Voicemail Management

To Access 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.
4. Choose a category to manage:

• Users
• User Groups
• DNs
• Settings
• Mailboxes
• Voicemail Profiles

In all steps below:

1. Perform numbered steps in numeric order.

• Perform bulleted steps in any order, but after numbered steps.

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Managing Users

You create users and perform most provisioning in Genesys Administrator, not here.

Here, you can manage user roles, mailbox access, voicemail profile, time zone, DNs, voicemail notification and web service notification preferences:

General tab

1. 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 details.

Feature Server roles

• Select one:

• 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

• Select one:

• 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.
  Exceptions: When a user specifies a time zone in their user profile, that value overrides this setting. Also, the user time zone 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 tab

• 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 tab

• Set Notifications On or Off in the drop-down menu.
• Specify a destination phone in the Phone Number field. Use only digits.
  

Note: If your notification message does not include the user phone number, this field does not appear.

Managing User Groups

You create user groups and perform most provisioning in Genesys Administrator, not here.

Here, you can manage user-group voicemail profiles:

General tab

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 tab

• 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 tab

• Set Notifications On or Off in the drop-down menu.
• Specify a destination phone in the Phone Number field. Use only digits.
  

Note:If your notification message does not include the user phone number, this field does not appear.

Managing DNs

To create DNs, see Configuring DN Objects.

1. 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.

Managing Settings

General tab

• Set Voicemail Enabled to Yes or No in the drop-down menu.
• Click on the value for Voicemail Profile to edit it.

Notification Defaults tab

The system uses notification defaults if the voicemail profile doesn't contain a value for a given field.

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

Setting	Values (default value in bold)	Description
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.
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, such as <CallerID>.
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. Applies the label "High Importance (!)" to emails that Announce messages have marked as Urgent. MsgReceivedDate is the date when 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.
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#!
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
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 token, 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.
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.

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	When Locked, four unsuccessfully times, locks you out for 10 minutes. Select Active to override.
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.

Managing Voicemail Profiles

[+] What are Voicemail Profiles? SHOW DETAILS

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.

• To create a new profile, select New. To edit an existing profile, select it from the list.

General tab

• Name is an editable field.

• Empty if you clicked New. Enter a name.
  
• Populated if you selected an existing profile. You can change its name if you want.

• Retention Limit specifies the limit for each profile, in number of days.

• Use the radio buttons to select No Limits or the editable field.

• Notifications are described in Notifications, below.

Notifications tab

• Set each of the first four values to Yes or No using its drop-down menu.

• Email Notification Enabled Yes enables email (SMTP) notifications.
• Email Notification Allow User Setup Yes allows users and user group administrators to turn email notifications on or off for themselves, and to specify the recipient email address. (No allows only administrators tocontrol user and user group settings.)
• Web Service Notification EnabledYes enables web (HTTP) notifications.
• Web Service Notification Allow User SetupYes allows users and user group administrators to turn web notifications on or off for themselves, and to specify the recipient phone number. No allows only administrators can control user and user group settings.

• All other Notifications settings are described in Notification Defaults.