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Messaging Concepts
Intuity AUDIX Messaging provides electronic mail (email) messaging and integration with other email systems. Intuity AUDIX is a true multimedia messaging platform. It integrates voice, fax, and email messages into a single system and offers subscribers enhanced flexibility to manage multimedia messages from their telephones or personal computers.
The systems can be scaled to meet customer needs on a system level, as well as a user level. This enables the Intuity AUDIX system to serve a 30-member firm as well as a 500,000-member, multi location corporation.
A few basic overview topics include:
What Is a Message in a Intuity AUDIX System?
With the Intuity AUDIX system, a message is not limited to voice or fax media type components. A message can now contain up to four media type components, specifically:
- Voice
- Fax
- Text (created through a supported email application or Intuity Message Manager)
- File attachment (a software file, such as a spreadsheet or word processing file)
A message can consist of a total of four components, one component of each media type. For example, a sales manager might want to inform the distributed sales force of a new compensation plan. The details of the compensation plan are in the form of a text message created in Intuity Message Manager. Using Intuity AUDIX, the sales manager can send a message that consists of both voice and text components. The voice component of the message might be, "This message is going to all members of the Northeast Sales region. Congratulations on your excellent results last year. As of January 1, the compensation plan for new product sales will be changed. Please print the attached text message for detailed information." The text component of the message would then be used to specify the details.
When a message is sent, the Intuity AUDIX system adds descriptive information to the message consisting of the following information:
- Header
The header consists of the time and date of delivery, the type of message, and a listing of all message components. The system automatically creates a header for each message sent. If a message is addressed to more than one recipient, the system creates a header for each recipient.
- Message Body
The message body consists of the caller's spoken message or a voiced rendering of a text message, if using Text-to-Speech. In the case of a nondeliverable message, the message body consists of a standard system message.
What Is a Mailbox?
A mailbox is a storage area on a computer disk for messages, personal greetings, and mailing lists. All Intuity AUDIX subscribers automatically receive a mailbox when they are administered on the system. Mailboxes are divided into two sections, the incoming mailbox and the outgoing mailbox.
Each subscriber accesses his or her mailbox through a private password. After a subscriber logs in, the system voices the name of the subscriber (if recorded) and reports the number of new messages received (if any).
Incoming Mailbox
The incoming section of a mailbox receives messages from other subscribers, the Intuity AUDIX system, and callers redirected to the mailbox because no one answered the telephone. The subscriber can save, delete, reply to, forward, and in other ways manipulate these messages.
A subscriber's incoming messages fall into three categories:
- New
A message and header the subscriber has not yet listened to. The Message Waiting Indicator (MWI) on the subscriber's telephone turns on when a new message is present and turns off after the subscriber has listened to it.
- Unopened
A message whose header has been listened to, but not the message itself. The MWI does not stay on for this type of message.
- Old
A message the subscriber has listened to, but has not deleted.
Outgoing Mailbox
The outgoing section of a mailbox stores messages a subscriber creates, sends, or forwards. In most cases, these messages remain in the outgoing section until they are delivered. Outgoing messages are of the following types (listed in the default order in which subscribers review outgoing messages). The system administrator can change this order, if desired.
- Files
Messages that subscribers create and save in the outgoing section of a mailbox. Later they can access these messages to modify, address and send again, or delete.
- Undelivered
Messages that have not yet been sent (for example, those scheduled for delivery at a future time or date). Subscribers can review, change, or cancel messages and their addresses at any time before delivery.
- Nondeliverable
Messages that the system could not deliver. The system attempts to deliver a message up to 10 times (or the administered number of times) then places the message in this category. Usually this indicates that the intended recipient's incoming mailbox is full, that the recipient's system cannot recognize or accept a message component (for example, the system is not fax-enabled), or that there were transmission problems (for example, with an AMIS analog line).
Messages defined as "nondeliverable" can be rescheduled for delivery with a new address, or altered to allow forwarding, if needed.
- Delivered
Message headers that identify messages delivered but not yet listened to or that identify messages containing components that could not be delivered. The latter type of message header is an Incomplete Delivery header. For example, if a message contains more than the four components allowable (that is, a voice, fax, text, and file attachment), the additional components are not delivered, and the message header indicates that a component was not delivered.
- Accessed
Message headers that identify messages that have been listened to. A message is considered accessed even if only the header has been listened to.
Telephone Access
All message components can be manipulated from the telephone. The basic nature of the telephone interface remains the same, regardless of the component media type. Normally, messages are created, addressed, delivered, received, and replied to or forwarded. The following table shows how these actions are implemented when messages are accessed through the telephone.
In summary, voice and/or fax messages can be created using a telephone, but text messages and file attachments cannot. When retrieving massages, voice and text messages can be listened to, and the text message can be printed to a fax machine.
PC Access
Intuity AUDIX provides the following methods for managing messages from a PC:
- Intuity Message Manager
- Intuity Electronic Mail Integration
- www.messenger - this method needs additional hardware. See the documentation that is provided with the product.
Intuity Message Manager
Intuity Message Manger is a software application that runs on a Windows-based PC and connects with the Intuity AUDIX messaging system through a TCP/IP LAN. The program uses a graphical interface to enable subscribers to view a list of their messages on their personal computers. Subscribers can choose messages in any order and, by selecting icons using a mouse, perform all messaging tasks — everything that can be done with a telephone keypad, and more.
There is a difference between Intuity Message Manager and an email system, however Message Manager can be used to send messages to subscribers on the same Intuity AUDIX system or to networked and administered remote Intuity AUDIX systems. A supported email system, however, can be used to send messages to systems external to the Intuity AUDIX, for example, the Internet or other email systems. Intuity Message Manager also supports this if Intuity Internet Messaging is enabled. See Intuity Message Manager: Overview for a complete overview of the Intuity Message Manager.
Electronic Mail Integration
In many situations, a customer site may have a voice mail system and a separate email messaging system. To retrieve all messages, subscribers must access each system individually. Intuity AUDIX alleviates this problem with an optional feature known as Electronic Mail Integration. This optional feature provides a gateway through which the Intuity AUDIX system can send and receive messages across an email network.
As with Intuity Message Manager, subscribers can choose messages in any order and, by selecting icons using a mouse, perform all messaging tasks — everything that can be done with the telephone keypad. See Intuity Internet Messaging: Overview for a complete overview of the Intuity Internet Messaging feature.
http://www.avaya.com Avaya UCS Information Development |
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