Avaya Modular Messaging and Message Networking Call-Answer Message Response Improvements (CAMRI) Feature Description and Administration 26 July 2005 1. Introduction This document provides a consolidated view of the functionality of the Call-Answer Message Response Improvements, CAMRI, feature as well as installation and administration for the feature. This feature provides more response options to recipients of call-answer messages left by remote subscribers. The concept of remote subscribers involves networking two or more messaging systems together so that the “local system” learns about the subscribers with mailboxes residing on the “remote systems”. Modular Messaging systems with a Message Store Server (MM/MSS) can be networked directly to another MM/MSS. Modular Messaging systems also can be indirectly networked through a Message Networking system (MN) to a MM, traditional Intuity AUDIX, traditional Octel Aria, traditional Octel Serenade, or to other systems reached with VPIM. The solution is for customers with MM/MSS systems that are directly networked to another MM/MSS or indirectly networked to any other system supported by MN. 1.1 Terminology Term Definition ANI Automatic Number Identification (a synonym for CPN). Basis value The field compared with the “Map From” value. To apply mappings, the system examines the basis value for leading (leftmost digits) that match the “Map From” value. If so, those matched digits are replaced with the “Map To” value to generate the result. The term “basis value” is also known as the initialization type, because it determines the initial value considered for the result before the mapping is applied. Call-answer message A message left in a call-answer scenario. Call-answer scenario A situation where someone calls a subscriber where the PBX rings the subscriber’s desk phone and the subscriber does not answer, because they are busy on another call, choose not to answer, or are not present. The call then “covers” to the messaging system where it answers the call on behalf of the subscriber. The messaging system presents an interface to the caller, usually playing the greeting and giving the caller an opportunity to leave a message. CAMRI Call-Answer Message Response Improvements. A set of features chiefly intended to give call-answer message recipients a greater set of choices in responding to the message. Canonical telephone A telephone number formatted in a standard form that is generally usable by a number large number of persons. In the United States, this is a 10 digit number comprised of a 3-digit area code, a branch exchange of 3-digits, and 4 completing digits. Frequently, canonical telephone numbers are formatted with some punctuation. The punctuation is not accommodated on MSS and MN administration, and if it exists, should be discarded when comparing or dialing numbers. CPN Calling Party Number. Within this document CPN (and it its synonyms ANI, CLID, and CLIN as well as perhaps Caller ID, although that usually includes the name as well) refer always to numbers of callers for inbound calls. The CPN is the number passed from the PBX through the switch integration to the messaging system to identify the caller. CLID or CLIN Calling Line Identification Number (a synonym for CPN) GUI Graphical User Interface. Within this document GUI refers to any PC-based program for retrieving and sending messages, such as Microsoft Outlook and Netscape 7, including any “plug-ins” it may have, such as the Avaya Outlook Thick Client. MAS Messaging Application Server. A hardware platform running Microsoft Windows that performs the telephony and switch integration functions of a Modular Messaging system. MM Modular Messaging. A messaging system comprising of one or more Message Application Servers and a messaging store such as the MSS, Exchange, or Domino. MN Messaging Networking. An Avaya product that can interconnect a variety of messaging systems. MSS Message Store Server. An Avaya product that can act as a message store and administration database repository in a MM system. PBX Private Branch Exchange. A telephony switch. SMTP Simple Mail Transport Protocol – a mechanism for sending email messages between servers or from a client to a server. Telephone Number Internal MM phone number used internally to match the CPN. TTS Text-to-speech Transparent Dialplan Remote subscribers can be reached from the local system by dialing their native PBX extensions without any change. TUI Telephone User Interface. A system of prompts and DTMF menus for creating and retrieving messages as well as some mailbox self-configuration such as recording a personal greeting. VMD Voice Mail Domain. In MM/MSS systems, the collection of MASs and the MSS comprise a voice mail domain, equivalent to a single node in a messaging network. In a MM/Exchange or MM/Domino, the collection of subscribers in a VMD can span multiple Exchange or Domino message stores. VMSC Voice Mail System Configurator. This is a MAS Windows-based administration vehicle. VPIM Voice Profile for Internet Mail. VPIM version 1 is RFC 1911 and VPIMv2 is RFC 2421. VPIM specifies messages to be formatted and relayed according to a specific set of Internet conventions, such as MIME and SMTP. VPIM is intended to facilitate server-to-server message exchange, especially between voice message systems from different vendors. 2 2. Feature Description 2.1 Overview With CAMRI, when someone calls a Modular Messaging subscriber and leaves a message, the subscriber will be given additional options for responding to the caller when the caller is a subscriber within the messaging network participating in the CAMRI feature. In MM systems before CAMRI, reply-to-sender and call sender options were only available if the caller were a local subscriber. CAMRI also adds the possibility of responding to a “voice mail” (interpersonal) message by calling the sender. 2.2 Features With CAMRI, we are introducing administrative facilities for mapping rules so that CPNs can be associated with the telephone numbers of remote subscribers and dialing rules which indicate if and how return calls to identified calling subscribers are to be made. With all CAMRI features activated, in response to a local or remote subscriber calling an MM subscriber and leaving a call answer message, the local MM system can: • identify the caller who left the message (on the TUI with recorded name or TTS on the GUIs with text name) • allow the recipient to use the TUIs to respond to the message by constructing a reply message • allow the recipient to use the TUIs to respond to the message by calling the caller • allow the recipient to use the MM GUIs to respond to the message by constructing a reply message • generate an email containing the appropriate information if the called subscriber has configured the Notify Me feature (in Subscriber Options) to include the caller’s name and calling party number in the notification • call the recipient via other specified phone numbers if the called subscriber has configured the Call Me feature (in Subscriber Options) and the caller’s message meets the called subscriber’s previously provided criteria (such as originating identity and message importance). As mentioned earlier, CAMRI also adds the ability to call the sender when using the TUI to respond to any “voice mail” (interpersonal) message received from a remote subscriber. Modular Messaging already had the ability to call the sender who was a local subscriber. Modular Messaging already possessed the ability to use the identity of local subscribers, remote subscribers and arbitrary email addresses in Call Me rules through the inclusion of the desired mailbox email addresses in the “from” field of any Call Me rule. Since the CAMRI feature causes the MM to identify remote subscribers in call-answer scenarios, a rule may now fire in response to a call-answer message left by a remote subscriber in addition to its prior ability to act on rules in response to interpersonal voice-mail messages from the same originators. In regards to all of these new behaviors listed in this section, remote subscribers can be those with mailboxes on: • another MM/MSS that is directly networked • any messaging system reached through networking with an MN, including any of the following o an Intuity AUDIX, o an Octel Aria, o an Octel Serenade, o another MM/MSS, o a messaging system networked with VPIM, o a messaging system networked to an Intuity Interchange, o any of the above networked via one or more additional MNs. The feature can be configured, if desired, for a subset of a system’s remote subscribers. With such configuration, the features will only be available if the caller or message originator is one included in the defined configuration. 3 2.3 Steps to Obtain the Features CAMRI involves changes to both the MSS and MAS servers for MM and to the MN. There are two big steps to obtaining the CAMRI features. The first step is to install or upgrade to a set of software that has the feature, and secondly, to administer the systems appropriately. To obtain the CAMRI features for all MM/MSS systems in a messaging network, it is necessary to place the appropriate software on all of the MASs and MSSs as well as any MNs in the network. See section 3 of this document for installation references. This document discusses how to administer the systems. If the software is installed but the systems remain unadministered, then the messaging systems will work as before (at least in regards to the CAMRI aspects). In that case, full message response options will exist only for messages and calls received from other local subscribers. 2.4 A Brief Word on How CAMRI Works Messaging systems that are networked together in an enterprise normally share information about the subscribers on each system.