# Embedded Unified Messaging - Operation

Embedded Unified Messaging (UM) allows users to perform the following tasks:

- Play, forward, reply, delete, and save voice messages from a telephone and have the voice message state reflected in the IMAP store.

- Play and delete voice messages from an IMAP client and have the voice message status reflected in the voice message store. You can also manage voice messages as you would with standard e-mail messages.

## Voice Messages in the IMAP Client

After a caller leaves a voice message, an e-mail message is delivered to the IMAP client with the voice message attached as an audio file (.wav). E-mail messages with attached voice messages from MiVoice Business are presented in the IMAP client in the following states:

- New

- Read

- Marked for Deletion - When an e-mail message is marked for deletion, its corresponding voice message is deleted. Individual e-mail clients determine how the marked e-mail messages are displayed. For example, Outlook Express shows deleted messages with line stroked through the message sender and subject.

- Expunged - When an e-mail message is marked for deletion, it is permanently deleted from the user’s IMAP store. For example, the Outlook Express button labeled “Purge” performs the expunge operation and rids the client of all messages with a line stroked through them.

## Format of E-mail Messages with Attached Voice Messages

E-mail messages that contain a voice message attachment include specific information about the voice message:

Date: Tue, 30 Aug 11 07:49:27

From: Tom McGuinness at ext.2000 <voicemail@do-not-reply>

-or-

<Sender's Address configured in the System Options form>

To: 2500

Subject: Voicemail from Tom McGuinness

Importance: Normal

X-Priority: 3

X-MSMail-Priority: Normal

Message-ID: <MITEL-VM-2500.V4e5c95ed.001.2000@a1bf617a4556>

MIME-Version: 1.0

Content-Type: Multipart/mixed; Version=2.0;

Boundary="MessageBoundary"

--MessageBoundary

Content-Type: text/plain; charset="iso-8859-1"

This email contains a voicemail message.

From: Tom McGuinness at ext.2000

Date: 8/30/2011 7:49

Length: 0:04

Open and play the attached file to listen to your message.

*Please do not reply to this message

--MessageBoundary

Content-Type: Audio/BASIC

Content-Transfer-Encoding: Base64

Content-Disposition: inline; voice=Voice-Message;filename=vmail1314690541.wav

### Notification message fields

E-mail notification messages with attached voice messages contain the following fields:

- Date - The date the voice message arrived in the user’s voice mailbox. It contains the same timestamp that is heard when playing back a voice message through the Telephone User Interface (TUI).

- From - The Embedded UM feature provides as much information as possible about the identity of the message sender. The following details the possible formats of the From field when the sender's address is determined by the EMEM system. If the System Default is selected as the Email Sender's Address in the VM Options form, this field will show the Sender's Address configured in the System Options form.

- From: name at ext.extension <voicemail@do-not-reply>

- From: externalNumber <voicemail@do-not-reply>

- From: unknown caller <voicemail@do-not-reply>

- The text that fills in the name-extension depends on what information about the caller is available. If the name is not known, the From line drops the name but keeps the extension, for example, From: ext.2000 <voicemail@do-not-reply>.

- If a calling line ID is available and the originator of the voice message called from an external line, the from field looks similar to this: From: 6135922122 <voicemail@do-not-reply>.

- If neither the name or the number are available to identify the sender, the From field appears as: From: unknown caller <voicemail@do-not-reply>

- To - This is the destination extension of the voice message.

- Subject - The content in the Subject field appears in the user's preferred language at the time the message was synchronized with the IMAP server. If identification is possible, the Subject field announces the voice message as being from a particular user or calling line ID similar to what is provided in the From field.

- Message-ID - This field uniquely identifies the e-mail message in this format: Message-ID: < MITEL-VM-vm-message-id@systemID>

- MITEL-VM is a signature prefix to easily identify messages placed in the user's inbox by Embedded UM.

- vm-message-id is the voice message store’s message ID. It is obtained during the synchronization process.

- systemID is the 3300ICP system ID. It uniquely identifies which 3300ICP that this message came from.

- Importance

- Importance: High - A voice message marked as urgent.

- Importance: Normal - A voice message marked as normal.

- Email Message Text

- The e-mail message appears in the user's preferred language at the time of synchronization.

- Message;filename - The name of the attached file. It has the following format: Message;filename=vmailuniqueID.wav. The uniqueID is a unique ID generated by EMEM.

The following table summarizes how the Embedded UM feature behaves when managed from a TUI or an IMAP client.

Event | Description/Comment
First Time Embedded UM is Enabled | User voice messages that pre-exist are downloaded to the IMAP store and accessible from an IMAP client as e-mail. The state of e-mail messages (new and saved) in the IMAP store should match the corresponding e-mail in the voice message store. NOTE: Expect a surge in network activity (while the messages are synchronised with the IMAP server) when you enable this option for many users who have many saved messages in their voice mailboxes. To reduce the impact on network users, perform this administration task during off-peak hours.
New Voice Message | New voice messages are marked according to the IMAP client convention. A new voice message is indicated by the Message Waiting Indicator (MWI) on the user's telephone (if not already lit) and is accessible using the TUI or IMAP client.
User Reads or Listens to New Email or Voice message and Does Not Delete it | E-mail messages that users read using the IMAP client (without deleting them) are marked as "read" and they are available from the user's saved list of voice messages. When there are no more new e-mail messages to read the MWI on the user's telephone turns off. NOTE: Some IMAP clients use an auto-preview feature that automatically opens e-mail messages from the user’s list of messages and marks them as read. This behavior may cause confusion to users when they see the message waiting light automatically turn off. Voice messages that users play and save on a telephone are marked as "read" by the IMAP client. For example, in Microsoft Outlook, the message loses its boldface type, indicating that it had already been read.
User Deletes the Email/Voice Message | When a user deletes (marked for deletion) an e-mail message from the IMAP client, the corresponding voice message is permanently removed form the voice message store. When a voice message is deleted from the voice message store (deleted using a phone), the corresponding e-mail message is marked for deletion in the IMAP client. NOTE: Message deletion can vary depending on the IMAP client being used. Some clients simply mark the message as deleted while others permanently remove the message.
User Un-Deletes an E-mail Message that is Marked for Deletion | A user can undelete an e-mail message that is marked for deletion using the IMAP client however the voice message is not added back to the voice message store.
User Forwards an Email to another Unified Messaging User | Not supported.
User Replies to an Email | Not be supported.
User Requests Certified Receipt from an Advanced Messaging User | Users who send a certified voice message to a destination that has Embedded UM enabled will receive a certified receipt from the destination even if the recipient has not listened to or read the message.
User Creates a Duplicate of a Message in the Inbox | When a user creates a duplicate of a message (for example, in a 'copy to folder' operation) and there is a corresponding message in the voice message store, the duplicate message is automatically marked for deletion.
Confidential Voice Messages | A voice message that is marked as confidential is not included in the notification e-mail message. Instead, the text of the message directs the recipient to listen to the message using the TUI. The notification e-mail message is also not synchronized and its state remains the same even when the recipient reads or deletes the voice message.

Related Topics

- Embedded Unified Messaging- Description

- Embedded Unified Messaging - Conditions

- Embedded Unified Messaging - Programming