AT&T PARTNER MAIL User Manual

AT&T

PARTNER MAIL®

Voice Messaging System Release 3 Planning, Installation, and Use

AT&T 585-322-516

Issue 1

June 1996

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

You and the System Manager of the communications system are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. You and the System Manager are also responsible for reading all installation, instruction, and system administration documents provided with this product in order to understand fully the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk.

AT&T does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. AT&T will not be responsible for any charges that result from such unauthorized use.

Federal Communications Commission (FCC) Statement

This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. For more FCC information, see the Programming and Use guide for your communications system.

Industrie Canada (IC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set forth in the radio interference regulations of Industrie Canada. For more IC information, see the Programming and Use guide for your communications system.

Le Présent Appareil Numérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la classe A préscrites dans le Réglement sur le brouillage radioélectrique édicté par Industric Canada. Vous troverez des renseignements complémentaires au guide de Programming and Use pour votre systéme.

Trademarks

HackerTracker, PARTNER, and PARTNER MAIL are registered trademarks of AT&T in the U.S. and other countries. NetPROTECT is a service mark of AT&T in the U.S. and other countries. Phillips is a registered trademark of the Phillips Screw Co.

Ordering Information

Call:

Write:

Order:

For information about other documents, refer to the section entitled, “Related Documents” in “About This Book.”

Publications Fulfillment Center Voice 1 800 457-1235 Fax 1 800 457-1764

Publications Fulfillment Center P.O. Box 4100 Crawfordsville, IN 47933

Document No. 585-322-516

International Voice 317 361-5353 International Fax 317 361-5355

Support Telephone Number

In the continental U.S., AT&T provides a toll-free customer hotline 24 hours a day. Call the hotline at 1 800 628-2888 or your authorized dealer if you need assistance when programming or using your system. Outside the continental U.S., contact your Sales Representative or your local Authorized Dealer.

AT&T Corporate Security

Whether or not immediate support is required, all toll fraud incidents involving AT&T products or services should be reported to AT&T Corporate Security at 1 800 821-8235. In addition to recording the incident, AT&T Corporate Security is available for consultation on security issues, investigation support, referral to law enforcement agencies, and educational programs.

AT&T Fraud Intervention

If you suspect you are being victimized by toll fraud and you need technical support or assistance, call the National Service Assistance Center at

1 800 628-2888.

Contents

About This Book

■

Purpose and Audience

■

Terms

■

How to Use This Book

■

Typographical Conventions

■

Safety Labels

■

About This Book

Purpose and Audience

This book explains how to install, program, use, and upgrade the PARTNER MAIL® Voice Messaging System. It also explains how to program the PARTNER® II or PARTNER Plus Communications System to work with the mail system. It is written primarily for the system administrator, the person in the company who is responsible for the mail system.

Terms

To simplify the text, product names are shortened:

■

Mail system refers to the PARTNER MAIL Voice Messaging System Release 3.

Communications system refers to the PARTNER II Release 3 or later or

■

PARTNER Plus Release 3.1 or later Communications System.

In addition, the following terms are important to know:

Mailbox refers to a destination in the mail system to which a call can be

■

transferred. There are several types of mailboxes; the most commonly used type is the Call Answer Service mailbox in which callers can leave voice messages. You will learn about the other types when you read “Call Answer Service” in Chapter 1.

■

Subscriber refers to a person who owns or has responsibility for a mailbox.

About This Book

How to Use This Book

As System Administrator of the mail system, you will be the primary user of this book. To gain a general understanding of the mail system’s functions and features, and your responsibilities related to programming and system security, read Chapter 1.

To record decisions about how the mail system is set up, work with your salesperson or communications consultant to fill out the mail system Planning Forms in Appendix A.

The communications system Planning Forms should be updated by the System Manager of the communications system. Relevant communications system Planning Forms are described in Appendix B for your information. If you need additional information about a communications feature, refer to the Programming and Use guide for the communications system.

Using the information from the Planning Forms, a technician will install the mail

system hardware as instructed in Chapter 2. Then the technician will program the mail system and the communications system as described in Chapters 3 and 4. The technician also will perform the verification tests in Chapter 6.

After the mail system is installed, you can use Chapter 5 as a reference when programming and using the mail system. At the back of this book is a pictorial foldout, representing system administration menus in English, French and Spanish.

If you have a problem with the mail system, follow the troubleshooting procedures in Chapter 6. If you need help, you can call for support as described on the inside front cover of this book.

If the mail system hardware is not at maximum capacity and your company grows, a technician can upgrade the mail system, as described in Chapter 7, to allow for more users or to support a greater volume of calls. Before making changes to your mail system, you should update the Planning Forms in Appendix A.

Typographical Conventions

As a visual cue in an instruction, a number, letter, or word in a small box represents a button on the telephone. In the mail system, you press a button to

select an option from a menu. For example, press [

9 ] for System Administration.

About This Book

Safety Labels

Toll fraud security hazards are indicated by an exclamation point inside a triangle and the words Security Alert.

Security Alert:

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Be sure to read “Your Responsibility for Your System’s Security” on the inside front cover of this book, as well as “System Security” in Chapter 1.

Hazardous situations are indicated by an exclamation point in a triangle and the word Caution or Warning.

CAUTION:

Caution indicates the presence of a hazard that could cause minor personal injury or property damage if the hazard is not avoided.

WARNING:

Warning indicates the presence of a hazard that could cause death or severe personal injury if the hazard is not avoided.

Overview of System Services and Features

This chapter describes the mail system and explains the responsibilities of the

System Administrator. Features in boldface are described in greater detail in Chapter 5.

Introduction

The PARTNER MAIL Voice Messaging System (hereafter called the mail system) works with the PARTNER II or PARTNER Plus Communications System

(hereafter called the communications system) to automate the call answering,

voice messaging, and call routing needs of your company.

The mail system is available in three configurations:

■ Two-port system with a message storage capacity of 6 hours

■ Four-port system with a message storage capacity of 11 hours

■ Six-port system with a message storage capacity of 16 hours

Which mail system you need depends on the number of users and the volume

of calls you have. If you purchased a mail system that has less than the maximum number of ports or the maximum amount of message storage capacity, you can add to it as the needs of your business grow. For more information, contact your sales representative or your local authorized dealer.

A Remote Maintenance Device (RMD) is included with the mail system. This device is used for remote maintenance and diagnostic services by authorized service personnel.

Overview of System Services and Features

1-1

PARTNER MAIL Services

The mail system provides three services:

Automated Attendant Service answers calls on specified lines and routes

■

the calls to pre-defined destinations or destinations that callers select from a menu of choices.

■

Call Answer Service picks up unanswered calls and transfers them to pre-defined mailboxes.

Voice Mail Service enables a subscriber (a person who owns or has

■

responsibility for a mailbox) to retrieve messages and to send messages to other subscribers.

The mail system can operate in English (North American), French (Canadian), and Spanish (Latin American). All services can be implemented in one language (monolingual mode) or in two languages (bilingual mode). In bilingual mode, one of the languages must be English; callers can choose which of the two languages they want to hear. For more information, see Language.

Figure 1-1 shows the main features associated with each service. A description of the services and their associated features follows the illustration.

1-2

Overview of System Services and Features

PARTNER MAIL Services

PARTNER MAIL System

Monolingual/Bilingual

Mode

Voice Mail Service

Allows subscribers to:

■

Send Messages

■

Listen to Messages

■

Reply to Messages

■

Forward Messages

■

Delete Messages Record Personal Greeting

■

Administer a Personal

■

Operator

■

Change Password

■

Administer Outcalling

In bilingual mode, after logging in, subscribers hear prompts in the language administered for their voice mailbox.

Immediate

Call Handling

The PARTNER MAIL system answers external calls. Callers receive Automated Attendant Service. The receptionist answers calls that have overflowed from the mail system.

Automated Attendant Service Call Answer Service

Allows callers to choose from menu to:

Transfer to specific

■

extensions

■

Play pre-recorded announcements

Can also:

■

Automatically route calls

■

Accept fax calls

■

Use programmed Business Schedule

■

Provide customized afterhours service

In bilingual mode, callers can choose to hear prompts in the system’s primary or secondary language.

Allows callers to leave a message or transfer to another extension when the called party does not answer.

In bilingual mode, callers hear the personal greeting in the language administered for the voice mailbox. Callers can choose to hear prompts in the alternate language.

Delayed

Call Handling

The receptionist answers external calls. Overflow calls go to PARTNER MAIL Automated Attendant Service.

Figure 1-1. Overview of System Services and Features

Introduction

1-3

PARTNER MAIL Services

Automated Attendant Service

Automated Attendant Service answers calls and plays a menu of options. Callers can press buttons to select options, thereby determining how their calls will be handled.

■

The Automated Attendant’s Main Menu can include options to:

Transfer the caller to an extension or mailbox that you specify.

—

Play a Submenu of additional options.

—

Play an Announcement containing frequently requested information

—

(such as directions to your office or your business hours). Prompt the caller to dial a transfer destination. If callers are not

—

familiar with your extension numbers, you can create a Directory of subscribers that they can use.

■

Callers using rotary phones or callers needing assistance are automatically transferred based on the Dial 0/Timeout Action that you specify. For example, callers can be transferred to a person of your choice or to the Automated Attendant’s General Mailbox.

■

If many of your callers have rotary phones, you can turn on a Touch-Tone Gate so those calls can be handled more quickly. In this case, a Touch-Tone Gate Greeting plays before the Main Menu. In

bilingual mode this greeting enables callers to choose the language they want to hear. For more information, see Greetings (System).

If the Touch-Tone Gate is off, the Main Menu is the first thing callers hear

when the Automated Attendant answers. If the mail system is in bilingual

mode, the Main Menu prompt enables callers to choose the language

they want to hear.

■

An Automated Attendant operates in day mode when the business is

open and in night mode when the business is closed. Each mode has its

own menu structure. The Schedule Controller determines whether the

Automated Attendant follows the communications system’s Night Service setting or an independent schedule that you program.

■

You can choose to have one or up to three Automated Attendants. If you have multiple Automated Attendants, each one has its own set of menus

and schedule. For more information, see Single/Multiple Automated

Attendant.

If you have multiple Automated Attendants, you must assign lines that are

designated for Automated Attendant Service using Group Call

Distribution (#206) Setting 1 to Automated Attendant 2 and Automated

Attendant 3. Any lines not assigned to Automated Attendant 2 or 3 are

answered by Automated Attendant 1. For more information, see Line

Assignments.

1-4

Overview of System Services and Features

PARTNER MAIL Services

Interactions with the Communications System

Automated Attendant Service is used with the following communications system

features:

Group Call Distribution (#206) Setting 1 identifies the lines to be

■

answered by Automated Attendant Service. VMS Hunt Schedule (#507) specifies when the communications system is

■

to route calls to Automated Attendant Service:

Always (factory setting).

—

Day Only (only when the communications system’s Night Service is

—

off).

Night Only (only when the communications system’s Night Service is

—

on).

VMS Hunt Delay (#506) specifies whether Automated Attendant Service

■

is to provide immediate or delayed call handling (see Figure 1-2):

Immediate (factory setting). Automated Attendant Service answers

—

calls on the second ring. The receptionist acts as backup. This allows most calls to be routed to the correct destination without the assistance of the receptionist.

Delayed. Automated Attendant Service answers calls after the fourth

—

ring. This delay gives the receptionist an opportunity to answer the

call if he or she is available.

Automated Attendant Service recognizes calls from fax machines that produce industry-standard fax calling (CNG) tones. If VMS Hunt Delay is set to Immediate, you can specify a fax extension or a fax Hunt Group to which the Automated Attendant transfers fax calls. You also can specify an extension to be notified when a fax arrives. For more information, see

Fax Extension and Fax Message Receiver.

For more information about these communications system features, see the Programming and Use guide for your communications system.

Introduction

1-5

PARTNER MAIL Services

Immediate Call Handling

Incoming Calls

Figure 1-2. Immediate and Delayed Call Handling

Here are a few simple ways to set up Automated Attendant Service:

Control Unit

PARTNER MAIL

answers on

the second ring

Receptionist

backs up

PARTNER MAIL

Delayed Call Handling

Control Unit answers incoming picks up unanswered

■ Case 1: The receptionist is the primary call handler. Automated

Attendant Service handles overflow.

Use Group Call Distribution (#206) Setting 1 to identify the lines to be

1. answered by Automated Attendant Service.

Receptionist PARTNER MAIL

calls

calls after the fourth ring

Set VMS Hunt Schedule (#507) to Always. Set VMS Hunt Delay (#506) to Delayed.

Case 2: Automated Attendant Service is the primary call handler.

■

Use Group Call Distribution (#206) Setting 1 to identify the lines to be

1. answered by Automated Attendant Service.

Set VMS Hunt Schedule (#507) to Always.

Set VMS Hunt Delay (#506) to Immediate.

1-6

Overview of System Services and Features

PARTNER MAIL Services

Case 3: The receptionist answers calls during the day; Automated

■

Attendant Service answers calls at night.

Use Group Call Distribution (#206) Setting 1 to identify the lines to be answered by Automated Attendant Service.

Set VMS Hunt Schedule (#507) to Night Only.

Set VMS Hunt Delay (#506) to Immediate.

Call Answer Service

Call Answer Service picks up unanswered calls and transfers them to predefine mailboxes. You must create a mailbox for each destination to which callers can be transferred, with the following exceptions:

Fax Extensions should not have mailboxes.

—

The Call Answer Service Operator does not have to have a mailbox.

—

The Call Answer Service Operator is the extension to which you can choose to transfer callers who need help.

There are four types of mailboxes that you can create.

■

A Call Answer Service mailbox provides message storage space. When a caller reaches a Call Answer Service mailbox, the caller hears a

greeting. If the mail system is in bilingual mode and the subscriber recorded a greeting in two languages, the caller can switch between the two languages. The caller can record a message, review and edit it, and transfer to another extension or an operator.

When a caller leaves a message, Call Answer Service turns On the message light on the subscriber’s phone. If the subscriber’s mailbox has

Outcalling privileges and the subscriber has Outcalling turned On, Call Answer Service calls the numbers specified by the subscriber. The

subscriber can remotely log in and retrieve the message.

■

A Bulletin Board Mailbox provides an information message up to four minutes long. When a caller reaches a Bulletin Board mailbox, the caller hears the message. The caller cannot leave a message, but can transfer to another extension.

A Bulletin Board mailbox is particularly useful for information that changes frequently. The information can be modified easily without

entering System Administration.

An Automated Attendant mailbox provides access to a pre-defined

■

Automated Attendant. A caller who reaches an Automated Attendant

mailbox hears whatever was recorded for that Automated Attendant. The caller can make selections from the Automated Attendant’s menus.

Introduction

1-7

PARTNER MAIL Services

A Transfer-Only mailbox allows transfer to an extension that does not

■

need message storage space, for example, the extension in a conference room. When a caller reaches a Transfer-Only mailbox, the caller hears a greeting. The caller cannot leave a message, but can transfer to another extension.

You can create mailboxes of any type for Calling Groups and Hunt Groups. When a caller reaches a Group Mailbox, the call is handled according to the type of mailbox it is, as described above. If you create a Call Answer Service mailbox for the group, you can assign a Group Mailbox owner. Then, when a message is placed in the Group Mailbox, Call Answer Service turns On the message light on the owner’s phone.

For more information about creating mailboxes, see Mailbox.

Interactions with the Communications System

Call Answer Service is used with the following communications system features:

■

Automatic VMS Cover (#310) is assigned to extensions for which unanswered intercom and transferred calls are to be automatically routed to Call Answer Service after a specified number of rings (3 rings for Release 3.1 and earlier communications systems; 1 to 9 rings for later communications systems).

■

VMS Cover can be programmed on a subscriber’s phone to turn VMS Cover on and off. This button can be programmed regardless of the Automatic VMS Cover setting for that extension. However, if Automatic VMS Cover is Assigned and a VMS Cover button is programmed, the subscriber must use the button to turn VMS Cover on.

■

Voice Mailbox Transfer can be programmed on a subscriber’s phone to transfer callers directly to another subscriber’s mailbox without ringing the other subscriber’s extension first. This feature is useful when one subscriber is handling calls for another subscriber who is not at his or her desk.

■

Group Call Distribution (#206) Setting 3 (VMS Line Cover) can be used to identify lines on which calls go to a pre-defined mailbox after four rings. If the mail system Line Ownership feature is used to assign an owner to a line, calls go to the line owner’s mailbox. If Line Ownership is not used, calls go to the General Mailbox for Automated Attendant 1.

■

Line Coverage (#208) can be used as an alternative to Group Call Distribution Setting 3 to assign ownership for a line to an extension. Calls on the owned line go to the line owner’s mailbox. This feature is available only on communications system Release 4.0 and later.

1-8

Overview of System Services and Features

PARTNER MAIL Services

Group Call Distribution (#206) Setting 3 and Line Coverage Extension (#208) differ from each other in the following ways:

Distributio

*This setting applies to all extensions programmed for Voice Mail coverage.

For more information about these communications system features, see the Programming and Use guide for your communications system.

Voice Mail Service

Voice Mail Service provides features that let subscribers manage their own mailboxes. A subscriber with a Call Answer Service mailbox or a Transfer-Only mailbox can:

■

Record a name and greetings that callers hear. Hearing the name and a greeting in the subscriber’s voice reassures callers that they have reached the correct destination.

Group Call

Setting 3

Line

Coverage

Extension

Calls normally Can send calls

go to

Mailboxes after mailboxes

4 rings

1-9 rings as Yes, using Do specified by Not Disturb and VMS Cover VMS Cover Rings (#117)* button.

immediately to coverage on

No No

Can turn

and off

Yes, using VMS Cover button

The subscriber can record and store up to three greetings to cover different situations. Then the subscriber can easily activate the appropriate greeting without having to re-record it. If the system is in bilingual mode, the subscriber can record up to three greetings in each language. For more information, see Greetings (Personal).

■

Choose a password to keep messages in the mailbox confidential. The subscriber should change the password regularly and keep it secure. For more information, see Personal Mailbox Administration.

■

Choose the extension to receive the call if the caller presses [

0 ] before,

during, or after leaving a message. For more information, see Personal Operator.

■

In bilingual mode, listen to Voice Mail prompts in the language programmed for the mailbox. See Mailbox.

Introduction

1-9

System Administrator’s Responsibilities

In addition, a subscriber with a Call Answer Service mailbox can:

■

Create and send messages. The subscriber can address a message to a specific mailbox number, choose the mailbox from a list of subscribers, or specify a pre-designated group of subscribers. For more information, see Personal Mailbox Administration.

The System Administrator can send a message to all subscribers. For more information, see Broadcast Messages.

■

Listen to messages from callers.

Reply to messages sent by subscribers with Call Answer Service

—

mailboxes. Forward a received message to one or more subscribers with Call

—

Answer Service mailboxes, with additional comments if desired.

For more information, see Personal Mailbox Administration.

■

If the mailbox has Outcalling privileges, administer Outcalling from any on-site or remote touch-tone phone:

Designate up to five phone numbers to be called when a message

—

arrives in the mailbox. Specify the number of times the list of numbers is dialed.

—

Specify the times when Outcalling takes place.

— —

Turn Outcalling On and Off.

System Administrator’s Responsibilities

The mail system is set up to meet the needs of your business, based upon the information that you provide prior to installation. As System Administrator, you have two primary areas of responsibility after installation: system security and routine maintenance.

System Security

Toll fraud is the unauthorized use of your telecommunications system by third parties to make long-distance telephone calls. Under the law, you, the customer, are responsible for paying for part or all of those unauthorized calls. Thus the following information is of critical importance to you.

Criminals called hackers may attempt to gain unauthorized access to your communications system and your mail system. Hackers often attempt to trick a company’s employees into providing them with access to an outside line or an outside operator.

1-10

Overview of System Services and Features

System Administrator’s Responsibilities

Hackers may pose as telephone company employees or employees of AT&T, Lucent Technologies, or your local authorized dealer. Hackers will go through a company’s trash to find directories, dialing instructions, and other information that will enable them to break into the system. The more knowledgeable they appear to be about employee names, departments, telephone numbers, and

the internal procedures of your company, the more likely it is that they will be

able to trick an employee into helping them. Hackers concentrate their activities in two areas related to the mail system:

■

They try to dial into a mailbox, then execute a transfer by dialing [ ★ ] [ T ].

Then they dial an access code, followed by a digit string to either direct

dial or access a network operator to complete the call.

■

They try to locate unused or unprotected mailboxes and use them as drop-off points for their own messages.

Preventative Measures

The following measures should be taken on the communications system side to

limit the risk of unauthorized activity by hackers:

■

All lines should be removed from the Remote Maintenance Device using

Line Assignment (#301).

■

If Outcalling is not permitted, the extensions connected to the mail

system unit and the Remote Maintenance Device should be restricted to Inside Only using Outgoing Call Restriction (#401). This denies access to outside lines.

■

If Outcalling is permitted, Outgoing Call Restriction should be used with Allowed and Disallowed Lists to meet the needs of the business while

maintaining the security of the system.

Security Alert:

Outcalling introduces the risk of toll fraud abuse. Outgoing Call Restriction, Allowed Lists, and Disallowed Lists can reduce the risk. Extensions connected to the mail system ports should be restricted as much as the needs of the business allow.

For the extensions connected to port 1 on a two-port system, ports 1, 2,

and 3 on a four-port system, or ports 1 through 4 on a six-port system,

Outgoing Call Restriction should be set to Inside Only.

Introduction

1-11

System Administrator’s Responsibilities

For the extensions connected to the Outcalling ports (port 2 on a two-port

system, port 4 on a four-port system or ports 5 and 6 on a six-port system), Outgoing Call Restriction should be set to the most restrictive value that the business allows; then Allowed and Disallowed Lists should

be assigned as needed. For example, if Outgoing Call Restriction is set

to Inside Only, an Allowed List containing all numbers to which Outcalls are allowed must be created. This list must be assigned to the extensions connected to port 2, port 4, or ports 5 and 6.

The following measures should be taken on the mail system side:

■

Create only mailboxes that are necessary and delete any unused mailboxes.

■

Permit no Outcalling, or permit it only for those with a legitimate business need.

■

Change the System Administrator’s Mailbox from the factory setting.

■

Set the System Administrator’s mailbox password to a hard-to-guess value.

■

Set the System Administration Password to a hard-to-guess value.

■

Turn Off the Remote Maintenance Device when it is not in use.

Set the Minimum Password Length to 6 digits or more.

■

Set the Security Violation Notification action and number of

unsuccessful login attempts to the most restrictive values that the business allows.

The following general precautions also should be taken:

■

Provide good physical security for the room containing your telecommunications equipment and the room with administrative tools,

records, and System Administration information. These areas should be

locked when not attended.

■

Provide a secure trash disposal for all sensitive information, including

telephone directories, call accounting records, or anything that may supply information about your communications system. This trash should always be shredded.

1-12

Overview of System Services and Features

System Administrator’s Responsibilities

Security Policy and User Education

As a safeguard against toll fraud, establish policies and educate all mail system

users:

■

All reports of trouble, requests to move extensions, or any other administrative details associated with the communications system or the mail system should be handled by one person (the System Administrator) or within one department. Anyone claiming to be a telephone company representative should be referred to this person or department.

■

If a caller claims to be an authorized telephone company representative, verify his or her identity before permitting that person any access to the system.

■

Establish well-controlled procedures for passwords.

Establish a specific date for changing passwords (for example, the

—

first of each month) and help users remember to do it. Tell users what the Minimum Password Length is.

—

Tell users that passwords should not be recycled. They should be

—

hard to guess and should not contain:

■

All the same numbers (for example, 666666).

■

Sequential characters (for example, 123456).

■

Personal information that can be associated with them (such as

their name, birthdate, telephone number, or social security

number).

Discourage the practice of writing down passwords, If a password

—

needs to be written down, keep it in a secure place and never discard it while it is still active.

Tell users never to program passwords onto Auto Dial buttons.

—

Display phones reveal the programmed numbers and internal abusers

can use the Auto Dial buttons to originate unauthorized calls.

■

Educate employees that hackers may try to trick them into providing them with dial tone or dialing a number for them.

■

Ask users to tell you if any of the following suspicious activity occurs:

Inability to log into Voice Mail.

—

Lost mail messages, mailbox lockout, or altered greetings.

—

Inability to get an outside line.

—

Series of calls where there is silence on the other end or the caller

—

hangs up.

Sudden increase in wrong numbers.

— —

Caller complaints that your lines are busy

Introduction

1-13

System Administrator’s Responsibilities

Callers claiming to be the “phone” company. Ask for a callback

—

number. Callers trying to obtain sensitive information or asking for assistance in

—

placing outside or long-distance calls. Ask for a callback number. Increases in internal requests for assistance in making outside calls

—

(particularly international calls or requests for dial tone).

■

Make users with Outcalling privileges aware of the potential risks and their responsibilities.

■

Never distribute the office telephone directory to anyone outside the company.

■

Collect old office telephone directories and shred them.

■

Never discuss your telephone system’s numbering plan with anyone

outside the company.

■

Never accept collect telephone calls from unknown callers.

■

Any time a call appears to be suspicious, call the National Service Assistance Center at 1 800 628-2888.

■

You should also take advantage of AT&T monitoring services and

devices, such as the NetPROTECT CAS with HackerTracker®, and CAT Terminal with Watchdog. Call 1 800 638-7233 to get more information about these products and services.

family of fraud-detection devices,

Routine Maintenance

The following list is intended to give you an idea of the types of tasks involved in routine maintenance:

■

Assigning a Call Answer Service Operator, General Mailbox Owners, Fax Message Receivers, and Group Mailbox Owners. Be sure that people designated to serve in these roles are aware of what is expected of them. Refer them to the User’s Guide for a description of their responsibilities.

■

Maintaining mailboxes. Tasks typically involve adding and deleting mailboxes to accommodate personnel changes, and initializing mailbox passwords if subscribers forget them.

■

Maintaining Group Lists to facilitate sending messages to groups of subscribers. Be sure to keep subscribers informed about the lists.

■

Resetting System Time, for example, if you are in an area that observes daylight saving time.

■

Maintaining the Business Schedule to accommodate holidays, temporary closings or openings, and changes to your company’s hours of operation.

1-14

Overview of System Services and Features

System Administrator’s Responsibilities

■

Changing greetings, menus, and announcements to accommodate changes in personnel, your company’s operations and/or services.

For programming instructions, see the appropriate feature in Chapter 5. Be sure to update the planning forms so that they accurately reflect the programming for your mail system. You can make a copy of the mail system Planning Forms in Appendix A.

Helpful Programming Hints

After you become familiar with the mail system, the following hints and shortcuts can save you time:

■

You can program the mail system from any touch-tone telephone.

■

When logging in from your own extension, simply press [ prompted to enter your extension and [

# ]. You do not have to enter your

# ] when you are

extension number.

■

You never need to wait for a greeting or prompt to finish playing before you press a button.

■

Press [ ★ ] [ 7 ] at any time during programming to return to the System Administration Menu.

■

Press [ ★ ] [ # ] to return to the previous menu.

■

Press [ ★ ] [ 4 ] to repeat the current menu or prompt.

■

Press [ ★ ] [ ★ ] [ 9 ] to exit the mail system, or hang up.

■

Use the handset, not the speakerphone, for recording.

■

If you use the speakerphone when programming, turn off the microphone.

Introduction

1-15

Installation

Contents

Introduction Preparing for Installation

Mail System Hardware

■

■ Communications System Hardware

■

Mail System Site Requirements

Installing the Mail System

Mounting the System Unit

■

Connecting to the Communications System

■

Connecting to the Remote Maintenance Device

2-1 2-1

2-2 2-2 2-3

2-5 2-5

2-7 2-9

Installation

2-i

The exclamation point in an equilateral triangle is intended to alert the user to the

presence of important operating and maintenance (servicing) instructions in the

literature accompanying the product.

IMPORTANT SAFETY INSTRUCTIONS

When installing telephone equipment, always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons, including:

■

Read and understand all instructions. (Pay particular attention to

Communications System Hardware on page 2-2 and Mail System Site

Requirements on page 2-3.)

■

Follow all warnings and instructions marked on or packed with the product.

■

Never install this unit or telephone wiring for it during a lightning storm.

■

Never install a telephone jack in a wet location unless the jack is specifically

designed for wet locations.

■

Never touch uninsulated telephone wires or terminals unless the telephone wiring has been disconnected at the network interface.

■

Use caution when installing or modifying telephone lines. Use only PARTNER modules in the PARTNER communications system control

■

unit. Use only recommended/approved PARTNER communications system

■

accessories.

■

Do not install this product near water, for example, in a wet basement location.

■

Do not overload wall outlets, as this can result in the risk of fire or electrical

shock.

■

The mail system is equipped with a three-wire grounding-type plug with a third (grounding) pin. This plug will fit only into a grounding-type power outlet. This is

a safety feature. If you are unable to insert the plug into the outlet, contact an

electrician to replace the obsolete outlet. Do not defeat the safety purpose of the grounding plug.

■

Do not attach the power supply cord to building surfaces. Do not allow anything

to rest on the power cord. Do not locate this product where the cord will be

abused by persons walking on it.

■

Vents on the sides of the cabinet are provided for ventilation. To protect this equipment from overheating, do not block these openings.

■

Never push objects of any kind into this product through vent openings in the unit, as they may touch dangerous voltage points or may short out parts, which could result in a risk of fire or electrical shock. Never spill liquid of any kind on

this product.

If there is not sufficient room on the existing wood mounting surface, either

■

secure a new surface (a piece of plywood) or use wall studs to install the mail system unit. This ensures permanent mounting and prevents wall damage.

Unplug the product from the wall outlet before cleaning. Dust with a soft cloth.

■

Do not use cleaners or aerosol cleaners. Do not operate the system if chemical gas leakage is suspected in the area. Use

■

telephones located in some other safe area to report the trouble.

2-ii

WARNING:

DO NOT open the mail system unit. There are no user-serviceable parts inside the unit Only an authorized technician should open the unit for required maintenance or upgrading purposes.

SAVE THESE INSTRUCTIONS

Installation

Introduction

This chapter explains how to install the mail system hardware. It is intended for qualified installers only.

WARNING:

Installation should be performed only by a qualified installer.

Preparing for Installation

Read this entire chapter before you begin the installation. Verify that you have all the required components, and that your installation site meets the requirements specified in this chapter.

You should have a copy of communications system Planning Form B1 that shows extension assignments for the mail system hardware.

NOTE:

Outside of the United States, some telephone networks provide a tone

similar to the U.S. busy tone to signal that the far-end caller has hung-up. If the mail system needs to respond to this signal, DIP switches need to be reset on the voice processing cards before the system unit is installed. See Chapter 7, “Upgrading the System.”

Installation

2-1

Preparing for Installation

Mail System Hardware

The mail system includes the following hardware components:

■

Mail system cabinet

■

Wall mount and cable manager bracket

7-foot (2.13m) modular D4BU telephone cords (two-pair, standard phone

■

connection)— 2 for a two-port system, 4 for a four-port system, or 6 for a

six-port system.

■

Power cord—6-foot (1.83m), 3-prong, male/female ends

■

Modem cable

■

Four No. 8 3/4-inch pan-head sheet metal screws for mounting the

system unit on plywood.

NOTE:

The cabinet and bracket together are referred to as the system unit.

NOTE:

If you are mounting the system unit on a surface other than plywood, you will need 4 No. 8 screws of the appropriate type for the wall and the weight of the system unit. For example, if mounting to wall studs through drywall, use No. 8 1-3/4-inch (or longer) pan-head sheet metal screws.

■

Remote Maintenance Device and one modular telephone cord (shipped in a separate box).

Communications System Hardware

The following communications system equipment is required to install the mail

system:

■

PARTNER II Release 3 or later or PARTNER Plus Release 3.1 or later

processor module

■

206 modules, Release 2 or later

NOTE:

You can connect up to five voice mail ports on a 206 module. The top, or first, port on a 206 module is the power-failure port and should NOT be used to connect either a voice mail port or the Remote Maintenance Device.

2-2

Installation

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