AvayaAuraMessagingOverviewandPlanning_601

Avaya Aura® Messaging Overview andPlanning

6.0CID: 145423

December 2010

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2 Avaya Aura® Messaging Overview and Planning December 2010

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Avaya Aura® Messaging Overview and Planning December 2010 3




Contents

Chapter 1: Introduction.............................................................................................................7Avaya Aura® Messaging overview...................................................................................................................7Benefits of Messaging.......................................................................................................................................7

Accessibility and mobility..........................................................................................................................8Flexibility...................................................................................................................................................9Compatibility.............................................................................................................................................9Scalability...............................................................................................................................................10Security...................................................................................................................................................10Resilience...............................................................................................................................................10Remote alarming and serviceability........................................................................................................11Interoperability........................................................................................................................................12Multilingual support.................................................................................................................................13

Messaging documentation..............................................................................................................................13

Chapter 2: Features.................................................................................................................17Overview.........................................................................................................................................................17Tools for getting messages.............................................................................................................................17

Telephone...............................................................................................................................................17PC...........................................................................................................................................................18

Features for getting message notification.......................................................................................................20Message Waiting Indicator.....................................................................................................................20Notify Me................................................................................................................................................20

Features for sending messages......................................................................................................................21Speech recognition for addressing.........................................................................................................21Personal Distribution Lists......................................................................................................................21Enhanced List Application......................................................................................................................22System broadcast message...................................................................................................................22

Features for the caller.....................................................................................................................................22Greetings................................................................................................................................................23Auto Attendant........................................................................................................................................23Attendant................................................................................................................................................24Reach Me...............................................................................................................................................24

User Preferences............................................................................................................................................25Text conversion...............................................................................................................................................25Text to Speech................................................................................................................................................26Message Privacy.............................................................................................................................................26User Management...........................................................................................................................................26Tools for managing the system.......................................................................................................................27

System Management Interface...............................................................................................................27Role-Based Access Control....................................................................................................................27

Tools for managing caller applications............................................................................................................28Caller Applications..................................................................................................................................28Caller Applications Editor.......................................................................................................................28

Fax support.....................................................................................................................................................28

Chapter 3: Messaging Solution Architecture........................................................................31About Avaya Aura®.........................................................................................................................................31Avaya Aura® components..............................................................................................................................32


System Platform.....................................................................................................................................32System Manager....................................................................................................................................34

Messaging solution overview..........................................................................................................................34Hardware................................................................................................................................................34Messaging Software Components..........................................................................................................34

Network topology design.................................................................................................................................37Decentralized topology...........................................................................................................................38Centralized topology...............................................................................................................................38

Chapter 4: Planning for Messaging.......................................................................................41Switch integration............................................................................................................................................41Traffic flow.......................................................................................................................................................41Licensing.........................................................................................................................................................43System design and data collection..................................................................................................................43Capacity planning............................................................................................................................................44Preparing for Messaging.................................................................................................................................45

Environmental requirements...................................................................................................................45Hardware requirements..........................................................................................................................46Software requirements...........................................................................................................................48Security requirements.............................................................................................................................49

Preparing your telephony server.....................................................................................................................50Telephony overview................................................................................................................................50Resource management..........................................................................................................................51Systems with multiple sites.....................................................................................................................51

Index.........................................................................................................................................53


Chapter 1: Introduction

Avaya Aura® Messaging overviewAvaya Aura® Messaging, also referred to as Messaging, is Avaya’s next generation messagingproduct.

Messaging is flexible, scalable, resilient, and easy to deploy on standard Linux-based servers.Messaging is an enterprise-class messaging system targeted for flexible deployment optionsin single site and multisite environments.

Messaging enables quick and effective communication and collaboration across an enterprise,to enhance employee productivity. Using a variety of features and capabilities that the solutionoffers, employees can receive and respond to calls and contacts from customers, partners,and coworkers faster and more efficiently.

Messaging can improve your business by enabling employees to work faster and make betterdecisions while lowering acquisition and operating costs, with unique and powerful messagingcapabilities that deliver tangible benefits:

• Allowing important calls to get to the right person, at the right time

• Alerting employees to critical new messages

• Providing fast and easy access to all messages

• Lowering the cost of acquisition, implementation, and ownership of the Messagingsystems through standards-based interfaces that allow easy integration with the existingnetworks, administrative systems, and security processes

• Providing multiple configuration choices for scalability to enable system consolidation —significantly lowering total cost of ownership (TCO) while offering new business continuityoptions

Benefits of MessagingThe core strengths of Messaging are compatibility, interoperability, scalability, and resilience,combined with flexibility, and easy availability. Together, these features improve how your


organization responds to customers, enhances collaboration, and lowers the cost ofownership.

Messaging provides the following benefits to customers:

• Compatibility: Messaging allows a direct migration from Octel® Aria systems, and allowsyou to preserve important user data from the existing systems, in a familiar menustructure.

• Interoperability: Messaging interoperates with several Avaya Aura® products as well asvarious third-party products including AudioCodes gateways and third-party fax solutions.

• Scalability: Messaging provides a scalable solution that ranges from an easy-to-deploysingle server to a fully scalable multi-server configuration with dedicated applicationservers and storage servers.

• Resilience: Messaging delivers high availability and disaster recovery options rangingfrom an N+1 configuration for application servers to locally survivable application servers.

• Flexibility: With organizations migrating from traditional telephony to IP telephony (IPT),business environments are constantly changing. Messaging offers a flexible architecturedesigned to fit a wide variety of customer environments. It is ideal for enterprises withtelephony environments that are in transition.

• Remote alarming and serviceability: Messaging uses Secure Access Link (SAL 1.5) toprovide remote alarming and serviceability.

• End-user features: Messaging enables users to combine notification features, such asMWI, Reach Me, and Notify Me. It offers voice recognition for addressing messages,Internet Message Access Protocol 4 (IMAP4) access to voice messages, a clientlessOutlook toolbar, a browser application for managing user settings, and text conversion ofvoice messages.

• Multilingual support: All end-user features are available in multiple languages.

Accessibility and mobilityA key component of business agility is the ability to contact the right person at the right time,and this includes both your employees as well as customers. Increased mobility recognizesthat companies invest in different devices and modes of communication.

Messaging facilitates a quick and easy way to improve communication within an organization.This includes connecting employees, enabling them to collaborate efficiently, and streamliningbusiness processes. Users can access their messages over a telephone using the TUI orAvaya one-X® Speech, or by using an IMAP4 based e-mail client, like Microsoft Outlook.

Introduction


One-number connectivity

Reach Me allows callers to the business line to reach you on your cell phones, remote or virtualoffice, from that single number. This is especially useful when you are away from the office.One number connectivity preserves your corporate identity irrespective of the access method

FlexibilityMessaging works in a wide variety of topologies in centralized and decentralized environments.

The flexible architecture of Messaging is designed to fit a wide variety of customerenvironments. Messaging is a scalable solution ranging from an easy-to-deploy single serverwith application and storage roles combined on a single virtual machine to a fully scalablemulti-server configuration with dedicated application servers and storage servers.

CompatibilityMessaging is compatible with the existing infrastructure of the customers. Messaging is cost-effective as customers are not required to replace everything in the network.

Messaging provides compatibility with:

• Internet Browsers: Microsoft Internet Explorer 7.0 and 8.0, Mozilla Firefox v3.5, or Safariv4.

• Messaging toolbar support for Microsoft Outlook 2003, 2007, and 2010.

• IMAP4 based e-mail clients.

Messaging maintains the familiar menu structure and the relevant features of the Octel AriaTUI. Messaging allows a direct migration from Octel Aria systems and allows you to preserveimportant user data from the existing systems. For more information, contact Avaya Partners,ATAC or Sales Engineer representative.

Industry standards

Messaging supports the following industry standards:

• IMAP4 and POP3 client access to messages

• SMTP/MIME for sending and receiving messages

• LDAP

• Session Initiation Protocol

Benefits of Messaging


ScalabilityThe Messaging architecture achieves high scalability as it fits and grows with various telephonydeployment sizes, ranging from small branch office PBXs to larger campus-wide PBXs. It isdesigned to work with large scale installations over large, global IP networks with varying levelsof network quality. For example, in a scalable deployment of the Messaging system, multiplesites can contain multiple application servers, connected to a dedicated storage server.

SecurityMessaging offers the capability to minimize the possibility of telecommunications toll fraud onthe Messaging system. It offers safeguards that make it harder for unauthorized users topenetrate the Messaging system.

Messaging users have the option of marking their voice messages Private. Voice messagesmarked as Private can only be accessed from the telephone, and cannot be forwarded.

Messaging also provides users with options for a secure implementation through support forvarious secure protocols.

• Secure connections through firewalls: Messaging supports connection through a third-party, external, VOIP-aware firewall.

• Secure server connections: Avaya certificates secure the connection between Messagingand other products through the HTTPS protocol.

ResilienceThe Messaging solution is very resilient as it can remain functional even with major failures inthe environment or its own components.

N+1 Redundancy

The application servers do not maintain data that is unique to a single application server.Messaging provides N+1 redundancy: a single application server can be added to theMessaging application server cluster to provide redundancy for any of the existing applicationservers in the same cluster.

Offline handling

To deal with outages in the data network the application server can operate in offline mode. Inoffline mode, the application server continues to provide call answering for existing users, and

Introduction


callers cannot tell that there is no connectivity with the storage server. Messaging users canstill use the TUI and access messages that were received in the past three days as well asany new call answering messages that were received since the outage. Individual user-to-user messages sent while offline can be retrieved as well.

Offline handling in the Messaging system is session-based. It only applies to those users whoare affected by the outages in the data network. The Messaging system is capable of handlingoutages because the application server maintain a cache of relevant data, such as:

• directory information (both user directory and user personal distribution lists)

• user greetings and recorded names

• voice messages

The cache is a hybrid single or distributed cache. Some data, for example, directory data, iscached on each single application server, while other data, for example, voice messages, isstored in a cache that is distributed among the application servers in a cluster.

Disaster recovery

The application servers can be clustered over a WAN to provide disaster recovery capabilities.This is often done to match a clustered-over-WAN IP-PBX configuration. In a typicaldeployment, half of the cluster application servers are co-located with the corresponding halfof the distributed IP-PBX in one geographical location. The other half of the cluster is co-located with the other half of the IP-PBX in a different location. For more information, see Clustering on page 37.

Remote alarming and serviceabilityMessaging uses SAL to provide remote alarming and serviceability.

Secure Access Link

System Platform includes Secure Access Link (SAL) gateway to manage service delivery,including alarming and remote access. SAL gateway is a software application that:

• Facilitates remote access to support personnel and tools that are needed to accesssupported devices

• Collects and sends alarm information to a Secure Access Concentrator Core Server, onbehalf of the managed devices

• Provides a UI to configure its interfaces to managed devices, Concentrator Remote andCore Servers, and other settings

SAL requires a customer-to-Avaya upload bandwidth of at least 90 KBps (720 Kbps) with around-trip latency no greater than 150 ms.

Benefits of Messaging


During the installation of System Platform, you must register the system, which consists ofSystem Platform, the solution templates, and SAL gateway, and configure SAL for thecustomer network.

Important:For Avaya to provide support, Avaya Partners or their customers must ensure that SAL isregistered and configured properly. Avaya support will be delayed or not possible if SAL isnot properly implemented.

To deliver remote services, Avaya Partners must provide their own business-to-businessconnection, which may be a virtual private network or other IP-based connectivity.

Administrators can launch the SAL gateway management portal from within System Platform.

InteroperabilityThe key benefits of Messaging includes interoperability with several Avaya Aura® products.Messaging also provides interoperability with various third-party products includingAudioCodes gateways and third-party fax servers.

Interoperability with Avaya products

Messaging interoperates with the Avaya Aura® solution, which is a rich, highly interoperableset of SIP components.

The Messaging solution interoperates with:

• SIP Enablement Services proxy: to provide SIP connectivity.

• Session Manager: to provide SIP connectivity.

• Communication Manager: to provide SIP connectivity.

• Message Networking Release 5.2: for simplified administration, directory management,and performance.

• ProVision: a provisioning tool used to collect user information for the Messaging system. Itsends the collected data to the storage server through an LDAP connection.

Interoperability with third-party products

Messaging interoperates with the following third-party products:

• AudioCodes gateways

• Fax servers

Introduction


AudioCodes gatewaysMessaging uses SIP for switch integration with mixed PBX environments. AudioCodes Mediant1000 gateway allows the Messaging system to work with switches that are not supported bythe SIP Enablement Services and Session Manager, mainly those from third-party vendors.

Additional documentation for AudioCodes gateways is available at http://www.audiocodes.com/support.

Third-party fax serversMessaging interoperates with a customer-provided, third-party fax server to provide faxcapabilities. The customer provides the hardware and software required for the third-party faxserver.

For fax support, Messaging requires that a third-party fax server be installed and configured.Often an organization already has a fax server installed with which the Messaging system canintegrate. Instructions to install and configure the fax server are specific to the particular brandof fax server that belongs to the user.

Multilingual supportMessaging supports the following languages for this release. Languages, other than English(US), are available once the language pack is installed.

• Brazilian Portuguese

• Canadian French with French GUI

• English (UK) with English (US) GUI

• English (US)

• German

• Latin American Spanish

Messaging documentationThe following table describes the documentation provided with Messaging:

All documentation is available from the Avaya Support Web site:http://www.avaya.com/support.

Title Description AudiencePlanning

Messaging documentation


http://www.audiocodes.com/support

http://www.audiocodes.com/support

http://www.avaya.com/support


Title Description AudienceAvaya Aura® MessagingOverview and Planning

This guide provides information about theconcepts underlying Messaging. Topicsinclude Messaging features,components, addressing, telephony,deployment options, and planning data.

Planner,Administrator,Technician

Avaya Aura® MessagingSecurity Design

This document discusses the multilayersecurity philosophy of Avaya, networksecurity integration, and toll fraudsecurity resources. This document alsodiscusses security issues that customersmust consider before designing andimplementing a corporate securitystrategy into their Avaya enterprise. Italso provides information onrecommendations for maintaining andmonitoring security in an Avayaenterprise.

Planner,Administrator,Technician

System installation

Implementing AvayaAura® Messaging

This document describes how to installthe S8800 hardware and Messagingsoftware components. Topics includeinstallation prerequisites, site planningand preparation, and installing the S8800hardware, Avaya Aura® System Platform,Secure Access Link (SAL), andMessaging.

Technician

Maintenance

Maintaining the AvayaAura® S8800 1U Server

This guide illustrates S8800 support forAvaya Aura® Messaging. The server isavailable in a 1U model with varioushardware components. The guidedescribes the procedure required formultiple maintenance tasks.

Technician

Administration

Administering AvayaAura® Messaging

This document provides information onhow to administer the Messaging system.The topics include Messagingadministration, server administration,managing software, and using diagnostictools.

Administrator

Help for Administrators These online help topics provideinformation on administering theapplication server and the storage server.

Administrator

End user

Introduction


Title Description AudienceUsing Avaya Aura®

MessagingThis document describes common end-user tasks, such as initial setup and usingthe User Preferences and Messagingtoolbar.

User

Avaya Aura® MessagingQuick Reference

This document describes how to performcommon tasks and use Messagingfeatures through the telephone.

User

Outlook toolbar OnlineHelp

These topics provide information onusing the Outlook toolbar.

User

User Preferences OnlineHelp

These topics provide information onadministering Messaging from the UserPreferences.

User

Additional resources

Documentation library This documentation set for Messagingincludes administration, implementation,general reference, and user information.

All

Messaging documentation


Introduction


Chapter 2: Features

OverviewMessaging provides a set of features, such as one-number connectivity, speech recognitionfor addressing, PDL, ELA, and system broadcast messages, that helps users and callers whilesending and receiving messages. Messaging also provides several message notificationfeatures that helps users to be reached at any time and location.

Tools for getting messagesYou can access Messaging voice messages through your desk phone, mobile phone andcomputer. Messaging is compatible with several products like:

• Avaya one-X® Speech

• Avaya one-X® Mobile

• Avaya one-X® Communicator

• Microsoft Outlook

• Any IMAP4 or POP3 based e-mail client

TelephoneThe Messaging system can be integrated in to the existing PBX environment so that users canuse their desk phone, mobile, or any telephone to access the system in the following manners:

• Using the Voicemail or Messages button

• Dialing the Messaging System Pilot Number

• Dialing the office main number

For more information, see Using Avaya Aura® Messaging.

You can also get access to the Messaging voice messages using Avaya one- X Speech orAvaya one-X Mobile.


Avaya one-X Speech

Avaya one-X Speech is a complementary Avaya product providing an US English speech userinterface.

Speech recognition and Text to Speech (TTS) technology allows mobile professionals to gainaccess to their business computer resources from any telephone.

Avaya one-X Speech:

• Provides access to voice mail messages, call answering, and follow-me or hold-my-calls filtering

• Provides e-mail reading capabilities

• Provides speech access and voice control of voice and corporate e-mail messages

• Enables users to create and access private messages

• Enables users to launch telephone calls, either single-party or multi-party conferencecalls, all from a single session

For more information, see the Avaya one-X Speech client product documentation (SitePreparation Guide, Installation Guide, and Wallet Card) available at http://www.avaya.com/support.

Avaya one-X Mobile

Avaya one-X Mobile provides a graphical interface for accessing the Messaging voicemessages. You can use Avaya one-X Mobile to both see and hear voice messages on yourmobile phone. You do not need to dial into the system because messages are automaticallydownloaded to the handset in the form of sound files. As all messages are visible in a list withsender name and duration, you do not have to sort through for the important messages.

For more information, see the Avaya one-X Mobile product documentation available at http://www.avaya.com/support.

PCYou can get access to the Messaging voice messages on a PC using Avaya one-XCommunicator or Microsoft Outlook , or from any IMAP4 or POP3 based e-mail client.

Avaya one-X Communicator

Avaya one-X Communicator provides desktop access to your voice messages from a single,intuitive user interface.

Features






You can use Avaya one-X Communicator to perform the following actions:

• Listen to voice mail

• Delete voice mail

• Call a voice mail

• Add a number from voice mail to personal contact

• Add a number from voice mail to Favorites

• Mark a voice mail as read or unread

IMAP4 or POP3 based e-mail client

Users can set up an IMAP/SMTP e-mail account in an IMAP4 or POP3 based e-mail client toaccess voice messages.

Microsoft Outlook

The Avaya Voice Message form adds a dedicated toolbar to Microsoft Outlook. This toolbarallows you to play voice messages and call the sender from within Outlook. You can useMicrosoft Outlook to add the Avaya Voice Message forms to the forms folders on yourExchange server.

When you open a voice message from Outlook, the body of the message contains theMessaging toolbar for voice messages.

The Messaging toolbar has the following features:

• Play on PC

• Play on Phone

• Voice Reply - to reply to the message with another voice message

• Voice Forward - to forward the message as a voice message with an introduction

• Call Sender

• User Preferences

• Help - to access online help

Because the form is associated with the message class, any Outlook client connected toExchange automatically uses this form when displaying a Messaging voice message. TheMessaging toolbar is only available for voice messages shown in your “Avaya Aura Messaging”IMAP4 Inbox in Outlook. If you set up your User Preferences to receive a “Notify Me” e-mailcopy of each voice message, the copies will appear in your main Outlook Inbox. These copieswill not show the Messaging toolbar.

Tools for getting messages


The Messaging toolbar is not available in Outlook Web Access. For more information, seeOutlook toolbar GUI Online Help and Using Avaya Aura® Messaging, available on the AvayaAura® Messaging Documentation Library.

Features for getting message notificationMessaging provides message notifications in the form of lighting the Message Waiting Indicator(MWI) on the desk phone, sending a text message to a mobile phone, or placing a call to atelephone.

Message Waiting IndicatorYou can use the MWI feature for alerts when you receive messages that meet your specifiedcriteria. You can configure MWI to get alerts by a lamp indicator on the telephone. When youreceive a voice message, the MWI light turns on. The MWI lamp on your desk phone is lit aslong as one or more voice messages in your Messaging Inbox are marked as Unread. It isturned off when all voice messages in your Inbox are marked as Read.

Notify MeNotify Me is a feature that sends you a notification when you receive a new voice message.You can be notified by:

• Text message to your mobile phone or page notification to your pager

• Phone call to a telephone or mobile phone

• E-mail copy

Text message or page notificationWhen your mailbox receives a new message, Messaging sends a text message to the e-mail address or sends a page to the numeric pager specified by you for notification.

You can configure Notify Me to send notifications only when a caller marks a voice messageas High Importance.

Phone call to a telephone or mobile phoneAdministrators can configure Notify Me to send a notification through a phone call to atelephone or mobile phone on a Class of Service (CoS) basis. You can configure the phonecall notification settings in User Preferences with an option to turn on or off the notificationthrough the TUI. When you enable notification to send a phone call, a call is made to thedesignated phone to alert you that you have received a new voice message.

Features


You can determine whether you want to be notified of all new messages or only importantmessages.

E-mail copyYou can configure the Email Copies feature on the Notify Me Web page of your UserPreferences. You can configure Notify Me to receive an e-mail message with a copy of eachvoice message. You can also decide to include the recording of the voice message in the e-mail messages.

Features for sending messagesMessaging provides various features that simplify sending a message. These features includesspeech recognition for addressing, Personal Distribution Lists and Enhanced List Applications,and system broadcast messages.

Speech recognition for addressingMessaging provides speech recognition for addressing. Users can say a name of a recipientor distribution list to address a message, instead of having to memorize a mailbox number orhaving to spell a name on the keyboard.

Personal Distribution ListsA Personal Distribution List (PDL) is a labeled collection of users (recipients) that a user maycreate and save for later use. Messages that are addressed to the list are sent to all therecipients (list members) within the list. Users who frequently send messages to the samegroup of people can create PDLs for the groups. For example, if a user frequently sendsmessages to 10 members of the Sales team, the user can create a PDL labeled “Sales” thathas the addresses of those 10 Sales team members. When the user sends a message to thePDL “Sales,” the message is sent to all 10 members of the Sales team.

Unlike an ELA, a PDL is created and managed by a user rather than a system administrator.A PDL is personal; only the owner of the list can view and use the list. A PDL is not availableto other users.

Mailbox number or network address can be used for adding members to the PDLs. Mailboxnumber is used for a local user, while Network address is the mailbox number for a remoteuser. You can have both local and remote users in PDLs.

Features for sending messages


Enhanced List ApplicationEnhanced List Application (ELA) is a messaging tool that greatly expands the capability of theMessaging system to deliver messages to a large number of recipients. ELA associates onemailbox to a list of members, so that when users want to send a message to the whole list,they can send a message to the list mailbox instead.

When a new message is delivered into the list mailbox, known as the shadow mailbox, theELA software distributes the message to the members of the list. ELA members can be localor remote users, thus providing extreme flexibility. For example, administrators can set up anELA list for a suggestion box that messages addressed to this list are distributed to theMessaging mailboxes of a set of users.

An ELA mailbox is like any other mailbox, allowing such operations as recording a name and agreeting for the list and allowing call answer messages to be distributed through ELA. Like anyother mailbox, an ELA mailbox has a mailbox number, a numeric address, and a Messaginge-mail address. A numeric address enables subscribers to address messages to any local orremote recipient in an organization. The numeric address allows a subscriber to send amessage to any recipient from the TUI without having to know the geographic location of therecipient. The directory makes all numeric addresses available to all locations within theorganization. A numeric address is same as the Mailbox Number.

System broadcast messageThe system broadcast message allows a group of users, based on CoS, to send a messageor an announcement to all users of a given cluster of application servers. The system broadcastmessage is presented only when users use the TUI on one of the application servers. Thesystem broadcast message is not available in the IMAP4 mailbox of a user and no notificationsare sent. Only one system broadcast message can be active at a time.

Since the system broadcast message typically presents information that relates to systemadministration for a cluster, the system broadcast message is presented even when theapplication server is offline.

Features for the callerMessaging provides various features that ease message receiving and helps the users andcallers to remain in contact efficiently. These features includes the personal attendant, autoattendant and basic speech based auto attendant, and Reach Me.

Features


GreetingsMessaging supports the following types of greetings:

• Personal greeting

• Extended Absence Greeting

Personal greetingYou can use the personal greeting to greet all callers that reach your mailboxes. Your personalgreeting is played to callers when your phone is busy or you do not answer a call.

You can have just one personal greeting used for both busy and no answer or you can alsohave a separate greeting for busy and for no answer. The number of greetings may berestricted by CoS.

If you do not record a personal greeting, then a system greeting will be used. This systemgreeting will include the name you have recorded. If you have not recorded a name, then thesystem will use TTS to speak the directory name for you.

Extended Absence GreetingYou can use the Extended Absence Greeting (EAG) to inform a caller that you are away fromthe office and have infrequent or no access to your messages. Callers cannot dial-through anEAG. Administrators can choose through CoS whether to allow callers to leave messages afteran EAG or not.

Auto AttendantEach user in a Messaging system is associated with a single site. For each site, an AutoAttendant pilot number can be defined to access the Auto Attendant. By default, Auto Attendantof a site contains all the users associated with the site. Administrators can add other sites toa given Auto Attendant of a site. In this case, all users associated with the other sites arereachable through the Auto Attendant of the site. This requires a uniform dialing plan andimplies voice traffic between those two sites. Mailbox users and Caller Applications can beincluded in the Auto Attendant.

The Auto Attendant includes shortlist handling for spell mode. If an entered name matchesmultiple names in the directory, then a shortlist is presented to the caller to choose from.

Basic Speech Auto Attendant

Messaging includes Basic Speech Auto Attendant, allowing callers to reach users listed in theAuto Attendant directory by saying their names instead of entering an extension.

Features for the caller


The Basic Speech Auto Attendant recognizes:

• Combination of First Name and Last Name

• Common Name

• Pronounceable Name

If the confidence level of the speech recognition result is below a certain threshold, the BasicSpeech Auto Attendant asks the caller to confirm the recognized name. The confirmation dialogwill speak a TTS version of the name and ask the caller if this was the intended name.

If the recognized name in the Basic Speech Auto Attendant matches multiple names in thedirectory, then a shortlist is presented to the caller to choose from.

The Basic Speech Auto Attendant requires an additional seat license for each user or callerapplication that is included in that Auto Attendant. This seat license is required only once foran entry, even if that entry appears in multiple sites' Auto Attendants.

AttendantThe Messaging system often directs incoming calls to an attendant. Attendant forwardingsettings define where calls are forwarded when a caller presses zero while listening to yourvoice messaging greeting. You can configure the attendant schedule, main extension, andgeneral delivery voice mailbox.

Messaging supports following types of attendants:

• System attendant: Callers are routed to the system attendant (operator).

• Personal attendant: Callers are routed to a phone number, defined for the personalattendant. This phone number can be internal (typically a phone extension) or external(any phone number formatting is acceptable). If a caller presses 0 to reach the operator,the caller is transferred to this extension. For example, extension 4200.

When the system attendant or personal attendant does not answer incoming calls, callersreach the general delivery mailbox number. Typically, this is a shared mailbox accessible byall attendants. A typical greeting for this mailbox is: “There is no one available at this time.”

Reach MeReach Me is a feature that redirects unanswered calls to a list of telephone numbers specifiedby the user. With Reach Me, you can set up schedules with an associated list of telephonenumbers for forwarding unanswered calls. Reach Me is implemented only for calls that are notanswered even after the extension rings. Reach Me is not implemented for calls that are notanswered because the extension is busy.

When unanswered calls are directed to Messaging, the system checks to see if Reach Me isenabled, and, if so, whether the call has arrived within the active schedule. If the call has arrived

Features


within the active schedule, Messaging asks callers if they want to leave a message or havethe system try to locate the user.

Reach Me manages how your incoming calls are forwarded based on the following:

• Caller priority: You can define different call handling for priority callers and other callers.Priority callers are all the voice messaging users in the internal directory of the Messagingsystem.

• Call screening: Callers are prompted to record their name before a call is forwarded. Whenthe user receives the forwarded call, the recorded name is played and the user can acceptor reject the call. If rejected, the caller is told that the user is unavailable and is routedto the Messaging mailbox of the user.

• Forwarding numbers: Calls can be forwarded to up to three Reach Me numbers in anattempt to reach the user. These numbers are called sequentially.

The Messaging system will try to reach you using all your Reach Me numbers beforeforwarding a call to your Messaging mailbox.

• Schedule: Calls can be forwarded during certain hours and on certain days defined bythe user.

User PreferencesYou can use User Preferences to modify your mailbox settings from a Web browser. You canmodify all or some of your mailbox settings, depending on how the mailbox is configured bythe administrator. The system administrator can apply restrictions to User Preferences tocustomize or restrict the user interface, allowing user access to some or all of the tasksavailable from User Preferences. Administrators can restrict features through CoS.

Text conversionSpeech to Text converts Messaging voicemail messages to text and delivers them through e-mail or text message. This increases personal productivity by converting downtime associatedwith voicemail retrieval, playback and taking notes into productive time. Simply read voice mailsas e-mails, wherever you are, and at a glance see who called, when they called, and what theysaid.

Note:Speech to Text will be delivered as a post GA feature. For more information on the availabilityof the Speech to Text feature, contact your ATAC or Sales Engineer representative.

User Preferences


Text to SpeechMessaging provides licensed speech synthesis software so that users can hear the envelopeand subject information of messages and text names over the telephone through a computer-generated voice.

TTS is also used for name confirmation when a recorded name is unavailable. TTS does notread out contents of a text message that might have been sent.

Message PrivacyMessaging uses a two-pronged approach to achieve message privacy:

• Flexible support for message privacy

This includes the ability to create, send, and access private messages from the TUI andfrom GUI clients. It also includes the restrictions that these clients and interfaces imposeon the recipients of private messages. The support that GUI clients provide is subject tothe enforced privacy parameters.

• Enforcement of message privacy

This includes privacy parameters that administrators can configure using the SystemManagement Interface on application server and storage server.

System administrators can set the levels of privacy support and privacy enforcement. Theseadministered levels also determine the behavior of UI and clients, with respect to privacy.

User ManagementFollowing is the list of important operations that you can perform using the User Management:

• Add an user

• View, modify and delete an existing user

• Assign and remove permission, roles, groups, address, contacts for users

• Search for a user

A system administrator can only add, modify, and delete the user profiles. A systemadministrator can also modify User Preferences properties.

Features


Tools for managing the systemMessaging provides System Management Interface for administration of storage server,application server, and Messaging features.

System Management InterfaceThe System Management Interface (SMI) is the single point of access into your Messagingsystem and the license server. You can open SMI from any standard Web browser fromanywhere within the firewall of your organization.

SMI has three interfaces:

• The licensing administration interface to view the status of the server license.

• The messaging administration interface to gain access to administration, diagnostic, andreporting tools to set up, manage, and maintain your Messaging system.

In addition to monitoring system status, you can also use the messaging administrationinterface to administer:

- Server roles, trusted and hosted servers, sites, and topology

- Features like Auto Attendant and call transfer

- IMAP and SMTP

- Users and class of service

• The server administration interface to configure, maintain, and troubleshoot Messagingservers.

Role-Based Access ControlRole-Based Access Control (RBAC) gives customers the ability to control privileges on theapplication server based on the customer-defined roles. RBAC is used to create roles to allowor restrict access to the System Management Interface Web pages as desired.

The Web Access Mask Web page allows you to restrict individual logins. Messaging providessome default access masks and names, such as System Profile, Customer Super User Profile,and Customer Non-Super User Profile. Using SMI, you can also create a new web accessmask profile and enable access as desired. For more information, see Avaya Aura® MessagingAdministration Guide.

Tools for managing the system


Tools for managing caller applications

Caller ApplicationsCaller Applications are a collection of menus and prompts that allow administrators to extendthe Messaging caller interface. Using Caller Applications, administrators can extend theAutomated Attendant depending on the requirements of the organization.

The basic functions that a Caller Application provides include:

• Transferring callers to a specified mailbox

• Defining business hour and off-hour schedules for the organization, as applicable

• Defining Holiday schedules for the organization, as applicable

• Configuring prompts by uploading voice-based prompts if required by the caller menus,or entering Text-to-Speech prompts

• Defining call menus in support of business hours, off-hours, and holiday schedules

The Caller Applications Editor creates Caller Applications.

Caller Applications EditorCaller Applications Editor is a software application that consists of Microsoft ManagementConsole (MMC) snap-ins and extensions. The Caller Applications Editor creates CallerApplications. Caller Applications are, upon creation, automatically deployed to the storageserver and to the relevant application servers.

Caller Applications Editor can only run on a Microsoft Windows platform that can communicatewith the AxC to deploy the created Caller Applications.

Fax supportIf your company has integrated a fax server with Messaging, faxes can be redirected to thefax server, which then typically delivers the fax to your e-mail inbox. The actual fax handlingoptions within your e-mail depend on your company’s fax server features.

Features


Note:When calling the Messaging system, fax messages are not available through the telephoneuser interface.

The following are the requirements for third-party fax server interoperability with Messaging:

• The fax server must be integrated with the mail system as an e-mail connector or an e-mail gateway for fax.

• The fax server must support DTMF detection and collection.

Fax support


Features


Chapter 3: Messaging Solution Architecture

About Avaya Aura®Avaya Aura®, Avaya's next generation core communications architecture, represents a newapproach to business communications that radically simplifies complex multi-vendor, multi-modal, multi-location networks and creates a truly unified architecture.

Avaya Aura® simplifies complex communications networks, reduces infrastructure costs andquickly delivers voice, video, messaging, presence, Web applications and more to employeesanywhere. It adds powerful new capabilities to Communication Manager, including sessionmanagement that enables multi-vendor hardware and software to communicate across theenterprise network. Avaya Aura® orchestrates a wide array of communications applicationsand systems by decoupling applications from the network. As a result, services can bedeployed to users depending on what they need rather than by where they work or thecapabilities of the system to which they are connected.

Avaya Aura® supports single cross-enterprise dial plans and centralized administration,reducing operating costs and speeding up rollouts of new applications. New aggregatedpresence features and the inclusion of Avaya one-X® Unified Communications interfaces allowbusinesses to take full advantage of unified communications application and solutions.

Additional documentation is available at http://support.avaya.com.



Avaya Aura® componentsAvaya Aura® core communications services are provided by the following components:

• Avaya Aura® Communication Manager, is the open, highly-reliable and extensible IPTelephony foundation on which Avaya delivers Intelligent Communications to enterpriseslarge and small.

• Avaya Aura® SIP Enablement Services, delivers rich communications, collaboration,mobility, and application integration capabilities to the enterprise. This centrally managedapplication provides customers with a smooth migration path into SIP-basedcommunications with support for SIP trunking, SIP stations, Presence and InstantMessaging, and SIP-based applications.

• Avaya Aura® Messaging, provides a solid messaging platform. Messaging is a part of theAvaya Aura® architecture, but it can also be used in other environments. For moreinformation, see Avaya Aura Messaging overview on page 7.

• Avaya Aura® Session Manager, is a SIP routing and integration tool and the corecomponent of the Avaya Aura® solution. Session Manager integrates all of the SIP entitiesacross the entire enterprise network within a company. It offers a new perspective onenterprise communication where individual locations are no longer managed as separateunits within the enterprise. Each location, branch, and application is viewed and managedas part of the overall enterprise.

• Avaya Aura® System Manager, a common management framework that optimizescentralized management functions for provisioning, operations and fault/performancemonitoring. For more information, see System Manager on page 34.

• Avaya Aura® System Platform, a technology that allows you to consolidate applicationsin a single server, decreasing your hardware footprint, cooling and energy costs. Becauseof this consolidation, you may need fewer servers for the same configuration than withother competitors. All messaging systems are installed on System Platform. For moreinformation, see System Platform on page 32.

Additional documentation is available at http://support.avaya.com.

System PlatformSystem Platform is a generic virtual server software platform that provides a common set offeatures and services. This set of features and services allows preinstalled and configuredvirtual applications, called solution templates, to reside on a single physical server.

System Platform is Xen-based and includes the following:

Messaging Solution Architecture



• Base CentOS Linux system running the Xen Hypervisor (Dom0)

• Web-based management console for installing and managing templates

• Virtual machine for System Platform system utilities

System Platform features include:

• SAL to handle alarming and remote access

• A consistent upgrade method for all patches and products in the solution template

• Security that conforms to Avaya product security standards

• A Web License Manager (WebLM) server to manage product licenses

• A Network Time Protocol (NTP) clock synchronized to a customer-provided NTP server

Virtual MachinesSystem Platform includes CentOS as the base operating system, the Xen Hypervisor, and avirtual machine (CDOM) that is used to manage the platform. System Platform includes thefollowing:

• System Domain (Dom0): In addition to exporting virtualized instances of CPU, memory,network, and block devices, Xen displays a control interface to manage how theseresources are shared between the running domains. Access to the control interface isrestricted to a specially privileged virtual machine, known as domain 0 or System Domain.

• Console Domain: Console domain is a virtual machine, which is a part of System Platformand has many platform elements, such as:

- Common logging and alarming- Remote access- System Platform Web Console- Upgrades and patches- WatchDog- Licensing

TemplateAll messaging systems are installed on System Platform using a template. Avaya offersproduct-specific templates to install different products on System Platform. A template is adefinition of a set of one or more applications to be installed on System Platform.

Messaging offers the following templates:

• Msg_Standard.ovf. The Messaging template for the standard server (3 x 146GB 10K RPMdisks with RAID5).

• Msg_4x146GB_HDD.ovf. The Messaging template for the high capacity storage server(4 x 146GB 15K RPM disks with RAID5).

For more information on templates, see Implementing Avaya Aura® Messaging.

Avaya Aura® components


System ManagerAvaya Aura® System Manager takes a solution-level approach to network administration. ITdepartments can use System Manager to incorporate new components and applications undera common management umbrella over time, managing all the elements of Avaya Aura®

together as a system. System Manager centralizes provisioning, maintenance, andtroubleshooting to simplify and reduce management complexity and solution servicing.

System Manager provides a common management framework that:

• Reduces the complexity of operations for distributed multisite networks with multiplecontrol points inherent in SIP

• Increases the value of convergence through tight integration with the enterprise ITinfrastructure

Messaging solution overviewMessaging is a voice messaging system that consist of hardware and software components.The following topics provide more information on the hardware used and the softwarecomponents used in Messaging.

HardwareMessaging is installed on System Platform running on an Avaya S8800 server.

Messaging offers two types of servers, depending on the mailbox capacity, as listed below:

• Standard Server

• High Storage Capacity Server

For more information, see Implementing Avaya Aura® Messaging.

Messaging Software Components

ServersServer overview

The flexible architecture of Avaya Aura® Messaging allows you to customize your messagingsystem to fit your business needs. When you first set up your Messaging system, you assign



your servers a role. As your business changes and grows, you can add new servers andreassign the roles of existing servers.

Server rolesThe Messaging system is designed to play two distinct functions, or roles. These roles are:

• Storage role

• Application role

These roles are independent of the server on which they reside. The Messaging architectureallows you to change the role of the server.

For example, you can change a single-server system into a two-server system in which:

• The original server continues to play both roles and the second server plays theapplication role, or

• The original server plays the storage role and the second server plays the application role

Storage role:

The storage role persistently stores:

• Voice messages

• Directory data in an LDAP directory (users contacts, distribution lists, caller applications)

The storage role also supports non-voice interaction with users, including:

• IMAP4 and POP3 access to voice messages

• SMTP routing of voice messages, text-message notifications, and e-mail copies

• AxC connectivity to:

- The LDAP directory

- The message store for monitoring Message Waiting Indicator (MWI) and Notify Me(text message notifications, telephone call notification, and e-mail copies)

- User Preferences

Application role:

The application role supports real-time telephony interaction with users and callers, including:

• Integration with your telephony system, for voice and MWI

• A telephone user interface (TUI) for users and callers, including Auto Attendant and CallerApplications

• Local caching for the offline handling of user directory data, greetings, recorded names,and voice messages

• Connection to the AxC connector for access to the storage role

Messaging solution overview


Server typesServer types refer to the functionality of the server. All servers share the same software andthe same System Management Interface (SMI). The type of an Avaya Aura® Messaging serverdepends on the role it assumes. Server types are:

• Single server. A server that combines the application and storage roles.

• Dedicated storage server (also called a storage server). A server that is identical to asingle server except that only the storage role has been enabled.

• Dedicated application server (also called an application server). A server that is identicalto a single server except that only the application role has been enabled.

You can change the server type as your messaging needs change. For example, if yourcompany needs to expand its messaging system to accommodate new users, you can add asecond server to your single-server configuration. You can then assign the storage role to oneserver and the application role to the other server. You can continue to add more servers asyour business grows.

Network topologyYour Avaya Aura® Messaging system can consist of the following topologies:

• A single-server topology in which one server plays both the application and storage roles.

• A front-end/back-end topology in which roles are split between servers. The applicationrole is the front end; the storage role is the back end.

You can design your system so that it contains a mix of the above topologies. For example,one single server might play both storage and application roles for the site in which it is located.It might also play the storage role for a remote dedicated application server.

Single serverIn the single-server topology, the application and storage roles are active on the same server.The application role integrates with the telephony server.



Front-end/Back-endIn front-end/back-end topologies, the front end plays the application role and the back endplays the storage role. Dedicated application servers communicate with the telephony serverand the AxC that resides on the storage server.

You can design your system so that the location of the front-end application servers is remotefrom the back-end storage server. This flexibility allows you choose either decentralized orcentralized system topologies for your organization.

ClusteringYou can combine up to three application servers to form a cluster. You can add an additionalN+1 server for redundancy (for a total of 4 servers in the cluster) as long as the active trafficdoes not exceed 300 ports. Each cluster connects to one storage server and supports thesame telephony server.

Clustering application servers allows you to:

• Increase the system's capacity so it can support more users. Every application server youadd to the cluster increases the number of available ports.

• Provide redundancy for any application server in the same cluster. Application serverswithin a cluster are configured identically and are, therefore, interchangeable.

Network topology designYour messaging network topology is determined by the way your organization has identifiedits sites.

Typical network topologies include sites with:• Decentralized application roles• Centralized application roles

Small organizations typically require an easy-to-deploy single-server topology that is ready togrow as the organization's needs expand. Large organizations can use the examplesdiscussed in Network topology on page 36 as building blocks for their enterprise-wide networkarchitecture, including:

• Conforming to an existing network topology• Fitting into centralized data centers• Supporting local survivability networks• Meeting high availability requirements• Supporting disaster recovery requirements

Network topology design


Decentralized topologyA decentralized topology exists when application servers are located with the sites theysupport.

This topology typically consists of one location that includes a dedicated application server anda dedicated storage server. Remote locations have a dedicated application server but nostorage server.

The following image is an example of a topology with two sites, Atlanta and Boston. But youcan create a decentralized topology of more than two sites.

In this example, there are three application servers; two in Atlanta and one in Boston. Eachcommunicates with their local switch. However, they all communicate with the dedicatedstorage server that is located in Atlanta.

Centralized topologyA centralized topology exists when not all application servers in a network are located with thesite they support.

A centralized topology can include either of the following network topologies:

• All application servers are located at the same location and support several sites

• The application servers are divided among a small number of locations that support alarge number of sites

The following image is an example of a centralized topology in which all application serversare located at the same site.



In this example, the second telephony server in Atlanta uses SIP trunks to connect theMessaging system to the telephony servers in Atlanta and Boston. You administer SIP trunksas part of a trunk group on the telephony server.

SIP connectivity is typically accomplished by one of the following:

• Avaya Aura® SIP Enablement Services proxy

• Avaya Aura® Session Manager

• AudioCodes gateway. You need one AudioCodes gateway for each application server.

Note:See your account representative for a complete list of products that provide SIP connectivity.

This topology accommodates telephony servers with either uniform or mixed dialing plans.

Network topology design


Chapter 4: Planning for Messaging

Switch integrationSwitch integration is achieved when a call is presented to a voice port and information aboutthe call is supplied to the Messaging system. This information includes the nature of the call,called party information, and the calling party number.

Session Initiation ProtocolMessaging supports only SIP integration. SIP is an important technology for establishing real-time audio and multimedia calls in a converged IP network environment.

With SIP, the switch and the application servers are connected to the local area network (LAN).All exchange of information, such as call information, signaling information, and voice data,happens by means of voice channels through the LAN.

Messaging system is connected to the switch, using the SES proxy or Avaya Session Manager,through SIP trunks. The SIP trunks are administered as part of a trunk group on the switch.Messaging supports SIP Integrations without the need for a Session Enablement Server orSession Manager. Consult your ATAC or Sales Engineer representative for these types ofintegration.

Messaging interoperates with AudioCodes gateway to work with switches and integrations thatare not supported.

Traffic flowYour IT infrastructure needs to allow network traffic to move freely to and from the messagingsystem. Use the following table to determine whether your network can accommodate networktraffic for Avaya Aura® Messaging.

The table shows:• The protocol used by the components• The port associated with each component

IN OUT Service Name Protocol Port NotesX X FTP TCP 21 Used to upload software

updates (optional)


IN OUT Service Name Protocol Port NotesX X SSH TCP 22

X X TELNET TCP 23 Disabled by default

X X SMTP TCP 25

X DNS UDP 53

X X HTTP TCP 80 Redirects to HTTPS bydefault

X X POP3 TCP 110

X NTP TCP 123

X X SNMP UDP 161

X X SNMPTRAP UDP 162

X X LDAP TCP 389

X X HTTPS TCP 443

X X SMTPS TCP 465

X syslog UDP 514

X X LDAPS TCP 636

X X POP3S TCP 995

X hp-sshd TCP 2222 Avaya proprietary use -secure remote access

X h248message TCP 2945

X X secure-sat TCP 5022 Avaya proprietary use -secure remote access

X X SIP TCP 5060

X X SIP TLS TCP 5061

X X ADCS—JAX TCP 8081 Avaya proprietary use -cluster communications

X X ADCS—FETCH TCP 8083 Avaya proprietary use -cluster communications

X X msgmgr TCP 55000 Avaya proprietary use -legacy mail access API

X N/A TCP 102465534

Used by severalprotocols to reachclients, including RTP/SRTP

X N/A UDP 102465534

Used by severalprotocols to reach

Planning for Messaging


IN OUT Service Name Protocol Port Notesclients, including RTP/SRTP

X X N/A ICMP Used for "ping" support

LicensingAvaya controls the use and access of some Messaging features through licenses, which thecustomer must purchase, including the number of Messaging enabled mailboxes the customerwants to use.

Messaging uses WebLM as its standard licensing mechanism. Messaging features are tied tothe WebLM server, and any client of that server can acquire and use a licensed feature.Messaging requires a WebLM hosted license. Messaging uses an enterprise license thatallows the same license to be shared with multiple Messaging systems within an organization, ifdesired. The number of seat licenses is shared between all the Messaging systems associatedwith that license.

The license file controls the number of user mailboxes. The license is created based upon theHost ID of the WebLM server. The user count can only be changed via PLDS either bypurchasing additional seats or by moving seats between licenses. If more than one Messagingsystem exists in an enterprise, then the licensing model should be planned before obtainingthe required license through PLDS.

System design and data collectionIn preparation for a Messaging implementation, customers are required to provide specificinformation related to their voice and data network.

During the system planning phase and prior to installation, customers are required to completethis information. Consultation with a Messaging Software Specialist is highly recommended.

Information customers should be prepared to provide includes:

• Unique host names for all Messaging servers

• Corporate IP addresses, subnet-mask and default gateway information

• Corporate networks domains, DNS, NTP and SNMP information

• PBX/Call server type

• Message Networking and SMTP protocol information

Licensing


• Desired system feature functionality, including classes of service, mailbox size, messagelength, time zones and telephone user interface (TUI)

• Caller Application (Auto-Attendants), Enhanced Lists / Broadcast (System DistributionLists)

Capacity planningServer modelsTwo server models are available:

• A standard server

Serves as either:

- Single server (application + storage server)- Application only server, or- Storage only server

• A high capacity storage server

Serves as a storage only server to support a large number of mailboxes.

Capacity examples

Role:Hardware:

Application +Storage (Single

Server)

Application Only(dedicated

application server)

Storage Only(dedicated storage

server)Standard Server 100 ports = 6,200

users @ 62 users/port8,000 mailboxes @20 mins/mailbox (G.711)5,500 mailboxes @30 mins/mailbox (G.711)

100 ports = 6,200users @ 62 users/portFor a single site, upto 3 applicationservers can beclustered for a maxport size of 300 ports.An additionalapplication servercan be added to acluster for N+1redundancy – as longas active traffic is notexceeding 300 ports.

8,000 mailboxes @20 mins/mailbox (G.711)5,500 mailboxes @30 mins/mailbox (G.711)

High StorageCapacity Server

Same as above. (Nottypical use – thisconfiguration can be

Not applicable. 20,000 mailboxes @20 mins/mailbox (G.711)



Role:Hardware:

Application +Storage (Single

Server)

Application Only(dedicated

application server)

Storage Only(dedicated storage

server)used if this server isexpected to becomea dedicated storageonly server in thefuture.)

13,500 mailboxes @30 mins/mailbox (G.711)

Preparing for Messaging

Environmental requirements

Safety instructions

Use the following safety guidelines to ensure your own personal safety and to help protect yoursystem and working environment from potential damage.

Observe the following precautions for rack stability and safety. Also refer to the rack installationdocumentation accompanying the rack for specific caution statements and procedures.

Systems are considered to be components in a rack. Thus, component refers to any systemas well as to various peripherals or supporting hardware.

Danger:

• Before installing systems in a rack, install front and side stabilizers on stand-alone racksor the front stabilizer on racks that are joined to other racks. Failure to install stabilizersbefore installing systems in a rack could cause the rack to tip over, potentially resultingin bodily injury.

• After installing components in a rack, never pull more than one component out of therack on its slide assemblies at one time. The weight of more than one extendedcomponent could cause the rack to tip over and may result in serious injury.

• Use caution when pressing the component rail release latches and sliding a componentinto or out of a rack because the slide rails can pinch your fingers.

Note:

• Your system is safety-certified as a free-standing unit and as a component for use in arack cabinet using the customer rack kit. It is your responsibility to ensure that the final



combination of system and rack complies with all applicable safety standards and localelectric code requirements.

• System rack kits are intended to be installed in a rack by trained service technicians.

Important:

• Two or more people are required to install components that are 2U or larger in a rackcabinet.

• Always load the rack from the bottom up, and load the heaviest item in the rack first.• Make sure that the rack is level and stable before extending a component from the rack.• Do not overload the AC supply branch circuit that provides power to the rack. The total

rack load should not exceed 80 percent of the branch circuit rating.• Ensure that proper airflow is provided to components in the rack:

- Do not block any air vents. Usually 15 cm (6 in.) of space provides proper airflow.- Install the server only in a rack cabinet with perforated doors.- Do not leave open spaces above or below an installed server in your rack cabinet.

To help prevent damage to server components, always install a blank filler panel tocover the open space and to help ensure proper air circulation.

• Do not step on or stand on any component when servicing other components in a rack.• Do not place any object on top of rack-mounted components.

Clearance requirements

Install the server in a rack that meets the following requirements:

• Minimum depth of 70 mm (2.76 inches) between the front mounting flange and inside ofthe front door if the server is installed in a cabinet.

• Minimum depth of 157 mm (6.18 inches) between the rear mounting flange and inside ofthe rear door if the server is installed in a cabinet.

• Minimum depth of 718 mm (28.27 inches) and maximum depth of 762 mm (30 inches)between the front and rear mounting flanges to support the use of the cable-management arm.

Hardware requirements

Avaya-provided equipment

Avaya provides the following equipment:• Server and power cord• Slide rails



• Cable management arm assembly• Cable management arm stop bracket• Cable management arm mounting bracket• Cable management support arm• Two 10–32 screws• Four M6 screws• Five small cable ties• One large cable tie• Other hardware as ordered, such as uninterruptible power source (UPS).

Customer-provided equipment

The customer must provide the following equipment:• Standard 19-inch four-post equipment rack that is properly installed and solidly secured.

The rack must meet the following standards:- American National Standards Institute and Electronic Industries Association

standard ANSI/EIA-310–D-92.- International Electrotechnical Commission standard IEC 297- Deutsche Industrie Norm standard DIN 41494

• Screws that come with the racks for installing the rails• #2 cross-point (Phillips) screwdriver or 3/8 inch flathead screwdriver• USB keyboard, USB mouse, and monitor must be available on the site for advanced

installation or troubleshooting.• Power from a nonswitched electrical outlet• Access to the network

Server specifications

Messaging supports the S8800 1U server. These servers arrive at your site with all appropriatecomponents and memory. You do not need to add anything to the servers on site. The followingtable lists the specification of the S8800 1U server.

Component Standard Server High Capacity StorageServer

Chassis 1U 1U

Processor Speed E5520 Quad-core 2.26 Ghzprocessor

E5520 Quad-core 2.26 Ghzprocessor



Component Standard Server High Capacity StorageServer

Number of Processors 1 1

System Memory 12 GB 12 GB

Ethernet Ports 2 2

RAID Type RAID 5 RAID 5

Disk 3 x 146Gb 10k rpm SAS harddisk drives

4 x 146Gb 15k rpm SAS harddisk drives

Standard Power Supply Dual power supplies Dual power supplies

Software requirements

Required software for Messaging

The following table lists the Web browser requirements for the Messaging system.

Software Supported versionsSystem Platform Internet Explorer 7

Mozilla Firefox 2Mozilla Firefox 3

User PreferencesSystem Management Interface

Internet Explorer 7Internet Explorer 8Mozilla Firefox 3.5Safari 4

The following table lists the software requirements for the Messaging system.

Software Supported versionsSystem Platform 6.0.0.0.11

Messaging 6.0

The following table lists the supported versions of Microsoft Outlook.

Software Supported versionsMicrosoft Outlook • 2003

• 2007

• 2010



Supported versions of Avaya productsThe following table lists the supported versions of the Avaya products.

Software Supported versionsAvaya Aura® SIP Enablement Services, 5.2.1

Avaya Aura® Session Manager, 6.0

Message Networking 5.2

Avaya one-X® Speech 5.2

Avaya one-X® Mobile 5.26.0

Avaya one-X® Communicator 5.26.0

Supported versions of third-party software

Avaya supports use of the documented software versions with the current release of thisproduct. These software versions are the minimum versions required by Avaya.

This release does not support operating systems, databases, Web servers, switches, or othersoftware platforms that are not documented here, unless stated otherwise in a Product SupportNotice.

Avaya will support subsequent updates and service packs that are released to providecorrections to a bug, defect, or problem for the documented software versions, so long as thoseupdates and service packs:

• Are guaranteed by the manufacturer to be backwards compatible with the supportedversion.

• Do not include changes to core functionality or new features.Avaya recommends that you test all updates and service packs subsequent to the supportedversions in a development environment before applying them to a production environment.

Security requirementsBefore implementing a Messaging system, ensure that the customer security staff reviews andapproves the Messaging deployment. This means that customers should engage the expertiseof their security staff early in the implementation process. The security staff must consider howthey will incorporate the Messaging system into their routine maintenance of virus protection,patches, and service packs.

For more information about system security, see the “Messaging and Security” section of theMessaging documentation library.



Additional security information

Additional security information and documentation about all Avaya products is available at theAvaya Security Advisories Web site (http://support.avaya.com/security). For example, you canfind information about the following:

• Avaya Product Security Vulnerability Response Policy• Avaya Security Vulnerability Classification• Security advisories for Avaya products• Software patches for security issues• Reporting a security vulnerability• Automatic e-mail notifications of security advisories

You can also find additional information about security practices at the National SecurityAgency Security Configuration Guides Web site (http://www.nsa.gov/snac).

Preparing your telephony server

Telephony overviewAvaya Aura Messaging is a SIP-based messaging system. However, when coupled with a SIPgateway, it supports a wide variety of analog, digital, and H323 telephony servers andtelephones.

In large organizations with specialized administration roles, the switch and messagingadministrators might be different individuals. If this is true for your organization, you may needto coordinate integration activities because some telephony parameters must be identical onthe telephony and application servers.

Configuration Notes

This chapter provides general information meant to assist you in making decisions about yourintegration. Avaya provides Configuration Notes with switch-specfic configuration information.You can download them from the Avaya Support Web site at http://www.avaya.com/support.



http://support.avaya.com/security

http://www.nsa.gov/snac


Resource managementYou need to ensure that your telephony server has a sufficient amount of resources dedicatedto messaging functionality. Variables for calculating capacity and determining how many SIPtrunks to dedicate to Messaging are:

• The amount of network traffic that flows through your messaging system• The number of ports reserved for messaging• The types of telephones your organization uses

Messaging ports

The total number of ports that you require determines how many SIP trunks to administer forMessaging.

Call answer portsCall answer ports handle any incoming call for:

• One call answer session• One voice-mail login session

They also handle outgoing calls initiated by the following Messaging features:• Reach Me• Call Sender• Notify Me

Some products, like AudioCodes and some older telephony servers, put an explicit limitationon how many call answer ports you can have. System Manager and SES do not.

Transfer portsTransfer ports are dedicated to outgoing transfer operations for the following Messagingfeatures:

• Auto Attendant• Personal Attendant

Systems with multiple sitesEach Messaging site has a one-to-one relationship with a telephony server. If your organizationuses more than one telephony server, then it has a multi-site messaging system and you mustrepeat administration activities on each telephony server in your telephony network.

Preparing your telephony server


Index

A

accessibility ..................................................................8additional security information ....................................50application role ......................................................36, 37application server

topology ...............................................................38attendant

personal attendant ...............................................24system attendant ..................................................24

AudioCodes ..........................................................39, 51Auto Attendant ...........................................23, 27, 35, 51Avaya Aura

Session Manager .................................................39SIP Enablement Services ....................................39

Avaya Aura®components .........................................................32overview ...............................................................31

Avaya one-X Communicator ......................................18Avaya one-X Mobile ...................................................18Avaya one-X Speech ..................................................18AxC .............................................................................37

B

Basic Speech Auto Attendant .....................................23

C

Call Sender .................................................................51Caller Applications ................................................28, 35Caller Applications Editor ...........................................28capacity planning ........................................................44centralized topology ...................................................38clearance requirements ..............................................46clustering ....................................................................37compatibility .................................................................9Configuration Notes ....................................................50

D

data collection ............................................................43desk phone .................................................................17dial plan ......................................................................38disaster recovery ........................................................11documentation ............................................................13

E

e-mail ..........................................................................35ELA .............................................................................22email copies ...............................................................20Enhanced List Applications ........................................22equipment

Avaya provided ....................................................46customer provided ...............................................47

extended absence greeting ........................................23

F

fax ...............................................................................28flexibility ........................................................................9front-end/back-end ................................................37, 38

centralized topology .............................................38decentralized topology .........................................38

G

gateway ................................................................39, 41AudioCodes .........................................................39

greetings .....................................................................23

H

hardware ....................................................................34

I

IMAP ...........................................................................35industry standards ........................................................9interoperability ............................................................12

AudioCodes gateways .........................................12Avaya products ....................................................12fax ........................................................................12third-party products ..............................................12

L

languages ...................................................................13LDAP ..........................................................................35License


management ........................................................27licensing .....................................................................43

M

message notifications .................................................20message privacy ........................................................26message waiting indicator ..........................................20Message Waiting Indicator .........................................35Messaging

benefits ..................................................................7overview .................................................................7software requirements .........................................48

migration ......................................................................9mobility .........................................................................8multi-site system

centralized ............................................................38decentralized ........................................................38

MWI ............................................................................20

N

networktopology ...............................................................37

network topology ........................................................36Notify Me .........................................................20, 35, 51

O

offline handling ...........................................................10one-number connectivity ..............................................9Outlook .......................................................................19

P

PDL ............................................................................21Personal Attendant .....................................................51personal distribution lists ............................................21personal greeting ........................................................23ports

call answer ...........................................................51transfer .................................................................51

ProVision ....................................................................12

R

RBAC .........................................................................27Reach Me .............................................................24, 51redundancy .................................................................10requirements ..............................................................49

resilience ....................................................................10

S

S8800 .........................................................................34S8800 1U Server ........................................................47safety instructions .......................................................45SAL gateway ..............................................................11scalability ....................................................................10security ............................................................10, 49, 50

additional information ...........................................50security requirements .................................................49server .........................................................27, 35–38, 50

centralized ............................................................38decentralized ........................................................38front-end/back-end ...............................................37management ........................................................27roles .....................................................................35single server .........................................................36telephony ........................................................37, 50types ....................................................................36

server roleapplication ......................................................36, 37storage .................................................................37

server specifications ...................................................47serviceability ...............................................................11Session Initiation Protocol ..........................................41SIP ..............................................................................41SMI .............................................................................27SMTP .........................................................................35speech recognition .....................................................21storage role ................................................................37supported versions .....................................................49switch ....................................................................37, 51

resources .............................................................51switch integration ........................................................41system broadcast message ........................................22system design ............................................................43System Management Interface ..................................27System Manager ........................................................34System Platform .........................................................32

T

telephonyintegrating with .....................................................35

telephony server ..............................................37, 50, 51multiple sites ........................................................51resources .............................................................51

text conversion ...........................................................25text notification ...........................................................35


text to speech .............................................................26toolbar ........................................................................19topology

centralized ............................................................38decentralized ........................................................38front-end/back-end ...............................................37network ................................................................37single server .........................................................36

traffic flow ...................................................................41TTS .............................................................................26TUI ..............................................................................35

U

User Management ......................................................26

User Preferences ..................................................25, 35

V

voice mail ...................................................................35

W

Web Access Mask ......................................................27


AvayaAuraMessagingOverviewandPlanning_601

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