|Oracle® Voicemail & Fax Administrator's Guide
10g Release 1 (10.1.1)
Part Number B14496-03
A card that supports analog transmission, that is, telephone transmission and switching that is not digital.
The tier of Oracle Collaboration Suite that runs the server applications that provide specific functionality to end users. The term "Applications tier" replaces the term "middle tier" that was used in previous releases. Each Applications tier corresponds to an instance of Oracle Application Server. See also Oracle Collaboration Suite Applications. For Oracle Voicemail & Fax, the tier where the Oracle Voicemail & Fax Server is installed, which includes the Voicemail & Fax Application and the Telephony Server.
An automated answering service which routes calls to the appropriate place, based on user-defined steps and responses to prompts.
A PBX that connects directly to the Voicemail & Fax Server through a telephony card. This is distinguished from a PBX that uses a PIMG gateway to connect to the server.
Definition of the behavior of an interactive voice response application. The call flow describes how the caller enters the application, the options and inputs (key presses) that are provided to the caller, and the application's response to these inputs.
call flow action
The particular actions in a call flow are defined by the call flow action. Behaviors that are supported by the call flow actions include playing a menu, transferring a call to an extension, transferring a call to a voicemail mailbox, prompting the user for an telephone extension and transferring the call to the extension, passing the call to another IVR, and playing a message.
call routing map
A mapping of phone numbers to a particular IVR call flow within a PBX-Application Cluster.
Call Transfer Service
The Call Transfer Service transfers calls to the phone number configured as the operator or attendant number.
The tier of Oracle Collaboration Suite that consists of the end-user applications that reside on client devices, such as desktops, laptops, wireless phones, and PDAs. See also Oracle Collaboration Suite Applications.
Standard developed by the Enterprise Computer Telephony Forum that defines the infrastructure required to build platform-independent computer telephony applications.
A call to the voicemail system by the voicemail user to listen to his or her messages, administer greetings and preferences, and so on.
Dual-Tone Multifrequency, also known as Touchtone, is the type of signaling used in all modern telephony equipment. DTMF is the name given to the system of audible tones generated by a user when dialing numbers on a telephone, and DTMF phones usually have 12 keys, (that is, the ten decimal digits plus the symbols # and *). Each phone key generates a different pair of audible frequencies, one high and one low frequency, thus the term dual tone. At the exchange or receiving equipment, these tones are decoded to determine which keys have been pressed.
In addition to their use for dialing, these tones are also used to input data after a connection has been made, for example when activating voicemail, selecting a service from automatic answering systems, or banking by phone.
Enterprise Computer Telephony Forum (ECTF)
The Enterprise Computer Telephony Forum is a vendor-membership organization for developing interoperability standards among computer telephony devices. The goal of the ECTF is to facilitate the interoperability of computer telephony (CT) components and technologies to promote an open and cohesive CT environment.
Fax Receiving Service
The Fax Receiving Service determines if the call receiver is a valid user with the fax access feature enabled. For users with fax access, it receives the fax and sends it to the call receiver's Inbox in the Oracle Collaboration Suite Database.
A call that is not answered by the intended call receiver and is forwarded to the voicemail system.
Groups are created in a hierarchical relationship to organize users with similar characteristics. Each telephone number is assigned to a group and inherits the properties of the group to which it is assigned or inherits default values from its parent.
Host Media Processing (HMP)
Technology used to perform media processing tasks on general-purpose standard high volume servers with Intel Architecture processors but without specialized digital signal processing (DSP) hardware. Host media processing technology provides media services that can be used to build flexible, scalable, and cost-effective next generation media servers.
The arrangement of a group of telephone lines such that one telephone number is listed in the directory. A caller dials the listed phone number and is connected by means of the telephone switching equipment to any line that is available in the hunt group. The hunt group number is the publicly listed telephone number.
Internet Message Access Protocol is an Internet protocol for accessing e-mail on a remote server from a local client. It enables efficient operation such as downloading only essential data by first getting the e-mail header before the actual e-mail download. This makes the protocol well suited to remote environments.
International Phone Number Format
Format that includes the country code, city code or area code, and local phone number expressed as a string of digits with no spaces or punctuation. For example, the U.S. phone number 1 (650) 368-7777 expressed in international format is: 16503687777. All phone numbers in the Oracle Voicemail & Fax system are in international phone number format.
The tier of Oracle Collaboration Suite that consists of the components that provide services, such as identity management and metadata storage, for the Applications tier. Components of the Infrastructure tier include Oracle Collaboration Suite Database and Oracle Identity Management. See also Oracle Collaboration Suite Infrastructure.
Interactive Voice Response (IVR)
Interactive Voice Response The IVR plays messages, transfers calls, searches the user directory, offers simple DTMF (Dual-Tone Multifrequency) menus, and integrates with the Recording Service and Retrieval Service. Sometimes referred to as an auto attendant.
IVR (Interactive Voice Response) Service
The IVR Service runs simple call answering programs that administrators can define and customize. The IVR Service supports multiple administrator-defined IVR deployment items, each of which may specify a behavior for business hours, non-business hours, holidays, and special times that fit none of these categories.
Lightweight Directory Access Protocol. A standard, extensible directory access protocol. It is a common language that LDAP clients and servers use to communicate. The framework of design conventions supporting industry-standard directory products, such as Oracle Internet Directory.
LDIF (LDAP Data Interchange Format)
The set of standards for formatting an input file for any of the LDAP command-line utilities.
message coder type
Compression algorithm used to compress voicemail messages. 64 kbps (8kHz) 8 bit linear PCM is used with players that can play Microsoft Windows WAVE files.
Message Delivery Monitor Service
The Message Delivery Monitor Service measures the time it takes to send a message to the Oracle Collaboration Suite Database by sending test messages to test accounts on each database and reporting the time it takes for the message to arrive in the Inbox of the target database.
Message Recovery Service
The Message Recovery Service recovers messages that are not successfully delivered. and attempts to redeliver the message.
message waiting indicator
An indicator, usually a light on the telephone set or a stutter dial tone that the user hears when they pick up the receiver, that notifies the user that he or she has a voicemail message.
The Message Waiting Indicator Service activates and deactivates users' message waiting indicators. This is done in response to requests that are stored on each Oracle Collaboration Suite Database associated with the service's Voicemail & Fax Application.
The condition where a terminal or device capable of active connection with the facilities of a communications network or computer is in the active or connected state; a unit functioning under the continual control of a computer.
The normal state of the phone in which the handset rests in the cradle and the circuit to the central office conducts no electrical signal.
Oracle Collaboration Suite
An integrated suite of software applications to enable communication, messaging, and content sharing in an enterprise environment. At an architectural level, it includes three tiers: an Applications tier, which consists of server applications that provide the basic functionality, a Client tier, which consists of applications on desktops, laptops, and wireless devices, and an Infrastructure tier, which provides centralized services, such as identity management and metadata storage, for the applications.
Oracle Collaboration Suite Applications
The applications that make up Oracle Collaboration Suite, namely:
Oracle Collaboration Suite Search
Oracle Content Services
Oracle Mobile Collaboration
Oracle Real-Time Collaboration
Oracle Voicemail & Fax
Each of the preceding applications is a component of Oracle Collaboration Suite Applications. These applications rely on the services provided by the Infrastructure tier. See also Applications tier.
Oracle Collaboration Suite Database
The default database included with Oracle Collaboration Suite to hold application data and metadata. The Oracle Collaboration Suite Database is part of the Oracle Collaboration Suite Infrastructure.
Oracle Collaboration Suite Infrastructure
The underlying components that support Oracle Collaboration Suite and provide centralized product metadata and security services, configuration information, and data repositories for Oracle Collaboration Suite Applications. Oracle Collaboration Suite Infrastructure uses and builds on OracleAS Infrastructure. It includes the Oracle Collaboration Suite Database and Oracle Identity Management. See also Infrastructure tier.
The Oracle extension to the Intel NetMerge container subsystem. It provides direct access to the Oracle Collaboration Suite Database through OCI and PL/SQL.
Oracle directory server
One of the components of Oracle Internet Directory, it responds to client requests for information about people and resources and to updates of that information.
Oracle Enterprise Manager
Oracle Enterprise Manager is the Oracle integrated management solution for managing the Oracle environment.
Oracle Identity Management
An integrated set of components that provide distributed security to Oracle products and make it possible to centrally and securely manage enterprise identities and their access to applications in the enterprise. It includes the following components: Oracle Internet Directory, Oracle Directory Integration and Provisioning, Oracle Delegated Administration Services, OracleAS Single Sign-On, and Oracle Application Server Certificate Authority.
Oracle Internet Directory
Oracle Internet Directory is a general purpose directory that enables retrieval of information about dispersed users and network resources. Oracle Internet Directory combines LDAP version 3 with the high performance, scalability, robustness, and availability of the Oracle database.
Oracle Internet Directory Self-Service Console
Allows you to delegate administrative privileges to administrators and end users and provides a single graphical interface for delegated administrators and end users to manage data in the directory. End users can manage their personal profile, including password, photo, time zone, and resource access information. Administrators, with the required privileges, can manage identity realms, users and groups, services, accounts, and resource information.
Oracle Process Manager and Notification Server
Oracle Process Manager and Notification Server (OPMN) manages Oracle HTTP Server and OC4J processes within an application server instance as well as other processes such as the Oracle Voicemail & Fax services. It acts as a manager daemon to restart managed services, when necessary.
Oracle Voicemail & Fax Accounts Manager tool
Command-line tool used to create and manage voicemail accounts.
Private branch exchange, a private telephone network within an enterprise. Users of the PBX share a number of lines for making telephone calls external to the PBX. The PBX enables switching of multiple incoming and outgoing lines between multiple internal phones.
A PBX-Application Cluster defines a relationship between one or more PBXes and one or more Voicemail & Fax Applications that support the PBX. You set the parameters in the PBX-Application Cluster for a specific PBX. These parameters define how the Voicemail & Fax Application integrates with the PBX.
PBX IP Media Gateway (PIMG)
An Intel product, PBX IP Media Gateway converts proprietary digital PBX messages into a format suitable for transmission over standard IP networks.
Post Office Protocol 3 is a standard protocol used by a client to receive e-mail that has been sent to the client over the Internet. The protocol is used to retrieve the client's e-mail from the server.
POP3 is the most recent version of this protocol and is typically included in software e-mail applications such as Outlook Express; it is also built into popular browsers, for example, Microsoft Explorer and Netscape. POP3 is usually employed with SMTP. IMAP is the alternative protocol to POP3, with more features for handling the e-mail on the server.
The Oracle Collaboration Suite Database to which the Recording Service connects when it delivers a voicemail message. The primary outbox can be globally specified for all Voicemail & Fax Applications or it can be set at the application level.
Contains profile keys and their values for a call flow. Profiles are always associated with a particular call flow.
Specifies in the call flow where a setting must be provided. Typically, this is a telephone phone number or extension.
When a call is not picked up by the called party, the call is forwarded to the voicemail system where the Routing Service answers the call and hands it off to the Recording Service. The Recording Service verifies that the called party has voice access, then searches for and plays a greeting, and records a message. When a voicemail user access the voicemail system, he or she is given the option to record a message. The call is handed off to the Recording Service which records the message.
The Retrieval Service allows users to listen to, save, delete, reply to, or forward voicemail messages; set passwords; leave a voicemail for another user; and record and activate greetings. The Retrieval Service verifies that the user is a valid voicemail user and authenticates the user. Once the user is successfully authenticated, the Retrieval Service retrieves the voicemail messages and other account information from the Oracle Collaboration Suite Database.
The Routing Service passes calls between the Oracle Voicemail & Fax services. For direct calls, the Routing Service retrieves call detail information from the PBX including the caller's phone number, the destination phone number, and how the call arrived at the voicemail system. For forwarded calls, the Routing Service checks the PBX-Application Cluster's call routing map. If the call's destination number is listed in the call routing map, the call is handed off to the IVR Service. All other forwarded calls are handed off to the Recording Service.
Session Initiation Protocol, an application-layer control protocol, is a signaling protocol for Internet conferencing, telephony, presence, events notification, and instant messaging.
Simplified Message Desk Interface (SMDI)
A data link is used to communicate between the switch and the computer telephony system to carry call progress and call control information. SMDI allows central office-based switching services to integrate with customer premises equipment. The SMDI protocol specifies the extension number that is being called and the condition of the called extension.
A site is a particular type of group with physical site-specific information such as telephone number translation rules and phone number sets. A phone number must be assigned to a site or to a group that is a descendant of a site, and it can only have one site in its hierarchy.
Simple Mail Transfer Protocol is the main protocol used to control the transfer of electronic mail (e-mail) messages on the Internet. SMTP is the TCP/IP protocol, and this specifies the format of the messages, and how servers and terminals are to interact.
SMTP is usually employed for the sending of the messages, with other protocols used to receive them, for example, POP3 or IMAP, which can save the messages in a mailbox for download from the server to a particular terminal, as required by the user. ESMTP, Extended Simple Mail Transfer Protocol, allows multimedia files to be sent as e-mail.
A state marks the progress of a call through a call flow. There are one or more states in a call flow and each state is associated with a call flow action.
A single component that you can monitor or configure with Enterprise Manager. Examples of a target include an Oracle 10g database, Oracle Application Server or an instance of an HTTP Server, Web application, Sun Solaris host computer, including its memory, disks, and CPU, and an Oracle Collaboration Suite component such as Voicemail & Fax. In Oracle Voicemail & Fax, targets include the Voicemail & Fax group, PBX-Application Clusters, Voicemail & Fax Applications, and any of the services that comprise the application.
Intel NetMerge Converged Communications Software (CCS) and the Oracle Container comprise the Telephony Server. The Telephony Server is a resource manager for the Voicemail & Fax Application services. Calls from the PBX are handed off to the Telephony Server which then hands off the call to the appropriate Oracle Voicemail & Fax service.
Tagged Image File Format. A graphics file format, developed by Aldus and Microsoft, for exchanging raster graphics (bitmap) images between application programs.
Telephone user interface, including the telephone keypad and the voicemail interface which is typically a series of menus and choices.
An account for a user who has been provisioned for voice access and assigned a phone number. A separate voicemail account is set up for a user at each site where the user has a phone number.
Voicemail & Fax Application
The Voicemail & Fax Application consists of eleven services that provide the voicemail features. The Voicemail & Fax Application uses the APIs provided by Intel's NetMerge CCS software to answer calls and hand off calls between the different services.
Voicemail & Fax group
The Voicemail & Fax group is the highest level in the Oracle Voicemail & Fax hierarchy.
Voicemail & Fax Services
There are eleven Voicemail & Fax Services that provide the voicemail features. The services include the Routing Service, Retrieval Service, Recording Service, Interactive Voice Response Service, Call Transfer Service, Message Delivery Monitor Service, Message Recovery Service, Telephony Monitor Service, Fax Receiving Service, SMDI (Simplified Message Desk Interface) Service, and MWI (Message Waiting Indicator) Service.
Voice over Internet Protocol (VoIP)
A category of hardware and software that uses the Internet as the transmission medium for telephone calls. Voice data is sent in digital form in packets rather than in the traditional circuit-committed protocols of the public switched telephone network (PSTN). A major advantage of VoIP and Internet telephony is that it eliminates ordinary toll charges.