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
• • Call 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
  • Working with PBXes that Use SMDI
• PBX-Application Clusters

2 Getting Started

• Getting Started with Enterprise Manager
• • Creating the Enterprise Manager Administrator User
  • 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
• • PBX Integration Parameters
  • • Simplified Message Desk Interface
    • Dual-Tone Multifrequency
  • 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
• Telephony 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

• 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 IVRs
• Reusing IVR Components

12 Scaling the Oracle Voicemail & Fax System

• Adding a Voicemail & Fax Server to a Boarded Site
• Adding a Site to a Boarded 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

14 VoIP Gateway Deployments

• VoIP Gateway Deployment Scenarios
• Deploying with Multiple PBXes
• Configuring Multiple PBXes Using VoIP Gateway
• Scaling a VoIP Gateway Deployment
• • Adding a Voicemail & Fax Server to a VoIP Gateway Site
  • Adding a Site to a VoIP Gateway Site

A Troubleshooting

• Log Files
• • Viewing the Log Files
• Registering Oracle Voicemail & Fax Targets
• Calls Not Handed Off to Routing Service
• Message Delivery Time Metrics
• Registering the PBX-Application Cluster
• Listening to Voicemail Attachments

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
• SMDI Parameters
• Telephony Server Parameters

C IVR Worksheet

• IVR Worksheet

D IVR Call Flow XML

• Call Flow XML Tags
• State
• • destinationState
  • endState
  • previousState
  • retreat
  • startState
  • state
  • stateMachine
• Declaration
• • declarations
  • profKey
  • profKeyRef
  • profKeys
  • sfRole
  • sfRoleRef
  • sfRoles
• Configuration
• • allConfig
  • extensionTransferConfig
  • getExtAndTransferConfig
  • globalConfig
  • mailboxTransferConfig
  • menuConfig
  • passToServiceConfig
  • playInfoConfig
• Action Type
• • destroyCallDetails
  • dialRestriction
  • directoryAccess
  • extension
  • extensionTransferAction
  • getExtAndTransferAction
  • id
  • ivr
  • keyFlush
  • keyInterrupt
  • keyPresses
  • leadSoundFile
  • mailbox
  • mailboxTransferAction
  • menuAction
  • menuItem
  • passToServiceAction
  • playInfoAction
  • repeatOptions
  • soundFile
• Common Action
• • 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