TDC Voicemail (AVA) - administrator guide

The voicemail in a nutshell

If a direct call to a Skype for Business user is left unanswered or the user's precense is Do not disturb the call is sent to TDC Voicemail - if activated on the user.

Here, the voicemail system checks the reason that the call may not be answered by checking the user's calendar (if there is a connection to Exchange in your solution) and checking the status of the user's Skype for Business client.

If an active calendar appointment exists in Outlook, the user's status is set to In a Meeting and the associated away message is played.

If no calendar appointment exists, Skype for Business status is retrieved as one of the following: Away, Busy, In a Call, Do Not Disturb or Offline. For each status, a specific message is played.

The caller is then given the option to press 1 to be redirected to your main number or press 2 to leave a voice message for the user. The voicemail is sent to the user's default email address as an attached file.

The default configuration

Standard setup is performed by TDC Erhverv with the voicemail profile [customer name]-VM_standard, which offers the following:

1. First, a shared welcome message is played with the option to switch to English

Welcome to the Voicemail service. Press 9 for Danish. The person you called ...

2. Next, the user's name, as well as the current Skype for Business status, are read from the following:

  • Away - The person is away
  • Busy - The person is busy
  • Offline - The person is not present
  • Busy in a call  - The person is busy on the phone
  • Do not disturb - The person will not be disturbed

3. Then the caller is offered the following options:

  • Press 1 for our main number
  • Press 2 to leave a message

Customizing the solution

It is possible to add one or more new voicemail profiles and customize them as needed. It could be one profile for a specific group of people, and another voicemail profile for another group.

The profiles are assigned to the individuals as needed.

Access to AVA voicemail can be found on your Competella Management Tools under AVA in the top menu.

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Create new voicemail profile

1. Click + New profile found by expanding Profiles.

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2. Name the profile and click Add.

3. Configure the profile features. 

  • Queue Number  Destination that voicemail can redirect to (see step 7 in this guide) - typically this is your main number and can be specified as either a sip address or a phone number.
    • Sip address syntax is: sip:xxx@domæne 
    • Telephone syntax is: tel: [country code + phone number]
  • In Languages set up the primary and (if needed) secondary language including the dial key that changes the language.
  • Bypass Profile is used to disable voicemail temporarily, and send the call to the bypass destination instead.
    • Bypass caller to – primary destination for the call (sip or tel) 
    • Bypass diverted caller to – secondary destination, if the primary leaves the call unanswered (sip or tel)

Then carry out a number of settings under the profile in the menu on the left.

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4. Under Welcome.

  • Set whether the welcome message is played to internal and/or external callers. 
    • Define the welcome message that is played as the first message and also states the option to change language - e.g. ”Welcome to Voicemail. Press 9 for Danish 
    • The message can be played as TTS - where the system reads the given text for each language - or as a sound file by clicking Edit and then Replace in the lower right corner.

5. Under Name. 

  • The setting of whether the system reads the name of the recipient of the call, or simply plays back a generic "The person you have called..."
    • Name reading can be done as TTS, where the user's Skype name is read out
    • The system can also retrieve the name from the user's Exchange account if this connection is already established.
    • A third option is for the user to call the Voicemail system afterwards and record his/her name.

6. Under Reason. 

  • These are the settings for which statusses that are handled.  
    • Use reason prompt – Default message that is played if no other exists 
    • Competella Activities - Not used in our setup
    • Exchange Meetings  Looks into the user's Exchange calendar. If there is an active calendar entry, the system gives the time the user is back.
    • Skype for Business status (the ones on the right) are gathered and the corresponding message is played. The messages can be read out as TSS or simply as playback of a sound file.

7. Under Internal Transfer.

  • This sets the dial options that the caller is given. This could be recording a message, call transfer to reception/main number, call transfor to a colleague or to the recipient's mobile phone.
    • Pick Input, Transfer Target (destination) and a message to play.

8. Under External Transfer you have the same options as under Internal Transfer  and differentiate how calls are handled depending on the caller. It could be that an internal caller is given the chance to be transferred to your own mobile phone and not to the reception, and an external caller is given a choice for the reception but NOT your mobile phone.

9. Click Summary & Save to review all the settings. 

Finally, click Save to create the profile. 

Note that you have the option to clone and delete at the bottom of the profile.

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Add a voicemail profile to a user

Find the user in selvbetjening.sky.tdc.dk and open the user profile. At the bottom of the page is the field Voicemail Profil. 

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Key in the name of the voicemail profile and click Save.

The voicemail profile settings are synchronized each night at 01:00 AM. 

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