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Oracle® Voicemail & Fax Administrator's Guide
10
g
Release 1 (10.1.2.4.1)
Part Number B25458-03
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Contents
Title and Copyright Information
Preface
Audience
Documentation Accessibility
Related Documents
Conventions
1
Overview of Oracle Voicemail & Fax
Oracle Voicemail & Fax Features
Voice
Fax
Access to Voicemail and Fax Through GUI Clients
Notification Through Wireless Devices
Centralized System Administration
Self-Service User Preferences Management
Oracle Voicemail & Fax Architecture
Application Flow in an Oracle Voicemail & Fax System
Oracle Collaboration Suite Database
Oracle Directory Server
Voicemail & Fax Server
Oracle Mail IMAP Server
Voicemail & Fax Server Architecture
Telephony Server
Oracle Container Subsystem
Oracle Voicemail & Fax Application
Oracle Voicemail & Fax Architecture Stack
Oracle Voicemail & Fax Deployments
How the Oracle Voicemail & Fax Services Work
Routing a Forwarded Call
Routing a Direct Call
Transferring Calls to an Attendant
Backup Message Delivery
Delivering Fax Messages
Forwarding Calls to an Interactive Voice Response System
Oracle Voicemail & Fax Monitoring Services
PBX-Application Clusters
2
Getting Started with Oracle Voicemail & Fax
Getting Started with Oracle Enterprise Manager
Creating the Enterprise Manager Administrator
Verifying That the Oracle Voicemail & Fax Hierarchy Is Visible
Oracle Voicemail & Fax Hierarchy
Navigating the Oracle Voicemail & Fax Hierarchy
Before You Configure Oracle Voicemail & Fax
Overview of the Configuration Steps
Creating and Configuring a Site
Configuring the PBX-Application Cluster
Creating an Oracle Voicemail & Fax User
Testing the Oracle Voicemail & Fax System
Next Steps
3
Configuring Oracle Voicemail & Fax
Configuring PBX-Application Clusters
SIP Server Addresses
Recording Process Parameters
Phone Numbers Table
Phone Numbers Parameters
PBX Dialing Rules
Telephone Number Translation Rules Parameter
Internal and External Dialing Rules Parameters
Creating Internal Dialing Rules
Creating External Dialing Rules
MWI Phone Number Conversion Rules Parameters
Interactive Voice Response (IVR) Parameters
Configuring the Voicemail & Fax Group
Configuring the Voicemail & Fax Application
Configuring the Voicemail & Fax Services
4
Setting Up Groups and Sites
Organizing Users into Groups and Sites
Creating a Group or Site
Group Parameters
Name, Parent, and Category
Feature Access
Message
General
Greeting
Directory Lookup
Password Length
Interactive Voice Response
Site Parameters
Telephone Number Translation Rules
Phone Numbers
Searching for a Group or Site
Editing Group or Site Parameters
Modifying Parameters of Multiple Groups
Propagating Group or Site Properties
Deleting a Group or Site
5
Managing Oracle Voicemail & Fax Accounts
Provisioning Users for Voicemail & Fax Access
Adding Users with Bulk Provisioning
Adding Users with Automatic Provisioning
Setting Passwords for Bulk-Provisioned Users
Searching for a Voicemail User
Changing Voicemail Account Preferences
Changing the Voicemail & Fax Quota
Adding a Phone Number
Deleting a Phone Number
Removing Voicemail and Fax Services for a User
Oracle Voicemail & Fax Accounts Manager Tool
Phone Number Format
ovfucr addphonenumber
ovfucr create
ovfucr delete
ovfucr deletephonenumber
ovfucr displaylanguagelist
ovfucr generatepassword
ovfucr modifyaccount
ovfucr modifyphonenumber
ovfucr movegroup
6
Managing Oracle Voicemail & Fax
Managing the Oracle Voicemail & Fax Components
Managing Processes Across the Enterprise
Managing Processes on a Single Applications Tier
Managing Processes Using opmnctl
Managing Processes Using Application Server Control for Collaboration Suite
7
Administering Voicemail & Fax
Administering PBX-Application Clusters
Associating a Voicemail & Fax Application with a PBX
Creating a PBX-Application Cluster
Deleting a PBX-Application Cluster
Securing Oracle Voicemail & Fax
Securing Oracle Voicemail & Fax Connections
Setting Preferred Credentials
Setting Preferred Credentials for All Users
Setting Preferred Credentials for Selected Users
Setting Preferred Credentials for Yourself
Changing Passwords
Customizing Oracle Voicemail & Fax Menus
The menus.xml File
Loading the menus.xml file
Message Waiting Indicator Feature
Deleting Records from the Metrics Table
8
Voicemail & Fax End User Interface
Oracle Voicemail & Fax End-User Documentation
Voicemail Message Formats
Telephone User Interface
Language Support
Oracle Voicemail & Fax Greetings
How Voicemail Messages Are Handled in the Interfaces
Setting End-User Preferences
Sending Voicemail to Distribution Lists
9
Oracle Collaboration Suite Databases
Setting the Parameters for an Oracle Collaboration Suite Database
Setting the Connections to an Oracle Collaboration Suite Database
Setting the Available Oracle Collaboration Suite Databases
Primary Outboxes
Setting the Global Primary Outbox
Setting the Primary Outbox for a Voicemail & Fax Application
Setting the Application Password
Setting the Metrics Password
10
Performance and Monitoring
Monitoring the Overall Status of the Oracle Voicemail & Fax System
Monitoring the Major Oracle Voicemail & Fax Features
Interpreting the Metrics
Getting Detailed Metrics Information
Monitoring User Satisfaction Metrics
How the Metrics Are Calculated
Troubleshooting
Monitoring the Telephony Server
Monitoring the Number of Active Calls
Setting Up Notifications
11
Interactive Voice Response
About Interactive Voice Response Systems
How Oracle Voicemail & Fax Initiates an Interactive Voice Response
Creating an IVR System
Specifying the Hours of the IVR
Creating an IVR Deployment
About Call Flows
Creating a Call Flow
About Sound File Groups
Creating Sound Files
Creating a Sound File Group
About Profiles
Creating a Profile
Creating the IVR Deployment
Mapping the Phone Number to a Deployment
Sample Deployments
Using the Sample IVR Deployments
Reusing IVR Components
12
Scaling the Oracle Voicemail & Fax System
Adding a Voicemail & Fax Server to a VoIP Site
Adding a Site to a VoIP Site
Adding Oracle Collaboration Suite Databases
13
Performance Tuning
Improving Message Delivery Time
Adding Threads and Processes
Adding Threads to a Process
Adding and Deleting Instances
Tuning the Message Waiting Indicator Service
A
Troubleshooting
Log Files
Viewing the Log Files
Registering Oracle Voicemail & Fax Targets
Errors Starting the TelephonyMonitorService
Calls Not Passed to Routing Service
Message Delivery Time Metrics
Registering the PBX-Application Cluster
Listening to Voicemail Attachments
Transferring Calls
B
Process Parameters
Database Buffers Parameters
General Parameters
Miscellaneous Services
Message Delivery Monitor Service
Message Waiting Indicator Service
Recording Service
Retrieval Service
Routing Service
Internet Directory Parameters
Log Parameters
PBX-Application Cluster Parameters
Process Management Parameters
Recording Process Parameters
Recovery Process Parameters
Telephony Server Parameters
C
IVR Worksheet
IVR Worksheet
D
IVR Call Flow XML
Call Flow XML Tags
State Tags
destinationState
endState
previousState
retreat
startState
state
stateMachine
Declaration Tags
declarations
profKey
profKeyRef
profKeys
sfRole
sfRoleRef
sfRoles
Configuration Tags
allConfig
extensionTransferConfig
getExtAndTransferConfig
globalConfig
mailboxTransferConfig
menuConfig
passToServiceConfig
playInfoConfig
Action Type Tags
destroyCallDetails
dialRestriction
directoryAccess
extension
extensionTransferAction
getExtAndTransferAction
id
ivr
keyFlush
keyInterrupt
keyPresses
leadSoundFile
mailbox
mailboxTransferAction
menuAction
menuItem
passToServiceAction
playInfoAction
repeatOptions
soundFile
Common Action Tags
onCancel
onMiscError
onSuccess
onTimeout
timeoutBehavior
waitForReturn
E
Interactive Voice Response Manager Commands
IVR Manager
ivrman callflow Commands
ivrman callflow add
ivrman callflow delete
ivrman callflow dump
ivrman callflow list
ivrman callflow replace
ivrman sfgroup Commands
ivrman sfgroup add
ivrman sfgroup delete
ivrman sfgroup describe
ivrman sfgroup dump
ivrman sfgroup list
ivrman sfgroup update
ivrman profile Commands
ivrman profile add
ivrman profile list
ivrman profile delete
ivrman profile dump
ivrman profile update
ivrman deployment Commands
ivrman deployment add
ivrman deployment delete
ivrman deployment dump
ivrman deployment list
ivrman deployment update
F
Oracle Voicemail & Fax Administration Configuration
Enabling and Disabling Services
Glossary
Index