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Unified Messaging for Microsoft Exchange

The unified messaging applications available for CallXpress provide its subscribers with completely seamless access to all of their messages. Whether the subscribers manage their messages over their telephones or at their computers, they can find all of their voice, fax, and email messages in one convenient place.


• The CallXpress Unified Messaging™ application enables subscribers to manage their voice and fax messages at their workstations. Unified Messaging supports the management of voice and fax messages using the popular email programs Microsoft Outlook, Lotus Notes, and Novell GroupWise, and other IMAP-compatible email programs.


• Email Access™ enables subscribers to be notified of email messages. On CallXpress systems with the text-to-speech option installed, subscribers can listen to their email messages from any telephone.


• The RightFax Fax Server enables fax messaging when teamed with CallXpress. It also offers such features as fax store and forward, fax broadcasting, and fax on demand (also known as faxtext) applications.

What Is CallXpress Unified Messaging for Microsoft Exchange?

With CallXpress Unified Messaging for Microsoft Exchange, subscribers can manage voice, fax, and email messages using Microsoft Outlook. CallXpress Unified Messaging accomplishes this by enhancing the Microsoft Outlook email client so that it can support voice and fax messages in addition to email messages. The concept of managing voice, fax, and email messages within a single application program is known as unified messaging.


Unlike other Desktop Suite applications that store messages on the CallXpress server or in the email client, CallXpress Unified Messaging for Microsoft Exchange stores all voice and fax messages on the Exchange server along with email messages. As each voice and fax message is received, it is automatically moved from the CallXpress server to the Exchange server, where it is still accessible in its native form as a voice or fax message. Because the messages are stored on the Exchange server, CallXpress Unified Messaging for Microsoft Exchange is sometimes referred to as server-based unified messaging.

CallXpress Unified Messaging for Microsoft Exchange Features

In addition to supporting standard CallXpress features over the telephone, CallXpress Unified Messaging offers a number of additional features:
• Lets subscribers manage voice and fax messages in ways that best suit their work styles, using the familiar interface of Microsoft Outlook.
• Allows subscribers to view fax messages and to forward them with voice or email message attachments.
• Enables subscribers to create, listen to, reply to, and forward voice messages over a computer multimedia sound system, thus allowing them to use CallXpress functions without requiring a telephone.
• Allows each subscriber to record his name and greetings over a computer multimedia sound system or telephone, using either the Desktop PhoneManager utility in the Windows Control Panel on the subscriber’s computer or Web PhoneManager in the computer’s internet browser.
• Allows subscribers to autodial the sender of a message using the Live Reply feature if supported by the telephone system.

How CallXpress Unified Messaging Works

With CallXpress Unified Messaging for Microsoft Exchange, subscribers have two options for accessing their messages from the Exchange server’s unified message store. They can use either the telephone user interface (TUI) or the graphic user interface (GUI) by using the enhanced Microsoft Outlook email client.


CallXpress must be connected to the local area network (LAN) that supports the site’s email system. The LAN allows CallXpress and the email system to communicate using the email system’s application programming interface (API), a set of software tools that allows other programs to communicate with the email system. The relationship of the CallXpress server to the site’s email system and LAN is illustrated on the next page. The heart of any email system is the email server, which tracks all the messages in the system. As messages are added and deleted, the email software updates its post office database.


Email Access, running on the CallXpress server, communicates with the email server. When a subscriber has message notification enabled, Email Access polls the email server each time the subscriber logs on to his mailbox and periodically thereafter. If email messages are present in the subscriber’s mailbox, Email Access generates an appropriate message to notify the subscriber. However, when a subscriber receives a
new email message, Email Access does not set the message waiting indicator on the subscriber’s telephone.

Email Access and CallXpress Unified Messaging for Microsoft Exchange

Email Access is an advanced feature of CallXpress. CallXpress Unified Messaging functions discussed in this book depend on the proper installation of Email Access on the CallXpress server and Exchange servers. All of the requirements for Email Access apply equally to CallXpress Unified Messaging for Microsoft Exchange. Email Access must be functioning before you can begin configuring CallXpress Unified Messaging for Microsoft Exchange.

TUI Message Access

With TUI access, subscribers can manage their email messages by telephone using CallXpress telephone commands. They begin this process by logging into the CallXpress server, which then checks their accounts on the email server and enumerates their messages. CallXpress presents messages so that the subscribers can retrieve their information in the easiest way possible over the telephone:
• Voice messages are played back directly.
• Email messages are read aloud using text-to-speech capabilities, starting with information about the email messages’ subjects and senders.
• Fax messages are announced as such with their delivery dates, delivery times, and page counts, as well as the sender’s name if the sender was another subscriber. The subscriber must send the fax message to a fax machine for printing to view it. To improve message handling, subscribers can set CallXpress to present messages by type, allowing them to access specific types of messages quickly. Message access through the TUI does not support inputting text or fax messages; it only supports voice forwards and replies to email messages.

TUI access offers the following features:
• Subscribers are notified when they have received email messages and are told the number received. Subscribers can also set CallXpress to notify them when new email messages arrive.

• Subscribers are informed of the time when each email message was sent. Depending on what “envelope” information is available, CallXpress can also report the message’s subject and read or play the sender’s name.
• Subscribers can listen to their email messages. The text-to-speech feature allows CallXpress to “read aloud” the content of an email message, speaking each message’s subject, body, and any text-based attachments using synthesized speech.

• Subscribers can reply to email messages from subscribers and non-subscribers with voice messages, allowing them to respond immediately to any critical email messages by telephone without having to wait to access the email system. When a subscriber replies to an email message with a voice message, the new voice message is attached to the reply email message as a .wav file. The message recipient can then listen to this voice reply on any personal computer capable of playing .wav files. The email server used by the recipient must support email attachments of this type.
• Subscribers can forward email messages to other server-based unified messaging users, enabling them to distribute information quickly with a few keypresses. Subscribers can also voice annotate a message before forwarding it.
• When Captaris RightFax Enterprise Fax Server is installed at the site, subscribers can forward email messages by fax and print email messages on any fax machine. In addition, text file attachments (with a .cmd, .bat, or .txt extension) can be printed (rendered) on a fax machine as well, as can binary file attachments from such popular application programs as Microsoft Word and Microsoft Excel.
• CallXpress administrators can grant individual Email Access privileges to subscribers.

GUI Message Access

During the installation of the CallXpress Unified Messaging software, Microsoft Outlook is modified to support voice and fax messages as follows:
• New icons are added to the GUI. In the Inbox, a voice message is signified by a telephone icon, whereas fax and voice-annotated fax messages are denoted by a fax sheet icon.
• CallXpress messages are identified as such in the subject line.
• New voice and fax message forms are included. The voice message form includes media player controls that support both the playback and recording of voice messages. The subscriber can select either the computer sound device (if present) or telephone for playback and recording.
• Allows subscribers to listen to, create, reply to, and forward voice messages over a computer sound device (such as a PC sound card), allowing them to use CallXpress functions without a telephone.
• Allows subscribers to record their name and greetings over a computer sound device.
• Allows subscribers to set call blocking, call screening, and Extension Specific Processing (ESP), if those features are allowed for them.
• Subscribers can annotate messages, adding information about the subject or notes that summarize the response. When the message is forwarded, these notes are not forwarded, but remain only with the original message. At the subscriber’s discretion, any message can be forwarded or replied to using either CallXpress or email message forms.

Message Enumeration

Both the user’s Inbox and Saved folder can be enumerated and the content of the email messages read aloud. CallXpress enumerates and reads aloud any message found in the Microsoft Exchange user’s Inbox or Saved folders. It considers all messages in the Inbox folder, both read and unread, to be new messages, and all messages in the Saved folder to be saved, when they are accessed using the TUI. When using the GUI, if a subscriber moves a message, regardless of type, to a folder other than the Saved or Inbox folder, CallXpress is no longer able to access that message.

Forward

All messages can be forwarded.

Delete

Messages are marked for deletion on the telephony server, but are not deleted in the email mailbox until the subscriber logs off from CallXpress. Email Access logs off from the subscriber’s email mailbox and the Exchange server moves the marked message to
the Deleted Items folder. The deleted messages remain in the Deleted Items folder until the subscriber empties it.

Save

If the subscriber, through the TUI, reads any message (voice, fax, or email) and then saves it, CallXpress will consider the message saved and move the message to the Saved folder. Email Access informs the subscriber that the message is saved. If a folder called Saved does not exist, Email Access will create this folder when a message is saved.


The TUI considers read and unread messages in the Inbox as new. Messages are considered saved if they are in the Saved folder.

Text-to-Speech Rendering

The From line, Subject line, and body of all email messages in the Inbox and Saved folders can be read aloud using the text-to-speech feature. Email messages in other folders cannot be found by Email Access. Text file attachments (with a .cmd, .bat, or .txt extension) to email messages can also be read aloud.

Message Notification

Subscribers are notified of normal- and urgent-priority email messages, provided that normal- and urgent-priority message notification is configured for the subscriber. Replying to Messages

When a subscriber replies by either voice or email to a voice or fax message, the original message is not included in the reply.

• If the subscriber selects the voice reply option while using the GUI, a new voice form appears with the original sender’s email address in the To box. Using the media controls, the subscriber records a voice reply. The reply can be edited or re-recorded before being sent.

• If the subscriber selects the email reply option, he uses the email client’s regular reply function. This allows the creation of a standard email reply.

Voice Reply to Email Messages from Non-Subscribers

On reply to an email message from a nonsubscriber, the voice message is attached to the reply message as a .wav file (linear PCM, 8 KHz, 8 bits per sample, mono). The recipient can then listen to this voice reply on a personal computer capable of playing .wav files. The email server used by the recipient must support .wav file attachments.

Forwarding Messages

A voice or fax message may be forwarded as a CallXpress voice message, with or without a voice annotation. (The message must be addressed, of course.)
• If the subscriber selects the voice forwarding option while using the GUI, a new forward form appears. The subscriber has the option of recording an introduction to the original message.
• If the subscriber chooses to forward the message with the email client’s standard forwarding function, a new mail message appears with one or two file attachments (a.wav file for a voice message, a .tif file for a fax). The subscriber may type text in the message or attach other files.


NOTE When forwarding a voice message as an email message from Microsoft Outlook, any .wav attachment is formatted using a Pulse Code Modulation (PCM)-based compressor/decompressor (codec). This codec allows playback of the voice message on most computers running Windows-based operating systems, without requiring any special codecs to be installed on the computer.

Modifying the Subject Line and/or Notes Boxes

Subscribers can type comments in the Subject or Notes box of any received message and save those changes with the message. Such notes are intended for the subscriber’s personal use and are not included in any replies or forwards.