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Partner Mail R1
Installation and Use
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AT&T Partner Mail R1 Planning Guide and Forms

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AT&T
585-322-501
Issue 1
August 1992
PARTNER MAIL
™
Voice Messaging System
Planning Guide and Forms
Contents
About This Guide v
■
Guide to the Instructions
■
Conventions
■
Related Guides
1 Introduction
Responsibilities
■
■
System Services and Features
2
PARTNER System Planning
■
Form A: System Configuration
■
Form B1: System Extensions
■
Form B2: Customized Extension Setting 2-6
■
Form C: Button Programming
vi vii viii
1-1 1-2
1-4
2-1 2-2
2-4
2-9
3
PARTNER MAIL Planning
■
Form 1: Mailbox Assignments
■
Form 2: System Parameters
■
Form 3: Voice Mail Greeting
■
Form 4: Automated Attendant Settings
■
Form 5: Day Greeting and Menu
■
Form 6: Night Greeting and Menu
■
Form 7: Submenus
■
Form 8: Announcements
■
Form 9: Group Lists
■
Form 10: Line Ownership
3-1 3-2
3-6 3-8 3-9 3-11 3-16 3-20 3-23 3-25 3-26
i
Contents
A Appendix A: PARTNER MAIL Forms
B
Appendix B: Factory Settings
C Appendix C: PARTNER MAIL Case Studies
Glossary
Index
A-1
B-1
C-1
G-1
ii
Figures
1 Introduction 1-1
1-1. 1-2. 1-3.
2
3
PARTNER System Planning
2-1. 2-2. 2-3. 2-4. 2-5.
PARTNER MAIL Planning
3-1. 3-2. 3-3. 3-4. 3-5. 3-6. 3-7. 3-8. 3-9. 3-10. 3-11. 3-12.
3-13.
3-14. 3-15.
Overview of PARTNER MAIL Services PARTNER MAIL System as Immediate Call Handler 1-8 PARTNER MAIL System as Delayed Call Handler 1-9
PARTNER II Form A: System Configuration 2-2 PARTNER II Form B1: System Extensions 2-4 PARTNER II Form B2: Customized Extension Settings 2-6 PARTNER System Template for Night Service PARTNER II R3 Form C for MLS12/12D and 18D
PARTNER MAIL Form 1 PARTNER MAIL Form 2 PARTNER MAIL Form 3 PARTNER MAIL Form 4 PARTNER MAIL Form 5 Page 1: Day Greeting PARTNER MAIL Form 5 Page 2: Day Menu Definition PARTNER MAIL Form 5 Page 3: Day Menu Script PARTNER MAIL Form 6 Page 1: Night Greeting Script PARTNER MAIL Form 6 Page 2: Night Menu Definition PARTNER MAIL Form 6 Page 3: Night Menu Script PARTNER MAIL Form 7 Page 1: Submenu Definition PARTNER MAIL Form 7 Page 2: Submenu Script PARTNER MAIL Form 8: Automated Attendant
Announcements PARTNER MAIL Form 9: Group Lists PARTNER MAIL Form 10: Line Ownership
1-5
2-1
2-10 2-11
3-1 3-2
3-6 3-8 3-9 3-11 3-12 3-14 3-16 3-17 3-18 3-21 3-22
3-24 3-25 3-26
iii

About This Guide

This guide provides planning information and forms for the PARTNER MAIL™ Voice
Messaging System. As the system owner, use this guide to:
■
update the System Planner for the PARTNER System to indicate how a technician should program the PARTNER System to
integrate with the PARTNER MAIL system,
■
complete the PARTNER MAIL system planning forms to indicate how an implementor should program the PARTNER MAIL system.
®
II Release 3 Communications
AT&T support personnel, or your AT&T authorized dealer, will help you complete both sets of forms.
Chapter 1 describes the many features available with the PARTNER MAIL Voice Messaging System. Although your company’s needs dictate how you plan to use this flexible system, this guide also includes a series of planning examples in Appendix C which lead you through the PARTNER MAIL system feature selection and planning process.
Chapter 2 guides you through the process of completing the PARTNER II Release 3 system planning forms required to integrate the PARTNER MAIL system.
Chapter 3 provides a guide for completing the PARTNER MAIL system planning forms.
In addition to planning instructions, this guide contains blank PARTNER MAIL system planning forms in Appendix A, a table of factory settings in Appendix B, a glossary of terms used in this guide, and an index.
v
About This Guide

Guide to the Instructions

Refer to the following table for a list of planning items, the tasks required to perform each item, and the chapter number where you will find the instructions.
ITEM
Select PARTNER MAIL system Features
Plan the Integration of PARTNER II with the PARTNER
MAIL system
Plan the Administration of system Planning Forms 1 through the PARTNER
MAIL system
TASKS
Select Automated Attendant
VMS Hunt Schedule VMS Hunt Delay
Select Call Answer Service
Extension Coverage Line Coverage Voice Mailbox Transfer
Update:
Form A: System Configuration Form B1: System Extensions Form B2: Customized Extension
Settings
Form C: Telephone Button
Programming
Complete the PARTNER MAIL
10.
CHAPTER NUMBER
Chapter 1
Chapter 2
Chapter 3
vi Guide to the Instructions
About This Guide

Conventions

The following conventions are used throughout this guide:
EXTENSION means press the buttons on the dialpad for the appropriate extension.
means press the pound button. The pound button is frequently used as a
[#] termination character, enabling the system to detect the end of an extension or password you have entered.
PASSWORD means press the buttons on the dialpad for the appropriate password.
MAILBOX means press the buttons on the dialpad to dial the Mailbox number of a
subscriber. Usually the Mailbox number is the same as a subscriber’s extension number.
means press the star button on the dialpad.
[*]
The prompts or responses played by the system are shown in this manner:
Record at the tone.
✔ means that the programmable setting to the left of the ✔ is the factory setting.
Conventions
vii
About This Guide

Related Guides

The following guides are available to help you set up, use, and maintain the PARTNER MAIL system when it is installed with the PARTNER II Release 3 Communications System. PARTNER MAIL™ Voice Messaging System Installation and Use is supplied with the PARTNER MAIL system.
You can order additional copies of the related system guides listed in the following table from the AT&T Customer Information Center. Phone numbers are listed on the inside front cover.
Guide Title
PARTNER MAIL system
Planning Guide and Forms Installation and Use User’s Quick Reference Card
PARTNER II Release 3
Programming and Use
System Planner Quick Reference for Use with MLS-Series Telephones Installation
Order Number
585-322-501 585-322-101 585-322-701
518-455-311 518-455-315 518-455-306 518-455-313
viii Related Guides

Introduction

The PARTNER MAIL Voice Messaging System is a single unit that adds the capabilities of Automated Attendant service, Call Answer Service, and Voice Mail Service to the PARTNER II Release 3 Communications System.
The PARTNER MAIL system automates call handling by answering calls and presenting the caller with a menu of options so that the call can be routed directly to the desired extension. The PARTNER MAIL system routes calls and fax transmissions, answers calls, provides after-hours service and allows subscribers to send and receive messages.
1
The PARTNER MAIL system is available in two configurations: single voice processing card (2-port) and two voice processing cards (4-port).
A Remote Maintenance Device (RMD) is included to provide AT&T Service personnel remote access to the PARTNER MAIL system.
1-1
Introduction

Responsibilities

Take a moment to identify the personnel resonsible for planning, installing, programming, and maintaining the PARTNER MAIL system. With the exception of the Implementor / Technician, all of the remaining functions could be performed by a single person.

System Planner

The system planner works closely with the PARTNER II System Manager to coordinate the programming. (In many companies, the System Administrator for the PARTNER MAIL system and the System Manager for the PARTNER System are the same person.) The two systems must function as an integrated unit.

Implementor / Technician

The implementor or technician installs the PARTNER MAIL system and performs the initial programming. An implementor or technician must also program the initial settings for the PARTNER System to integrate it with the PARTNER MAIL system. The implementor needs the completed planning forms to program the systems.

System Administrator

The PARTNER MAIL System Administrator maintains the PARTNER MAIL system by modifying mailboxes, changing menus and greetings, and reporting any system problems. The System Administrator should provide a copy of the procedure titled Forwarding General Mailbox Messages to the General Mailbox Owner. This procedure is included at the back of this guide.

General Mailbox Owner

Messages that are not directed to a subscriber’s mailbox may be stored in the General Mailbox. The General Mailbox Owner forwards messages from the General Mailbox to the intended subscriber’s mailbox. The System Administrator should provide a copy of the procedure titled Forwarding General Mailbox Messages to the General Mailbox Owner. This procedure is included at the back of this guide.
1-2 Responsibilities
Introduction

System Operator

The System Operator is the receptionist or system user who is primarily responsible for answering calls. Typically, this person is also the General Mailbox Owner.

Fax Message Receiver

The Fax Message Receiver is the person to notify whenever a fax is received at a fax extension.
Responsibilities
1-3
Introduction
PARTNER MAIL
Voice Messaging System
Auto Attendant Service
Prompts caller to make a choice from a menu of options, then routes the call to selected destination.
Always
PARTNER System always routes calls to Automated Attendant Service
Day Only
PARNTER System routes calls to Auto­mated Atten­dant Service when night service is inactive.
Immediate
Call Handling
Automated Attendant answers all external calls immediately. The Receptionist answers overflow calls.
Voice Mail Service
Allows subscribers to:
■
Send Messages
■
Listen to Messages Forward Messages
■
■
Delete Messages Reply to Messages
■
■
Select Personal Operator
■
Record Personal Greeting
Night Only
PARTNER System routes calls to Auto­mated Atten­dant Service when night service is active.
Delayed
Call Handling
The Receptionist answers external calls immediately. Over­flow calls go to the Automated Attendant after a delay.
Call Answer Service
Prompts the caller to Ieave a message or transfer to another extension when the called party does not answer.
Extension Coverage
PARTNER System Manager assigns Automatic VMS cover to an extension.
Coverage ON/OFF
Subscribers turn VMS cover on and off at their extension. beepers that a new
Line
Coverage
Assign VMS line cover for a line and associate a mailbox with that line.
Notifies subscribers at remote telephones or
message is in their mailbox.
Voice Mailbox
Transfer
System users press a button to transfer calls to a voice mailbox with­out ringing an extension.
Outcalling
FAX Call Handling
Recognizes an incoming FAX message and routes it to the FAX extension or hunt group.
Figure 1-1. Overview of PARTNER MAIL Services

Automated Attendant Service

The Automated Attendant service consists of a greeting and a multi-level menu, which provides callers with a number of options that enable them to reach an extension, a group of extensions, or obtain information, by pressing a single digit or by dialing an extension number.
System Services and Features
1-5
Introduction
This service provides several benefits to callers and your company. The Automated Attendant service:
The PARTNER MAIL Automated Attendant service is useful for many businesses, such as banks, insurance agencies, post offices, and stores. A bank could, for example, use Automated Attendant service to allow its customers to select information from a multi-level menu. This information could include current mortgage interest rates or the current interest rates on money market funds. The Automated Attendant service also allows callers to wait to speak to a customer representative.
■
Efficiently routes calls to the correct party.
■
Prompts the caller to leave a message or try another extension if the called party does not answer or the phone is busy.
■
Enables the caller to access the dial-by-name directory if they do not know the extension that they need.
■
Plays announcements of frequently requested information (such as directions or business hours) as menu options, thereby freeing an employee’s time for other tasks.
■
Receives and transfers fax calls to a designated extension(s).
The menu frees the bank employees to handle customer transactions while the Automated Attendant service provides general information. In a business like this, the PARTNER MAIL System Administrator would program the Automated Attendant service to allow callers to stay on the line or enter an extension to reach a banker.
Selection Considerations
When planning PARTNER MAIL Automated Attendant service you must decide:
■
Which outside lines (if any) are answered by the Automated Attendant service.
When you want the PARTNER System to route calls to the PARTNER MAIL
■
system — Always, Day Only, or Night Only. This is called the VMS Hunt Schedule.
■
If you want Immediate Call Handling (the Automated Attendant service answers most calls, and your receptionist and other system users serve as a backup) or Delayed Call Handling (the system users handle most calls and the Automated Attendant services is the backup). This is called the VMS Hunt
Delay.
The following three sections explain how to make selections for each feature of the Automated Attendant service.
1-6 System Services and Features
Introduction
Selecting Outside Lines for Automated Attendant Service
Select the outside lines that require the Automated Attendant service.
Selecting the VMS Hunt Schedule
You can set the PARTNER II Release 3 system to route outside calls to the PARTNER MAIL Automated Attendant service always, during the day only, or only during the night. The schedule that you select and the greeting that the caller hears depend upon the setting of the PARTNER II Night Service button. When Night Service is ON — and the Hunt Schedule is Always or Night only — the PARTNER
MAIL Automated Attendant service plays the Night Greeting. When the Night Service button is OFF — and the Hunt Schedule is set to Always or Day only — the Day Greeting plays. What follows is a summary of the three choices:
■
Always ✔ : Causes the PARTNER System always to route outside calls to the PARTNER MAIL Automated Attendant service for call handling.
■
Day Only: Causes the PARTNER System to route outside calls to the PARTNER MAIL Automated Attendant service only when the Night Service is OFF.
■
Night Only: Causes the PARTNER System to route outside calls to the PARTNER MAIL Automated Attendant service only when the Night Service is ON.
Selecting the VMS Hunt Delay
You must set the Automated Attendant service to handle calls in one of two ways: Immediate Call Handling or Delayed Call Handling.
Immediate Call Handling
The PARTNER MAIL system answers incoming calls after the second ring by playing the Automated Attendant Day or Night Greeting (Figure 1-2). Callers using rotary phones or callers requesting assistance can be transferred to the receptionist’s extension or any other predesignated extension.
System Services and Features
1-7
Introduction
PARTNER II
Control Unit
Central office lines
System User
PARTNER MAIL answers by 2nd
ring?
Yes
No
PARTNER MAIL
Figure 1-2. PARTNER MAIL System as Immediate Call Handler
Fax Call Handling
The Automated Attendant service recognizes and routes fax calls the fax machine(s) if the PARTNER MAIL system has a Fax Extension or Fax Extension Hunt Group administered. You must select Immediate Call Handling to use the Fax Call Handling feature. Fax Call Handling eliminates the need to dedicate a line for fax machines. You can enhance this feature by designating a Fax Message Receiver as described earlier in this chapter.
Delayed Call Handling
An outside call rings at the system extensions. If a system user does not answer the call after the fourth ring, the PARTNER System sends the call to the Automated Attendant service as shown in Figure 1-3. This delay allows any system user to
answer the call before the PARTNER System routes the call to the PARTNER MAIL
system.
1-8 System Services and Features
Introduction
In addition, the Voice Mail Service allows the System Administrator to do the following:
■
Create group lists to enable subscribers to send a single message to several subscribers.
■
Use the Broadcast feature to send a single message to all subscribers.
■
Perform administration of the PARTNER MAIL system.
Subscriber’s Mailbox
By default, the PARTNER MAIL system provides mailboxes for extensions 10 through 57. Users assigned to those extensions are PARTNER MAIL subscribers. Except for the General Mailbox, a user’s extension number and mailbox number are the same. When a caller Ieaves a message, the PARTNER MAIL system places the message in the called subscriber’s mailbox, and turns ON the message light at the subscriber’s system phone. Subscribers with the Outcalling feature can also have the system call an off-site telephone, or beeper to inform the subscriber that a new message has arrived in his or her mailbox. The Outcalling feature is described later in this chapter.

Call Answer Service

Call Answer Service provides three major features:
Extension Coverage
■
■
CO Line Coverage
■
Voice Mailbox Transfer
Call Answer Service is useful to employees who rely exclusively on the telephone,
are on the road during the day, or may be unavailable much of the time. With Call
Answer, potential clients can leave detailed messages in the employee’s mailbox. The employee can retrieve the message at his or her convenience and get back to
the client. These features and two additional features are described below.
1-10 System Services and Features
Introduction
Extension Coverage
Extension coverage consists of the following:
■
Automatic VMS Cover which allows callers to leave messages or transfer to another extension when the extension called is busy or does not answer, and
■
the VMS Cover button which enables users to turn VMS Cover ON and OFF at their extension.
Automatic VMS Cover
When VMS cover is activated at the called extension, the system greets the caller with the called party’s personal greeting or with the system greeting if a personal greeting is not recorded. The caller may do one of the following:
■
Press [0] to transfer to the System Operator or the called party’s personal operator.
■
Press [*] [8] to transfer to another extension.
■
Record a message that the PARTNER MAIL system leaves in the called party’s mailbox.
VMS Cover Button
Regardless of the Automatic VMS Cover setting, the PARTNER System enables users to press a programmed button to turn Voice Mail Cover ON or OFF at an extension. Users must program a button with lights on their system telephone (MLS-
34D, MLS-18D, MLS-12, MLS12D, MLS-6, MLC-6 model telephones) for this purpose.
CO Line Coverage
The PARTNER MAIL system provides two levels of line coverage if you do not want
to use PARTNER MAIL Automated Attendant service, or you want to provide
coverage for a private line. CO Line Coverage consists of assigning VMS Line Cover to a line enabling callers
who call in on the covered line to leave messages in the General Mailbox if no
owner is assigned to the line and no one answers the call. To enhance this feature,
the System Administrator assigns PARTNER MAIL Line Ownership to specify a
subscriber’s extension (mailbox) as the “owner” of the covered line. When a call
comes in on the covered line, the system routes the caller to the line owner’s
mailbox if the call is not answered. The caller has the option of leaving a message or
transferring to another extension.
System Services and Features
1-11
Introduction
Voice Mailbox Transfer
Users may program buttons on their system phones that allow them to transfer callers directly to another subscriber’s voice mailbox without causing the phone to ring at the subscriber’s extension. This feature is useful when handling a call for a person who is not at his or her desk. You can transfer callers to the subscriber’s voice mailbox where they can leave a message.
Outcalling
The Outcalling feature enables the PARTNER MAIL system to notify a subscriber at a remote telephone, or activate the subscriber's beeper or pager, when a new message is in the subscriber’s mailbox. Subscribers who have the Outcalling feature administered to their mailbox, can remotely log on to PARTNER MAIL Voice mail Service and retreive the new message or turn Outcalling ON or OFF. They can also enter and change their outcalling telephone, beeper or pager number using the Voice Mail Service (see the previous section).
1-12 System Services and Features

PARTNER System Planning

This chapter describes how to complete the PARTNER II Release 3 planning forms to integrate the PARTNER MAIL system and the PARTNER II Communications System.
Ask the System Manager for the PARTNER System to provide the following PARTNER II Release 3 planning forms:
2
■
Form A: System Configuration
■
Form B1: System Extensions
■
Form B2: Customized System Extensions
■
Form C: Telephone Button Programming
Update these forms when adding a new PARTNER MAIL system to your existing PARTNER Communications System. Complete the forms “from scratch” when installing a new PARTNER MAIL system and a new PARTNER System.
Copy the completed forms, and store the copies in the pocket of the back cover of
PARTNER MAIL™ Voice Messaging System Installation and Use. Return the originals
to the System Manager
2-1
PARTNER System Planning

Form A: System Configuration

Figure 2-1. PARTNER II Form A: System Configuration
PARTNER II Form A (Figure 2-1) shows the basic configuration of your Communications System. Use this procedure to specify the system-wide settings required when adding a new PARTNER MAIL system to your existing PARTNER System. Refer to the PARTNER Planner for instructions on how to complete the forms when installing a new PARTNER MAIL system and a new PARTNER System.
■
Obtain Form A.
■
Ensure that the Telephone Number and Line Type are completed for each Line.
■
Identify each line that the PARTNER MAIL system covers using Automated Attendant or Call Answer Service.
For Automated Attendant service: write “VMS-AA” for each Line that you want to receive the PARTNER MAIL Automated Attendant service.
2-2 Form A: System Configuration
®
II Communications System Release 3 System
PARTNER System Planning
For Call Answer Service:
Write "VMS-MAIL" for each Line covered by the PARTNER MAIL Call
■
Answer service.
■
Write the name of the subscriber who owns the Line in the Line Owner column. Refer to Chapter 1 of this guide for a description of the Line Coverage feature.
If you intend to use the PARTNER MAIL Automated Attendant service to cover calls during the night, or whenever the office is closed, check the box
next to “Night Service Button”.
Check the box next to “VMS Automated Attendant Service” if you intend to use the PARTNER MAIL Automated Attendant Service.
NOTE:
The ✔ indicates the factory setting.
Indicate whether outside calls should ring at the PARTNER MAIL Automated Attendant with no delay — Immediate Call Handling — or ring at the PARTNER MAIL Automated Attendant if the user does not answer the call after three rings — Delayed Call Handling.
■
No Delay ✔ : Check this block to select Immediate Call Handling.
■
Delay for 3 rings: Check this block to select Delayed Call Handling.
Indicate when the Automated Attendant Immediate or Delayed Call Handling feature is active:
■
Always ✔ : Check this block to cause the PARTNER System to always route outside calls to the PARTNER MAIL system for call handling.
■
Day only: Check this block to cause the PARTNER System to only route outside calls to the Automated Attendant when Night Service is OFF.
■
Night only: Check this block to cause the PARTNER System to only route outside calls to the Automated Attendant when Night Service is ON.
Form A: System Configuration
2-3
PARTNER System Planning

Form B1: System Extensions

Figure 2-2. PARTNER II Form B1: System Extensions
Use Form B1 (Figure 2-2) to record the equipment connected to an extension, and who owns the extension. Complete the following information to reflect the addition of the PARTNER MAIL system.
For Subscribers:
■
Ensure that the Name of each PARTNER MAIL subscriber is listed on the form. Since the PARTNER MAIL system is shipped with mailboxes created for extensions 10 through 57, the subscriber’s mailbox number corresponds to their extension.
■
Ensure that the type of system telephone connected at each subscriber’s extension is indicated in the Telephone column.
2-4 Form B1: System Extensions
PARTNER System Planning
For the PARTNER MAIL RMD:
■
Write “MAIL RMD” next to the extension number that corresponds to the extension jack on the 206 module that connects to the RMD.
■
Mark an X in the “Aux. Eq. — Other” column.
■
Do not use the top jack of any 206 module or any of the power failure transfer extensions 10, 16, 22, 28, 34, 40, 46, or 52.
■
Refer to Form B2 (if completed) and locate the ID for the RMD User Group. Write the User Group ID shown on Form B2 into the “User Group ID” column. In this example you would write “G” in the “User Group ID” column.
For the two or four PARTNER MAIL system extensions:
■
Write “VMS” next to the each extension number that corresponds to an extension jack on the 206 module that connects to a PARTNER MAIL system port.
■
Mark an X in the “Aux. Eq. — VMS” column for each PARTNER MAIL system extension.
■
Write the extension (usually the System Operator’s extension) in “Trans. Return Ext.” column. If the system transfers a call to an extension which has VMS coverage turned OFF, and that extension does not answer, the system transfers the call to the Transfer Return Extension.
■
Refer to Form B2 (if completed) and locate the ID for the VMS User Group. Write the User Group ID shown on Form B2 into the “User Group ID” column. In this example you would write “K” in the “User Group ID” column.
■
Do not use the top jack of any 206 module or any of the power failure
transfer extensions 10, 16, 22, 28, 34, 40, 46, or 52.
For Fax Call Handling:
■
Write “FAX” next to the extension number that corresponds to each extension jack on the 206 module where a fax machine is connected.
■
Mark an X in the “Aux. Eq. — FAX" column for each Fax extension.
■
Refer to Form B2 (if completed) and locate the ID for the FAX User Group. Write the User Group ID shown on Form B2 into the “User Group ID” column. In this example you would write “I” in the “User Group ID” column.
Form B1: System Extensions
2-5
PARTNER System Planning

Form B2: Customized Extension Setting

Figure 2-3. PARTNER II Form B2: Customized Extension Settings
Use Form B2 (Figure 2-3) to identify groups of extensions which have the same settings. A single extension may be included in its own user group if it has unique settings. Whoever programs the PARTNER System can copy these settings from a previously programmed extension using the Copy Settings programming option (#399). The System Planner provides instructions for how to complete Form B2 for the Receptionist (System Operator), other users and for fax extensions. Use the procedure below to complete Form B2 for the PARTNER MAIL system extensions and the Mail RMD.
2-6 Form B2: Customized Extension Setting
PARTNER System Planning
For the PARTNER MAIL system extensions:
■
Locate VMS in the “User Group ID” column and write K in that column.
■
Write the extension numbers for the PARTNER MAIL system extensions in the “Exts. in Group” column.
■
This setting determines whether users may join calls on an extension.
—
—
■
Leave the remaining items blank if you intend to use the “Default” settings listed at the bottom of the form.
■
Write an ID (K in this example) in the “User Group ID” column on Form B1 for each PARTNER MAIL system extension (Figure 2-2).
For Delayed Call Handling: Write OFF in the “Auto Ext. Privacy” column to make sure privacy is not assigned to the PARTNER MAIL system extensions. This allows users to join a call after it has been answered by the Automated Attendant service. The system automatically disconnects from the call.
For Immediate Call Handling: Write ON in the “Auto Ext. Privacy” column to make sure privacy is assigned to the PARTNER MAIL system extensions. This prevents users from joining a call after it has been answered by the Automated Attendant service.
The example in Figure 2-3 indicates that the default settings will apply to the PARTNER MAIL system extensions except for the following:
■
Disallowed List number 1 is assigned to the PARTNER MAIL system extensions. This means that the outcalling feature cannot be used to place calls to the numbers listed in Disallowed List 1. (Refer to Chapter 1 in this guide for a description of the outcalling feature, and refer to PARTNER II Release 3 Programming and Use for instructions on how to program Disallowed Lists.
For Fax Call Handling:
Write FAX in the “User Group ID” column, and assign an ID (An
■
unused Alpha character from A to Z).
■
Write the fax extension number(s) into the “Exts. in Group” column. Write the group ID (I in this example) into the “User Group ID” column
■
of Form B1 for each fax extension (Figure 2-2).
■
Write YES in the “Auto. Ext. Privacy” column. This setting ensures that fax calls are not interrupted.
■
Make entries as appropriate for the remaining items, or leave the remaining items blank if you intend to use the “Default” settings listed at the bottom of the form.
If you intend to send and receive faxes, you may assign lines using the “Line Assignment” column, and indicate “No Ring” in the “Line Ringing” column.
Form B2: Customized Extension Setting
2-7
PARTNER System Planning
For the RMD:
■
Write MAIL RMD in the “User Group” column and assign an ID.
■
Write the RMD extension number into the “Exts. in Group” column.
■
Write “Remove all lines” in the Line Assignment column.
■
Write YES in the “Auto. Ext. Privacy” column. This setting ensures that maintenance calls are not interrupted.
■
Make entries as appropriate for the remaining items, or leave the remaining items blank if you intend to use the “Default” settings listed at the bottom of the form.
■
Write the group ID into the “User Group ID” column of Form B1 for the RMD (Figure 2-2).
For other users:
■
Determine if Auto VMS Cover should be ON or OFF for the Basic User extensions. Write ON, or OFF in the Auto. VMS Cover column.
■
Assign User Group IDs.
■
Write the group ID (B in this example) into the “User Group ID” column of Form B1 for the users (Figure 2-2).
2-8 Form B2: Customized Extension Setting
PARTNER System Planning

Form C: Button Programming

Form C provides button templates for each type of MLS and MLC telephone. It is recommended that you program a button on the telephone for the following PARTNER MAIL system features:
Night Service button (Program on a system telephone at extension 10 only):
■
enables user to turn Night Service ON or OFF. When Night Service is ON, and the PARTNER MAIL Automated Attendant handles calls always or at night only, the system plays the Night Greeting and Night Menu.
The following buttons may be programmed onto any telephone.
■
VMS Cover button: enables users to turn VMS Coverage ON or OFF at their extensions.
■
Voice Mailbox button: enables users to transfer callers directly to a PARTNER MAIL system subscriber’s mailbox so that the caller can leave a message.
■
Auto Dial to the PARTNER MAIL system: enables users to press one button to dial the PARTNER MAIL Hunt Group (777).
Form C: Button Programming
2-9
PARTNER System Planning

Night Service

Figure 2-4. PARTNER System Template for Night Service
Refer to section “8. System Settings” on PARTNER II Form A: System Configuration.
If “Night Service Button” is checked. Obtain the template for the system telephone (MLS-34D, MLS-12D, or MLS-18D) at extension 10.
Select a button with lights and write “NightSVC” on the template area for the selected button (Figure 2-4). When the feature button light is ON, the Night Service feature is ON.
2-10 Form C: Button Programming
PARTNER System Planning

Any System Phone Features

The following feature buttons may be programmed on any user’s system telephone. Obtain the template for the system telephone (MLS-6/MLC-6, MLS-12D/MLS-12,
MLS-18D) at the user’s extension.
Figure 2-5. PARTNER II R3 Form C for MLS6 and MLS18D
Form C: Button Programming
2-11
PARTNER System Planning
VMS Cover
Select a button with lights and write “VMCover” on the template area for the button (Figure 2-5).
NOTE:
Turning VMS coverage ON and OFF at an extension does not affect CO Line
Coverage for outside calls ringing at that extension.
Voice Mailbox Transfer
Select a button to activate the Voice Mailbox Transfer feature and write “VMBox” on the template area for the selected button.
Auto Dial into PARTNER MAIL System
Select a button that enables callers to automatically dial the PARTNER MAIL system Hunt Group and write “VM Messages” on the template area for the selected button.
2-12 Form C: Button Programming

PARTNER MAIL Planning

This chapter contains instructions for completing the PARTNER MAIL system planning forms. You need information from the following PARTNER II Release 3 forms:
■
Form A: System Configuration
■
Form B1: System Extensions
■
Form B2: Customized Extension Settings
3
You can find blank PARTNER MAIL system planning forms in Appendix A. Make copies of the forms for planning and leave the originals in this manual. Store the completed forms in the back cover of PARTNER MAIL™ Installation and Use.
The PARTNER MAIL system forms you need are listed below:
■
Form 1: Mailbox Assignments
■
Form 2: System Parameters
■
Form 3: Voice Mail Greeting
■
Form 4: Automated Attendant Settings
■
Form 5: Automated Attendant Day Greeting and Menu
■
Form 6: Automated Attendant Night Greeting and Menu
■
Form 7: Automated Attendant Submenus
■
Form 8: Automated Attendant Announcements
■
Form 9: Group Lists
■
Form 10: Line Ownership
3-1
PARTNER MAIL Planning

Form 1: Mailbox Assignments

Figure 3-1. PARTNER MAIL Form 1 The PARTNER MAIL system is shipped with mailboxes created for extensions 10
through 57. Use Form 1 (Figure 3-1) to record the name of each PARTNER MAIL system subscriber assigned to each extension at your office. Form 1 makes it easier to record subscriber names for the PARTNER MAIL system directory, should you decide to use one, and also makes it easier to keep track of subscribers if you must modify or delete mailbox assignments.
You can also use Form 1 to designate Guest Mailboxes for users who do not have their own extensions, but still require a mailbox. Assign a COS of 7, 8, or 9 to an unused extension from 10 through 57. Assign the first Guest Mailbox to the highest numbered extension available (e.g., extension 57) and work backwards toward extension 10 to assign additional Guest Mailboxes. The PARTNER MAIL system does not attempt to transfer callers receiving Automated Attendant Service to the extension associated with the Guest Mailbox. Instead, it transfers callers directly to the Guest Mailbox where they can leave a message. Guests may log on and retrieve messages from any touch-tone phone.
3-2 Form 1: Mailbox Assignments
PARTNER MAIL Planning
To use the PARTNER MAIL system’s Voice Mailbox Transfer features, assign a two
digit mailbox number from 10 through 57 for each mailbox. If you assign a mailbox greater than 57, you must administer a “Transfer Not Permitted” COS of 7, 8, or 9
for that mailbox. The system routes callers receiving the Automated Attendant
Service to the mailbox (greater than 57), not to the extension associated with the
mailbox. The System Administrator programs mailboxes using the Mailboxes menu. Refer to Chapter 6 in PARTNER MAIL™ Installation and Use for details on how to change, add, or delete mailboxes. Complete items 1 through 4 as instructed below.
Mailbox
Enter extension numbers for each subscriber (maximum of 48 for extensions 10 through 57). The extension number corresponds to the mailbox number. Make additional copies of Form 1 as required.
Name
Refer to PARTNER II Release 3 Form B1 and write the name of each subscriber next to the appropriate mailbox number. Since you can organize your directory (if you plan to use one) by first or last name, consider entering the names in a manner that highlights the name you plan to record. For example, if you plan to record only the first name, write the first name in all capital letters and the last name in inital capital letters: BOB Smith. If you plan to record only the last name, write SMITH, Bob.
COS (Class of Service) The Class of Service describes the characteristics of the mailbox. The factory­setting COS for each mailbox is 2. This COS should satisfy the majority of subscribers. Review the Class of Service table and the guidelines which follow. To modify the COS for an extension, choose a number from the Class column, and write that number into the COS column for the appropriate extension. Make no entry if you are not modifying the COS for a mailbox.
COS Key
Class
1 5 Permitted
2
✔
3 4
5
6 7 15 8
Mins.
10 15 5 Permitted Permitted 10 15
15
Transfer
Permitted Permitted
Permitted Permitted
Permitted
Not Permitted Not Permitted Not Permitted
Outcalling
Not Permitted
Not Permitted Not Permitted
Permitted
Permitted
9
60
Not Permitted
Not Permitted
Form 1: Mailbox Assignments
3-3
PARTNER MAIL Planning
Use the following guidelines to select the Class of Service:
■
Mins. (Minutes) (10 ✔ ) — the size of the mailbox. Each mailbox can have 5, 10, 15, or 60 minutes of storage available. Use the 60-minute size only for mailboxes used to record orders, lengthy messages, or as
a Dictaphone™. The total storage time for all mailboxes is four hours.
The sum of messages stored in each mailbox may exceed four hours.
■
Transfer Type — determines how the PARTNER MAIL system
processes a call when a caller indicates this mailbox as a transfer
destination.
—
—
■
Outcalling (Not Permitted ✔ ) — if outcalling is permitted, and the subscriber administered it using the Voice Mail Service, the system calls the subscriber at a designated telephone or beeper number whenever a new message is in the subscriber’s mailbox. Use discretion when permitting use of the outcalling feature. Unless a Disallowed List has been programmed into the PARTNER Communications System, the system does not restrict the destination of the outside call. Refer to
PARTNER Use for instructions on how to program disallowed lists.
Transfer Permitted ✔ : the system attempts to transfer the call to the extension entered by the caller.
Transfer Not Permitted: the system does not attempt to transfer the call to the extension entered by the caller. Instead, the system transfers the caller directly to the extension’s voice
mailbox. Assign a COS of 7, 8, or 9 (Transfer Not Permitted) to mailboxes that provide a place for callers to leave messages for people who do not have dedicated extensions, such as visitors, guests, or employees who do not have their own phones. When a caller dials an extension with a COS of 7, 8, or 9, the system immediately prompts that caller to leave a message.
®
II Communications System Release 3 Programming and
Letter Key
The directory feature enables callers to reach an extension by dialing a subscriber’s first or last name, use the the Letter Key to translate up to four letters of the first or last name of the person to whom the mailbox is assigned. Each letter of the name has a two-digit code (see the Letter Key on the next page). The first digit represents the number on the dialpad where the letter appears. The second digit represents whether the letter appears in the first, second, third, or fourth position on the button. For example, the first four characters of the name “Henderson” translate as shown below:
3-4 Form 1: Mailbox Assignments
PARTNER MAIL Planning
H
4
The “H” is on the “4” button in the second position, “E” is on the “3” button in the second position, and so on.
Write the first four characters of a subscriber’s first or last name into
the upper block on the letter key, then use the Letter Key as a
reference to write the correct translation digits into the blocks
immediately below each character. The implementor uses the Letter Key to program the directory list. The PARTNER MAIL system creates the directory as mailboxes are created for each subscriber. If the Automated Attendant Main Menu informs callers how to access the directory service, be sure to indicate which name (first or last) is used
in the directory.
Letter Key
A = 21
B = 22 C = 23 P = 71
2
N = 62
O = 63
E
3
2
N
6 2
D
3
1
D = 31 E = 32
F = 33
G = 41 T = 81
H = 42
I = 43 J = 51 W = 91 K = 52
L = 53 M = 61
Q = 72 R = 73 S = 74
U = 82
V = 83
X = 92 Y = 93 Z = 94
Form 1: Mailbox Assignments
3-5
PARTNER MAIL Planning

Form 2: System Parameters

Position
Fax Extension or Fax Hunt Group Extension
System Administrator
General Mailbox Owner 10 ✔
System Operator 10 ✔
Fax Message Receiver
Name
Mailbox
EXT.
Factory Setting
Figure 3-2. PARTNER MAIL Form 2
Complete Form 2 (Figure 3-2) to define the parameters of your PARTNER MAIL system. The System Administrator programs System Parameters from the PARTNER MAIL System Parameters menu. Refer to Chapter 6 in PARTNER MAIL™ Installation and Use for details on how to change, add, or delete each of the parameters described below.
3-6 Form 2: System Parameters
PARTNER MAIL Planning
NOTE:
You can only use Fax Call Handling with Immediate Call Handling.
Voice Mail Positions
Use PARTNER II Release 3 Form B1 to identify the names and extensions for subscribers you are assigning as the System Administrator, the General Mailbox Owner, the System Operator and the Fax Message Receiver. Refer to Chapter 1 of this guide for a description of responsibilities.
■
Fax Extension
— Refer to PARTNER II Release 3 Form B1 to identify the
extension jack number (on the PARTNER System’s 206 module) that connects to the Fax machine.
— If there is more than one fax machine, refer to PARTNER II
Release 3 form B2 to determine the Fax Hunt Group extension (771 to 776).
— Write the fax extension or Hunt Group number into the space
provided.
■
System Administrator
Enter the name and extension of the person responsible for PARTNER MAIL system administration.
■
General Mailbox Owner
Enter the name and extension of the person responsible for maintaining the General Mailbox (stores messages not directed to a specific voice
mailbox). The default is extension 10.
■
System Operator Extension
Enter the name and extension of the receptionist or person primarily
responsible for answering telephones at your office. The default is
extension 10.
■
Fax Message Receiver
Enter the name and the extension of the subscriber who you want
notified via the Message light when a fax transmission has been received at a fax extension. Do not assign this responsibility to a person using a single line telephone.
Form 2: System Parameters
3-7
PARTNER MAIL Planning

Form 3: Voice Mail Greeting

Voice Mail Greeting
Figure 3-3. PARTNER MAIL Form 3
When subscribers dial into PARTNER MAIL Voice Mail Service they hear the following factory-set greeting:
Welcome to PARTNER MAIL. Please enter extension and pound sign.
It is recommended that you use the factory-set greeting. If, however, your company
prefers a customized greeting, use Form 3 (Figure 3-3), and the instructions which follow, to write a script. To record your Voice Mail Greeting, follow the instructions found in Chapter 6 of PARTNER MAIL™ Installation and Use.
■
Write the greeting that plays to voice mail subscribers.
■
Your greeting can be up to two minutes long.
■
The greeting must include instructions to enter the subscriber's extension and the pound sign.
3-8 Form 3: Voice Mail Greeting
PARTNER MAIL Planning

Form 4: Automated Attendant Settings

Touch-Tone Gate
■
The Touch-Tone Gate is automatically set to ON if the system is used for Fax Call Handling.
■
Check one:
✓
❑
ON OFF ✔
❑
■
To administer: Press and PASSWORD [#] . Press [9] [3] [5] .
Extensions in Enter Plan
[
Intercom
]
[7] [7] [7] Enter administrator's
EXTENSION
[#]
■
Check the first digit of each extension used in the dial plan.
1 ❑
✓
2 ❑
✓
3 ❑✓4 ❏
5 ❏
7 ❑
✓
Figure 3-4. PARTNER MAIL Form 4
Complete Form 4 (Figure 3-4) to record the system-wide settings that you must keep
in mind when planning the PARTNER MAIL Automated Attendant greetings and menus.
Complete Form 4 only if you plan to use PARTNER MAIL Automated Attendant service.
Touch-Tone Gate
Read the following guidelines before checking the ON or OFF box to indicate your Touch-Tone Gate setting.
■
If you do not have a fax extension, read the following to decide whether to set the gate ON or OFF.
■
The Touch-Tone Gate factory-setting is OFF.
■
If you have a Fax Machine Extension (see Form 2), the Touch-Tone Gate is automatically set to ON and cannot be turned OFF.
Form 4: Automated Attendant Settings
3-9
PARTNER MAIL Planning

Form 5: Day Greeting and Menu

Form 5 consists of three pages:
■
Page 1: the Day Greeting Script,
■
Page 2: the Day Main Menu Definition form, and
■
Page 3: the Day Main Menu Script

Day Greeting Script

Day Greeting Script
Figure 3-5. PARTNER MAIL Form 5 Page 1: Day Greeting
Use Page 1 of Form 5 (Figure 3-5) to write the script for the greeting that plays when callers reach the Automated Attendant Service during business hours. Ten seconds are allocated for the greeting. If the Touch-Tone Gate is ON (see Form 4) you must instruct the caller to Press 1 now if you are calling from a touch-tone
phone.
Form 5: Day Greeting and Menu 3-11
PARTNER MAIL Planning

Day Main Menu Definition

Figure 3-6. PARTNER MAIL Form 5 Page 2: Day Menu Definition
NOTE:
If you plan to use submenus or a prerecorded announcement as options on your Main Menu, you must create them before you can complete the Day Main Menu programming. See Form 7 for setting up submenus and Form 8 for setting up announcements.
Write the following information on the Day Main Menu Definition form (Figure 3-6):
Selector Code
Callers press a Selector Code (a key from [1] an item from the Main Menu. Each Selector Code has a corresponding Selector Code Action that causes the system to transfer callers to the department or individual that they want to speak to, or to the announcement or submenu that they want to hear. Assign the most requested department or extension as the first route and list the Selector Codes in ascending order so that it’s easier for callers to remember them. For the same reason, try to limit the menu to five or fewer selections.
to [9] on the dialpad) to select
3-12 Form 5: Day Greeting and Menu
PARTNER MAIL Planning
Selector Code Action 5 (Direct Extension Transfer, see description below) is the factory-setting for Selector Codes 1 through 5. This enables callers to dial an extension directly from the main menu. Use step 2 of this procedure to change these settings.
Selector Code Action
The Selector Code Action determines the action the system takes after a caller presses a Selector Code. Write the appropriate Selector Code Action from the list below:
■
Action 1 — Selector Code Transfer When a caller presses the Selector Code, the system transfers the call to the specific extension, Hunt Group, or Calling Group that you assign.
■
Action 2 — Play an Existing Submenu When a caller presses the Selector Code, the system plays another menu from which the caller presses another Selector Code. Be sure to complete Form 7: Automated Attendant Submenus. The submenu must
already exist before you can program this action.
■
Action 3 — Play an Existing Announcement When a caller presses the Selector Code, the system plays a prerecorded announcement. Use this Action to provide information such as your business hours or a mailing address. Be sure to complete Form 8: Automated Attendant Announcements. The announcement must
already exist before you can program this action.
■
Action 4 — Prompted Transfer When callers press a Selector Code, the system prompts them to enter an extension. For example: ANY Travel uses extensions 10 through 40 in their dial plan (see Form 4). They use Selector Codes 1 through 4 to direct callers to submenus and announcements. To enable callers to dial extensions from the main menu, ANY travel assigns Prompted
Transfer to Selector Code 5. Callers to ANY Travel press [5]
at the
main menu then dial an extension number.
■
Action 5 ✔ — Direct Extension Transfer
Callers can dial an extension directly from the Day Main Menu. Write 5 (the default) next to the Selector Code(s) that match the first digit(s) of the dial plan (Form 4). For example, if extensions 1 and 2 are checked on Form 4 (indicating that all of your extensions begin with 1 or 2) leave Selector Codes 1 and 2 at the factory-setting of 5.
Number
For Selector Code Actions 1, 2, or 3, write the corresponding extension, Hunt Group, or Calling Group number, submenu number, or announcement number associated with the Action. Actions 4 and 5 do not require an entry in the Number column.
Description
Write the name of the extension, Hunt Group, Calling Group, submenu, or announcement, that describes the Selector Code Action.
Form 5: Day Greeting and Menu
3-13
PARTNER MAIL Planning

Day Main Menu Script

Check One:
✓
❏ ❏ ❏
System Operator ✔ General Mailbox Disconnect
Day Menu Script
Figure 3-7. PARTNER MAIL Form 5 Page 3: Day Menu Script

Day Dial 0/Timeout Action Options

Review the three options described below to choose how the system handles calls when callers press [0] seconds after being prompted. Select one of the following by marking a check in the appropriate box on Form 5 (Figure 3-7):
■
System Operator ✔ — Transfer caller to the System Operator for assistance
■
General Mailbox — Transfer caller to the General Mailbox to leave a message.
Disconnect — Disconnect the call.
■
3-14 Form 5: Day Greeting and Menu
, or do not enter a Selector Code or extension, within four
PARTNER MAIL Planning
Use page 3 of Form 5 (Figure 3-7) to write a script that presents the menu choices to the caller. Your script could prompt callers to:
■
Enter the extension if Selector Code Action 5 (direct extension transfer) is specified for some Selector Codes.
If you know the extension that you wish to reach, dial it now.
■
Access the directory.
If you know the last name of the person you want to speak to, press [*]
[2]
If you offer a caller the directory list, tell them whether it is listed by first or last name.
■
Press a Selector Code to:
— Transfer to an extension, Hunt Group or Calling Group, — Access a submenu,
to access the directory.
— Hear an announcement
■
Press [*]
■
Tell callers what happens if they do nothing. This is the Dial 0 / Timeout
[4] to replay the menu.
Option that you indicated during the previous step.
If you need assistance, stay on the line and an operator will
assist you.
If applicable, the script should explain to callers how they can reach an individual extension, how to send a fax, and how to hear an announcement, or access a submenu.
NOTE:
PARTNER MAIL subscribers calling from outside on a line answered by the Automated Attendant service can enter [*]
[7] to receive Voice Mail Service
and retrieve their messages.
Form 5: Day Greeting and Menu
3-15
PARTNER MAIL Planning

Form 6: Night Greeting and Menu

Form 6 consists of three pages:
■
Page 1: the Night Greeting Script,
■
Page 2: the Night Main Menu Definition form, and
■
Page 3: the Night Main Menu Script

Night Greeting Script

Night Greeting Script
Figure 3-8. PARTNER MAIL Form 6 Page 1: Night Greeting Script
Use Page 1 of Form 6 (Figure 3-8) to write the script for the greeting that plays when
callers reach the Automated Attendant Service when Night Service is ON. Ten
seconds are allocated for the greeting. If the Touch-Tone Gate is ON (see Form 4)
instruct the caller to . . . press 1 now if you are calling from a touch-
tone phone.
3-16 Form 6: Night Greeting and Menu
PARTNER MAIL Planning

Night Menu Definition Form

Complete page 2 of Form 6 (Figure 3-9) to design the night menu. These are the menu selections that the caller hears if Automated Attendant coverage is chosen for hours when Night Service is ON. Use this form even if the Night Menu and the Day Menu are identical.
NOTE:
If you plan to use submenus or a prerecorded announcement as options on
your Night Menu, you must create them before you can complete the Night Menu programming. See Form 7 for setting up submenus and Form 8 for setting up announcements.
Figure 3-9. PARTNER MAIL Form 6 Page 2: Night Menu Definition
Write the following information on the Night Main Menu Definition form (Figure 3-6). Refer to “Day Menu Definition Form” earlier in this Chapter for a description of each field.
Selector Code
Form 6: Night Greeting and Menu
3-17
PARTNER MAIL Planning
Selector Code Action
Write in the appropriate Selector Code Action from the list below.
■
Action 1 — Selector Code Transfer
■
Action 2 — Play an Existing Submenu
■
Action 3 — Play an Existing Announcement
■
Action 4 — Prompted Transfer
■
Action 5 ✔ — Direct Extension Transfer
Number
For Selector Code Actions 1, 2, or 3, write the corresponding extension, Hunt Group, or Calling Group number, submenu number, or announcement number associated with the Action. Actions 4 and 5 do not require an entry in the Number column.
Description
Write the name of the extension, Hunt Group, Calling Group, submenu, or announcement, that describes the Selector Code Action.

Night Main Menu Script

Check One:
System Operator
❏
✓
General Mailbox ✔
❏
Disconnect
❏
Night Menu Script
Figure 3-10. PARTNER MAIL Form 6 Page 3: Night Menu Script
3-18 Form 6: Night Greeting and Menu
PARTNER MAIL Planning

Night Dial 0/Timeout Action Options

Review the options described below to choose how the system handles calls when callers press 0, or do not enter a Selector Code or extension, within four seconds after being prompted. Select one of the following by marking a check in the appropriate box on page 2 of Form 6 (Figure 3-10):
■
System Operator — Transfer caller to the System Operator for assistance
■
General Mailbox ✔ — Transfer caller to the General Mailbox to leave a
message.
■
Disconnect — Disconnect the call.
Use page 3 of Form 6 (Figure 3-10) to write a script that presents the night menu choices to the caller. Tell the caller to:
■
Dial the extension.
If you know the extension that you wish to reach, dial it now.
■ Access the directory.
If you know the last name of the person you want to speak to, press [*]
[2]
to access the directory.
If you offer a caller the directory list, tell them whether it is listed by first or last name.
Press a Selector Code to:
■
— Transfer to an extension, Hunt Group or Calling Group, — Access a submenu, — Hear an announcement
■
Press [*]
■
Tell the caller what happens if he or she does nothing. This is the Dial 0 /
[4] to replay the menu.
Timeout Option that you specified during the previous step.
If you’d like to leave a message, please hold. Your call will be returned during business hours.
Form 6: Night Greeting and Menu 3-19
PARTNER MAIL Planning

Form 7: Submenus

If you specified a Selector Code Action of 2 — Play an existing submenu — on Form 5 (Day Greeting and Menu Definition) or Form 6 (Night Greeting and Menu Definition) use Form 7 (Figure 3-11) to define and write a script for the submenu.
You can create up to 99 submenus, but keep in mind that more than two levels of submenus can confuse callers. You must create and record each submenu (last level first) before you record the Automated Attendant Day or Night Menu that refers to the submenu.
Make additional copies of this form as required. Form 7 consists of the following two pages:
■
Page 1: the Submenu Definition Form,
■
Page 2: the Submenu Script
3-20 Form 7: Submenus
PARTNER MAIL Planning

Submenu Definition Form

Figure 3-11. PARTNER MAIL Form 7 Page 1: Submenu Definition
Write the Submenu Number (01 through 99) in the heading of the Submenu Definition form (Figure 3-11). You will need this number when you specify Action 2 on a Day or Night Menu, or a Submenu Definition form. Also, the system prompts the System Administrator to enter this number when he or she creates a submenu.
Write the following information on the Submenu Definition Form (Figure 3-11). Refer to “Day Menu Definition Form” earlier in this Chapter for a description of each field.
Selector Code Selector Code Action
Write in the appropriate Selector Code Action from the list below.
■
Action 1 — Selector Code Transfer
■
Action 2 — Play an Existing Submenu
■
Action 3 — Play an Existing Announcement
■
Action 4 — Prompted Transfer
■
Action 5 — Direct Extension Transfer
Form 7: Submenus
3-21
PARTNER MAIL Planning

Form 8: Announcements

Complete Form 8 to create announcements providing current or frequently requested information. You can create up to 99 announcements. Since you can also create up to 99 submenus, you could enable callers to access many different announcements. Remember, however, that more than two levels of submenus confuse callers. Update the announcements regularly to provide the latest information, such as weather reports, interest rates, product information, directions, and entertainment listings. Each announcement can be up to two minutes long.
Make additional copies as required.
Form 8: Announcements
3-23
PARTNER MAIL Planning
Figure 3-13. PARTNER MAIL Form 8: Automated Attendant Announcements Complete the following information on Form 8 (Figure 3-13):
Announcement No.
Assign each announcement an identifying number (1 through 99). You will need this number when you specify Action 3 on a menu or submenu Definition form. Also, the system prompts the System Administrator to enter this number when he or she creates an announcement. If you want to record more than one announcement, make additional copies of the blank planning form. Note that an announcement must be created and recorded before you can program
a Selector Code to refer to it.
Script
Write the announcement script in the space provided. If a caller does not respond to the announcement within four seconds, the
system disconnects. Therefore, be sure to tell the caller near the end of the announcement to perform the following if you do not want the caller to be disconnected:
■
press [0] to transfer to the System Operator,
■
press [*] [4] to go back to the previous submenu,
■
press [*] [8] to transfer to an extension.
3-24 Form 8: Announcements
PARTNER MAIL Planning

Form 9: Group Lists

Figure 3-14. PARTNER MAIL Form 9: Group Lists Use Form 9 to organize Group Lists for your office. You can create up to 99
Group Lists which provide the ability to send voice mail messages to multiple subscribers without entering each extension. A subscriber can enter [*]
followed by a Group List Number, rather than an extension, to send the message to all mailboxes on the Group List. Create Group Lists to suit business needs. Provide a copy of the list to each subscriber who is a member of the group.
Fill in the following information on Form 9 (Figure 3-14):
Group List No.
Write the number of the Group List. This is the number subscribers use to address their Group List messages. If you want more than one Group List, number the lists sequentially.
Group Name
Write the Name of the group to which the members of the list belong.
Extension
Write the extensions to be included on the Group List. Your business needs determine which subscribers to include in a Group List.
Name
Write the name of the subscriber assigned to each extension.
[5]
Form 9: Group Lists
3-25
PARTNER MAIL Planning

Form 10: Line Ownership

Line
Telephone Number
Line Owner Owner's
Extension
Figure 3-15. PARTNER MAIL Form 10: Line Ownership
Use Form 10 (Figure 3-15) to identify the CO (outside) lines at your site covered by VMS Line Cover, and dedicated to a specific person or project. Specify the extension and the subscriber who “owns” the CO line. When a call coming in on this line is not answered manually, the system associates the CO line number with an extension and plays the extension’s personal greeeting. This enables the caller to leave a message in the called party’s voice mailbox. Use the following instructions to complete Form 10 (Figure 3-15):
CO Line
■
Refer to PARTNER II Release 3 Form A to identify the two digit CO Line number of each line that has “VMS MAIL” in the Line Coverage
column.
■
Write the CO Line number in the space provided.
Telephone Number
■
Locate the Telephone number on PARTNER II Form A.
■
Write that number in the space provided.
Line Owner
■
Locate the Line Owner on PARTNER II Form A.
■
Write the name of the Line Owner in the space provided.
3-26 Form 10: Line Ownership
PARTNER MAIL Planning
Owner's Ext.
■ Locate the owner’s extension on PARTNER II Form B1.
■ Write the extension number in the space provided.
Form 10: Line Ownership
3-27
Appendices
PARTNER MAIL Forms

Form 1: Mailbox Assignments

■
Write each subscriber’s extension, name, and COS (see the COS Key on the following page).
Translate the first four letters of the subscriber’s first or last name using the
■
“Letter Key” shown on the following page.
■
To administer: Press and
PASSWORD
[
Intercom
[#]
.
Press [9] [4] .
]
[7] [7] [7] . Enter administrator's
EXTENSION
[#]
Mailbox
Name
COS
Letter Key
Class of Service (COS) Key
Class
1 5 2 ✔ 3 15 4 5 Permitted Permitted 5 6 7 8 9 60
Letter Key
A = 21 N = 62 B = 22 O = 63 C = 23 P = 71
Mins.
10
10 15 15 Not Permitted 15
Transfer Type
Permitted
Permitted Permitted
Permitted Permitted
Not Permitted
Not Permitted Not Permitted
Outcalling
Not Permitted Not Permitted Not Permitted
Permitted Permitted
Not Permitted Permitted
D = 31 Q = 72 E = 32 R = 73 F = 33 S = 74 G = 41 T = 81 H = 42 U = 82 I = 43 V = 83 J = 51 W = 91 K = 52 X = 92 L = 53 Y = 93 M = 61 Z = 94

Form 2: System Parameters

Voice Mail Positions

■
The fax extension or fax Hunt Group extension.
■
The System Operator and the General Mailbox Owner are usually the same person.
■
The factory settings are marked with a check ( ✔ ).
■
To administer system parameters: Press administrator’s EXTENSION [#]
Position
Fax Extension or Fax Hunt Group Extension
System Administrator
General Mailbox Owner
System Operator
Fax Message Receiver
[ Intercom ] [7] [7] [7] . Enter
and PASSWORD [#] . Press [9] [1] .
Name
Mailbox
EXT.
Factory Setting
9997
✔
10
✔
10
✔

Form 3: Voice Mail Greeting

■
The factory-setting is:
Welcome to PARTNER MAIL. Please enter extension and pound sign.
If changing the greeting, remind callers to enter the subscriber’s extension and
■
the pound sign.
■
Greeting cannot exceed two minutes
■
To administer: Press and
PASSWORD
[
Intercom
[#] . Press [9] [7] [1] .
]
[7] [7] [7] . Enter administrator's
Voice Mail Greeting
EXTENSION
[#]

Form 4: Automated Attendant Settings

Touch-Tone Gate

■
The Touch-Tone Gate is automatically set to ON if the system is used for Fax Call Handling.
■
Check one:
ON
❏
OFF ✔
❏
■
To administer: Press and
PASSWORD

Extensions in Enter Plan

■
Check the first digit of each extension used in the dial plan.
[
Intercom
]
[7] [7] [7] . Enter administrator's
[#] . Press [9] [3] [5] .
EXTENSION
[#]
❏ 2 ❏
1
3 ❏
4 ❏
5 ❏
7 ❏

Form 5 (2 of 3): Day Menu Definition Form

■
If using Automated Attendant for Day and Night coverage, complete both the
Day and the Night Menu Definition forms even if the menus are identical.
■
No entries are required in the Number and Description columns if using Selector Code Actions 4 or 5.
■
Fill in the Number and Description columns if using Selector Code Actions 1, 2, or 3.
■
To administer: Press [ Intercom ] [7] [7] [7] ; EXTENSION [#] PASSWORD [#] [9] [3] [1] .
Day Menu Definition
Selector Code
Selector Code Action*
1 2 3
4 5 6 7 8 9
*Selector Code Action Key
1
Selector Code Transfer
(5 ✔ )
(5 ✔ )
(5 ✔ ) (5 ✔ ) (5 ✔ )
Number
Description
2
Play an existing submenu
3
Play an existing announcement
4
Prompted transfer
5
Direct extension transfer ✔

Form 5 (3 of 3): Day Menu Script

Day Dial 0 / Timeout Options
■
Specify where calls should be transferred if the caller does not enter a Selector Code or if they press [0]
Check One:
❏
System Operator ✔
❏
General Mailbox
❏
Disconnect
Script for Day Menu Prompts
■
Write a script that contains the menu which callers will hear after the Automated Attendant Day Greeting (Form 5 page 1).
■
The menu cannot exceed two minutes.
.
Day Menu Script

Form 6: Night Greeting and Menu

Greeting cannot exceed ten seconds.
■
If the Touch-Tone Gate is ON (see Form 4) inform callers using touch-tone
■
phones to press 1.
■
To administer: Press [7] [3] [2] .
[
Intercom
]
[7] [7] [7] ;
Night Greeting Script
EXTENSION
[#]
PASSWORD
[#] [9]

Form 6 (3 of 3): Night Menu Script

Day Dial 0 / Timeout Options
■
Specify where calls should be transferred if the caller does not enter a Selector Code or if they press [0]
Check One:
❏
System Operator
❏
General Mailbox ✔
❏
Disconnect
Script fo Night Menu Prompts
■
Write a script that contains the prompts which callers will hear after the Automated Attendant Night Greeting (Form 6 page 1).
■
Prompts cannot exceed two minutes.
.
Night Menu Script

Form 7: Submenus

■
During administration of Automated Attendant, you must create and record each submenu (last one first) before the the Day or Night Menus.
■
Make an additional copy for each submenu.
■
To administer: Press [3] [3] .
[
Intercom
Submenu No._______Definition Form
]
[7] [7] [7] ;
EXTENSION
[#]
PASSWORD
[#] [9]
Selector Code
Selector Code Action*
1 2 3
4
5
6 7
8 9
*Selector Code Action Key
1
Selector code transfer
2
Play an existing submenu
Number
Description
3
Play an existing announcement
4
Prompted transfer
5
Direct extension transfer ✔

Form 7 (2 of 2): Submenu Script

■
Write a script which provides prompts that callers hear after selecting a submenu.
■
Make a copy of this form for each submenu.
■
The submenu script cannot exceed two minutes.
To administer: Press
■
[3] .
[
Intercom
]
[7] [7] [7] ;
EXTENSION
Submenu No._______Script
[#]
PASSWORD
[#] [9] [3]

Form 8: Announcements

Each announcement can be up to two minutes in length.
■
■
When programming Automated Attendant, you must create and record all announcements before creating the Day Menu, Night Menu, or submenu that refers to it.
■
Make additional copies of this blank form for each announcement that you want to create.
■
You may create up to 99 announcements.
■
To administer: Press
[4] .
[
Intercom
]
[7] [7] [7] ;
EXTENSION
Announcement No.
[#]
PASSWORD
[#] [9] [3]

Form 9: Group Lists

■
Group Lists provide the ablility to send voice mail messages to multiple subscribers at one time.
■
When addressing a message, a subscriber can enter [*]
[5] followed by a Group List Number, rather than entering individual extensions. The system delivers the message to all the mailboxes on the Group List.
■
Make copies of the Group List form to distribute to the subscribers.
■
You may create up to 99 Group Lists.
■
Each Group List may contain up to 100 entries. An extension can belong to more than one group.
■
To administer: Press
[
Intercom
]
[7] [7] [7] ;
EXTENSION
[#]
PASSWORD
[5] .
Group List No.
Group Name
Extension
Name
[#] [9]

Form 10: Line Ownership

■
You can provide VMS Line coverage for an outside line, that is dedicated to a person or project, by designating an extension as the “owner” of the outside line. If a call coming in on an outside line, that is covered by PARTNER MAIL Call Answer Service is not answered within four rings, the system transfers the caller to the mailbox for the extension that owns the line. This allows the caller to leave a message .
■
Refer to PARTNER II Release 3 Form A to determine Line and Telephone numbers, and PARTNER II Release 3 Form B1 to determine the Owner’s extension.
■
Use the form below to assign Line Ownership.
■
To administer: Press [6] .
[
Intercom
]
[7] [7] [7] ;
EXTENSION
[#]
PASSWORD
[#] [9]
Line
Telephone Number
Line Owner
Owner's Extension
Appendix B: Factory Settings
PARTNER MAIL System Factory Settings
PARTNER MAIL Parameter
Greetings/Prompts
Voice Mail Greeting Automated Attendant Greetings Menu Prompts Personal Greetings Name Recordings
Messages
Message Length
Mailboxes
Class of Service Password System Operator’s Extension
Factory Setting
2 minutes 10 seconds each 2 minutes each 2 minutes each 4 seconds each
1 sec. - 2 min. (1 sec. - 5 min for COS 9 mailboxes)
2 1234 10
B-2
System Administrator’s:
Mailbox Password
General Mailbox Owner’s:
Extension Mailbox
Miscellaneous
Group List IDs Outcalling
9997 1234
10
9999
1 - 99
OFF
Appendix C: PARTNER MAIL Case Studies
The following case studies provide examples of the planning of the PARTNER MAIL system for the following features:
■
Company A: Automated Attendant Service as the Delayed Call Handler
■
Company B: Automated Attendant Service as the Immediate Call Handler
■
Company C: Call Answer Service with CO Line Coverage
C
Each case study shows how a fictitious company selects, plans and programs the features listed above. Use the case studies for ideas on how to implement the PARTNER MAIL system at your site. Refer to Chapter 3 or Chapter 4 of this guide for planning procedures. Refer to PARTNER MAIL™ Installation and Use for programming procedures.

Recording the PARTNER MAIL Features

Each company must record the PARTNER MAIL system features that they require on the appropriate PARTNER II System Planning forms and on the appropriate
PARTNER MAIL System Planning forms.

PARTNER II System Planning Forms

The PARTNER MAIL system features selected by each company must be entered on the following PARTNER II Release 3 System Planning forms:
■
System Planner Worksheet
■
Form A: System Configuration
■
Form B1: System Extensions
■
Form B2: Customized Extension Settings
■
Form C: Button Programming Template
C-1
Appendix C: PARTNER MAIL Case Studies
NOTE:
Not all the PARTNER II Release 3 System Planning forms are discussed in the following examples, nor are all the fields on each form discussed. Only those items which affect PARTNER MAIL system planning and administration are highlighted. For a full discussion of the planning forms, see the instructions which come with the PARTNER II Release 3 System Planner.
NOTE:
Many of the options specified in the following examples, such as the extension numbers and types of telephones assigned, will vary for each customer.

PARTNER MAIL Planning Forms

There are ten PARTNER MAIL System Planning Forms:
■
Form 1: Mailbox Assignments
■
Form 2: System Parameters
■
Form 3: Voice Mail Greetings
■
Form 4: Automated Attendant Settings
■
Form 5: Automated Attendant Day Greeting and Menu
■
Form 6: Automated Attendant Night Greeting and Menu
■
Form 7: Automated Attendant Submenus
■
Form 8: Automated Attendant Announcements
■
Form 9: Group Lists
■
Form 10: Line Ownership
Each case study presents portions of the appropriate forms as they would be completed by the company described in the case study.
C-2 Overview
Appendix C: PARTNER MAIL Case Studies

Company A

Company A is a hotel/motel supplies distributor. They take pride in their ability to provide personalized service and to fill orders quickly. They require the ability to:
■
handle calls when the Customer Service Representatives or receptionist are busy or not available.
■
take orders at night when no one is available.
■
allow Customer Service Representatives to handle unanswered calls before
they are sent to the PARTNER MAIL system for coverage.
■
transfer calls to a customer service representative’s voice mailbox if the caller wishes to leave a message.

Selecting the Features

A representative of Company A, with the help of an AT&T representative, selects the features to meet their requirements (Figure 3-1).
■
Company A wants calls to ring first at the customer service representative's and the receptionist’s extensions. If they do not answer within 4 rings, calls are answered by PARTNER MAIL system. To accomplish this, Company A selects Automated Attendant Service — Delayed Call Handling.
■
The PARTNER MAIL handles all unanswered calls during the day and at night. Callers hear either the Day Greeting and Menu or the Night Greeting and Menu. They must select Automated Attendant Service — Always in use.
■
Customers who reach the Automated Attendant Service are routed to the General Mailbox if they wish to leave orders after hours or when the
receptionist and Customer Service Representatives are busy or are absent. Set the Dial 0 / Timeout Option to General Mailbox.
■
The receptionist or any customer service representative can transfer callers directly to another PARTNER MAIL subscriber’s voice mailbox so they can
leave messages. Select Call Answer Service — Direct Transfer to Voice Mailbox.
Company A
C-3
Appendix C: PARTNER MAIL Case Studies
Incoming
Call
Answered
by fourth
ring?
No
PARTNER
MAIL
Yes
Receptionist Customer Service Customer Service
VM Box
Night Svc
General Mailbox
Voice Mailbox
Announcement 2
Announcement 1
Day Main Menu
Thank you for calling Company A
Representative Representative
VM Box
Voice Mailbox
Voice Mailbox
Customer Service Representative
Receptionist
...
General Mailbox
VM Box
Figure 3-1. Call Flow at Company A
C-4 Company A
Sorry! We're Closed
...
Voice Mailbox
Appendix C: PARTNER MAIL Case Studies

Completing the Planning Forms

Company A, with the assistance of an AT&T representative, completes the PARTNER II System and PARTNER MAIL system planning forms to indicate the PARTNER MAIL system features that they selected.
PARTNER II R3 System Planner Worksheet
A salesperson completes the System Planner Worksheet (Figure 3-2) during the initial meeting with the customer. It contains basic information about how the customer wants the PARTNER II Communications System configured.
System Planner Worksheet
This worksheet records basic setup decisions for the system.
1. Lines
a. How many lines (total) will be connected to the system?
b. How many lines will be assigned as personal/dedicated lines?
c. How many lines will be assigned to all extensions? (1a – 1b = 1c)
2. Call Handling
Who answers incoming calls for your business during normal business hours? (Check 2a or 2b)
Individual users (all extensions)
a.
b.
Central receptionist (extension 10)
3.
Customizing Extension Settings
✓
1a 1b 1c
2a
2b
User Group
Receptionist
A.
Basic Users
B. C. D. E. F. G. H. I. J.
Standard Phone Users PARTNER Mail (VMS) extensions
K.
4. Voice Mail
To indicate PARTNER Mail (VMS) services you will use, check one or more options: 3a and 3b for
line coverage (see a. VMS Automated Attendant service (lets callers on specified lines dial extensions or groups directly). b. VMS Line Coverage (lets callers on a user's personal line leave a message.) c. VMS Extension Coverage (lets callers for a specific extension leave a message.)
Form A
instructions), or 3c for extension coverage (see
Number of Users
Phone Type
Standard
Not applicable
Form B2).
Figure 3-2. PARTNER II System Planner Worksheet
✓
3a 3b 3c
Company A
C-5
Appendix C: PARTNER MAIL Case Studies
■
9. Auxiliary Equipment — VMS Hunt Delay — Delayed Call Handling:
Setting the VMS Hunt Delay for delayed call handling allows Company A’s receptionist and Customer Service Representatives to answer the call first.
■
9. Auxiliary Equipment — VMS Hunt Schedule — Always: Setting the VMS Hunt Schedule to Always tells the Automated Attendant Service to answer calls during the day and
at night (when the Night Service Button is ON).
Company A
C-7
Appendix C: PARTNER MAIL Case Studies
PARTNER II System Planner Form B1
Form B1 (Figure 3-4) is used to record extension information such as the name of each extension user and the equipment connected to each extension.
Figure 3-4. PARTNER II System Planner Form B1
■
■
■
C-8 Company A
Name/Description: Indicates the name of each PARTNER MAIL system subscriber. It also indicates the two extensions being used for VMS and for the Remote Maintenance Device (RMD) required with the PARTNER MAIL system.
Aux. Eq.: Indicates the type of auxiliary equipment connected to the PARTNER II System’s extension jacks. For the RMD, “MD” is written into the Other column to indicate that a modem is connected to this extension jack. An “X” is written into the VMS column for each PARTNER MAIL extension.
User Group ID: Identifies groups of extensions which have the same settings (specified on Form B2). A single extension may be included in its own User Group if it has unique customized settings. All VMS extensions must be assigned to the same User Group (Group K in this example). The RMD must be assigned to its own user group (group D in this example) so that all lines will be removed.
Appendix C: PARTNER MAIL Case Studies
■
Trans. Return Ext.: For VMS extensions, set the Transfer Return Extension to the receptionist’s extension. When the system transfers a call to an
extension, and that extension does not answer, the call returns to the receptionist for handling.
PARTNER II System Planner Form B2
Form B2 (Figure 3-5) is used to list extensions which have settings (line assignment, line ringing, etc.) that differ in any way from the default settings listed in the second row.
Figure 3-5. PARTNER II System Planner Form B2
■
Line Assignment and Line Ringing: Company A requires all lines to ring immediately at the receptionist and the Customer Service Representatives’ extensions. Notice that in this example, three of the lines appear at other extensions but do not ring there. These representatives are not expected to answer calls but they can use the lines to place outside calls.
■
Auto. Ext. Privacy: All calls to an extension are private and no other extension can join the call. Make sure that Auto Extension Privacy is not assigned (this is the default setting) to the PARTNER MAIL system extensions when using the Automated Attendant Service as a Delayed Call Handler. In
Company A, this allows the receptionist or the Customer Service
Company A
C-9
Appendix C: PARTNER MAIL Case Studies
Representatives to pick up the call after the Automated Attendant Service has answered it. The PARTNER MAIL system then automatically disconnects from the call.
The RMD requires Auto. Extension Privacy so that maintenance calls are not interrupted.
PARTNER II System Planner Form C
Form C (Figure 3-6 and Figure 3-7) is used for assigning button features to telephones. There is a different form for each model of MLS telephone and one for the Intercom Autodialer.
Figure 3-6. PARTNER II System Planner Form C for Receptionist’s Extension
■
C-10 Company A
Company A's receptionist needs a Night Service button to activate Night
Service, a Voice Mailbox button to transfer callers to other subscriber’s voice
mailboxes, and a VM Messages button programmed for one-touch message
retrieval.
Appendix C: PARTNER MAIL Case Studies
Figure 3-7. Form C for Representative’s Extension
■
Customer Service Representatives require a Voice Mailbox button on their phones to transfer callers directly to any representative’s voice mailbox.
■
All subscribers need a VM Messages button to dial into the PARTNER MAIL system with one touch to retrieve messages. They can also use this button to transfer subscribers who are calling in from outside and wish to be transferred to the PARTNER MAIL system in order to retrieve their messages.

Programming PARTNER II to Support PARTNER MAIL

Based on the entries on the PARTNER II System Planning forms, an implementor or programmer performs the following PARTNER II programming procedures for Company A:
1.
Hunt Group Extensions (#505): All extensions attached to ports on the PARTNER MAIL unit must be assigned to Hunt Group 7.
2.
Transfer Return Extension (#306): Set the Transfer Return Extension on all VMS extensions to extension 10, the receptionist.
3.
Line Assignment (#301): Remove all existing line assignments from the RMD extension so that incoming calls will not be answered.
— Remove lines 04 through 09 from User Group B (Basic Users).
4.
Auto Extension Privacy (#304): Assign Auto Extension Privacy to the RMD extension so that no one can interrupt maintenance calls.
VMS Hunt Delay (#506): Select 2 Delayed. This sets a four-ring delay
5. before CO (Central Office) calls on lines administered to Hunt Group 7 are answered by the PARTNER MAIL system. This gives the receptionist and the Customer Service Representatives time to answer the call first.
Company A
C-11
Appendix C: PARTNER MAIL Case Studies
VMS Hunt Schedule (#507): Leave the factory setting, 1 Always. With this
6. setting the Automated Attendant Service provides backup during the day and
at night. Group Call Distribution (#206): Used to assign all nine outside lines to Hunt
7.
Group 7 (the PARTNER MAIL system Hunt Group). Select 1 Assigned so that the incoming lines are answered by the Automated Attendant Service.
Night Service Button (#503): Assign a Night Service button to extension 10
8. so that Night Service can be activated. When Night Service is ON, the Automated Attendant Night Service Greeting plays for callers.
9.
Program a Voice Mailbox button (F14) on all extensions indicated on Form C. (There will be multiple copies of Form C).
10.
Program a VM Message button for all subscriber’s phones.

PARTNER MAIL System Planning Forms Used by Company A

Company A must complete forms 1 through 8.
■
Company A does not complete Form 3 because the Voice Mail Greeting is not being changed.
■
Company A does not complete Form 7 because submenus are not being
used.
■
Company A will complete Form 8 to provide scripts to record announcements, but the scripts are not shown in this case study.
■
Completion of Form 9 depends on whether Company A uses Group Lists with the Voice Mail Service. They are not shown in this case study.
■
Company A does not complete Form 10 because they are not using the Line Coverage feature.
This section shows how Company A completed the PARTNER MAIL Planning forms
1, 2, 4, and 5. Form 6 is not shown since it is completed similarly to Form 5.
C-12 Company A
Appendix C: PARTNER MAIL Case Studies
PARTNER MAIL Form 1
Form 1 is used to record the extension, name and Class of Service (COS) of each
subscriber who is assigned a mailbox.
Mailbox
Name
COS
Letter Key
Figure 3-8. PARTNER MAIL Planning Form 1
■
Mailbox: Indicates the extension number for each subscriber. Note that the extension number corresponds to the mailbox number.
■
Name: Company A lists each subscriber’s first name, in all capital letters, since this is the name that will be recorded for the directory.
■
COS: The class of service for the mailbox. The COS indicates the message storage capacity for the mailbox, the transfer type, and whether or not outcalling is assigned. A COS of 2 is the default for all mailboxes. Since Company A intends to use the default setting, no entries are required in the COS field.
■
Letter Key: Enables Company A to translate up to four characters of each subscriber’s first or last name. This enables Company A to enter each subscriber’s name into a directory. Callers can use the directory to reach subscribers by dialing their first or last name. Since Company A intends to list callers in the directory by first names, they entered each subscriber’s first name in all capital letters, and used the letter key to translate the first four characters of the first name.
Company A
C-13
Appendix C: PARTNER MAIL Case Studies
PARTNER MAIL Form 2
Form 2 enables Company A to determine which subscribers are responsible for the administration and maintenance of the system.
Position Name
Fax Extension or Fax Hunt Group Extension
System Administrator
General Mailbox Owner
System Operator
Fax Message Receiver
Mailbox
EXT.
Factory
Setting
9997 ✔
10
✔
10 ✔
Figure 3-9. PARTNER MAIL Form 2
■
System Administrator: Linda Kline at extension 12 is responsible for
administering the PARTNER MAIL system.
■
General Mailbox Owner and System Operator: Bert Newton at extension 10 is the System Operator and the General Mailbox Owner. Bert, the receptionist, handles calls if the representatives are busy, switches the system from day
operation to night operation, and checks the General Mailbox for messages when the message light on his telephone is lit.
C-14 Company A
Appendix C: PARTNER MAIL Case Studies
PARTNER MAIL Form 4
Form 4 enables Company A to set the PARTNER MAIL system’s system-wide
settings.
Touch-Tone Gate
■
The Touch-Tone Gate is automatically set to ON if the system is used for Fax Call Handling.
■
Check one:
ON
❏ ❏
✓
OFF
✔
■
To administer: Press and
PASSWORD
Extensions in Enter Plan
■
Check the first digit of each extension used in the dial plan.
[#] Press [9] [3] [5]
[
Intercom
]
[7] [7] [7] . Enter administrator’s
.
EXTENSION
[#]
✓
❏
1
Figure 3-10. PARTNER MAIL Form 4
■
Touch-Tone Gate: Since all of Company A’s clients call from touch-tone phones, they have decided to leave the Touch-Tone Gate setting at the default of OFF.
■
Extensions in Dial Plan: Company A checked 1, 2, and 7. When planning the Day or Night Main menus, Company A should refer to Form 4 as a reminder not to assign the 1, 2 or 7 keys as Selector Codes. That way, when callers dial extensions beginning with 1, 2, or 7 from a menu, the system transfers them directly to the extension.
Day Greeting and Menu Scripts
Company A uses the Automated Attendant as a backup to their receptionist and Customer Service Representatives. Callers hear the Day Greeting and Menu only when no one is available to answer the call. Company A defined their Day Main Menu so that Selector Codes 1, 2 and 7 are reserved for Direct Extension Transfer. Selector Codes 3 and 4 cause the system to play an announcement when the caller
presses a [3]
or [4] from the Day Main Menu.
4
❏
5
❏
7
2
❏
✓
3 ❏
❏
✓
Company A
C-15
Appendix C: PARTNER MAIL Case Studies
Announcements must exist before the System Administrator can enter them as part of the Day Main Menu. The announcements are not illustrated in this example. Refer to Chapter 3 for instructions on how to complete Form 8 for announcements. Company A's Day and Night greetings are shown in Figure 3-1. Since callers only
hear the Day Menu when all extensions are busy or cannot answer, Company A set
the Dial 0 / Timeout to General Mailbox so that callers can leave a message (see
Figure 3-11).
Day Menu Definition
Selector Selector Code
Code Action*
1 2 3 4 5
6 7 8 9
Number
(5 ✔ ) (5 ✔ ) (5 ✔ ) (5 ✔ ) (5 ✔ )
Description
Day Menu Script
*Selector Code Action Key
Selector Code Transfer
1
Play an existing submenu
2
Play an existing announcement
3
Prompted transfer
4 5
Direct extension transfer
✔
Figure 3-11. Day Menu Definition and Script
Instructions for completing the all PARTNER MAIL System Planning forms are in
Chapter 3 of this document.
C-16 Company A
Appendix C: PARTNER MAIL Case Studies

Administering the PARTNER MAIL System

Based on the PARTNER MAIL System Planning forms, Company A’s System Administrator performs the administration shown below. These procedures are meant only as an overview. Detailed instructions for administering the system are found in Chapter 4 and Chapter 6 of the PARTNER MAlL™ Installation and Use document.
To administer the PARTNER MAIL system:
1. — Press
[
Intercom
]
[7] [7] [7] ,
— Enter the administrator’s EXTENSION and press [#] ,
— Enter the administrator’s PASSWORD and press [#]
to administer the system.
to administer the System Parameters shown on Form 2. to administer the Mailboxes shown on Form 1. to administer the System Greetings shown on Forms 5 and 6. Then:
to administer the Automated Attendant Greetings.
2.
3.
4.
— Press [9] Press [1] Press [4]
Press [7]
— Press [3] — Record the Day Greeting (Form 5).
— Record the Night Greeting (Form 6).
5.
Press [3]
to administer the Automated Attendant, and record Company A’s
announcements as shown on Form 8.
6.
Press [3]
to administer the Automated Attendant, then: — Record the Day Main Menu (Form 5). — Record the Night Main Menu (Form 6).
.
Company A
C-17
Appendix C: PARTNER MAIL Case Studies

Company B

Company B is a mortgage agency. They have the following requirements:
All calls are answered by the PARTNER MAIL Automated Attendant Service
■
with overflow calls being handled by the receptionist.
■
The system transfers calls to the appropriate extensions or groups during the day.
■
Unanswered calls are sent to the receptionist during the day and to the called party’s voice mailbox during the night.
■
Fax Call Handling for Company B’s three fax machines. A guest voice mailbox for visiting realtors and lawyers. These visitors will not
■
have their own extensions but have use of their own mailbox which they may
call remotely.

Selecting the Features

A representative of Company B, with the help of the implementor, selects the
following features (Figure 3-12):
■
Company B wants to use the system to handle most of its calls. Their receptionist will only answer overflow calls. They want the system to transfer callers with rotary telephones to the receptionist. To accomplish this, Company B selects Automated Attendant Service – Immediate Call Handling
■
Callers hear either the Day Greeting and Menu or the Night Greeting and Menu and may transfer to the desired group or extension. Company B selects Automated Attendant Service – Always in use.
■
Fax Call Handling automatically recognizes fax transmissions and routes them to the Fax Hunt Group.
■
Company B wants to give subscribers the ability to turn VMS coverage ON when they leave, and turn it OFF during the day when unanswered calls are routed to the receptionist. They select Call Answer Service – Extension Coverage: A VMS Cover button is assigned at each extension.
■
Although each PARTNER II extension is assigned a voice mailbox to receive messages after hours, Company B requires a special Guest Mailbox with Class of Service 7 (Transfer Not Permitted) for visitors who are not assigned their own telephones. The PARTNER MAIL Automated Attendant Service
does not attempt to transfer calls to the extension associated with this mailbox. Instead, it connects the caller directly to the voice mailbox. Guests can retrieve their voice mail messages from any touch-tone telephone. Guest Mailboxes should be assigned a two-digit extension number which is not being used.
C-18 Company B
Appendix C: PARTNER MAIL Case Studies
Incoming Call
Receptionist
Ext. 10
Announcement 2
Announcement 1
VM Cover VM Msgs Night Svc
Agent
Ext. 14
VM Cover VM Msgs
FAX?
No
– VMS Extension
Coverage ON
– Dial 0 Timeout =
General Mailbox
– Caller Dials Ext. 53
Agent
VM Cover VM Msgs
Ext. 15
Yes
Voice Mailbox
Voice Mailbox
General Mailbox
Figure 3-12. Company B’s Call Handling Flow
Voice Mailbox
Guest Mailbox Ext 53
Fax Extension Hunt Group 776
Company B
C-19
Appendix C: PARTNER MAIL Case Studies

Completing the Planning Forms

Company B, with the assistance of an AT&T representative, completes the PARTNER II System and PARTNER MAIL System Planning forms to indicate the PARTNER MAIL system features that they selected.
PARTNER II System Planner Worksheet
A salesperson completes the System Planner Worksheet (Figure 3-13) during the initial meeting with the customer. It contains basic information about how the customer wants the PARTNER Communications System configured.
1. Lines
How many lines (total) will be connected to the system?
a. b.
How many lines will be assigned as personal/dedicated lines?
c.
How many lines will be assigned to all extensions? (1a – 1b = 1c)
2. Call Handling
Who answers incoming calls for your business during normal business hours? (Check 2a or 2b)
Individual users (all extensions)
a. b.
Central receptionist (extension 10)
3.
Customizing Extension Settings
1a 1b 1c
2a 2b
User Group
Receptionist
A. B.
Basic Users C. D. E. F. G. H. I. J.
Standard Phone Users K.
PARTNER Mail (VMS) extensions
4. Voice Mail
To indicate PARTNER Mail (VMS) services you will use, check one or more options: 3a and 3b for line coverage (see
VMS Automated Attendant service (lets callers on specified lines dial extensions or groups directly).
a. b.
VMS Line Coverage (lets callers on a user’s personal line leave a message.)
c.
VMS Extension Coverage (lets callers for a specific extension leave a message.)
Form A
instructions), or 3c for extension coverage (see
Number of Users
Phone Type
Standard
Not applicable
Form B2).
Figure 3-13. PARTNER II Planning Worksheet
3D.: Lists the fax extensions. Company B wants Fax Call Handling so their
■
three fax extensions are put into a Group (Group D in this example) so they can be assigned the same extension settings.
3K. PARTNER Mail (VMS) extensions: The number entered here depends
■
on the number of voice processing cards the customer ordered (one or two). Company B has two voice mail extensions (one voice processing card).
✓
✓
3a 3b 3c
C-20 Company B
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