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White Paper: Educating Information Workers About Unified Messaging - Part 4

 

Topic Last Modified: 2007-08-29

Jon Hoerlein, Technical Writer, Microsoft Exchange Server

September 2007

This white paper describes the new Unified Messaging (UM) client features that give UM-enabled users access to their e-mail and UM messages in their Microsoft Exchange Server 2007 mailbox. The new Unified Messaging client capabilities enable you to provide users simplified voice mail, e-mail, and fax message access options and an improved overall user experience.

Unified Messaging combines voice messaging, fax, and e-mail messaging into one store that can be accessed from a telephone and a computer. Exchange 2007 Unified Messaging integrates Microsoft Exchange with telephony networks and brings the Unified Messaging features to the core of Microsoft Exchange. Unified Messaging lets users access voice mail, e-mail, fax messages, and calendar information that is located in their Exchange 2007 mailbox from an e-mail client such as Outlook or Microsoft Outlook Web Access, from a mobile device that has Microsoft Exchange ActiveSync enabled, such as a Windows Mobile powered smartphone or a personal digital assistant (PDA), or from a telephone.

Objectives and acknowledgements   Much of the information in this white paper originally appeared as individual Help topics in the Exchange Server 2007 Help. In this white paper, we have combined this information to provide an end-to-end, printable guide that you can use to test and troubleshoot Unified Messaging.

noteNote:
To print this white paper, click Printer Friendly Version in the Web browser.

This section describes the new Unified Messaging (UM) client features that give UM-enabled users access to their e-mail and UM messages in their Microsoft Exchange Server 2007 mailbox. The new Unified Messaging client capabilities enable you to provide users simplified voice mail, e-mail, and fax message access options and an improved overall user experience.

Outlook Voice Access is a term that describes how subscribers retrieve e-mail messages from their individual mailbox by using an analog, digital, or cellular telephone and then by using touchtone or voice commands. When a UM-enabled user accesses their Exchange 2007 mailbox by using a telephone, they are presented with a series of voice prompts. These voice prompts help the user navigate the Unified Messaging system and enable the user to access their Exchange 2007 Inbox. Outlook Voice Access lets users retrieve, listen, reply, create, and forward voice or e-mail messages and listen to or change calendar information.

There are two Exchange 2007 Unified Messaging user interfaces available to subscribers: the Telephone User Interface (TUI) and the Voice User Interface (VUI). In Exchange 2007 these two interfaces together are called Outlook Voice Access. Outlook Voice Access can be used when a subscriber accesses the Unified Messaging system from an external or internal telephone to access their individual mailbox. This includes their personal e-mail, voice messages, contacts, and calendaring information in their Exchange 2007 mailbox.

noteNote:
For a copy of the Microsoft Exchange 2007 Unified Messaging Outlook Voice Access Quick Reference Guide, see the Microsoft Download Center.

The following scenarios demonstrate how Outlook Voice Access can be used for subscriber access:

  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to access voice mail. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To access your mailbox, please enter your extension. To contact someone, press the # key". After the user enters their mailbox extension number, the voice prompt will say, "Please enter your PIN and press the # key". After the user enters the PIN, the voice prompt says, "You have 2 new voice mails, 10 new e-mail messages, and your next meeting is at 10:00 A.M. Please say voice mail, e-mail, calendar, personal contacts, directory, or personal options". When the user says "E-mail", UM reads the message header and then the name, subject, time, and priority for the messages that are in the subscriber's mailbox.

  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to access voice mail. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To access your mailbox, please enter your extension. To contact someone, press the # key". After the user enters the mailbox extension, the voice prompt will say, "Please enter your PIN and press the # key". After the user enters their PIN, the voice prompt says, "You have 2 new voice mails, 10 new e-mail messages, and your next meeting is at 10:00 A.M. Please say voice mail, e-mail, calendar, personal contacts, directory, or personal options". When the user says "Calendar", UM says, "Sure, and which day should I open?" The user says, "Today's calendar". UM responds by saying, "Opening today's calendar". UM reads each calendar appointment for that day for the user.

    noteNote:
    If a Unified Messaging server encounters a corrupted calendar item in a user's mailbox, it will not read the item but will return the caller to the Outlook Voice Access main menu and will skip reading any additional meetings that may be scheduled for the rest of the day.
  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to access voice mail. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To access your mailbox, please enter your extension. To contact someone, press the # key". After the user enters the mailbox extension number, the voice prompt will say, "Please enter your PIN and press the # key". After the user enters the PIN, the voice prompt says, "You have 2 new voice mails, 10 new e-mail messages, and your next meeting is at 10:00 A.M. Please say voice mail, e-mail, calendar, personal contacts, directory, or personal options". The user says "Voice mail" and UM reads the message header and then the name, subject, time, and priority for the voice messages that are in the user's mailbox.

    importantImportant:
    For the VUI or Automatic Speech Recognition (ASR) to be used for subscriber access, it must be enabled on the UM dial plan to enable the VUI functionality as described in the earlier scenarios.
    noteNote:
    If speech recognition is enabled, users can access their UM-enabled mailbox by using speech input. However, subscribers can also use touchtone, also known as dual tone multi-frequency (DTMF), by pressing 0. Speech recognition is not enabled for PIN input.
  • From a telephone: An Outlook Voice Access user places a call to the subscriber access number from a telephone and wants to locate a person in the directory by spelling that person's e-mail alias. The voice prompt says, "Welcome. You are connected to Microsoft Exchange. To contact someone, press the # key". The user presses the # key, and then spells the name of the person they want to contact by using DTMF or touchtone inputs.

    noteNote:
    The directory search feature with subscriber access is not speech-enabled. Users will be able to spell the name of the person who they want to contact only by using DTMF inputs.
    importantImportant:
    In some companies (especially in East Asia), office telephones may not have letters on the keys of the telephone. This makes the spell-the-name feature that uses the DTMF interface almost impossible without a working knowledge of the key mappings. By default, Exchange 2007 Unified Messaging uses the E.161 key mapping. For example, 2=ABC, 3=DEF, 4=GHI, 5=JKL, 6=MNO, 7=PQRS, 8=TUV, 9=WXYZ.
    When inputting the combination of letters and numbers, for example "Mike1092", the numeric digits are mapped to themselves. For an e-mail alias of "Mike1092" to be entered correctly, the user must press the numbers 64531092. Also, for characters other than A-Z and 0-9, there will not be a telephone key equivalent. Therefore, these characters should not be entered. For example, the e-mail alias "mike.wilson" would be entered as 6453945766. Even though there are 11 characters to be input, only 10 digits are entered by the user because the period (.) does not have a digit equivalent.
importantImportant:
If you use Outlook Voice Access to delete the last message in your Inbox, you will be unable to undelete the message. If you need to access the e-mail message after you have deleted it by using Outlook Voice Access, you can use Outlook Web Access or Outlook to move the e-mail message back into the appropriate folder from the deleted items folder. You cannot use Outlook Voice Access to access the deleted items folder.

The Exchange ActiveSync protocol is used to connect mobile clients, such as those found on smartphones or personal digital assistants (PDAs), to an Exchange 2007 server and mailbox. There are many mobile devices that a user can use to access their Exchange 2007 mailbox and view e-mail and fax messages, view and change calendar information, and listen to their voice messages. Many wireless and mobile devices being used today can enable the user to be always connected to their Exchange 2007 mailbox.

For more information about ActiveSync, see Overview of Exchange ActiveSync.

Microsoft Office Outlook 2007 is the next generation e-mail client. By using Outlook 2007, a user can access their individual Exchange 2007 mailbox and view e-mail and fax messages in their Inbox, view and change calendar information, and listen to voice messages by using a Windows Media Player that is embedded inside the e-mail messages on their portable device or computer. By using the Outlook 2007 client, the user gains additional features, such as the Play on Phone functionality. For more information about the Outlook features for Exchange Unified Messaging, see "Outlook Features for Exchange Unified Messaging" later in this white paper.

noteNote:
 When you install Microsoft Office Outlook 2007 on a client computer, the Outlook 2007 Unified Messaging voice mail features are included. The Unified Messaging features for configuring voice mail are available only with Outlook 2007 and are not available with earlier versions of Outlook.

Outlook Web Access has been greatly enhanced to give users a set of Unified Messaging interfaces and tools that are comparable to a full-featured e-mail client like Outlook 2007. As in earlier versions of Outlook Web Access, the user can access their Exchange 2007 mailbox by using a compliant Web browser. However, similar to the Outlook 2007 e-mail client, the new Outlook Web Access offers the user a Windows Media Player that is embedded in the e-mail message that can be used to listen to voice messages and enables them to access other features such as Play on Phone.

noteNote:
When you use Exchange ActiveSync on a mobile device, you can listen to the attached .wma file that contains the voice mail message. The advanced Unified Messaging features that are found in the Outlook Web Access Premium client, such as the voice mail configuration options, are not available in Outlook Web Access Light.
CautionCaution:
When you use Outlook Web Access Light and Microsoft Internet Explorer Mobile on a mobile device, you may be able to listen to the .wma attachment in a voice message. However, this is not a supported configuration.

For more information about Outlook Web Access, see Overview of Outlook Web Access.

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When you enable a user for Exchange 2007 Unified Messaging (UM), the user can receive e-mail, voice, and fax messages into their individual Exchange 2007 Inbox. This section discusses the Outlook 2007 features for Exchange Unified Messaging that let a UM-enabled user who is using Outlook 2007 do the following:

  • Play a voice message from a message list or from Windows Media Player. This is integrated into an Outlook mail form.

  • Play a voice message on a telephone.

  • Configure individual voice mail settings.

    noteNote:
    Unified Messaging is only available for Exchange recipients who have mailboxes located on a server that is running Exchange 2007.

In the past, with many third-party unified messaging solutions, voice mail was received and then stored in a single location. It was retrieved by a user who was using a telephone, or routed to the user's Inbox to be played from an Outlook or Outlook Web Access client computer. Even if the unified messaging system was using a legacy version of Microsoft Exchange to store the voice mail data, the voice mail system and the client computer were not closely integrated and therefore did not provide a seamless voice mail experience for the user.

In voice mail environments such as these, when a user received a voice message, it arrived as an e-mail message with the voice mail message inside an attachment. The user had to open Windows Media Player or another media player installed on the client computer to play and listen to their voice mail messages. Because the Outlook or Outlook Web Access client computer and the third-party unified messaging system were not integrated, in addition to having to open an individual instance of a media player application, the user could not configure their individual voice mail settings from their e-mail client software. They had to change individual voice mail settings through a different software application or by using their telephone.

When UM-enabled users use Outlook 2007 or the version of Outlook Web Access that is included with Exchange 2007, they are given more voice mail options than Microsoft Exchange recipients who are using legacy versions of Outlook, Outlook Web Access, or Microsoft Exchange. Outlook or Outlook Web Access users, or users who connect to a legacy version of Microsoft Exchange, still receive their voice mail as a standard e-mail sound file attachment (*.wav or *.wma) and no voice mail configuration options are available to them.

noteNote:
When you use Exchange ActiveSync on a mobile device, you can listen to the attached *.wma file that contains the voice mail message. The advanced Unified Messaging features that are found in the Outlook Web Access Premium client, such as the voice mail configuration options, are not available in Outlook Web Access Light.
CautionCaution:
When you use Outlook Web Access Light and Internet Explorer Mobile on a mobile device, you may be able to listen to the .wma attachment in a voice message. However, this is not a supported configuration.

To offer a seamless voice mail experience for the user, Outlook 2007 and the version of Outlook Web Access that are included with Exchange 2007 offer Exchange 2007 UM–enabled users a full set of voice mail features. These features include many voice mail configuration options and the ability to play a voice message from either the reading pane by using an integrated Windows Media Player or from the message list.

noteNote:
Users must use a version of Windows Media Player no earlier than Windows Media Player version 7.0 to be able use the integrated media player and controls.

The Outlook 2007 features for Exchange Unified Messaging are included with the installation of Outlook 2007.After the Outlook 2007 software is installed and the user is UM-enabled, a voice mail tab that has voice mail configuration settings is available to the user from the Options menu.

noteNote:
The Outlook features for Exchange Unified Messaging are available only with Outlook 2007 and are not available with earlier versions of Outlook.

By using the Voice Mail tab, the user can configure settings such as telephone access numbers and the voice mail Play on Phone number and can reset a voice mail access PIN.

noteNote:
The Outlook 2007 Voice Mail tab is available only if the user is enabled for Unified Messaging.

With Outlook features for Exchange Unified Messaging, UM-enabled users can perform the following tasks:

  • Listen to voice messages without changing their context to another application.

  • Configure individual voice mail settings.

  • View all voice mail in one location.

  • Distinguish voice and fax messages from e-mail messages within their individual Inboxes using new icons. This includes unique notifications for new e-mail, voice, and fax messages.

  • Determine whether a voice message has already been played.

  • Add annotations to a voice mail message in a text box.

  • Reply to a voice message by using e-mail when the sender’s contact information is known.

  • Add received telephone numbers to Contacts by using the shortcut menu.

noteNote:
The Outlook features for Exchange Unified Messaging are included when you install Outlook 2007. However, the settings for the Unified Messaging features are maintained per user and not per computer.

The following sections in this white paper introduce and more fully discuss the Unified Messaging features that are found in Outlook 2007 and in Exchange 2007 Outlook Web Access:

  • Outlook Features for Exchange Unified Messaging: Voice Mail Form

  • Outlook Features for Exchange Unified Messaging: Play on Phone

  • Outlook Features for Exchange Unified Messaging: Voice Mail Options

noteNote:
Microsoft Exchange Server 2007 client support includes Office Outlook 2007, Microsoft Outlook 2003 and Microsoft Outlook 2002. Although Outlook 2000 and earlier clients are compatible, they are not supported on Microsoft Exchange Server 2007. For more information about Outlook and Exchange compatibility, see Outlook and Exchange Server Compatibility.

For more information about how to enable users for Unified Messaging, see How to Enable a User for Unified Messaging.

This section discusses the Outlook features for Exchange Unified Messaging that are available with Outlook 2007. By using the Outlook features for Exchange Unified Messaging, a UM-enabled user who is using Outlook 2007 can play a voice mail message from Windows Media Player using a new Outlook voice mail form.

noteNote:
After a voice message is received and opened, a voice mail form will be used. Other message types with voice attachments, for example, calendar replies, are treated as standard items and use default Outlook forms.

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The Outlook 2007 voice mail form resembles the default e-mail form, but gives users an interface for performing actions such as playing, stopping, or pausing voice messages, playing voice messages on a telephone, and adding and editing notes.

The voice mail form includes the embedded Windows Media Player and a notes field. The embedded Player and notes field are displayed in either the preview pane when you are previewing a voice message or in a separate window when the voice message is opened by the user. If a user is not enabled for Exchange 2007 Unified Messaging or Outlook 2007 has not been installed on the client computer, they receive voice messages only as attachments, and the voice mail form is not available.

noteNote:
To use the inline Windows Media Player in the voice mail form, users must use a version of Windows Media Player no earlier than Windows Media Player version 7.0. If the appropriate version of Windows Media Player is not installed, the inline player will not be rendered in the form, but other UM features will be available on the client computer.

The following three options are available in the voice mail form options:

  • Play   Users can play and listen to voice messages using computer speakers or headphones. After Play is clicked, the Windows Media Player will go into play mode.

  • Play On Phone   Users send a request to the UM server to play the selected voice message on the user’s telephone or at another telephone number specified by the user. After Play on Phone is clicked, the Play on Phone dialog box appears so that the user can configure and control the Play on Phone operation.

  • Edit Notes   The user opens the voice message and can add or edit notes or comments in the Notes field.

For more information about the Unified Messaging Voice Mail tab options, see "Outlook Features for Exchange Unified Messaging Voice Mail Options" later in this white paper.

For more information about the Play on Phone feature, see "Outlook Features for Exchange Unified Messaging: Play on Phone" later in this white paper.

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After a voice mail message arrives, users can either to listen to the voice mail message through their computer speakers or headphones or use the Play on Phone feature. The Play on Phone feature is included with the Outlook features for Exchange Unified Messaging (UM) in Microsoft Office Outlook 2007. This section discusses how a UM-enabled user can use the Play on Phone feature that is provided by Exchange 2007.

The Play on Phone feature lets UM-enabled users play voice messages over a telephone. If a UM-enabled user sits in an office cubicle, is using a public computer or a computer that is not enabled for multimedia, or is listening to a voice message that is confidential, the user might not want to or be able to listen to a voice message through their computer speakers. Or, they can play back the voice mail message using any telephone. This includes home, office, or cellular telephones.

The Play on Phone feature is available in Outlook 2007 and also in Exchange 2007 Outlook Web Access.

When the user clicks the Play on Phone toolbar option in the Outlook 2007 voice mail form, the Play on Phone dialog box appears. The Play on Phone dialog box provides the controls for selecting or inputting the telephone number to use to play a voice message, starting and ending the call, and a status message for monitoring the call.

noteNote:
Only one voice message can be played at the same time. If the user tries to start a second Play on Phone call while a previous call is still in progress, an error message will appear.

Users can see a list of telephone numbers they used most recently in the Play on Phone box. The telephone number that is specified on the Voice Mail tab is always displayed as the top entry and is automatically selected for the user as the primary number. Users can use the drop-down menu to select other telephone numbers to dial instead of the telephone number that is configured as the primary number. This feature is unavailable in Exchange 2007 Outlook Web Access.

noteNote:
To enable users who are using the Play on Phone feature to dial an external telephone number without using an outside line access code, for example 425-555-1234 instead of 9-425-555-1234, configure in-country/region dialing rules on a UM dial plan that include the following line: group1, 9xxxxxxxxxx, 91xxxxxxxxxx. After you have configured the in-country/region dialing rules, add this list to the UM mailbox policy.

The Play on Phone dialog box gives users the option to Dial and Hang-up. When the Play on Phone dialog box is first opened, the Dial button is enabled and the Hang-up button is disabled. After a call is placed, the Dial button becomes disabled until the call has ended. The call can be ended either by clicking the Hang-up button or by physically hanging up the telephone. Closing the Play on Phone dialog box using the Close button ends the call if one is in progress.

The bottom section of the Play on Phone dialog box displays the subject of the voice message, the date and time sent, and a message that displays the current state of the call. Any errors specific to the Play on Phone operation are displayed to the user in this section of the Play on Phone dialog box.

Play on Phone only performs simple validation on your input into the Play on Phone dialog box. Play on Phone does not validate telephone numbers. If a telephone number is not valid, the Microsoft Exchange Unified Messaging service returns a meaningful error code to the user.

For more information about the Unified Messaging voice mail form, see "Outlook Features for Exchange Unified Messaging: Voice Mail Form" earlier in this white paper.

For more information about how to configure Unified Messaging voice mail options, see "Outlook Features for Exchange Unified Messaging Voice Mail Options" later in this white paper.

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A user who is enabled for Microsoft Exchange Server 2007 Unified Messaging (UM) can configure several voice mail options in the Outlook features for Exchange Unified Messaging that are available with Microsoft Office Outlook 2007. This section discusses the Outlook 2007 Unified Messaging (UM) features that let a UM-enabled user who is using Outlook 2007 select and configure available voice mail options.

noteNote:
The voice mail configuration options on the Voice Mail tab in Outlook 2007 appear dimmed if a Unified Messaging server cannot be located on the network. These voice mail options are also unavailable if the user's mailbox is located on a server that is running an earlier version of Microsoft Exchange.
noteNote:
When you log on to a computer that is joined to a domain and you access the Voice Mail tab in Outlook 2007, you may be prompted to enter your credentials. This occurs because the default security settings in Internet Explorer are configured to allow an automatic logon only for Web sites that are listed in the Local intranet zone. To correct this issue, add the fully qualified domain name (FQDN) of the Client Access server to the Local intranet zone or configure the user authentication to use an automatic logon by using the current user credentials in Internet Explorer.

By using the options in the Telephone Access section on the Voice Mail tab, users can set telephone access numbers, reset their voice mail PIN, and select the e-mail folder that they will access when they use Outlook Voice Access.

Telephone Access Numbers

The Telephone Access Numbers box specifies the telephone number or telephone numbers that users can dial to access their messages, calendar, and contacts by using Outlook Voice Access. The numbers that are in this box are known as subscriber access numbers, pilot ID numbers, pilot IDs, or pilot numbers, and are configured on a UM dial plan. The telephone access numbers that are listed in this box are configured in the Telephone access numbers section on the Subscriber Access tab of a UM dial plan. These telephone numbers apply to all users who are members of the UM dial plan. For more information about how to configure a UM dial plan, see How to Modify a Unified Messaging Dial Plan.

Reset Voice Mail PIN

The Reset PIN button lets users reset their voice mail PIN. The PIN is used to access their mailbox and calendar information. For more information about how to reset a voice mail PIN, see "How to Reset the Voice Mail PIN" later in this white paper.

Selecting an E-Mail Folder

The Choose the folder to read when accessing e-mail messages from a phone option lets users specify which e-mail folder to read e-mail, voice mail, or other messages from when they use Outlook Voice Access. The Change Folder button lets users select which mailbox folder will be read. By default, the Inbox is selected as the folder to use when users access messages from a telephone by using Outlook Voice Access. For more information about how to configure the e-mail folder for Outlook Voice Access, see "How to Configure the E-Mail Folder for Outlook Voice Access" later in this white paper.

Users can configure several voice mail options in the Voice Mail section of the Voice Mail tab. These options include the Play on Phone telephone number and voice mail greetings.

Play on Phone Number

The telephone number in the Play on Phone number box determines the telephone number that the Unified Messaging system calls when the user is using the Play on Phone feature. By default, the telephone number is set to the user's extension number, but can be changed by the user. For more information about how to configure a Play on Phone number, see "How to Configure a Play on Phone Number" later in this white paper.

Voice Mail Greetings

Users can use the Choose the greeting played to callers when leaving a message option on the Voice Mail tab to select the type of greeting that callers will hear when they reach the user's voice mail.

  • Voice-mail greeting is the default selection and is the regular voice mail greeting. It is the greeting that is used when the user is in the office but away from their desk for a short time.

  • The Out of Office voice mail greeting is generally used when a user is not in the office or is away for an extended time.

For more information about how to record a voice mail greeting, see "How to Record Voice Mail Greetings" later in this white paper.

For more information about how to select a voice mail greeting, see "How to Choose a Voice Mail Greeting" later in this white paper.

Play or Record a Greeting on Your Telephone

Clicking the Call button calls the Play on Phone number and plays the greeting to the user on their telephone. Users can also use this option to play or record a new greeting from a telephone.

Missed Call Notifications

Users can specify whether they want to receive missed call notification messages from the Exchange 2007 Unified Messaging server by using the Send an e-mail to my Inbox when I miss a phone call check box. When this box is selected, the user receives notifications when callers try to contact them but do not leave voice messages. By default, the Send an e-mail to my Inbox when I miss a phone call box is selected.

For more information about how to enable missed call notifications, see "How to Enable Missed Call Notifications" later in this white paper.

For more information about how to disable missed call notifications, see "How to Disable Missed Call Notifications" later in this white paper.

noteNote:
For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange Server 2007 and Autodiscover must be configured correctly.

There are keyboard shortcuts to help users configure or select voice mail options. The following table lists the keyboard shortcuts that are available for voice mail options.

 

To do this Press

Reset the telephone access PIN

ALT+R

Select the e-mail folder to read when you use Outlook Voice Access

ALT+F

Enter the Play on Phone number

ALT+P

Select the voice mail greeting

ALT+V

Select the Out of Office greeting

ALT+O

Dial the number to play or record a greeting on the telephone

ALT+D

Enable or disable Missed Call Notifications

ALT+S

For more information about the Unified Messaging voice mail form, see "Outlook Features for Exchange Unified Messaging: Voice Mail Form" earlier in this white paper.

For more information about the Unified Messaging Play on Phone feature, see "Outlook Features for Exchange Unified Messaging: Play on Phone" earlier in this white paper.

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This section explains how to use the Voice Mail tab configuration options in Outlook 2007 to reset the PIN that is used to access your mailbox using Outlook Voice Access. After you have connected to your Exchange 2007 mailbox using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting an Outlook Voice Access PIN and recording voice mail greetings and missed call notifications.

When a user clicks the Reset PIN button to reset their Outlook Voice Access PIN, a Unified Messaging server generates a temporary PIN and sends it to the user's mailbox in an e-mail message. After the user receives the temporary PIN, they can use it to log on to their mailbox, and then change the temporary PIN to a PIN of their choice to be used with Outlook Voice Access.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly.
To use the Outlook 2007 voice mail options to reset your Outlook Voice Access PIN
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. In the Telephone Access section, in the Reset the PIN used to access your mailbox from a phone. You will receive your temporary PIN in an e-mail message option, click Reset PIN.

  4. In the Microsoft Office Outlook window, click OK. A temporary PIN will be generated and sent to the user's Inbox.

  5. Click OK to close the Options window.

noteNote:
The temporary PIN will comply with the PIN policies that are defined on the UM mailbox policy that is associated with the user's mailbox. For example, if the PIN policy is configured to set the minimum number of digits in PINs to 6, a PIN will be generated with 6 digits. For more information about PIN policies, see How to Set PIN Policies for Unified Messaging Users.

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This section explains how to use the Voice Mail tab configuration options in Microsoft Office Outlook 2007 to turn a voice mail greeting on or off. After you have connected to your Microsoft Exchange Server 2007 mailbox by using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting a voice mail PIN, recording voice mail greetings, and specifying the e-mail folder to read when a user connects to their mailbox using Outlook Voice Access from a telephone. The e-mail folder that is configured in the voice mail options is the folder in the user's mailbox that will be accessed when the user is using Outlook Voice Access.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly.
To use the Outlook 2007 voice mail options to configure the e-mail folder that will be used with Outlook Voice Access
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. In the Telephone Access section, in the Choose the folder to read when accessing e-mail messages from a phone option, click the Change Folder button.

  4. In the Select Folder window, locate the folder in the user's mailbox, and then click OK.

  5. Click OK to save your changes.

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This section explains how to use the Voice Mail tab configuration options in Outlook 2007 to turn a voice mail greeting on or off. After you have connected to your Exchange 2007 mailbox using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting an Outlook Voice Access PIN and recording voice mail greetings and missed call notifications.

Users can use the Play on Phone number to record personalized voice mail greetings and to play their voice mail messages over a telephone. The telephone number that is specified here will be used when you receive a voice message in your inbox and you click the Play on Phone option to hear this voice mail message, or when you want to create and edit personalized voice mail greetings. For more information about how to record personalized voice mail greetings, see How to Record Voice Mail Greetings.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly. For more information about the Autodiscover service, see Managing the Autodiscover Service.
To use the Outlook 2007 voice mail options to configure a Play on Phone number
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. In the Voice Mail section, in the Play on Phone number option, enter the telephone number that you want to call to play your voice messages over a telephone or to record your personalized voice mail greetings.

  4. Click OK to save your changes.

noteNote:
To enable users who are using the Play on Phone feature to dial an external telephone number without an outside line access code, for example 425-555-1234 instead of 9-425-555-1234, configure in-country/region dialing rules on a UM dial plan that include the following line: group1, 9xxxxxxxxxx, 91xxxxxxxxxx. After you have configured the in-country/region dialing rules, add this list of dialing rules to the UM mailbox policy. For more information about how to create and configure UM dial plans, see Managing Unified Messaging Dial Plans. For more information about how to create and modify UM mailbox policies, see Managing Unified Messaging Mailbox Policies.

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This section explains how to use the Voice Mail tab configuration options in Outlook 2007 to select a voice mail greeting. After you have connected to your Exchange 2007 mailbox using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting an Outlook Voice Access PIN and voice mail greetings and missed call notifications.

A voice mail greeting is a greeting that callers hear before they leave a voice mail message. When the Voice mail greeting option is selected, a voice mail greeting is played to callers. If the Out of Office voice mail greeting is selected when you are out of the office, callers will hear an Out of Office greeting. By default, a standard, non-personalized voice mail greeting is played to callers. However, users can record their personal voice mail greetings by using the voice mail options that are available in Outlook 2007.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly.
To use the Outlook 2007 voice mail options to choose the voice mail greeting to be heard by callers
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. In the Voice Mail section, in the Choose the greeting played to callers option, select the Voice mail greeting option to play your voice mail greeting or select the Out of Office voice mail greeting option to play your Out of Office greeting.

    noteNote:
    By default, if you select the Voice mail greeting option, callers will hear only a standard voice mail greeting. If you want to record a personalized voice mail greeting, select Voice mail greeting, click the Call button, and then follow the directions of the Unified Messaging operator. Also, if you select the Out of Office voice mail greeting option and want a personalized Out of Office voice mail greeting, click the Call button, and then record your Out of Office voice mail greeting.
  4. Click OK to save your changes.

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This section explains how to use the Voice Mail tab configuration options in Microsoft Office Outlook 2007 to record a voice mail greeting. After you have connected to your Exchange 2007 mailbox using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting a voice mail PIN and recording voice mail greetings and missed call notifications.

Voice mail greetings are the greetings that callers hear before they leave a voice mail message. If the recipient of the voice mail message is in the office, the voice mail greeting is played to callers. If the recipient has set their status to Out of Office, the Out of Office greeting is played to callers. By default, standard voice mail greetings are played to callers. However, you can record both personalized voice mail and Out of Office greetings.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • A Play on Phone number is configured.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly. For more information about the Autodiscover service, see Managing the Autodiscover Service.
To use the Outlook 2007 voice mail options to record a voice mail greeting
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. In the Voice Mail section, in the Choose the greeting played to callers option, select the appropriate voice mail greeting. If you want to personalize the voice mail greeting to use when you are in the office, select the Voice mail greeting option. If you want to personalize your Out of Office greeting, select Out of Office voice mail greeting.

  4. Click the Call button. A telephone call will be placed to the telephone number that is specified in the Play on Phone number text box.

  5. After you receive the call on the telephone that you called, follow the directions that are provided by the Exchange 2007 Unified Messaging operator to record your personalized voice mail greeting.

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This section explains how to use the Voice Mail tab configuration options in Outlook 2007 to enable missed call notifications. After you have connected to your Exchange 2007 mailbox using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting an Outlook Voice Access PIN and voice mail greetings and missed call notifications. By default, missed call notifications are enabled. However users can later specify that they want to receive missed call notification messages in their Inbox if missed call notifications had been previously disabled.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • Missed call notifications are disabled for the user.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly.
To use the Outlook 2007 voice mail options to enable missed call notifications
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. Select the Send an e-mail message to my Inbox when I miss a phone call check box.

  4. Click OK to accept your changes.

You can use the Exchange Management Shell to configure missed call notifications for a user. However, you cannot configure missed call notifications by using the Exchange Management Console. For information about syntax and parameters, see Set-UMMailbox. To perform this procedure, the account you use must be delegated the Exchange Recipient Administrator role

Or, you can use the Exchange Management Console or the Exchange Management Shell to configure a UM mailbox policy to turn on or off missed call notifications for a group of users by correctly configuring a UM mailbox policy and then associating the users with the UM mailbox policy. For more information about how to manage UM mailbox policies, see Managing Unified Messaging Mailbox Policies. To perform this procedure, the account you use must be delegated the Exchange Organization Administrator role.

For more information about permissions, delegating roles, and the rights that are required to administer Exchange 2007, see Permission Considerations.

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This section explains how to use the Voice Mail tab configuration options in Outlook 2007 to disable missed call notifications. After you have connected to your Exchange 2007 mailbox using Outlook 2007 and the administrator has enabled your user account for Unified Messaging, you can configure multiple voice mail options. These options include resetting an Outlook Voice Access PIN and voice mail greetings and missed call notifications.

Users can specify that they do not want to receive missed call notification messages in their Inbox by clearing the Send an e-mail message to my Inbox when I miss a phone call check box.

noteNote:
The voice mail options found in Outlook 2007 are also available in Exchange 2007 Outlook Web Access.

To perform the following procedures on a client computer that has Outlook 2007 installed, the user must be logged on to their Exchange 2007 mailbox with their domain account.

Also, before you perform these procedures, confirm the following:

  • The Unified Messaging server role is installed on a server that is running Microsoft Exchange 2007.

  • The Exchange 2007 recipient is currently enabled for Unified Messaging.

  • Missed call notifications are enabled for the user.

  • A UM dial plan has been created.

  • A UM mailbox policy has been created.

    noteNote:
    For many of the voice mail options that are included in Outlook 2007 and Exchange 2007 Outlook Web Access to function correctly, the Client Access server role must be installed on a computer that is running Exchange 2007 and Autodiscover must be configured correctly.
To use the Outlook 2007 voice mail options to disable missed call notifications
  1. In Outlook 2007, from the toolbar, click Tools, and then click Options.

  2. Click the Voice Mail tab.

  3. Clear the Send an e-mail message to my Inbox when I miss a phone call check box.

  4. Click OK to accept your changes.

You can use the Exchange Management Shell to configure missed call notifications for a user. However, you cannot configure missed call notifications by using the Exchange Management Console. For information about syntax and parameters, see Set-UMMailbox. To perform this procedure, the account you use must be delegated the Exchange Recipient Administrator role.

Or, you can use the Exchange Management Console or the Exchange Management Shell to configure a UM mailbox policy to turn on or off missed call notifications for a group of users by correctly configuring a UM mailbox policy and then associating the users with the UM mailbox policy. For more information about how to manage UM mailbox policies, see Managing Unified Messaging Mailbox Policies. To perform this procedure, the account you use must be delegated the Exchange Organization Administrator role.

For more information about permissions, delegating roles, and the rights that are required to administer Exchange 2007, see Permission Considerations.

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Use the information in the following appendixes to help you configure Unified Messaging information worker settings:

  • Outlook Voice Access User Scenarios

  • Outlook Voice Access Quick Reference Guide

  • Outlook Voice Access Command Reference

Outlook Voice Access is a feature in Microsoft Exchange Server 2007 Unified Messaging (UM) that enables users to retrieve e-mail messages from their mailbox by using an analog, digital, or cellular telephone. They can then interact with their mailbox by using touchtone or voice commands.

The Outlook Voice Access Quick Reference Guide includes a graphic representation of all the Outlook Voice Access menu options and how to navigate the menu system. To download a copy of the Quick Reference Guide, see the Microsoft Download Center.

When a UM-enabled user accesses their Exchange 2007 mailbox by using a telephone, they are presented with a series of voice prompts. These voice prompts help them navigate the Unified Messaging system and enable them to access their mailbox. Outlook Voice Access lets users do the following:

  • Retrieve, listen to, reply to, create, and forward voice or e-mail messages.

  • Listen to or change calendar information.

  • Change personal options, such as changing a PIN, or call or send a voice message to a personal contact.

    noteNote:
    Automatic Speech Recognition (ASR) enables callers to use voice inputs to navigate the menus in Unified Messaging. Currently, ASR is available only in English. However, ASR support for other languages is planned for a future release. If a user has configured a language other than English by using Microsoft Office Outlook Web Access, they will be able to interact with the system only by using touchtone inputs.

Users can listen to, reply to, create, and forward unread e-mail messages by using the telephone. For example, users who expect an important e-mail message and do not have access to the Internet can use a mobile telephone to dial the subscriber access number or the number that is used for Outlook Voice Access. After the user enters their extension number, enters their PIN, and then says, "E-mail", the Unified Messaging server will access the user's mailbox and read the unread e-mail. When the Unified Messaging server reads an e-mail message, the user can say one of the following:

  • "Reply", to reply to the sender.

  • "Reply all", to reply to all recipients on the e-mail message.

  • "Forward", to forward the e-mail message to another user.

  • "Flag", to flag the message for follow up.

  • "Hide", to hide the conversation.

Listen to E-Mail Messages

To listen to e-mail messages by using the voice user interface (VUI), the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 1:

  1. Say "E-mail" to access e-mail.

  2. The Unified Messaging server will read the name, subject, time, and priority of the first unread e-mail message.

  3. The user can then say one of the following:

    • "Next message", to mark the message as Read and go to the next e-mail message.

    • "Mark Unread", to keep the message marked as Unread and go to the next message.

    • "End", to jump to the end of the message.

    • "Delete", to delete the message.

Figure 1   Listening to e-mail messages by using the VUI

Listen to E-mail Messages VUI

To listen to e-mail messages by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 2:

  1. Press 2 to access e-mail.

  2. The Unified Messaging server will read the name, subject, time, and priority of the first unread e-mail message.

  3. The user can then press one of the following options:

    • The pound (#) key, to mark the message as Read and go to the next e-mail message.

    • 9, to keep the message marked as Unread and go to the next message.

    • 33, to jump to the end of the message.

    • 7, to delete the message.

Figure 2   Listening to e-mail messages by using the touchtone interface

Listening to E-mail with the Touchtone Interface

Reply to E-Mail Messages

To listen to e-mail messages and then reply by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 3:

  1. Say "E-mail" to access e-mail.

  2. Say "Next message" repeatedly until they reach the e-mail message to which they want to reply.

  3. Listen to the message or say "End" to go to the end of the message.

  4. Say one of the following:

    • "Reply", to reply to the sender.

    • "Reply all", to reply to the sender and all other recipients.

    • "Forward", to forward the message to another user or group.

  5. Record a reply and then hang up, remain silent, or press any key. To accept the reply message and send it, say "Send it".

Figure 3   Replying to an e-mail message by using the VUI

Replying to E-mail with the VUI

To listen to e-mail messages and then reply by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 4:

  1. Press 2 to access e-mail.

  2. Press # repeatedly until they user reach the e-mail message to which they want to reply. Press 9 to mark the message as Unread.

  3. Listen to the message or press 33 to go to the end of the message.

  4. Press 8 to reply to the sender, press 88 to reply to the sender and all other recipients, or press 6 to forward the message to another user or group.

  5. Record a reply, and then press #. To accept the reply message and send it, press 1.

Figure 4   Replying to an e-mail message by using the touchtone interface

Replying to E-mail with the Touchtone Interface

Listen to the Next Unread E-Mail Message

To listen to an e-mail message and then go to the next unread message by using the VUI, users must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 5:

  1. Say "E-mail".

  2. Say "Next Unread". Say "Mark Unread" if they want to mark the message as Unread.

Figure 5   Reading the next unread e-mail message by using the VUI

Read the Next Unread E-mail

To listen to an e-mail message and then go to the next Unread message by using the touchtone interface, users must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 6:

  1. Press 2 to access e-mail.

  2. Press ## to listen to the next unread message. Press 9 to mark the message as Unread.

Figure 6   Reading the next unread e-mail message by using the touchtone interface

Read the Next Unread Email

Flag an E-Mail Message for Follow Up

To listen to e-mail messages and flag messages for follow up by using the VUI, users must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 7:

  1. Say "E-mail" to access e-mail.

  2. Say "Next message" repeatedly until they reach the e-mail message that they want to flag for follow up. Say "Mark Unread" to mark the message as Unread.

  3. Listen to the message or say "End" to go to the end of the message.

  4. Say "Flag" or "Flag for follow up" to flag the message for follow up.

Figure 7   Flagging an e-mail message for follow up by using the VUI

Flag Email For Follow Up

To listen to e-mail messages and flag messages for follow up by using the touchtone interface, users must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 8:

  1. Press 2 to access e-mail.

  2. Press # repeatedly until they reach the e-mail message that they want to flag for follow up. Press 9 to mark the message as Unread.

  3. Listen to the message or press 33 to go to the end of the message.

  4. Press 0 (zero) two times to access more options.

  5. Press 44 to flag the message for follow up.

Figure 8   Flagging an e-mail message for follow up by using the touchtone interface

Flag E-mail for Follow Up

Hide a Conversation

To listen to e-mail messages and hide a conversation so that UM will not continue to read other e-mail messages that are in the same e-mail conversation by using the VUI, users must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 9:

  1. Say "E-mail" to open e-mail.

  2. Say "Next message" repeatedly until they reach the e-mail message that they want. Say "Mark Unread" to mark the message as Unread.

  3. Listen to the message or say "End" to go to the end of the message.

  4. Say "Hide" or "Hide conversation" to hide the conversation. The next e-mail message will be read.

Figure 9   Hiding a conversation by using the VUI

Hide an E-mail Conversation

To listen to e-mail messages and hide a conversation so that UM will not continue to read other e-mail messages that are in the same e-mail conversation by using the touchtone interface, users must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 10:

  1. Press 2 to access e-mail.

  2. Press # until they reach the e-mail message that they want to hide. Press 9 to mark the message as Unread.

  3. Listen to the message or press 33 to go to the end of the message.

  4. Press 99 to hide the conversation. The next e-mail message will be read.

Figure 10   Hiding a conversation by using the touchtone interface

Hide E-mail Conversation
noteNote:
When a conversation is hidden, it is hidden only for the current session. If a user logs off and then logs on to their mailbox again, Unified Messaging will read e-mail messages that are in the same conversation.

Users can listen to, reply to, create, and forward items in their calendar over the telephone.

For example, a user has a meeting at 10:00 A.M. However, because of some unexpected delays, the user will be 15 minutes late. The user can inform the other meeting attendees that they will be late by calling the telephone number for Outlook Voice Access, logging on to their Exchange 2007 mailbox, and then accessing the list of meetings for that day in their calendar. After Unified Messaging reads the meeting request for the 10:00 A.M. meeting, the user can use the "I'll be late" feature to inform all the meeting attendees that they will be 15 minutes late. Each attendee will receive an e-mail message that informs them that the user will be 15 minutes late. The user also has the option to attach a voice mail message.

In another example, a user may have an important client who decides to schedule an all-day meeting on very short notice. The user must cancel all other meetings for that day in the simplest possible way. By using the "Clear my calendar" feature, users can quickly and easily clear their calendar for the whole day.

Send an I'll Be Late Message

To send an "I'll be late" message to meeting participants by using the VUI, the user must dial the Unified Messaging subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 11:

  1. Say "Calendar for today".

  2. Listen to the meeting request.

  3. After the meeting request has been read, say "I'll be late".

  4. When Unified Messaging asks "How late?" say "10 minutes".

  5. When Unified Messaging asks "Do you want to record a message?" say "Yes". Record the message, and then say "Send it".

Figure 11   Sending an "I'll be late" message by using the VUI

Send an I'll BeLate

To send an "I'll be late" message to meeting participants by using the touchtone interface, the user must dial the Unified Messaging subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 12:

  1. Press 3 to access their calendar.

  2. Listen to the meeting requests to locate the meeting for which to send an "I’ll be late" message.

  3. After the meeting request has been read, press 3.

  4. When Unified Messaging asks "How late?" enter 10 on the telephone key pad.

Figure 12   Sending an "I'll be late" message by using the touchtone interface

Send an I'll Be Late Message

Cancel a Meeting

To cancel a meeting, the user must be the meeting organizer. To cancel the meeting by using the VUI, the meeting organizer must dial the UM subscriber access number, enter the extension number and PIN, and then do the following, as shown in Figure 13:

  1. Say "Calendar for today" to access their calendar.

  2. Listen to the meeting request.

  3. After the meeting request has been read, say "Cancel meeting".

  4. Confirm the meeting cancellation by saying "Yes".

  5. After UM asks whether the meeting organizer wants to attach a recorded message, say "Yes". Record the message, and then say "Send it".

Figure 13   Canceling a meeting by using the VUI

Cancel a Meeting

To cancel a meeting, the user must be the meeting organizer. To cancel the meeting by using the touchtone interface, the meeting organizer must dial the UM subscriber access number, enter the extension number and PIN, and then do the following, as shown in Figure 14:

  1. Press 3 to access their calendar.

  2. Listen to the meeting requests to locate the meeting to cancel.

  3. Press 7 to cancel the meeting.

  4. If the meeting organizer chooses to send a voice message, they can then press one of the following options:

    • # to stop recording the message.

    • 1 to accept the recorded message.

Figure 14   Canceling a meeting by using the touchtone interface

Cancel a Meeting

Clear a Calendar

To clear their calendar by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 15:

  1. Say "Calendar for today" to access the calendar.

  2. Say "Clear my calendar".

  3. Enter the time or the number of days to be cleared.

  4. After UM asks whether to attach a recorded voice message, say "Yes", record the message, and then say "Send it". If the user does not want to send an attached recorded voice message, say "No".

Figure 15   Clearing a calendar by using the VUI

Clear My Calendar

To clear their calendar by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 16:

  1. Press 3 to access their calendar.

  2. Press 00 to go to the More Options menu.

  3. Press 77 to clear their calendar.

  4. Enter the number of hours to clear from the calendar.

  5. If the user chooses to send a voice message, they can do one of the following:

    • Press # to not send a voice message

    • Record the voice message when prompted, press # to stop recording the message, and then press 1 to accept the recorded message.

Figure 16   Clearing a calendar by using the touchtone interface

Clear My Calendar

Accept a Meeting Request

To accept a meeting request by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 17:

  1. Say "E-mail" to access their e-mail.

  2. Listen to the e-mail message that contains a meeting request.

  3. Say "Accept" to accept the meeting request.

Figure 17   Accepting a meeting request by using the VUI

Accept a Meeting Request

To accept a meeting request by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 18:

  1. Press 2 to access e-mail.

  2. Listen to the e-mail message that contains a meeting request.

  3. Press 4 to accept the meeting request.

Figure 18   Accepting a meeting request by using the touchtone interface

Accept a Meeting Request

Reply to a Meeting Request

To reply to a meeting request by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 19:

  1. Say "Calendar for today".

  2. Listen to the meeting requests to locate the meeting request to reply to.

  3. Say "More options" to open the More Options menu.

  4. Say "Reply" to reply to the meeting organizer.

  5. Record a message.

  6. Say "Send it".

Figure 19   Replying to a meeting request by using the VUI

Replying to a Meeting Request
  1. To reply to a meeting request using the by touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 20:

  2. Press 3 to access their calendar.

  3. Listen to the meeting requests to locate the meeting request to reply to.

  4. Press 00 for more options.

  5. Press 8 to reply to the meeting organizer.

  6. Record a message, and then press #.

  7. Press 1 to accept the recording and send the message.

Figure 20   Replying to a meeting request by using the touchtone interface

Replying to a Meeting Request

Users can manage their personal options and contacts by using Outlook Voice Access. They can:

  • Call a personal Contact.

  • Locate and call a user in the directory.

  • Configure personal options, such as changing their PIN over the telephone.

When a user first sets up their mailbox, they must create personal and Out of Office greetings that callers will hear when the user is unable to answer their telephone. If, for example, a user realizes that they have forgotten to turn on an Out of Office voice greeting that will give callers an alternative number to call if they have an immediate issue, the user can use Outlook Voice Access to access their personal options and record and turn on an Out of Office greeting from any telephone.

If a user has to contact an account manager with important information about a client, the user can call the number that is used for Outlook Voice Access, use the directory search feature to locate the account manager, and then place the call.

noteNote:
When users access the Personal Options menu, they must use the touchtone interface.

Record a Personal Greeting

To record a personal greeting by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 21:

  1. Say "Personal options" to access Personal Options.

  2. Press 2 to record greetings.

  3. Press 1 to record a personal greeting.

  4. Press # to stop recording the personal greeting.

  5. If they have to re-record their personal greeting, they should press 2.

  6. Press 1 to accept the personal greeting.

Figure 21   Recording a personal greeting by using the VUI

Record Your Personal Greeting
  1. To record a personal greeting by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 22:

  2. Press 6 to access personal options.

  3. Press 2 to record greetings.

  4. Press 1 to record a personal greeting.

  5. Press 2 to re-record the personal greeting.

  6. Press # to stop recording the personal greeting.

  7. Press 1 to accept the personal greeting.

Figure 22   Recording a personal greeting by using the touchtone interface

Record Your Personal Greeting
noteNote:
When a user changes their telephone greeting, they are also given the option to turn on or off their e-mail Out of Office auto-replies.

Send a Voice Message to a User

Users can locate and send a voice message to another UM-enabled user. To send a voice message to another user by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 23:

  1. Say "Directory".

  2. Say the name of the person to locate.

  3. Select the correct person from the list.

  4. Say "Send a message", and then record the voice message.

  5. Say "Send it" to send the message.

Figure 23   Sending a voice message to another user by using the VUI

Send a Voice Message to a User
  1. Users can locate and send a voice message to another UM-enabled user. To send a voice message to another user by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 24:

  2. Press 4 to search for a contact.

  3. Press 00 to locate the person in the directory.

  4. Spell the name of the person to locate by using the telephone keypad.

  5. Select the correct person from the list.

  6. Press 3 to send a voice message to the person.

  7. Record the voice message, and then press # to stop recording.

  8. Press 1 to accept the voice message and send it.

Figure 24   Sending a voice message to another user by using the touchtone interface

Send a Voice Message to a User

Locate and Call a User in the Directory

To locate and call a user in the directory by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 25:

  1. Say "Directory".

  2. Say the name of the person to locate.

  3. Select the correct person from the list.

  4. Say "Call the office".

Figure 25   Locating and calling a user in the directory by using the VUI

69471a92-2732-4a98-9d75-d8becb5102d1

To locate and call a user in the directory by using the touchtone interface, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 26:

  1. Press 4 to access personal Contacts.

  2. Press 00 to locate a person in the directory.

  3. Spell the name of the person to locate by using the telephone keypad.

  4. Select the correct person from the list.

Figure 26   Locating and calling a user in the directory by using the touchtone interface

Locate and Call a User in the Directory

Change a PIN

To change their PIN by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 27.

  1. Say "Personal Options".

  2. Press 3 to change the PIN.

  3. Enter the new PIN, and then press #.

  4. Press # to confirm the new PIN.

Figure 27   Changing a PIN by using the VUI

Change PIN
  1. To change their PIN by using the VUI, the user must dial the UM subscriber access number, enter their extension number and PIN, and then do the following, as shown in Figure 28.

  2. Press 6 to change Personal options.

  3. Press 3 to change the PIN.

  4. Enter the new PIN, and then press #.

  5. Press # to confirm the new PIN.

Figure 28   Changing a PIN by using the touchtone interface

Change PIN

For more information about Outlook Voice Access, the voice user interface and the touchtone interface, see the following topics:

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Outlook Voice Access lets Unified Messaging-enabled users access their Microsoft Exchange Server 2007 mailbox by using analog, digital, or cellular telephones. By using the menu system found in Outlook Voice Access, UM-enabled users can read e-mail, listen to voice messages, interact with their Microsoft Office Outlook calendar, access their personal contacts, and manage personal options, for example, configuring their Outlook Voice Access PIN or recording their voice mail recordings. This quick reference guide shows the navigation tree and the options that are available to UM-enabled users when they use Outlook Voice Access.

The following figures illustrate the touchtone interface and voice user interface (VUI) commands and menus that are used with Outlook Voice Access.

Outlook Voice Access touchtone commands

Outlook Voice Access Touchtone User Interface

Outlook Voice Access voice commands

Outlook Voice Access Voice User Interface

You can download a printable version of the Outlook Voice Access Quick Reference Guide for Microsoft Exchange Server 2007 Unified Messaging by visiting the Microsoft Download Center.

For more information about subscriber access in Exchange 2007 Unified Messaging, see Understanding Unified Messaging Subscriber Access.

For more information about the voice prompts that are used with subscriber access in Exchange 2007 Unified Messaging, see Understanding Unified Messaging Audio Prompts.

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Outlook Voice Access lets UM-enabled users access their Microsoft Exchange Server 2007 mailbox by using analog, digital, or cellular telephones. By using the menu system found in Outlook Voice Access, UM-enabled users can read e-mail, listen to voice messages, interact with their Outlook calendar, access their personal contacts, and manage personal options such as configuring their Outlook Voice Access PIN or recording their voice mail recordings. This section contains a list of the commands and how they are used by Outlook Voice Access users when they call in to a subscriber access number to access their Exchange 2007 mailbox.

There are two Exchange 2007 Unified Messaging user interfaces available to subscribers: the Telephone User Interface (TUI) and the Voice User Interface (VUI). In Exchange 2007, these two interfaces together are called Outlook Voice Access. Outlook Voice Access can be used when a subscriber accesses the Unified Messaging system from an external or internal telephone to access their personal e-mail, voice messages, contacts, and calendaring information in their Exchange 2007 mailbox.

For more information about the user interfaces that are used by Outlook Voice Access users, see the following topics:

As an Outlook Voice Access user, when you dial in to a subscriber access number, you are presented with menu options that enable you to access your Exchange 2007 mailbox and manage your e-mail and voice mail. The following table lists the commands that are available for managing your e-mail and voice mail.

E-mail and voice mail commands

Voice command Touchtone command Description

"Play"

 

Plays the current e-mail or voice mail message.

"Next"

#

Reads the next e-mail or voice mail message.

"Next unread"

Press 00, then ##.

Reads the next unread e-mail message. Available only for e-mail.

"Delete"

7

Deletes the current e-mail or voice mail message.

"Reply"

8

Replies to the user who sent the current e-mail or voice mail message.

"Reply all"

Press 00, then press 88.

Replies to the user of the current e-mail or voice mail message.

"Mark as Unread"

9

Marks the e-mail message as Unread.

"End"

33

Stops reading and goes to the end of the current e-mail or voice mail message.

"More Options"

00

Opens the More Options menu.

"Previous"

Press 00, then press 11.

Reads the previous e-mail or voice mail message.

"Read the header"

 

Reads the header of the e-mail or voice mail message.

"Call sender"

Press 00, then press 2.

Places a call to the user who sent the current e-mail or voice mail message.

"Forward"

Press 00, then press 6.

Forwards the current e-mail or voice mail message to other e-mail recipients or groups.

"Flag for follow up"

Press 00 then press 44.

Marks or flags the current e-mail or voice mail message for follow up.

"Find by name"

 

Uses the user's name to locate e-mail or voice mail messages in the user's mailbox.

"Delete conversation"

Press 00, then press 77.

Deletes all the e-mail messages that are associated with an e-mail conversation. Available only for e-mail.

"Hide conversation"

Press 00, then press 99.

Hides additional e-mail messages that are contained within the same e-mail conversation. Available only for e-mail.

"Envelope information"

Press 00, then press 5.

Reads the envelope information for the e-mail or voice mail message.

"Select language"

Press 00, then press 55.

Lets you select the language in which you want the e-mail or voice mail message to be read.

"Rewind" or "Repeat"

1

Rewinds or repeats the current e-mail or voice mail message. Available only while the message is being played.

"Pause"

2

Pauses the current e-mail or voice mail message. Available only while the message is being played.

"Fast forward"

3

Fast forwards the current e-mail or voice mail message. Available only while the message is being played.

"Slow down"

4

Plays or reads the current e-mail or voice mail message more slowly. Available only while the message is being played.

"Faster"

6

Plays or reads the current e-mail or voice mail message faster. Available only while the message is being played.

 "Previous"

11

Reads the previous e-mail from the beginning. Available only for e-mail.

 "Replay"

Press 00, then press 1.

Replays the current e-mail or voice mail.

"Repeat"

0

Repeats the current menu options.

"Main menu"

*

Exits to the main menu.

As an Outlook Voice Access user, when you dial in to a subscriber access number, you are presented with menu options that enable you to access your Exchange 2007 mailbox and manage your calendar. The following table lists the commands that are available for managing your calendar.

Calendar commands

Voice command Touchtone command Description

"Next"

#

Reads the next calendar appointment.

"Next day"

##

Opens and reads the calendar appointments for the next day.

"Repeat"

0

Repeats the menu options that are available, or if you are using the voice user interface, the system will read the calendar appointment again.

"More options"

00

Plays the more calendar options menu.

"Repeat"

1

Reads the calendar appointment again.

"Previous meeting"

Press 00, and then press 11.

Opens the previous meeting that is scheduled.

"Call location"

2

Calls the telephone number that is listed for the meeting location.

"Call organizer"

Press 00, and then press 22.

Calls the telephone number that is listed for the organizer of the meeting.

"I'll be late"

3

Sends an "I'll be late" message to all the meeting attendees.

"Accept/tentative accept"

4

Accepts or tentatively accepts the meeting request.

"Meeting details"

5

Reads or plays back the details of the meeting that is currently being read.

"Attendance details"

Press 00, and then press 55.

Reads or plays the details of a meeting that is scheduled.

"Forward"

Press 00, and then press 6.

Forwards a meeting request for the meeting to another user.

"Decline" or "Cancel"

7

Declines or cancels the meeting request.

"Clear my calendar"

Press 00, and then press 77.

Clears your calendar for a specific time period for that day.

"Reply"

Press 00, and then press 8.

Replies to the meeting organizer.

"Reply all"

Press 00, and then press 88.

Replies to all the meeting attendees.

"Repeat menu"

Press 5, then press 0.

Repeats the menu options that are available.

"Rewind"

Press 5, then press 1.

Rewinds the meeting details.

 

Press 5, then press 11.

Returns to the beginning of the meeting details.

 

Press 5, then press 2.

Pauses and resumes playback of the meeting details.

"Fast forward"

Press 5, then press 3.

Skips forward within the meeting details.

"End"

Press 5, then press 33.

Skips to the end of the meeting details.

 

Press 5, then press 4.

Plays or reads the meeting details slower.

 

Press 5, then press 55.

Selects the language that will be used to read the meeting details.

 

Press 5, then press 6.

Plays or reads the meeting details faster.

"Main menu"

*

Exits to the main menu.

As an Outlook Voice Access user, when you dial in to a subscriber access number, you are presented with menu options that enable you to access your Exchange 2007 mailbox and call or send a message to a personal contact. By default, the voice user interface is selected. If you choose to use this interface and select the personal contacts menu option, the system will prompt you to input the name of the personal contact. However, to locate a user in the directory, you must use the touchtone or dual tone multi-frequency (DTMF) interface. The following table lists the commands that are available for managing your contacts.

Personal contact commands

Voice command Touchtone command Description

"Directory"

00

Searches the directory for a user.

"Play details"

1

Plays the details of the personal contact, such as the telephone numbers that are listed for the personal contact.

"Send a message"

3

Sends a message to the personal contact that is selected.

"Find another contact"

4

Finds another personal contact.

"Call the cell"

Press 2, then press 1.

Calls the mobile or cellular telephone number that is listed for the personal contact.

"Call the office"

Press 2, then press 2.

Calls the business or office telephone number that is listed for the personal contact.

"Call home"

Press 2, then press 3.

Calls the home telephone number that is listed for the personal contact.

 

##

To enter the e-mail alias or name for the user in the directory if using the directory search feature.

"Main menu"

*

Exits to the main menu.

As an Outlook Voice Access user, when you dial in to a subscriber access number, you are presented with menu options that enable you to access your Exchange 2007 mailbox and manage your personal options. When you configure personal options by using Outlook Voice Access, the DTMF or touchtone interface is the only interface that is available. The voice user interface or Automatic Speech Recognition (ASR) is not available for configuring personal options. The following table lists the commands that are available for managing your personal options.

Personal options commands

Voice command Touchtone command Description

 

1

Turn on or off the telephone Out of Office greeting.

 

2

Record the personal voice mail or Out of Office voice mail greeting.

 

3

Change the PIN that is used for Outlook Voice Access.

 

4

Start using the voice user interface (VUI) or touchtone interface.

 

5

Set the local time zone to use.

 

6

Select the 12- or 24-hour time format.

 

*

Return to the main menu.

 

0

Repeat the menu options that are available.

For more information about subscriber access in Exchange 2007 Unified Messaging, see Understanding Unified Messaging Subscriber Access.

For more information about the voice prompts that are used with subscriber access in Exchange 2007 Unified Messaging, see Understanding Unified Messaging Audio Prompts.

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This white paper described the new Unified Messaging (UM) client features that give UM-enabled users access to their e-mail and UM messages in their Microsoft Exchange Server 2007 mailbox. The new Unified Messaging client capabilities described in this white paper provide users simplified voice mail, e-mail, and fax message access options and an improved overall user experience.

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