Alcatel-lucent 4610 IV R30 User Manual

Alcatel 4610 IV

Release 3.0

User's reference manual

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WHEN YOU NEED HELP

If you contact our Technical Support hotline, please have the following information: The name and version number of the product about which you are calling: i.e. Alcatel 4610 IV, Release 3.0

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Table of Contents

1 Introduction 7

1.1 How to Use the Manual 7

1.2 The Presentation Principle 8

1.3 The System Administrator 9

2 Helpful Terms 13

Feature List 16

3 Administration 17

3.1 General Hints 17

Specific Key Functions 17 Entering the Administration Menu 18

3.2 Overview of Administrative Functions 19

Change of Administrator Password 21 Set Time and Date 22 Define Opening Hours 24 Select Language 26 Switch Opening/Closing Hours 28 Overview of System Administration Parameters 29

3.3 Automated Attendant 30

What is an 'Automated Attendant'? 30 Modify Opening Hours Menu 32 Record Main Menu 37 Record Company Greeting 39 Modify Submenu 41 Record Submenu 44 Change Default Function 46 Short Cut 48 Common Mailbox 50 Operator's Number 51 'Press Star' Question 53 Change Transfer Type 54

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Function for 'Non Existing Mailbox' 56 Record 'Good Bye Announcement' 58 'Select Language' Question 59 FAX Switch 60 Modify Closing Hours Menu 61 Copy Opening Hours Menu 62

3.4 Infobox/Audiotex 63

Modify Infobox 64

Record Infobox 65 Modify Function 66 Delete Infobox 68

3.5 Mailbox Administration 69

Install Mailbox 71 Modify Mailbox 72

Reset the Password 73 Change Notification Type 74 Delete Mailbox 75 Enable/Disable Answer Only Mode 76

Switch Standard/Guest Mode 78 Record Notification Announcement 79 Distribution List 80

Create Distribution List 81

Listen/Modify Distribution List 82

Broadcast 83 Overview of Mailbox Parameters 84

3.6 Statistics 85

Mailbox-Statistics 87 Infobox-Statistics 88 Clear Statistics Counters 89 Automated Attendant-Statistics 90 System Utilisation-Statistics 91 Largest Mailboxes-Statistics 94

3.7 Read SW-Version 95

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4 Voice Mail Functions 96

4.1 General Hints 98

Play Back Control 99 Recording Control 100

4.2 Overview of Functions: Standard Mode 101

Open the Mailbox 102 Open the Mailbox the First Time 104 Listen to New Messages 107 Listen to Archived Messages 108 Send a Copy of a Message 109 Reply to a Message 110 Send a Message 111 Dial by Name 112 Distribution List 113

Create Distribution List 114

Listen/Modify Distribution List 115 Check the Receipt of a Message 116 Record the Personal Greeting 117 3 Greetings ON/OFF 118 Record 3 Personal Greetings 119 Modify 3 Personal Greetings 121 Select Personal Greetings 122 Record the Name 123 Notification Number 124 Notification Schedule 126 Notification ON/OFF 128 Notification Call/Remote Consultation of the Mailbox 129 Change of your Personal Password 130 Select your Language 131 Enable/Disable Answer Only Mode 132 Information Service 133

4.3 Overview of Functions: Guest Mode 134

Open the Guest Mailbox the First Time 136 Guest Mailbox: Listen to Messages 137 Guest Mailbox: Remote Consultation 138

5 Overview of Automated

Attendant Parameters 139

6 Index 140

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1 Introduction

By covering voice processing requirements, the Alcatel 4610 IV helps the customers of small and medium enterprises to get out more of their business - especially with regard to the areas "Greeting", and "Mobil ity". These specific solutions are called applications. The following ge neric applications are available:

• Voice mail / Voice Messaging

• Automated Attendant

• Infobox / Audiotex

The Alcatel 4610 IV provides in Alcatel Office PBXs for hotel applications an integrated voice messaging solution for guests and staff of hotels and related markets.

The intended audience of this manual are people in charge of the ad ministration of the Alcatel 4610 IV.

This manual describes the procedures and commands to customise your specific configuration to the needs of your organisation and to keep the 'voice image' of your company always up to date.

As more technical details might be interesting for the administrator than for the mailbox user, this manual contains additional information in relation to voice mail and voice messaging as well as 'technical details' about functions (see clause 1.2 "The presentation principle").

1.1 How to Use the Manual

It is presumed that the Alcatel 4610 IV is installed and the basic configu ration is done by authorised maintenance staff.

All chapters which refer to the handling and configuration of the Alcatel 4610 IV are structured according to the tasks to be done either by the user or the system administrator such as creation or modification of a mailbox, the Automated Attendant or an Infobox.

By using the table of contents you can quickly locate any feature or con figuration parameter you want. For more complex parameters you can find a practical example.

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1.2 The Presentation Principle

The following presentation principle is used in this guide.

Name of the option

 Explanation of the option

Description box

Technical details

Description of the ma nipulation

Useful hints

Icons in the description box on the lefthand side are representing the required manipulations or system actions.

Press or dial

Listen

Password

Record

Message waiting

Open the

mailbox

Call

Hang up

Enter

administration

Keys to be pressed are represented by e.g. <1>.

Names of menus to be selected are represented by e.g. 'New messages'.

This icon will draw your attention to warnings.

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1.3 The System Administrator

To be system administrator is a very responsible task. A high percentage of good acceptance of the system by the customer as well as by your own organisation lies in your hands. Here are some hints to give you a good start:

Voice Mail and Voice Messaging:

• When the system was set into operation the first time:

Standard Mailbox

- Make sure that all users have their user guide available.

- Organise a common user training. Users feel more comfort able in using their mailboxes during their daily business, when they understand the principles. Point out the benefits how voice messaging can ease commu nication.

- Demonstrate the functionality and how to access the mailbox from intern your company and from outside.

- Explain how they can form their greeting. Give them examples, some are listed in the box below.

Examples:

'Hello! This is the mailbox of .... (name). I am out of my

office until ........ o'clock, inspecting our construction sites.

Please leave me a personal message. I'll return your call within 4 hours. If you need assistance, press 0 now.'

'Hello, you have reached the personal mailbox of ....

Today you can reach me again in the office at ... o'clock. In

urgent cases you can reach me at ....

my colleague ....

will be happy to help you. If you prefer to leave me a message, please do so now'.

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(name) at extension ......... (extension number)

(telephone number). Also

(name).

Technical details:

Plug and Phone functionnality, available in Alcatel Office release 320A, creates automaticaly standard mailbox for each installed sub scriber set. Therefore, the mailbox owner has just to enter a password and to record his name to setup his mailbox . See clause 3.5 (page

69) and page 104.

- Explain how the diversion to the mailbox can be activated/ deactivated. Ask users not to 'hide' behind their mailbox, when they are in their office the diversion has to be deactivated and calls answered personally.

- Tell them to consult their mailbox, immediately when the 'mes sage waiting' indication becomes switched on and to answer the messages. People will appreciate their fast response. If you are out of the office: Use notification respectively check for voice message twice a day.

- Remember users to delete unused and archived messages after a while.

- Offer general information using the broadcast option.

- Give support in creating distribution lists.

- Let your customers know about your voice mail system.

- Explain how a secretary can transfer a call in someone else's mailbox.

- When a 'common' mailbox is assigned make sure that a re sponsible person consults this mailbox frequently.

- Disable call diversion to a mailbox for services that must be reached (operator, medical care, security services, fire brigade ... ).

Guest Mailbox

- Explain how to enter the personal password and that it is only necessary for external consultation of the guest mailbox.

- If the guest mailbox is used in a hotel environment make sure that the receptionist informs the guest that he has a personal voice mailbox allocated to his room telephone.

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- If the Alcatel 4610 IV is integrated in an Alcatel Office PBX re lease 320A for hotel applications the mailbox password and the language of the voice guidance is allocated during check in procedure. If the language is not persistant the 'Primary Lan guage' is taken as default. The mailbox number is identical to his room telephonenum ber. A password is necessary for direct outward dialling as well as for consultation of his mailbox from outside his room. If the guest is checkedout his mailbox is deleted immediately except messages are still in his mailbox. In this case the mail box stays available for consultation at least one hour after checkout.

• When you install a mailbox for a new user

- Make sure that the user manual is available.

- Make a short user training covering the same points as in sec tion 'When the system was set into operation the first time'.

• Monitoring the application

- Check statistics regularly to control the acceptance by the cus tomers and propose improvements to your management.

- Check statistics regularly to detect problems (e.g. users who do not listen to messages or who do not delete old messages).

Automated Attendant and Infoboxes/Audiotex:

• Designing the application

- Make sure people can always reach a person (operator) and never will get the impression of being trapped in the system.

- Consider callers with rotary phones, not being able to send DTMF-digits. After a short time-out within the main menu the Alcatel 4610 IV should transfer the call to the operator or a free agent. A voice prompt informs the caller of the transfer in progress.

- Keep the structure of your Automated Attendant as simple as possible. A menu should not exceed more than 4 options.

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- Record the menus of your application with a friendly and wel coming voice. In order to ensure best results of voice quality never use hands-free during recording of voice prompts. People will remind the menu option better, when it starts with the service first and the appropriated key at the end of the op tion.

Example: '...for the order department, press <2>.'

- Promote also internal information services like: training depart ment, medical service, pension fund, etc.

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2 Helpful Terms

Broadcast You can use the number 000 to send ('broadcast')

a message to all subscribers of the application. All

installed and initialised mailboxes are included automatically.

Consultation You can open your mailbox to listen to new and/or

archived messages.

Control functions

Play back control:

You can replay, rewind 10 seconds, forward 10 se conds, pause, go to the beginning or to the end of the recording whenever listening to a recording (voice mail or infobox).

Recording control:

You can cancel the recording and re-record, pause

and finish recording, whenever you are recording a

text (voice mailbox, infobox, greetings, name or menu prompts).

Dial by name You can send a message to another mailbox by

dialling the name instead of dialling the mailbox number, using the letters on the key pad of your tele phone set. Dial by name is also applicable in Auto-

mated Attendant (AA). Press <#>, followed by the digits corresponding to the letters of the name.

Distribution list You can use a distribution list to send a message to

a group of persons using one destination number only.

Delete You can delete a message when you are listening to

it.

Greetings You can record three different greetings. You can

select the greeting which applies best.

Infobox An infobox contains any kind of voice info (audiotex

functionality). No messages can be left.

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Language An external caller and the mailbox owner can select

their preferred operation language of the voice me

nus, depending on the installation.

Mailbox

Standard Mailbox

A mailbox is dedicated to an owner. It bears the owner's recorded name and welcomes the caller with a personal recorded greeting. Messages can be left in the mailbox. Only the owner can consult the mailbox and act on his messages.

Answer Only Mailbox

If the 'Answer only mode' of a mailbox is enabled the caller can listen to the greeting but can't leave a message.

Common Mailbox

If for a standard mailbox - which is defined for the functions 'Short Cut', 'Default Function for the Auto

mated Attendant' or 'Function for Non Existing Mail

box' - no personal greeting is recorded the'Com

mon Mailbox Announcement' is played.

Guest Mailbox

This mode of mailbox can be used in a:

Hotel environment (Alcatel Office PBX release 320A)

During checkin of the guest a mailbox is automati

cally installed. A password and the preferred langu

age is assigned. The mailbox is deleted at checkout

procedure.

The guest may record his name. The password must be entered if he consults his mailbox from outside the hotel room.

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Office environment

The mailbox is installed using the administration menu. During first consultation the name must be recorded and a password entered. Name and pass

word can't be changed by the owner. The password must only be used for remote consultation.

Message receipt You can check whether the message, you have sent

to a subscriber, has been listened to.

Message reply Subscribers can send the response to a voice

message directly into the sender's mailbox.

Name Each subscriber records his name when he is

initialising his mailbox.

Notification The Alcatel 4610 IV informs you when messages

have arrived

in your mailbox by calling you on any phone speci

fied by you.

Password

Personal Password

The personal password ensures privacy by protect ing the mailbox against misuse by another person.

Administration Password

The administration password protects the used

Alcatel 4610 IV configuration against misuse by

another person.

Send Copy You can send a copy of a message to another mail

box, to a distribution list or broadcast it. The system

asks you to record an introduction to the message

before the copy is sent.

Subscriber The person who owns a standard mailbox.

Telephone system The Alcatel 4610 IV is part of the Alcatel Office

telephone system.

Timestamp You can request information on time and date when

the message arrived in your mailbox.

Voice Mail The part of the Alcatel 4610 IV which processes

voice mails.

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Feature List

Archive messages Automated Attendant Broadcast Change of password Check receipt of message Dial by name Distribution lists FAX-Switch Infoboxes/Audiotex Information service (Internal) Listen to new messages Listen to archived messages Notification Mailbox (Standard, Guest and Answer Only Mode) Multi-lingual: Mailbox, Automated Attendant, Infoboxes/Audiotex, In formation service (Internal) (not generally available) Personal greeting Play back control, recording control Read SW-Version Record the name Remote consultation of the mailbox Reply to a message

Select personal greeting 1, 2 or 3 Send a message Send a copy of a message Statistics Submenus for Automated Attendant Timestamp Switch to 'Answer Only Mode'

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3 Administration

3.1 General Hints

These functions help to administrate easily the Alcatel 4610 IV by voice guided communication.

The communication between the administrator and the administration menu is based on inputs via the keys of a multi frequency telephone key pad and voice announcements of the administration menu.

Every input is confirmed with a voice announcement. Correct inputs will let you continue. When a input can't be accepted of some reasons, the administration menu will ask for a new input.

Specific Key Functions

The following keys have specific functions:

 Press

nounce- ment, Infoboxes/Audiotex, Personal greet ing, Mailbox name.

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to perform one of the following actions:

- confirm your previous input,

- skip an announcement (example: bypass listening to an announcement),

- step forward in a list.

at any time you

- either want to cancel a previous input or

- exit from a menu or list.

to delete an individually recorded announcement.

If deleted the default announcement is played ('no recording' in case of external Infobox/Audiotex). The following announcements can be deleted: Main menu, Company greeting, Submenu(s), Call release ('Good bye') announcement, Notification an

Entering the Administration Menu

 The administration menu provides a selection of administrative para

meters to create and maintain the Alcatel 4610 IV.

Dial the phone number

Phone number of Alcatel 4610 IV

Company greeting

Start consultation

Administration mailbox number

Password

of the Alcatel 4610 IV. The number depends on the usage and can be:

a) Either the number of

the operator group (if the Alcatel 4610 IV is part of an operator

group)

b) System number of the

Alcatel 4610 IV.

Press <#> during listen ing the 'Company greet ing' (only in case a)).

Press <0> for the administration menu.

Enter the password. When you are entering this option the first time the default password is

<4444>.

This basic, recurrent ma nipulation 'Entering the administration menu' is represented by the fol lowing symbol:

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3.2 Overview of Administrative Functions

Administration menu

OPENING/CLOSING HOURS

INSTALL MAILBOX

MODIFY MAILBOX

MODIFY INFOBOX

SELECT LANGUAGE

DISTRIBUTION LISTS

AUTOMATED

ATTENDANT

TIME AND DATE

CHANGE ADMINISTRATOR PASSWORD

Automated Attendant

OPENING HOURS MENU

CLOSING HOURS MENU

COPY OPENING HOURS MENU

Time and date menu

SET TIME

SET DATE

DEFINE OPENING HOURS

Miscellaneous

RECORD "GOOD BYE" ANNOUNCEMENT

RECORD NOTIFI CATION ANNOUNCEMENT

ENABLE/DISABLE "SELECT LANGUAGE" QUESTION

MISCELLANEOUS

RELEASE

FAX SWITCH

READ STATISTICS

READ SW-VERSION

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Automated Attendant menu

MODIFY MAIN MENU

RECORD MAIN MENU

RECORD COMPANY GREETING

SUBMENU HANDLING

CHANGE DEFAULT FUNCTION

CHANGE "SHORT CUT"

CHANGE OPERATOR'S NUMBER

ENABLE/DISABLE "PRESS STAR" QUESTION

CHANGE TRANSFER TYPE

FUNCTION FOR 'NON EXISTING MAILBOX'

SUBMENU

MODIFY SUBMENU

RECORD SUBMENU

SUBMENU

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Change of Administrator Password

 The administrator password must be changed to protect the Alcatel

4610 IV from misuse.

Enter administration menu

Change administrator password

Enter new password

Confirm

- Don't forget the administrator password.

- If you forget the administrator password it can be reset by the service staff only.

Enter the administration menu.

Press <9> for 'Change administrator password'.

Enter the new password.

Press <#> to confirm.

The number of digits for the password must be four.

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Set Time and Date

 Set the Alcatel 4610 IV to the actual time and date.

Enter administration menu

Time and date

Enter the administration menu.

Press <8> for 'Time and date'.

Set time

Enter hour and minutes

Confirm

Set date

Enter day, month and year

Technical details:

If the Alcatel 4610 IV is installed in an Alcatel Office PBX release 320A the date and time is synchronized automatically.

Confirm

Press <1> for 'Set time'.

Enter two digits for the hour and two digits for the minutes.

Press <#> to confirm.

Press <2> for 'Set date'.

Enter two digits for the day, two digits for the month and two digits for the year.

Press <#> to confirm.

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Set Time and Date (continue)

Technical details:

Time

Hours: Two digits from 00 to 23, Minutes: Two digits from 00 to 59,

Example: 8 o'clock in the morning. Enter: 0, 8, 0, 0.

2 o'clock in the afternoon

Enter: 1, 4, 0, 0.

Date

Day: Two digits from 01 to 31

Month: Two digits from 01 to 12

Year: 98 for 1998

02 for 2002

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Define Opening Hours

 Define the requested schedule. For the following combinations one or

two ranges are possible:

 for each day of the week  for all days of a week  for working days (Mon.-Fri.)  for the weekend (Sat., Sun.)

Enter administration

Enter the administration menu.

Press <8> for 'Time and

Time and date

Define opening hours

Enter day of week

Enter start time 1

Enter end time 1

Enter start time 2

date'.

Press <3> for 'Define opening hours'.

Define day(s) of the week <1> Sunday <2> Monday <3> Tuesday <4>Wednesday <5>Thursday <6> Friday <7> Saturday <8> All days of a week <9> Working days <0> Weekend

Define the range.

The data input is announced. To skip a time announcement press <#>.

Enter end time 2

Press <#> to confirm.

Confirm

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Define Opening Hours (continue)

Examples for the range

One range Two ranges

Enter start time 1

Enter end time 1

Enter start time 2

Enter end time 2

Enter start time 1

Enter end time 1

Technical details:

Hours: Two digits from 00 to 23, In case of 'end time 1' also 24 is accepted. Minutes: Two digits from 00 to 59,

Example: 8 o'clock in the morning. Enter: 0, 8, 0, 0.

2 o'c in the afternoon

Enter: 1, 4, 0, 0.

08:00 08:00

12:00 12:00

00:00 13:00

00:00 18:00

All day open All day closed

00:00 00:00

24:00 00:00

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Select Language

 The administrator can select the language for the following recordings

- AA (Automated Attendant)

- Good-bye

- Infoboxes/Audiotex

- Outgoing call notifications.

Default, when entering administration menu, is the primary language. Before recording of one of the above mentioned announcements the administrator has first to choose in the 'Select language' menu the desired language. Then, without leaving the administration menu, the recording of e.g. the 'Main menu' is done in the language, which corresponds to the selected one.

The choice of the selected language remains unchanged until another language is selected or until leaving the administration menu. When entering the administration menu without selection of a language all recordings are per default for the primary language. This is the language which is - in case of multilingual AA - offered as option 1 to the caller. If the caller does not select the language, the primary language is used.

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Select Language (continue)

Enter administration menu

Select language

Enter number

Enter the administration menu.

Press <5> for 'Select language'.

Enter the number of the selected language.

Selecting the language does not affect the lan guage of the administra tion menus.

Technical details:

The default language, when entering the administration menu, is the primary language.

This option is not announced:

- When the Alcatel 4610 IV supports just one language.

Not generally available.

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Switch Opening/Closing Hours

 This option provides a manual switch between opening and closing

hours menu of Alcatel 4610 IV at any time. Basically the switch between opening hours and closing hours depends on the defined time schedule

of the opening hours (see chapter 'Define opening

hours').

When the opening/closing hours have been switched manually and afterwards the 'Defined opening hours' time Alcatel 4610 IVcurs, the manually activated switch-over is cancelled. Example: When you switch during opening hours manually to closing hours, next morning the Alcatel 4610 IV will switch to opening hours.

Enter administration menu

Enter the administration menu.

Technical details:

- The time dependent switch is always active.

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Switch opening/closing hours menu

Press <1> for 'Switch opening/closing hours' menu.

Enter the administration menu *)

Phone number of the Alcatel 4610 IV

Start consultation

Administration mailbox number

Password

*) For details see 'Entering the administration menu'

Change administrator password

Change administrator

password

Enter new password

Set time and date

Time and date

Set time

Enter hour/minutes

Confirm

Time and date

Set date

Enter day/month/ year

Confirm

Select language

Enter number

Define opening hours

Time and date

Define opening hours

Select day of the week

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

All days of

a week

Working days

Weekend

Overview of System

Administration

Parameters

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Define range

Start time, end time

3.3 Automated Attendant

The following chapter explains the functions of the Automated Atten dant. All terms which represent configuration parameters are printed bold. This should make it easier for you to remember when you listen to the spoken menus.

What is an 'Automated Attendant'?

The 'Automated Attendant' welcomes the caller with the 'company greeting' and 'transfers' the caller dependent on his choice to the ap

propriate destination. To establish this, all possible choices offered to the caller are proposed in a spoken 'main menu' and/or 'submenus'.

The Automated Attendant can be customised to the individual require ments of your company therefore the proposed choices can be different during 'opening hours' and 'closing hours' of your company. This results in two completely independent Automated Attendants. The switching between 'opening hours menu' and a 'closing hours menu' is done either manually by the administrator or automatically following a pre-programmed 'schedule' which is defined in the

'opening hours'. 'Multi-lingual' Automated Attendant: As option the language of

guidance can be selected by the caller.

More details?

To give you more details we will follow a caller on his way through the Automated Attendant. When a caller reaches the Automated Attendant he will hear the 'company greeting' first. Then he is asked to press the star key (the 'press star question' is an optional function) to check whether he is using a dual touch-tone telephone. After pressing the star key the caller has the choice to select his preferred language for guidance (the 'select language question' is optional and depends on the number of installed languages).

The caller reaches now the 'main menu' of the Automated Attendant where specific 'functions' are assigned to the digit keys of the tele phone key pad. He can select one of this proposed functions while he is guided by a recorded 'main menu' announcement.

If configured, the caller can reach one of several submenus. This se cond level of the Automated Attendant allows optimum coherence to the subscriber's organisation.

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+ 115 hidden pages