‘Unified Messaging’ Using Your Cisco VOIP Phone

1. ‘Unified Messaging’Using YourCisco VOIP Phone Accessing your voicemail using your email program, Webmail (using browser) or your phone L:\Trgdocs\PHONES-VOIP-Cisco\Unified Messaging.ppt rev 08/2006)

2. Unified Messaging - College ‘Unity’ server[SendingVoice Mail to Email] • Tom Long (ECS – formerly CEDCC) • Administrator for the Unity server in College • College of Engineering - Unity ‘Unified Messaging’ Server • Set up to port voice mail to the email server in College • Users must have a College of Engineering mail account to use the unified messaging capability • FAX Server to be installed (future capability) • FAX capabilities would also be available • FAX’s received could be ported to College email server as attachments

3. How Does My VOIP Phone Work with My Email??? How do my VoiceMail messages get into my Email InBox?

4. University TNS (formerly OTC)‘VOIP’ (Voice Over IP) Servers CollegeServers College FAX Server (handles incoming FAX’s and sends to mail server) ‘Unity’ – Unified Messaging Services(handles VOIP voice mail and ties to our mail server) Exchange MAIL Server (College’s Email Server) ‘Call Manager’ Voice Mail Message sent to Email server Received FAX sent to Email server Incoming Call Received FAX sent to FAXl server Voice Message is saved as a .wav sound file attachment; FAX is also a file attachment Incoming Call HOME or Remote Location I can’t answer that-I’ll let voice mail pickup Voice Mail message Unity server OFFICE (w/ VOIP phone) University Centrex System Incoming Call No answer – Voice Mail left Incoming FAX • To check your voice mail, you can: • ON PHONE--Use the [Messages] button • ** OR ** • USING EMAIL - Check your email (if an Exchange client) • At home or a remote location, to check your mail (email, voice mail, fax) , you can: • Call 814-865-2700 to connect to your voice mail remotely (you’re prompted to enter ID (5-digit office phone #) & security password # (4-digit number) • ** OR ** • Log into your Exchange mail (WebMail, etc.), and check your email (if an Exchange client) • ENGR: https://mail.engr.psu.edu/exchange/

5. Let’s step through the process of listening to a voicemail message using your Email program • For this example, we’re going to use Outlook, but you can use Eudora, and other email programs • We’ll discuss the specific email issues if you’re email software or options you’ve set will need to be changed • We’ll launch our email program and look at the voicemail messages …

6. Voicemail Message in Outlook SUBJECT field indicates “Message from…” followed by either the person’s phone number, name (if caller is within ENGR and using a VOIP phone), or unidentified caller if caller ID is not available on caller’s phone FROM field indicates “Unity Messaging System… In Outlook, ‘Horn’ icon indicates voicemail message Paper clip icon indicates an attachment (voicemail is a .wav attachment) [same in Eudora]

7. Opening a Voicemail Message within Email • To open a voicemail message within your email program: • Simply doubleclick on the message to open it up • just as you would any normal message you’d receive • Doubleclick on the voicemail attachment (.wav file) • OR if you have Viewmail installed, the attachment will play automatically • Let’s open a message up …

8. Opening Voicemail Messages You open a voicemail message the same way you would any file attachment (in Outlook, Eudora, etc.) Open message and doubleclick on the .wav file attachment to play the voicemail message

9. Forwarding a Voicemail message to someone else… • You can forward a voicemail message to someone else once you’ve listened to the message • You forward just as you would any other email message you’ve received • Advantages: • No need to write a message to someone • The person gets the actual file attachment and simply doubleclicks on it to listen to the original message left • Let’s forward a voicemail message…

10. Forwarding a Voicemail Message Once message is selected, click Forward icon You can forward a voicemail message by selecting the message and using the Forward command in your email program, just as any other email message You forward a voicemail message the same way you would any message (in Outlook, Eudora, etc.)

11. Deleting your Voicemail Messages… • You should delete your voicemail messages that are no longer needed • Space on the server will be limited • There is a quota for each user regarding storage space for emails and attachments • You delete your voicemail messages just as you would any other email message you receive • Let’s delete a voicemail message…

12. Deleting a Voicemail Message Once message is selected, use the Delete icon of your email program (or any other Delete function you normally use in Outlook, Eudora, etc.) You can delete a voicemail message by selecting the message and using the DELETE command in your email program, just as any normal email message NOTE: Voicemails can be saved, just as you save any email message, but it will be important that you delete any unwanted & unnecessary voicemail messages because of the space used on the server. Simply delete as you normally would in your email program (Outlook, Eudora, etc.)

13. You can check your voicemail remotely using your Browser & Accessing Webmail • Using your browser, you can access Webmail to run your voicemail messages back, provided that you don’t have your mail forwarded from ENGR to another mail server and your voicemail messages are on the server • Example: If you’re at home or away from your office, you can use any browser to access your voicemail messages/email messages by connecting to Webmail • Let’s access our voicemail messages using Internet Explorer …

14. Accessing your Voice Mail Using Engineering’s Webmail Launch your browser from anywhere: https://mail.engr.psu.edu/exchange <you’ll get an alert that you’re going over a secure connection—click [OK]> <you’ll be asked to enter your ENGR network username & password>

15. WebMail (ENGR) looks like this from your browser… When using Webmail through your browser, notice that your voicemail messages will look identical – the paperclip will indicate the voicemail attachment, the FROM area will have ‘Unity Messaging System,’ and the SUBJECT area will have ‘Message from…’ – simply open the message and the attachment

16. EMAIL ISSUES Relating to Voicemail Forwarding Issues Do you need to change your current forwarding if you have multiple mail accounts? Options for Retrieving Voicemails Using phone Using Webmail (with your browser) Using your Email program

17. Your Email Program as well as any Forwarding you set will affect how you can access your voicemails… • Many users in the College have multiple email accounts • ENGR mail account • CAC (ITS) mail account (university) • Department mail account • Departments that are running their own mail server may have all users accessing mail from that server • The various VoIP phone/email capabilities will be dependent upon how you have your mail forwarded (if you have multiple accounts) • How you are forwarding your email will affect how you can access your voicemail messages • Using phone • Using Webmail • Using Email [provided that mail is on the server]

18. If you do have MULTIPLE Email accounts and are forwarding your email… If you forward your email from the ENGR mail server • You won’t be able to access your voicemails using your phone or using Webmail, but you can access the voicemails from your email program • Provided that the email/voicemail is on the server (EX: Eudora options ‘Leave mail on server’) • Let’s take a look at some typical scenarios concerning the forwarding issue on the following slides…

19. .wav file attachment Incoming Voicemail If you use ENGR and do NOT forward… ENGR Mail Server Unity Server NO FORWARDING SET • If you are using ENGR’s mail server and not forwarding to another mail server, you can access your voicemails by either: • Using a phone • Using ENGR’s Webmail • Using your email program Voicemail becomes .wav attachment Phone (at work or remote location) Email Launch your email program [provided that mail is on the server] Webmail https://mail.engr.psu.edu/exchange/

20. .wav file attachment .wav file attachment Incoming Voicemail NO NO If you forward your mail from ENGR to CAC(ITS)… ENGR Mail Server CAC(ITS) or another Mail Server Unity Server Voicemail becomes .wav attachment Forwarding set—attachment sent to another server Issue:If you forward your mail to the University’s mail server or another mail server other than ENGR’s mail server, your voicemails along with your emails will be forwarded and you will only be able to access your voicemails through your email program, NOT your phone or ENGR’s webmail Phone (at work or remote location) ENGR’s Webmail https://mail.engr.psu.edu/exchange/ Email Launch your email program [provided that mail is on the server]

21. .wav file attachment Incoming Voicemail EUDORA Users - If you use ENGR Mail Server, have Eudora email (POP client) , and do NOT forward to CAC (ITS)… ENGR Mail Server Unity Server NO FORWARDING SET to Univ. mail server NOTE: If you delete your voicemails through the phone or through your email program/web email, they are DELETED everywhere. Voicemail becomes .wav attachment Issue: Because Eudora ‘checks’ mail, your red light on handset will turn off and voicemail will appear as ‘read’ even though the voicemail is new You can access your voicemails via the phone but they will be identified as saved messages, not new voicemail Eudora Email Launch your email program [provided that mail is on the server] Phone (at work or remote location) ENGR’s Webmail https://mail.engr.psu.edu/exchange/ From office phone: Touch [Messages], enter password Touch 3 1 1 In EUDORA or using ENGR’s Webmail (using your browser), you will be able to access and listen to your voicemails at any time by accessing your email and checking your IN box for voicemail messages. If dialing in remotely, call 814-865-2700 Enter your 5-digit office phone # (ID) Enter your password, then touch 3 1 1

22. How to CHANGE your FORWARDING… • If you want to change your forwarding, visit: • http://www.ecs.psu.edu/training/networkmanual.htm • Scroll to the ‘VOIP Phone Information’ category • Select ‘VOIP - Forwarding Email to COE Mail Server’ • Identify what your current forwarding is, and follow the relevant instructions in the last column of the table

23. Change Forwarding to Engineering ENGR Mail Server (this info is available at www.ecs.psu.edu/training/networkmanual.htm )

24. Change Forwarding to Engineering Mail Server (cont’d)…

25. Eudora Options (Settings are Important) ( this info is available at www.ecs.psu.edu/training/networkmanual.htm )

26. Eudora Options (cont’d) …

27. MS Outlook Options – Most users are set up as Exchange clients, but if you’re set up as a POP Client using Outlook, options will matter…

28. Online Information on Voicemail • There is VOIP information available online • http://www.engr.psu.edu/unity • Some links will take you to the documentation available on the training webpages • http://www.ecs.psu.edu/training/networkmanual.htm • Let’s take a look at what’s available online…

29. Online Information – Unity Server http://www.engr.psu.edu/unity

30. Online Information – Our Training Website - Network User Manual Page http://www.ecs.psu.edu/training/networkmanual.htm VOIP Phone Information [presentations & documentation] (we’ll be adding info here)

31. Questions – HELP ?? • HELP • Phone Problems - TNS Support – 5-4662 • Email Problems – ECS (T. Long) – 3-6104 • Or email unity@engr.psu.edu • Remote Access to Voicemail • Dial-in Number 814-865-2700 • Enter ID (5-digit phone #) + password • Webmail https://mail.engr.psu.edu/exchange • Enter Engineering network username and password • Email program • Launch your email program and check voicemail messages • Remember – voicemail MUST be on the server to access the message • Training/Support • Training Home Page: http://www.ecs.psu.edu/training • Sue Pysher and Maria Ruth 863-4666 • spysher@engr.psu.edu or mruth@engr.psu.edu