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Overview


NDSU is served by an advanced voice mail and unified communications system which utilizes Avaya’s Aura Messaging platform.  It is an IP and SIP-based solution that is scalable and includes enterprise-class features and resilience.  Avaya is recognized as a leader in this area and Aura Messaging is its next-generation unified messaging product. 

This NDSU service provides you flexible voice mail management from easy to use interfaces; allows you to receive important calls, at the right time; alerts you to new messages; has advanced speech recognition features; provides in-bound faxing to your email account; and allows voice messages to be managed via Microsoft Outlook.

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Benefits and Features

  • Easy to Use Telephone Interface - utilizes the same command structure as most cellular providers (7 to delete, 9 to save, etc.
  • Unified Communications - listen to voice mail messages via NDSU Outlook and smartphones
  • Notify Me - receive notifications of new voice mail messages in your email box, listen to voice mail messages on your computer, and receive text message notifications of new voice mail messages
  • Reach Me - automated assistant that allows call forwarding to three telephone numbers based on rules you set
  • In-Bound Faxing to Email - receive faxes through your office telephone number and retrieve them via your email box
  • Voice Recognition - say names to forward voice mail messages rather than keying in extensions
  • Self Administration - ability to change many voice mail settings via a web portal
  • Emergency Broadcast Messaging - the Campus Emergency Notification System can make use of the system broadcast features of Aura Messaging to get a message to all NDSU mailboxes in a short period of time

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Getting Started

 

Please contact your Telephone Administrator if you have recently started at NDSU or changed departments.  He or she can work through the process of establishing your telephone number, long distance authorization code, voice mailbox configuration, and other features you may need.

Once your Telephone Administrator has confirmed your Aura Messaging mailbox is set up, the following is important information for your reference:

  • Dial 1-9100 to access the Avaya Aura Messaging system telephone user interface
  • Your mailbox number is typically your campus extension (1-nnnn)
  • Your initial mailbox password will be 2580
  • When you log into your new Aura Messaging mailbox via the telephone user interface for the first time, there will be a tutorial to walk you through the set up of your greetings, permanent password, etc.
  • After setting your mailbox up (see bullets above), you may also want to log into the Avaya Aura Messaging web portal to configure fax, Reach Me, Nofiy Me, and other settings.  You will need to use the new password that you set up above

The How to Use and Frequently Asked Questions sections below are also good resources.

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Getting Help and Service Availability


Help 


If you are experiencing voice mail/unified communications troubles or need other assistance, please contact your Telephone Administrator .  For emergency situations please contact Telecommunications & Emergency Support Technologies.

In addition, the How To Use section below provides documents for setting up and using many of the voice mail and unified communications features provided in the Avaya Aura Messaging system.

Ordering, Changing, or Stopping Service


Please contact your Telephone Administrator if you would like to change a service, add a new feature, stop a service, etc.  She or he will work through the process and make sure you have everything that you may need.

Availability

 
Voice mail/unified communications services are available 24x7.  Support for moves, adds, and changes takes place during regular business hours while maintenance and resolution of major troubles and outages is provided 24x7.

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How to Use


Resources


The following are documents that are helpful for this service:

Document

Description

NDSU Aura Messaging from Any Phone

Quick reference guide on how to use Avaya's Aura Messaging at NDSU

NDSU Aura Messaging Web User Preferences

Quick reference guide on how to set up Avaya Aura Messaging's advanced features via web portal

Avaya Aura Messaging Quick Reference 

List of commands for Aura Messaging while using the telephone set

Self-Administration of Voice Mail Features
Using Any Telephone to Access Voice Mail 
Notify Me and Reach Me Features


Notify Me allows you to receive an alert if there is a new voice mail message.  You can configure Avaya Aura Messaging to send these alerts via email or text message.

Reach Me is a feature that allows you to configure up to three telephone numbers to receive calls when you are away from your desk.  In place of voice mail, after a caller tries your office phone three to five rings, they will hear an automated attendant.  They will be prompted to leave a message in your voice mailbox or have the system try to find you . You can also require that the caller say his or her name for the system to prompt you. When the system tries to find you it will ring the first number you entered into the Reach Me preferences, after a few rings will try the next, and so on.  After up to three tries at different phone numbers the system will then let your caller leave a voice mail message in your mailbox.

Voice Mail Integration with Microsoft Outlook and Smartphone Email


In order to receive voice mail messages via your NDSU Outlook account, you will need to configure the Notify Me feature in the Aura Messaging web portal.  Use your NDSU Outlook email address and select the check box INCLUDE THE RECORDING. With this feature each voice mail message you receive triggers an email notice with an attached voice mail file to your NDSU Outlook Inbox.  If you have a smartphone configured to use NDSU Outlook, you will receive these messages in your smartphone as well.  From your computer and smartphone you can then listen to your voice mail messages.  To delete messages and have your desktop telephone's message waiting indicator turn off, you will need to manage all messages via the telephone user interface (x1-9100).  Deleting a message in your NDSU Outlook account will not deleted it from the Aura Messaging system.

In-Bound Faxing to Your Email Box


You can configure Avaya Aura Messaging so that if a fax is sent to your desktop telephone number the voice mail system will receive the fax and provide it to you as an email message with the fax document attached.  The way the system works is that once your telephone goes to voice mail it is "listening" for fax tones and then communicates with the sending fax machine.  To take advantage of this feature, please contact your Telephone Administrator.

  • All faxes using this feature will be sent to the email address you configured in the Aura Messaging web portal.  The faxes themselves are attachments to email messages that automatically show up in your Inbox
  • If you get a call that is from a fax machine - immediately transfer the call to #89 (voice mail)
  • If you configure the fax feature to use your NDSU Outlook email account, faxes will show up in your smartphone as well

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Frequently Asked Questions


General Questions and Feature-Related


How do I listen to voice mail messages?
Dial 1-9100 to access the Avaya Aura Messaging system.  The How To Use section also provides information on how to listen to voice mail messages in Microsoft Outlook and through your smartphone's email system

How long will my messages be saved in Aura Messaging?
They will be saved via the telephone user interface for 45 days.  Notifications with attached voice message files do not have a fixed retention time (function the same as any other email message)

Do I need to set up Microsoft Outlook to receive voice mail in my email inbox?
No - you can set up the Notify Me feature to send the voice mail to your email. To do this, access the Web Portal at www.ndsu.edu/voicemail – click the Notify Me tab, enter your email address, and check the INCLUDE MESSAGE box

Can I listen to voice mail messages through my smartphone's email?
Yes - please see the subsection Voice Mail Integration with NDSU Outlook and Smartphone Email in the How to Use section above

How do I set up or change advanced features such as faxing, Notify MeReach Me, etc.?
The Avaya Aura Messaging web portal is how these features are configured.  The How to Use section has more information on how to change preferences through this interface

What Mailbox and Messaging Password do I use for the Avaya Aura Messaging web portal?
For the web portal use the same mailbox and password you use to log into the telephone user interface of Aura Messaging by dialing 1-9100

Is it possible for more than one person to share a mailbox?
Yes - you can have one telephone number and each person could have their own voice mailbox.  A total of three additional mailboxes can be associated with one extension.  When a caller connects to a voice mailbox configured this way they will hear a greeting similar to "To leave a message for Jane Doe, press 1.  To leave a message for Ralph Xavier, press 2."  Please advise your telephone administrator if you you are interested in this feature

Can I receive and send faxes through Avaya Aura Messaging?
Avaya currently supports receiving faxes through the system - see the How to Use section above.  Outbound faxing from your computer is a future feature release

Questions Regarding Problems


How do I get help?
Please see the Getting Help section above for contact information.  The Getting Started section also has tips that may assist you

When I listen to voice mail messages on my computer the message waiting light on my telephone stays on.  And if I delete a voice mail message in my email Inbox that message is still there when I dial into Avaya Aura Messaging.  How do I get my message waiting light to turn off?

You will need to manage these by dialing into the Avaya Aura Messaging System (1-9100).  The message that is sent to your email is a copy of the original message and there is only one-way communication from Aura Messaging to email.  To turn off the message waiting light on your telephone, listen to all of your messages by dialing into Aura Messaging.  To permanently delete messages, also dial into Aura Messaging and delete them from this interface

When logging into the web portal, I receive the error, “Unable to locate information for 1-0000. Please try again.”  How do I resolve this?

The web portal does not recognize the dash (-) in the extension field.  When logging in, enter your extension without the dash and you should then be able to access the web portal

Why do I not
see some or all of of my voice mail messages in my email Inbox, but when I dial into Aura Messaging all of my new messages are there?

  1. Have you set up the Notify Me feature via the Avaya Aura Messaging web portal?
  2. Confirm that the email address that is configured in the Avaya Aura Messaging web portal  Notify Me / Email field is accurate
  3. There is an Outlook Junk folder and occasionally Notify Me emails end up here.  The Help Desk has a support page that can provide you information on the Outlook Junk folder
  4. It may also be that the NDSU Outlook service is blocking the email.  If this is the case you will receive a spam quarantine email from Microsoft that lists the emails that it has filtered as spam.  It will also include instructions on how to retrieve emails in the list

In setting up the Notify Me feature, what format is necessary to enter my  cell phone number?
10-digit format (area code+7-digit number with no dashes)

How do I find the complete voice mail menu if I cannot remember what number to press to change my greeting?
For user preferences press 4 or dial into the Aura Messaging system, enter your password, then press “0” for a list options

Some new voice mail messages no longer say the extension of the caller that left the message.  How do I get this information?

  • Press 5 after you have listened to the message.  The off campus number that called or the name of the on campus extension will be read back to you
  • To return a call to the number that left a message, press 88 immediately after you have listened to the message

I want to save inactive greetings for future use (e.g. when away on vacation).  How can I do that?
Aura messaging only allows active greetings.  There three active greetings available:   busy (when on the telephone), away from your telephone, or an extended absence

When I select an extended absence greeting, those wanting to leave a message cannot.  Can this be changed?
When extended absence is turned on, the system does not allow messages to be left by callers.  If you want to allow messages to be added when you are away, please change the greeting used when you are away from your telephone

I have Internet Explorer 9.  The document provided does not state IE9 is supported.  What should I do?
We have users with IE9 that have had no problem accessing the web portal.  Please go ahead and try to access it and if you do have any issues please contact the help desk

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Telecommunications & Emergency Support Technologies
Web Page Contact:  Linda.KrogenBrandt@ndsu.edu | +1 (701) 231-8401

Last Updated: Tuesday, May 29, 2012 1:11:04 PM