Before you select a mailbox, you can enable or disable the Disclaimer. Click on that word to see the status and instructions.

You can configure these settings for the selected mailbox:

Setting	Values (default value in bold)	Description
Status	Active, Locked	If the mailbox owner tries to log in unsuccessfully four times, they are locked out for 10 minutes. You can override the lock by selecting Active.
Voicemail Deposit Enabled	Yes, No	Yes forwards unanswered calls to voicemail under various conditions, depending on the options set . No plays a "voicemail is disabled" message to the caller.
Mailbox Password	System, user-selected	Press Reset to reset the password to the system (default) value.
Max Messages	10, 1 to n	Select the second radio button and type a value to set a new maximum number of messages. Select System to restore the system (default) value.
Optout Phone	System (Not Set), any phone number or routing point	When set, enables a caller to transfer out of voicemail to the specified destination at any time during a call. Select the second radio button and type a value to set a new optout phone. Select System to restore the value to the number in parentheses, which is the value set at the application or switch level for the configuration option voicemail-optout-destination.
Time Zone	System, time zone from menu	Select a time zone from the menu to set a new time zone for all mailboxes that use the system (default) time zone. Select System to restore the system value.
Language	System (English(United States)), language from menu	Select a language from the menu to set a new language. Select System to restore the system value.
Assigned	n/a	The Assigned table lists the objects (directory numbers, agents, users, user groups) to which this mailbox has been assigned. For some objects you can click the object name to view the object.
Messages	Unread/Read(Unread high-priority messages/Read high-priority messages)	Press Delete All to delete all normal and high-priority messages.

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Managing Voicemail Profiles

Voicemail profiles determine how long Feature Server keeps voicemails for a user or user group before deletion. Voicemail profiles use a Class of Service model to enable the quick assignment of voicemail notifications and retention limits to user groups or specific collections of users.

You can create profiles that set retention limits of 1 to 10,000 days, or use No Limits to set voicemails not to expire. You can effectively disable voicemail profiles by keeping the default Retention Limit value of the System Profile, No Limits, and assigning no other profile to your users.

Important

Remember not to assign a mailbox to multiple users or user groups.

The System Profile applies only when none of the users or user groups assigned to a mailbox has an assigned profile.

A new retention limit value in an assigned profile applies to all subsequent voicemail deposits in mailboxes associated with users and user groups the profile is assigned to. To apply a new value or a newly assigned profile to previously deposited voicemails, you run the Apply Message Retention Limits script. You can also run the script when you assign a new profile to a user or user group.

Managing voicemail profiles

To create and manage voicemail profiles:

1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings > Voicemail, select Profiles.
2. To create a new profile, select New. To edit an existing profile, select it from the list.

   The Retention Limit column displays the limit for each profile, in number of days. The Email Notification and Http Notification columns display a check mark for the profiles that have those notification protocols enabled.

3. Uniquely name or rename the profile to identify the group or type of users to associate with it. For example: Tier 1 agents or Branch Office Wealth Managers. These names do not need to map directly to your defined user groups, because you can assign profiles to any individual or collection of users.
4. Set a Retention Limit, in number of days from 1 to 10000. Select No Limits to retain voicemails until the user deletes them manually.
5. Optionally, set up email or web notifications.
6. Assign profiles to users and user groups.
7. If you have assigned new profiles or reassigned profiles and want to apply them retroactively, run the Apply Message Retention Limits script.

Assigning profiles

You can assign voicemail profiles directly to individual users or user groups, and to collections of users through Bulk Assignment.

Assign to...	Procedure
A single user	Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User. Search for and click the user name of the user that you want to provision. Select a Voicemail Profile from the menu.
A user group	Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User Group. Search for and click the user name of the user group that you want to provision. Select a Voicemail Profile from the menu.
Multiple individual users	Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User. Select Voicemail Profile from the Bulk Assignment menu. Create and upload a csv file as instructed in the Bulk Assignment window.

Applying retention limits to existing voicemails

To apply new or changed retention limits to existing voicemails, you must run the applyMessageRetentionLimits.py python script. The script can run in two modes: information mode, which only reports on mailboxes and their associated voicemail profiles, and execution mode, which applies the new or changed retention limits. Information mode enables you to resolve conflicts (where one mailbox is associated with multiple users or user groups with different profiles) before running in the execution mode.

If you previously installed SIP Feature Server 8.1.201.18, you might see two similarly named retention limit scripts in the python folder. The correct script to use is applyMessageRetentionLimits.py.

Important

Because the retention limit for a mailbox depends on the associated profile of the longest duration, running this script can cause the immediate deletion of voicemails. For example, if you change a user's profile, lowering their retention limit from 100 to 30 days and resetting the longest retention limit of anyone associated with their mailbox to 30 days, running the script immediately deletes any voicemails older than 30 days from the mailbox.

To apply retention limits to existing voicemails:

1. Verify that Feature Server is running.
2. Copy the jython-2.7b1.jar file from FS installation path\work\jetty-0.0.0.0-2016-fs.war-_fs-any-\webapp\WEB-INF\lib to FS installation path\python.
3. Open the console and navigate to FS installation path\python, which contains the applyMessageRetentionLimits.py script.
4. Type the command to set the JYTHONPATH:
   • Windows:

     set JYTHONPATH=FS installation path\python

   • Linux:

     export JYTHONPATH=FS installation path/python

5. Type the command to run the script:

   java -jar jython-2.7b1.jar applyMessageRetentionLimits.py script input parameters

   where the script input parameters are:

   -H Identifies the Cassandra host name (default: localhost)

   -p Identifies the Cassandra port (default: 9160)

   -o Names the output file (default: result.log); changing this value enables you to store multiple log files

   -e Activates the execution mode

   -y Overwrites an existing output file of the name specified by the -o parameter (optional, but when you omit this parameter, the script does not successfully complete if an output file already exists)

Notifications

You set up Voicemail notifications in the Notifications tab.

To configure email and web notifications for a selected or new profile:

1. To enable email (SMTP) notifications, set Email Notification Enabled to Yes.
2. To allow users and user group administrators to turn email notifications on or off for themselves, and to specify the recipient email address, set Email Notification Allow User Setup to Yes. A value of No means that only administrators can control user and user group settings.
3. To enable web (HTTP) notifications, set Web Service Notification Enabled to Yes.
4. To allow users and user group administrators to turn web notifications on or off for themselves, and to specify the recipient phone number, set Web Service Notification Allow User Setup to Yes. A value of No means that only administrators can control user and user group settings.
5. Complete the notification settings that apply to your notification method, email (SMTP) or web (HTTP).

Applies to	Setting	Values (default value in bold)	Description
SMTP	Email From Address	user@domain	The email address from which you want to send notifications; if you are using the TLS or SSL protocol, you must type the same address that you specified as the username in the SMTP configuration options section in Genesys Administrator.
SMTP	Email Subject	Genesys Voicemail Notification: New Message from <CallerID>, any subject line	The Subject line of the notification email. It can contain any of the parameter tokens available in the Email Message Body.
SMTP	Email Message Body	Mailbox <MailboxID> has a new message from <CallerID>, any text	The body of the notification email. It can contain any of the following parameter tokens. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>. The message also includes any static text you type. CallerID is the phone number of the caller MailboxID is the mailbox that contains the message MsgPriority is the message priority set by the caller, if enabled MsgReceivedDate is the date on which the caller left the message UserEmail is the email address of the recipient UserPhone is the phone number of the recipient VoicemailAccessURL is the URL that the recipient can click to retrieve their message online VoicemailAccessNumber is the phone number that the user can dial to listen to their message
HTTP	Web Service URL	none, Web Service URL	The URL of the web service you set up to handle HTTP notifications. Use the format: http://host:port
HTTP	Web Service Message Parameters	CallerID=<CallerID> MailboxID=<MailboxID> MessagePriority=<MsgPriority> MessageReceivedDate=<MsgReceivedDate> UserEmail=<UserEmail> UserPhone=<UserPhone> AccessUrl=<VoicemailAccessURL> AccessNumber=<VoicemailAccessNumber>	The parameter tokens available for the web notification message, formatted as key-value pairs (such as caller=<CallerID>). Other text is ignored. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>. CallerID (<CallerID> is the phone number of the caller MailboxID (<MailboxID>) is the mailbox that contains the message MailboxLanguage (<MailboxLanguage>) is the language specified for the mailbox, and governs the language of the included tokens MessagePriority (<MsgPriority>) is the message priority (normal or urgent) set by the caller, if enabled MessageReceivedDate (<MsgReceivedDate>) is the date on which the caller left the message UserEmail (<UserEmail>) is the email address of the recipient UserPhone (<UserPhone>) is the phone number of the recipient VoicemailAccessURL (<VoicemailAccessURL>) is the URL that the recipient can click to retrieve their message online VoicemailAccessNumber (<VoicemailAccessNumber>) is the phone number that the user can dial to listen to their message
HTTP	Web Service Name	External Notification Service, any text	The name you give to identify your web service; for example, Voicemail Notification Service. The user sees this name as a tab in their user profile.
SMTP and HTTP	FS GAX URL	none, GAX URL	The Feature Server Genesys Administrator Extension URL forms the root of the Voicemail Access URL that the user clicks to go directly to the message. Use the format: http://GAX server host:GAX server port/gax/?login#!
SMTP and HTTP	Voicemail Access Number	any number	The phone number that users dial to access voicemail. Sets the VoicemailAccessNumber parameter token that you can include in the email or web message body.