| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.1) Part Number B14496-03 |
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View PDF |
| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.1) Part Number B14496-03 |
|
|
View PDF |
This chapter covers the following topics:
This section covers the following topics:
When you installed Oracle Voicemail & Fax, you were prompted to specify the PBX-Application Cluster for the application. After installation, you can navigate to the administration page (Figure 7-1) for the Voicemail & Fax Application and change this assignment by selecting another PBX-Application Cluster from the list. This parameter associates the actual Voicemail & Fax Server with a specific PBX. Therefore, when you change this parameter, you also need to change the physical connections that connect the PBX to the Voicemail & Fax Server.
To associate a Voicemail & Fax Application with a PBX:
Navigate to the home page for the Voicemail & Fax group.
In the Components table, click Expand All to expand the hierarchy.
Click the link for the Voicemail & Fax Application.
Click the Administration tab.
Scroll down the page to the PBX-Application Cluster parameter.
The PBX-Application Cluster that is currently associated with the application is displayed in the list.
Select the new PBX-Application Cluster that you want to associate with this application from the list and click Apply.
A Confirmation page appears asking you to confirm the change.
Click Yes.
When you first install Oracle Voicemail & Fax, you create a new PBX-Application Cluster that the Voicemail & Fax Application is associated with. If you later decide to add a PBX-Application Cluster, you may create your PBX-Application Clusters in Enterprise Manager. Once you have created a new PBX-Application Cluster, you can re-associate an existing Voicemail & Fax Application with the new PBX-Application Cluster. This is done on the administration page for the Voicemail & Fax Application.
To create a PBX-Application Cluster:
Navigate to the administration page for the Voicemail & Fax group.
Click the link for the Create PBX-Application Cluster task.
Edit the parameters and click OK.
On the confirmation screen, click OK.
After you have created a PBX-Application Cluster, you may later decide that you want to change the parameter values. To edit the parameters, navigate to the administration page for the PBX-Application Cluster.
If you have a PBX-Application Cluster that is no longer associated with a Voicemail & Fax Application, for example, a PBX-Application Cluster that you created to test your system, you need to delete it. If you do not, the Voicemail & Fax group page will show the Recording, Retrieval, and Inbound Fax features with a status of down because the test PBX-Application Cluster does not have a Voicemail & Fax Application associated with it.
To delete a PBX-Application Cluster:
Navigate to the Enterprise Manager Grid Control home page.
In the Target Search section of the page, select PBX-Application Cluster from the Search list and click Go.
From the All Targets list, select the PBX-Application Cluster you want to delete and click Remove.
A Warning message appears asking you to confirm the removal of the PBX-Application Cluster.
Click Yes.
Oracle Voicemail & Fax can be secured in the following ways:
Securing Oracle Voicemail & Fax Connections
Setting Preferred Credentials
Changing Passwords
You can secure Oracle Voicemail & Fax connections by encrypting all connections to the Oracle Collaboration Suite Database and by using SSL connections.
See Also:
Oracle Collaboration Suite Security Guide for information on configuring Oracle Voicemail & Fax to use SSL connections.Preferred credentials simplify access to managed targets by storing target login credentials in the Management Repository. With preferred credentials, users can access Enterprise Manager targets, such as Oracle Voicemail & Fax targets, that recognize those credentials without being prompted to log in to the target. Preferred credentials can be set for all users, for selected users, or for an individual user as described in the following sections.
From Enterprise Manager, you can set the preferred credentials used by all users to access any Oracle Voicemail & Fax target. Once set, the individual users will have access to Oracle Internet Directory using these credentials.
From Enterprise Manager, navigate to the Voicemail & Fax group administration page.
In the task list, click the Go To Task icon for the Set Preferred Credentials task.
Specify the users for whom you want to provide preferred credentials by moving the users to the Selected Users list.
Enter the user name and password and click OK.
You can specify preferred credentials for a selected group of users for a specific Oracle Voicemail & Fax target.
From Enterprise Manager, navigate to the Voicemail & Fax group administration page.
In the task list, click the Go To Task icon for the Set Preferred Credentials task.
Specify the users for whom you want to provide preferred credentials by moving the users to the Selected Users list.
Enter the user name and password and click OK.
From Enterprise Manager, you can set the preferred credentials to use any Voicemail & Fax target. These credentials will apply only to you.
Log into Enterprise Manager.
Click the Preferences global link in the upper right corner of the page.
In the Preferences menu, click Preferred Credentials.
Click Set Credentials for the Voicemail & Fax target.
In the Target Credentials list, enter the user name and password for each Voicemail & Fax target.
User names and passwords provide some measure of security when applications connect to the Oracle Collaboration Suite Database. For example, the Voicemail & Fax Application requires a user name and password in order to connect to the Oracle Collaboration Suite Database. In addition, the Message Delivery Service requires a separate user name and password to connect to the database. When you install Oracle Voicemail & Fax, you are prompted to provide passwords for these user names. The Voicemail & Fax Application uses the um user ID and password and the Message Delivery Service uses the ovfmetrics user ID and password. If, for some reason, you need to change a password for these users in the database, you must also update the client applications that connect to the database with the new password.
To change the application password:
Open the Manage Collaboration Suite Databases task and find the Set Application Password task. Click the Go To Task icon.
Select the database for which you want to set the password from the Collaboration Suite Database list and click Continue.
On the Set Application Password: Set Password page, enter the old password, and enter the new password twice, and click OK.
The application returns a message confirming that the password has been successfully changed and gives a list of the hosts that need to be restarted.
To change the metrics password:
Navigate to the Voicemail & Fax group administration page.
Open the Manage Collaboration Suite Databases task and find the Set Metrics Password task. Click the Go To Task icon.
Select the database for which you want to set the password from the Collaboration Suite Database list and click Continue.
On the Set Metrics Password: Set Password page, enter the old password, and enter the new password twice, and click OK.
The application returns a message confirming that the password has been successfully changed and gives a list of the hosts that need to be restarted.
After you change the password, you must restart the host of any Voicemail & Fax Application that accesses this Oracle Collaboration Suite Database. Until the applications have been updated with the new password, they will not be able to connect to the database.
When a user accesses their voicemail system they are guided through a series of audio prompts that allow them to listen to their voicemail messages, send and forward messages, create and activate their personal greetings, and so on. These choices are grouped into menus, for example, the Retrieval Menu (Figure 8-1) which is also known as the Oracle Voicemail & Fax Main Menu. The choices in each menu are called menu items. For example, in the Oracle Voicemail & Fax Main Menu, there is a menu item called "Listen to New Voice Mail" that allows users to listen to new voicemail messages. There is another menu item called "Listen to Saved or Previously Read Messages" that allows users to listen to saved messages. When the user presses a key on the keypad, this either results in an action or they are directed to another menu with additional options.
Oracle Voicemail & Fax allows you to customize the menu items within a particular menu. You can:
Change the key used to initiate a menu item.
For example, you can change the key to trigger the option to listen to new voicemail messages from 1 to 2.
Change the order of the menu items within a menu.
For example, the default is to play the prompt to listen to new voicemail messages before the prompt to listen to saved messages is played. You can reverse this order so that the prompt to hear saved messages is played first.
Remove a menu item.
You can disable an menu item and make it unavailable to your users. For example, you could prevent users from returning to a previous menu.
The settings for the voicemail menus are maintained in an XML file. To customize the menu items, this file is edited, and the changes are loaded into the Oracle Internet Directory server. The changes take effect the next time the processes are refreshed, or you may manually refresh the processes.
Oracle recommends that you install the same menu for your entire Oracle Voicemail & Fax system. This simplifies troubleshooting and support. If there are different menus in the same installation, it is difficult to track down the causes of problems experienced by users.
Note:
The 9.0.4.x menu is not compatible with the 10.1.1 menu. Therefore, if you customized the 9.0.4.x menu and you are upgrading to 10.1.1, you will need to edit the 10.1.1 menus.xml file with the changes that were made to the 9.0.4.x menus.xml file.By default, the menus.xml settings apply at the root level. When a user accesses the voicemail system, Oracle Voicemail & Fax searches the menu definitions in the following order:
The parent group of the user
Oracle Voicemail & Fax first looks for the menu definitions for the parent group of the user, and, if no definitions are found, searches the ancestors of the parent group until it finds the menu definitions.
The site to which the called number belongs
If the user is accessing their voicemail from a location outside of the Oracle Voicemail & Fax hierarchy, for example they may be calling into the company headquarters from home, then the parent group of the user is unknown. In this instance, Oracle Voicemail & Fax uses the number the user is calling to determine which definitions to use. It looks for the definitions of the site that the called number belongs to, in this example, the headquarters site. If no definitions are found, it searches the site's ancestors until it finds the menu definitions.
The default group of the PBX serving the site.
There are times when it is not possible to determine the site for the called phone number. In this instance, Oracle Voicemail & Fax uses the menu definitions for the default PBX serving the site.
The voicemail menus are stored in an XML file (menus.xml). The following is an example of a portion of the menus.xml file.
....
<Menu name="DefaultMenu">
<Menu-Item name="repeatOptions" trigger="9" silent="true" />
<Menu-Item name="sendToOperator" trigger="0" silent="true" />
<Menu-Item name="goToPreviousMenu" trigger="star" silent="true" />
</Menu>
<Menu name="ListenToMsgsMenu" super="DefaultMenu">
<Menu-Item name="toDeleteVM" trigger="7" />
<Menu-Item name="toListenToNextVM" trigger="1" />
<Menu-Item name="toRepeatThisVM" trigger="2" />
<Menu-Item name="toReplyToThisVM" trigger="3" />
<Menu-Item name="toForwardThisVM" trigger="4"/>
<Menu-Item name="moreOptions" trigger="8" />
</Menu>
....
The menus.xml file consists of <Menu> and <Menu-Item> tags. For a particular menu, <Menu>, there are two or more menu items <Menu-item>. Each <Menu-item> tag has an attribute, trigger, that specifies the key on the telephone keypad to use to execute a command or to go to another menu. The attribute silent="true" makes a menu item silent. The attribute trigger="inactive" is a way to inactivate a previously defined <Menu-Item> in order to reassign it to another action for this particular menu. For example, normally the asterisk symbol (*) is the trigger for "goToPreviousMenu." However, during the recording of the voicemail messages and subsequent validation of send options, you may want to make this option unavailable to the user because you want to assign * to trigger canceling this particular operation.
DefaultMenu is a global menu and the options in this menu are active in all menus. For example, one of the options is to return to the previous menu, and, by default, this option is triggered by pressing the asterisk key (*). You can press * from anywhere in the voicemail system to return to the previous menu. In the <Menu-Item> tags, there is an attribute, super="DefaultMenu", which specifies it as a global menu.
In order to edit the menus.xml file, you should have some basic familiarity with XML code. The file is located in the following directory:
%ORACLE_HOME%\um\xml
Create a backup copy of menus.xml before editing the file.
Keep the following in mind as you edit the menus.xml file:
Do not edit the header information in the file. The header tags are the tags above the <Item Bindings> tag.
The keys used within a menu must be unique. Do not assign the same key to more than one menu item.
The menu items in DefaultMenu must be set to silent. Removing silent="true" from the menu items results in an error.
You may change the trigger for the menu items of DefaultMenu. Be aware that if you assign a key that is assigned in DefaultMenu, for example 9, to a menu item in another menu, the DefaultMenu option is overridden. For example, assume that 9 in DefaultMenu repeats the menu option. Assume that you the assign 9 to the option to listen to new voicemail messages in RetrievalMainMenu. When your users are at RetrievalMainMenu, pressing 9 allows them to listen to new voicemail messages, but they will not be able to repeat the menu options.
Do not modify CustomMenu which is required for the auto attendant feature.
Although you can change the order of menu items within a menu, you cannot change the order in which the menus are presented to users.
When you load the menus.xml file, all the sound files for the over 25 supported languages are loaded. Therefore, depending on the speed of Oracle Internet Directory, this process may take 30 minutes or longer.
To load the menus.xml file, execute the following command:
C:\%ORACLE_HOME%\um\scripts> promptsmenu.bat C:\%ORACLE_HOME%
The message waiting indicator (MWI) is a cue to the user that there is a new voicemail message. This could be a light on the phone set that is turned on or a stuttering tone that the user hears when he or she picks up the receiver.
When a caller leaves a voicemail message for the user, the following occurs:
The voicemail message is stored in the Oracle Collaboration Suite Database.
The SMTP process in Oracle Mail delivers the voicemail message to the user's Inbox.
If this is the first new voicemail message for the user, the message waiting indicator receives a trigger from the database for this user to turn message waiting on.
The MWI Service tells the PBX phone number for which the PBX needs to turn message waiting on.
The message waiting indicator is triggered only with the first new voicemail message and message waiting is turned on. If the user receives additional new messages, the message waiting indicator does not get triggered. Message waiting remains turned on until the last unread message is read. At that point, the mail process sends a trigger to the message waiting indicator to turn message waiting off.
MWI is configurable at the group level and at the individual user level. Disabling this feature means that no MWI message will be sent to the PBX for these users.
To modify the MWI feature for a specific user:
Navigate to the Voicemail & Fax administration page.
Find the Manage Voicemail Accounts task. Click the Go To Task icon for this task.
Select the user from the list and click Edit.
In the Preferences table, change the setting for MWI Enabled by selecting True or False from the list.
If you do not see a list, you must first click the Override button above the list so that you can set this feature locally.
Click OK.
To modify the MWI feature for a group of users:
Navigate to the Voicemail & Fax administration page.
Find the Manage Groups and Sites tasks in the Task list. Click the Go To List icon for this task.
Select the group and click Edit.
In the General section, find Message Waiting Indicator Notification and select Enabled or Disabled from the list.
If you do not see a list, you must first click the Override button next to the list so that you can set this feature locally.
The Message Delivery Monitor Service monitors the length of time it takes to deliver test messages to test accounts on the Oracle Collaboration Suite Databases. This data is stored in the Metrics table and is used to calculate the Message Delivery Monitor Time metrics on the Performance and All Metrics pages. The Metrics table periodically needs to be cleared of all data so that the table does not fill up, at which point, it would not be able to collect more data. During installation of Oracle Voicemail & Fax, a job is created that periodically clears the data from the Metrics table. If an error occurred during the installation, this job may not get started. Or, if this job is stopped, for example, during database maintenance, you will need to manually restart the job. If you need to manually perform this job, execute the following command:
C:\msgDelivery_cleanup.sh Oracle_home_path ovfmetrics_user_password log_file_path
