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Outlook 2010 and Outlook Web App Features in Unified Messaging

Exchange 2010
 

Applies to: Exchange Server 2010 SP3, Exchange Server 2010 SP2

Topic Last Modified: 2010-04-15

When you enable users for Microsoft Exchange Server 2010 Unified Messaging (UM), users can receive e-mail, voice mail, and fax messages in their individual Exchange Inbox. This topic discusses the Microsoft Outlook 2010 features for Exchange 2010 Unified Messaging that let a UM-enabled user who's using Outlook 2010 do the following:

  • See the transcription for voice messages.
  • Play a voice message from Windows Media Player, which is integrated into an Outlook mail form, or from a message list.
  • Play a voice message on a telephone.
  • Configure individual voice mail settings.
  • Reply to a voice message with e-mail when the sender’s contact information is known.
  • Add received phone numbers to Contacts using the shortcut menu.

To offer a seamless voice mail experience for the user, Outlook 2010 and Microsoft Office Outlook Web App in Exchange 2010 offer Exchange 2010 UM-enabled users a full set of voice mail features. These features include many voice mail configuration options, Voice Mail Preview, and the ability to play a voice message from either the Reading Pane using an integrated Windows Media Player or from the message list.

  • The Outlook 2010 features for Exchange Unified Messaging are installed with Outlook 2010. After Outlook 2010 is installed and a user is enabled for Unified Messaging, a Voice Mail tab with voice mail configuration settings is available to the user from the Options menu and they can receive their voice mail in their mailbox.
  • When the UM-enabled user receives a voice message, the voice message will be sent to the Voice Mail search folder in their Outlook 2010 Search Folders. The following screenshot shows a new voice message that's been sent to the Voice Mail search folder:
VoiceMailSearchFolder

The Outlook 2010 and Outlook Web App 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 Windows Media Player and notes field are displayed in either the Reading Pane when the user previews a voice message or in a separate window when they open a voice message. If users aren't enabled for Unified Messaging, they won't receive voice mail in their mailbox. Or, if they don't have Outlook 2010 installed, they'll receive voice messages only as attachments, and the voice mail form won't be available.

The voice mail form options are available when a user accesses their voice mail using Outlook Web App or Outlook 2010. The following screenshots show the voice mail form in Outlook Web App and Outlook 2010.

VoiceMailFormOWA OutlookVoiceMailForm

In both Outlook Web App and Outlook 2010, the following three options are available in the voice mail form:

  • Windows Media Player Controls   Users can play and listen to voice messages using computer speakers or headphones. After Play is clicked, the Windows Media Player goes into play mode.
  • Play on Phone   Users send a request to the Unified Messaging server to play a selected voice message on their phone or send the voice message to another telephone number they specify. 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.
  • Voice Mail Preview   The user can view the text transcription of the actual voice mail message that was left by a caller.
  • Audio Notes   The user opens the voice message and can add or edit notes or comments in the Audio notes field.

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When users receive a voice mail, they receive a message that contains not just a recording, but also text that's been created from the voice recording. Users see the voice mail text displayed in the e-mail message within Outlook Web App or in the next version of Outlook. The following screenshot shows an example of a voice mail preview for a voice message:

VoiceMailPreviewinOutlook

After a user has been enabled for voice mail access, they can change settings for Call Answering Rules, Outlook Voice Access, text message and e-mail notifications, and Voice Mail Preview. They can click the button shown next to the Manage Voice Mail option in the following figure to view and set up their voice mail settings.

ManageYourVoiceMailSettings

Using the options in the Call Answering Rules section, users can create rules that specify how they want incoming calls to be handled. They can set up call answering rules to handle calls based on a condition such as the time of the day, transfer an incoming call to another phone number, or use the Find Me feature to call other phone numbers that they set up.

If they don't create call answering rules, incoming callers will be sent directly to their voice mail.

 

Call Answering - New Rule
  • The New Rule button is used to add a new call answering rule. By default, no rules are set up, so all callers will be forwarded to their voice mail when they're not available.
Call Answering - Edit Rule
  • The Edit button is used to change an existing call answering rule.
Delete Rule for Call Answering
  • The Delete button is used to remove an existing call answering rule.
Call Answering - Up Arrow
  • This arrow is used to move a call answering rule up in the processing order.
Call Answering Down Arrow
  • This arrow is used to move a call answering rule down in the processing order.

You can use this option to reset your Outlook Voice Access PIN.

 

Outlook Voice Access - Reset My PIN
  • Use this setting to reset your voice mail PIN. After you do this, you'll receive a new temporary PIN in your Inbox. You use your PIN to access your mailbox and calendar information.

Using the options in the Outlook Voice Access section on the Voice Mail tab, you can set telephone access numbers, reset your voice mail PIN, and select the e-mail folder that you'll access when you use Outlook Voice Access.

 

NewestToOldest
  • You can access your new voice messages in the order in which you want to hear them read. This option lets you play unread voice messages from the newest to the oldest or from the oldest to the newest.
Outlook Voice Access - Read This Folder
  • Use this setting to select which e-mail folder to read e-mail, voice mail, or other messages from when you use Outlook Voice Access
  • If you want Outlook Voice Access to read from a different folder than the one that's currently specified, click the name of the folder next to Read this folder. Then, in the Select Folder window, select the folder you want from the list. Or, you can click Create New Folder to create a different folder for Outlook Voice Access to read from. After you've selected the correct folder, click OK.

You can choose which greeting will be played to callers when you're not available or you don't answer your phone. To record a greeting, call the Play on Phone number.

 

Outlook Voice Access - Default Voice Mail Greeting
  • Use this setting to select the default voice mail greeting to use when you don't answer your phone.
Outlook Voice Access -Extended Voice Mail Greeting
  • Use this setting to select a voice mail greeting that lets people know you're away for an extended period of time. For example, you would use this setting when you're on vacation or away on business.
Call Me Phone Number for Outlook Voice Access
  • Use this setting to call the Play on Phone number and play the default voice mail greeting or the greeting you use when you'll be away for an extended period of time to you over a phone.
  • You can use this setting to play or record a new greeting from a telephone.

Use Play on Phone to have the voice mail system call you at the number that you define in this box.

 

Outlook Voice Access - Play on Phone Number
  • The telephone number you add in this box determines the telephone number that the voice mail system calls when you use Play on Phone and click Call me on my Play on Phone number to play or record the selected greeting.
  • By default, this telephone number is your extension number, but you can change it.
  • If this box contains something other than a phone or extension number, such as an e-mail address, the call will be sent to you where you're signed in.

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Users can receive notifications about missed calls and voice messages on their mobile or office phone. They can receive an e-mail notification when someone calls them on their office or mobile phone but doesn't leave a voice message. They can also receive a text message notification to alert them when they miss a phone call or receive a voice message on their mobile phone.

The following settings allow users to set up notifications for missed calls and voice mail messages they receive:

 

MissedCallEmail
  • If this check box is selected, the user will receive an e-mail notification in their Inbox when a caller tries to contact them but doesn't leave a voice message.
  • In most cases, the user will also see a missed call notification on their mobile phone from their mobile phone provider.
  • By default, this box is selected.
NoTextMessageNotifications
  • When a user selects this option button, they won't receive a text message notification on their mobile phone when they miss a call or receive a voice message.
  • In most cases, they'll see a missed call notification on their mobile phone from their mobile phone provider, but they won't see a notification on their mobile phone that they have a voice message.
  • By default, the option to receive text message notifications isn't available until a user sets up text message notifications. They can set up text message notifications by clicking the Set up notifications link and following the required steps.
OnlyTextMessagesforVoiceMail
  • When a user selects this option button, they'll receive text message notifications on their mobile phone when they have a voice message but won't receive missed call notifications.
  • In most cases, they'll see a missed call notification on their mobile phone from their mobile service provider, but they won't see a notification from their mobile phone provider that they have a voice message.
  • By default, this option isn't available until the user sets up text message notifications. They can set up text message notifications by clicking the Set up notifications link and following the required steps.
NotificationsforVoiceMailandMissedCalls
  • When a user selects this option button, they'll receive missed call and voice message notifications in a text message on their mobile phone.
  • In most cases, they'll also see a missed call notification and a voice mail notification on their mobile phone from their mobile service provider.
  • By default, this option isn't available until the user sets up text message notifications. They can set up text message notifications by clicking the Set up notifications link and following the required steps.

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Users can preview the text of voice messages they receive. They can also have text previews included with voice messages they send. To turn on Voice Mail Preview, they select from the following options. Users can use the settings in the Voice Mail Preview section to turn on or turn off voice mail previews or to allow preview text to be sent using Outlook Voice Access.

 

IncludeVoiceMailPreviews
  • When this check box is selected, the user will receive a text preview of the voice messages they receive in an e-mail message.
  • By default, this box is selected.
PreviewTextwithOutlookVoiceAccess
  • When this check box is selected, a text preview will be sent along with voice messages that the user sends.
  • By default, this box is selected.
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