AT&T Partner Mail VS R1 Installation and Programming

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AT&T

PARTNER MAIL VS™

Voice Messaging System Release 1

Installation and Programming

AT&T 518-322-102 Issue 1

January 1994

Notice

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

Federal Communications Commission (FCC) Interference Notice

This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules. For additional FCC information, see Appendix B of this book.

Canadian Emissions Requirements

This digital apparatus does not exceed the Class A limits for radio noise emissions from digital apparatus set out in the Radio Interference Regulations of the Canadian Department of Communications. For additional DOC information, see Appendix B of this book.

Le present appareil numerique n’emet pas de bruits radioelectriques depassant Ies Iimites applicable aux appareils numeriques de la classe A prescrites dans Ie Reglement sur Ie brouillage radioelectrique edicte par Ie ministere des Communications du Canada. Vous trouverez des renseignements complémitaires à la annexe B de ce manuel.

Security

As a customer of new telecommunications equipment, you should be aware of the significant and growing problem of theft of long distance services by third parties, known commonly as “toll fraud.” It is particularly important that you understand and take appropriate steps to deal with this crime because under applicable tariffs, you will be responsible for payment of associated toll charges. AT&T cannot be responsible for such charges and will not make any allowance or give any credit resulting from toll fraud.

Toll fraud can occur despite the preventive efforts of network providers and equipment manufacturers. Toll fraud is a potential risk for every customer with telecommunications equipment having one or more of the following features: (1) remote access, (2) automated attendant, (3) voice mail, (4) remote administration and maintenance, and (5) call forwarding (remote). This is not a product or design defect, but a risk associated with equipment having one or more of the features described above. If your new telecommunications equipment possesses any of these features, please consult the relevant portion of your documentation for further details and specific procedures to reduce the risk of toll fraud or contact your AT&T dealer for further details.

Trademarks

PARTNER MAIL VS and PARTNER MAIL are trademarks of AT&T. MLS-34D, MLS-18D, MLS-12D, MLS-12, MLS-6, and PARTNER are registered trademarks of AT&T.

Ordering Information

The order number for this book is 518-322-102. To order additional books, call 1 800 432-6600 in the U.S. and 1 800 255-1242 in Canada.

Support Telephone Number

In the continental U.S., AT&T provides a toll-free customer helpline 24 hours a day. Call the AT&T Helpline at 1 800 628-2888 if you need assistance when programming or using your system.

Outside the continental U.S., contact your local AT&T Authorized Dealer.

Call Voice Mail Service (Press

Intercom

7 7 7 )

Automated

Attendant

(Press [ 3 ])

Day Menu

(Press [ 1 ])

Play Menu Definition

(Press [ 2 ][ 2 ])

(Press

Yes

Enter Login (Press

Enter Password

1 2 3 4

for factory default and

Select

Programming

Main Menu

(Press

)

Mailboxes

(Press [ 4 ])

Mailbox Number

(Enter Number

+[ #

])

Mailbox Number

Exists?

9 9 # )

)

Line

Ownership

(Press [ 6 ])

System Reset–

Save All

(Press

[ 9 ][ 8 ][ 9 ][ 7 ][ 3 ][ 7 ][ 3 ][ 8 ])

Scan Line

Ownership

(Press [ 2 ])

Assign Line

Ownership

(Press [ 4 ])

Play Day

Prompt

(Press [ 2 ][ 1 ])

Modify Menu

Definition and/or

Day Prompt

(Press [ 6 ])

Night Menu

(Press [ 2 ])

Play Night

Prompt

(Press [ 2 ][ 1 ])

Modify Night

Prompt

(Press [ 6 ])

Re-initialize

Password (Press [ 3 ])

Re-initialize

Mailbox

(Press [ 4 ])

Delete

Mailbox

(Press [ ★ ][ D ])

Create

Mailbox

(Press [ 4 ])

Modify Line

Ownership

(Press [ 6 ])

Delete Line Ownership

(Press [ ★ ][ D ])

Contents

About This Guide

Overview

■

Important Safety Instructions

Tutor Service

■

■ Voice Messaging Services

■

Summary of Fixed Settings

Installation

■

Important Safety Instructions

■

Before You Start

■

Installing the Voice Messaging System Module

Understanding Programming

■

Communications System Programming

■

Voice Messaging System Programming

iii

1-i

1-ii

1-2 1-3 1-10

2-i

2-ii

2-1 2-2

3-i 3-1 3-4

Initial Programming

■

Overview Initial System Setup

■

Voice Messaging System Programming

■

Communications System Programming

■

Verifying System Operation Initial Programming Flowchart

■

Programming Quick Reference

4-i 4-1 4-2 4-3 4-7 4-12 4-14 4-17

Contents

System Management

■

General Information Automated Attendant Service

■

Modifying Mailboxes

■

CO Line Coverage

■

Telephone Button Programming

Troubleshooting

Specifications

FCC Information

5-i 5-2 5-5 5-13 5-21 5-26

6-i

A-1

B-1

Maintenance

Planning Forms

Glossary

Index

Programming Quick Reference

C-1

D-1

GL-1

IN-1

About This Guide

Purpose

This guide provides instructions for installing, programming, and managing the PARTNER MAIL VS™ Voice Messaging System on the PARTNER® Plus or PARTNER II Release 3.1 or later Communications System. It is intended for the technician who installs the hardware and programs the initial system settings and for the System Manager, the person at the customer site who is responsible for managing the system on an on-going basis.

Terminology

Throughout this guide, the PARTNER MAIL VS Voice Messaging System is referred to simply as the voice messaging system and users who have a mailbox on the voice messaging system are called subscribers. Additionally, the PARTNER Plus or PARTNER communications system and the AT&T telephones specifically designed to work with the communications system are called system phones. System phones include the MLS-34D®, MLS-18D®, MLS-12D®, MLS-12®, MLS-6®, and MLC-6 model telephones.

Finally, the procedures in this guide instruct you to press dialpad key sequences using a letter that relates to the specific task. For example, to delete a message from your mailbox, you are instructed to press [ ✳ ] [ D ], which is equivalent to [ ✳ ] [ 3 ] on the dialpad. These key sequences and their associated numerical sequences are listed below for your reference:

Delete Help

Restart Transfer Exit

[ ✳ ] [ D ] [ ✳ ] [ H ]

[ ✳ ] [ R ]

✳ ] [ T ]

[ [ ✳ ] [ ✳ ] [ X ]

Communications System is referred to as the

[ ✳ ] [ 3 ] [ ✳ ] [ 4 ]

[ ✳ ] [ 7 ] [ ✳ ] [ 8 ]

[ ✳ ] [ ✳ ] [ 9 ]

About This Guide iii

How to Use This Guide

If you are the technician, refer to the appropriate chapters to help you:

■

Install the voice messaging system hardware. Chapter 2 provides instructions for installing the voice messaging system module in the communication system’s control unit. It also provides instructions for installing the Mailbox Expansion Card–20.

■

Refresh your memory about programming. Chapter 3 offers general programming information for both the communications system and the voice messaging system.

■

Perform initial programming. Chapter 4 provides step-by-step programming instructions for integrating the voice messaging system with the communications system. It also provides test procedures that you should use after installation to ensure that the system is working properly.

■

Solve problems. Chapter 6 provides information to help you identify and correct problems you may have with the voice messaging system.

If you are the System Manager, refer to the appropriate chapters to help you:

■

Learn about the voice messaging system. Chapter 1 describes the voice messaging system’s features and services.

■

Learn about programming. Chapter 3 offers general programming information for both the communications system and the voice messaging system.

■

Manage the voice messaging system. Chapter 5 provides instructions for changing system settings to accommodate the changing needs of your business. It also offers guidelines for setting up and using the receptionist’s extension.

Solve problems. Chapter 6 provides information to help you identify

■

and correct problems you may have with the voice messaging system.

Once you are experienced with the system, use the Table of Contents or Index to locate the information you need.

Product Safety Statements

Product safety statements are identified in this guide by a

CAUTION:

Indicates the presence of a hazard that will or can cause minor personal injury or property damage if the hazard is not avoided.

WARNING:

Indicates the presence of a hazard that can cause severe or fatal personal injury if the hazard is not avoided.

iv About This Guide

How to Comment on This Guide

A feedback form is located at the end of this guide, after the appendixes. If the form is missing, send your comments and recommendations for changes to Documentation Manager, AT&T, 200 Laurel Avenue (Room 4E-409), Middletown, NJ 07748 (FAX 908 957-4009).

Reference Materials

In addition to this guide, the following materials are available (the order numbers are in parentheses):

PARTNER MAIL VS Voice Messaging System

■

Planning Guide and Forms (518-322-503)

■

User’s Quick Reference (518-322-103)

■

Tutor Labels (585-322-104)

PARTNER Plus Release 3.1 Communications

System

■

System Planner (518-455-219)

■

Installation (518-455-218)

■

Programming and Use (518-455-217)

■

Quick Reference for Use with MLS-Series Telephones (518-455-216)

PARTNER II Release 3.1 Communications System

■

System Planner (518-455-319)

■

Installation (518-455-318)

■

Programming and Use (518-455-317)

■

Quick Reference for Use with MLS-Series Telephones (518-455-316)

To order these materials, call the AT&T Customer Information Center:

In the U.S.: In Canada:

Some of these materials are also available in Spanish and French. For more information, contact the AT&T Customer Information Center or your local AT&T Authorized Dealer.

1 800 432-6600 1 800 255-1242

About This Guide v

Overview

Contents

Important Safety Instructions Tutor Service Voice Messaging Services

■ Automated Attendant Service

Automated Attendant Options Music On Hold

■

Call Answer Service

Extension Coverage CO Line Coverage

Voice Mailbox Transfer

■

Voice Mail Service

Voice Mailboxes Guest Mailboxes

Summary of Fixed Settings

1-ii 1-2 1-3

1-4 1-5 1-7 1-7 1-7 1-8 1-8 1-8 1-9 1-9

1-10

1-i

Important Safety Instructions

WARNING:

The following list provides basic safety precautions that should always be followed when using your system:

Read and understand all instructions. Follow all warnings and instructions marked on the product.

2. Unplug all telephone connections before cleaning. DO NOT use liquid

3. cleaners or aerosol cleaners. Use a damp cloth for cleaning.

This product should be serviced by (or taken to) a qualified repair center when service or repair work is required.

DO NOT use this product near water, for example, in a wet basement

location DO NOT place this product on an unstable cart, stand, or table.

Never push objects of any kind into slots or openings as they may

touch dangerous voltage points or short out parts that could result in a risk of fire or electric shock. Never spill liquid of any kind on the product.

Avoid using this telephone during an electrical storm. There may be a remote risk of electric shock from lightning.

DO NOT use the telephone to report a gas leak in the vicinity of the leak.

10. The product is provided with a three-wire grounding type plug. This is

a safety feature. DO NOT defeat the safety purpose of the grounding type plug. DO NOT staple or otherwise attach the AC power supply cord to building surfaces.

1-ii

CAUTION:

DO NOT block or cover the ventilation slots and openings. They prevent the product from overheating. DO NOT place the product in a separate enclosure unless proper ventilation is provided.

SAVE THESE INSTRUCTIONS

Overview

The PARTNER MAIL VS Voice Messaging System is designed to work with your

communications system to automate the call handling needs of your business. The voice messaging system:

■

Handles up to two calls simultaneously and provides service for up to 10 subscribers. If an optional Mailbox Expansion Card–20 is installed, the voice messaging system provides service for up to 20 subscribers.

■

Answers outside calls, plays a customized message prompting the caller to press digits for the party with whom the caller wants to speak, and efficiently routes the call to the appropriate party—all without the aid of a receptionist.

■

Allows callers to leave a private message if the called party does not answer or is busy on another call, or to transfer to another system extension or the receptionist’s extension for assistance.

■

Allows subscribers to retrieve messages from any touch-tone phone on

your premises or from a remote location.

■

Provides after-hours service in addition to daytime service.

Additionally, the voice messaging system offers a built-in tutorial service, which lets users access and listen to information about their system phone and commonly-used communications system features. This service is discussed in the next section.

Overview 1-1

Tutor Service

The Tutor Service is an “on-line help” feature that allows users to easily access and listen to information on commonly-used communications system features. Any user with a system phone can access this service—users do not have to be voice messaging system subscribers.

The Tutor Service provides information about the following subjects:

■

Learning about system phone features such as ringing patterns, volume control, speakerphone, display, buttons, and lights.

■

Making various types of internal calls including group paging calls, voice interrupt on busy calls, and hands-free answer on intercom calls.

■

Using system features such as Conference, Transfer, Auto Dialing, Personal Speed Dialing, Last Number Redial, and Save Number Redial.

To access the Tutor Service menu, users simply make a call to the voice messaging system. The system plays:

Welcome to PARTNER MAIL VS. Please enter extension and pound sign. Otherwise, to access PARTNER Tutor, press star 4.

When users dial [ ✳ ] [ 4 ], they hear instructions for using the Tutor Service, followed by a list of topics and subtopics. The user can then enter the topic and subtopic numbers of their choice. Refer to “Using the Tutor Service” in Chapter 5 for a list of topic and subtopic numbers.

Instruction labels, which are designed for placement in the handset cradle on the base of the system phone, are shipped with the voice messaging system hardware.

1-2 Overview

Voice Messaging Services

The voice messaging system provides three types of service:

■

Automated Attendant Service. Answers your company’s outside calls

and transfers them to the destination selected by the caller. Call Answer Service. If the called party is busy or does not answer, this

■

service allows the caller to leave a message or to transfer to another extension.

■

Voice Mail Service. Allows subscribers to listen to messages and manage their own mailbox.

Figure 1-1 provides an overview of the features associated with each service.

Voice Messaging System

PARTNER MAIL VS

Automated Attendant Service

Prompts caller to make a choice from a menu of options, then transfers the call to the selected destination.

Always

Communications system always routes calls to Automated Attendant Service.

Immediate

Call Handling

Automated Attendant Service answers outside calls immediately. The receptionist acts as a backup for unanswered calls.

Day Only

Communications system routes calls to Automated Attendant Service when Night Service is off.

Prompts caller to leave a message or transfer to another extension when the called party does not answer within 4 rings.

Night Only

Communications system routes calls to Automated Attendant Service when Night Service is on.

Delayed

Call Handling

The receptionist answers outside calls immediately. Unanswered calls go to the Automated Attendant Service after a delay.

Call Answer Service Voice Mail Service

Allows subscribers to:

■

Listen to messages

■

Delete messages

■

Record a personal greeting

■

Change their password

Extension Coverage

Caller hears the called party's personal greeting and can leave a message.

Automatic Coverage

Subscribers have voice mail coverage on all the time at their extension.

Line

Coverage

Caller hears the line owner's personal greeting and can leave a message.

Manual

Coverage

Subscribers can turn voice mail coverage on and off at their extension.

Voice Mailbox

Transfer

System users press a button to transfer callers directly to a voice mailbox without ringing the extension first.

Do Not Disturb

Subscribers can use Do Not Disturb in conjunction with automatic or manual coverage. Doing so enables callers to receive Call Answer Service immediately— calls do not ring the extension first.

Figure 1-1. Voice Messaging Services

Overview 1-3

Automated Attendant Service

The Automated Attendant Service can answer and route your company’s outside calls without assistance from a receptionist. After an outside call is answered, the Automated Attendant Service plays a customized message (or menu prompt). The message typically welcomes calIers—to let them know they have reached your company—and then offers callers a menu of options for

transferring to the desired party. It is recommended that you offer callers not more than five transfer options to avoid confusion when callers listen to the message.

You can customize the menu prompt for use during normal business hours (called the day menu prompt) and for use after normal business hours (called

the night menu prompt). For example, you can set up Automated Attendant Service so that callers hear the following prompt during the day:

Thank you for calling the ANY Travel Agency. If you know the extension you want, dial it now or press 0 to

speak with the receptionist. For information on Corporate Travel, press 3. For information on Personal

Travel, press 4. Press star 4 to replay this message.

For after-hours callers, you can set up Automated Attendant Service to play this prompt:

You have reached the ANY Travel Agency. Our hours are 8 to 5, Monday through Friday. Please press 9 to leave

a message and we will promptly return your call.

NOTE:

When the system is first installed, Automated Attendant Service has this factory set day menu prompt:

Hello, welcome to PARTNER MAIL VS. Please enter the extension number of the person you wish to reach or press 0 to reach the receptionist.

In addition, Automated Attendant Service has this factory set night menu prompt:

Good Evening. Welcome to PARTNER MAIL VS. Please enter the extension number of the person you wish to reach or press 9 to leave a message with the receptionist.

1-4 Overview

Automated Attendant Service is useful for many businesses, such as car dealerships, insurance agencies, and stores. For example, a car dealership can use Automated Attendant Service to allow its customers to directly reach the customer service department. This frees sales employees to handle customer transactions while the Automated Attendant Service transfers service calls to the appropriate department. In this case, you can program the Automated Attendant Service to allow callers to enter a group number to reach an available customer service representative. Callers hear Music On Hold (if it is available) while they are being transferred.

Automated Attendant Options

When planning Automated Attendant Service, you must choose settings for the following communications system features:

■

Group Call Distribution. Specifies the outside lines (if any) that are to be answered by Automated Attendant Service.

■

VMS Hunt Schedule. Specifies when you want the communications system to route calls to the voice messaging system.

■

VMS Hunt Delay. Specifies whether you want to use Automated Attendant Service for immediate or delayed call handling.

Each of these features is explained further below.

Group Call Distribution

This feature lets you specify the outside lines on which you want Automated Attendant Service coverage. You can specify some or all of your company’s outside lines.

VMS Hunt Schedule

This feature determines when the communications system is to route calls to the Automated Attendant Service. VMS Hunt Schedule works in conjunction with the communication system’s Night Service feature so that the voice messaging system can play the appropriate menu prompt. In other words, the menu prompt the caller hears depends on the VMS Hunt Schedule setting you select and the status of the Night Service button at the receptionist’s extension.

You can choose one of the following VMS Hunt Schedule settings:

■

Always (factory setting). Instructs the communications system to route outside calls to Automated Attendant Service for call handling all the time. When Night Service is off, Automated Attendant Service plays the day menu prompt; when Night Service is on, Automated Attendant Service plays the night menu prompt.

Day Only. Instructs the communications system to route outside calls to

■

Automated Attendant Service only when Night Service is off. Automated Attendant Service plays the day menu prompt.

■

Night Only. Instructs the communications system to route outside calls to Automated Attendant Service only when Night Service is on. Automated Attendant Service plays the night menu prompt.

Overview

1-5

VMS Hunt Delay

This option specifies either Immediate Call Handling or Delayed Call Handling (see Figure 1-2 below):

■

Immediate Call Handling (factory setting). The Automated Attendant Service answers outside calls on the second ring and plays the day or night menu prompt. The receptionist can act as back-up. Callers using rotary phones or callers requesting assistance can be transferred to the receptionist’s extension (extension 10).

■

Delayed Call Handling. The Automated Attendant Service answers outside calls on the fourth ring. This delay gives the receptionist time to answer the call.

The VMS Hunt Delay setting you select is used for both day and night operation.

NOTE:

If you set VMS Hunt Delay to Immediate, you may want to set the communications system’s Automatic Extension Privacy feature to Assigned for the extensions associated with the voice messaging system. This prevents users from accidentally picking up calls sent to the voice messaging system.

Immediate Call Handling

Incoming Calls

Control Unit

PARTNER MAIL VS

answers on

the second ring

Delayed Call Handling

Incoming Calls

Control Unit

Figure 1-2. Immediate and Delayed Call Handling

Receptionist

answers incoming

calls

1-6 Overview

Receptionist

backs up

PARTNER MAIL VS

picks up unanswered

calls on the fourth ring

Music On Hold

If you use Automated Attendant Service, it is strongly recommended that you also use the communications system’s Music On Hold feature. This feature plays music or recorded material to callers who are on hold or waiting to be

transferred, and it is particularly useful for callers transferred by the voice

messaging system. If you do not use Music On Hold, callers hear silence (rather than ringing) while they are being transferred.

For more information about using Music On Hold, see the PARTNER Plus or

PARTNER

system Programming and Use guide.

Call Answer Service

This service offers callers the following options when they reach an extension which is unable to answer their call:

■

Leave a detailed, confidential message in the called party’s mailbox. Press [ 0 ] to transfer to the receptionist’s extension for assistance.

■

✳

Press [

■

Callers can press [

NOTE:

Until subscribers record a personal greeting for their extension, outside callers hear this factory set message:

] [ T ] to transfer to another system extension.

] or [ ✳ ] [ T ] before, during, or after leaving a message.

Extension XX is not available. To leave a message, wait for the tone. After recording hang up or press 1

for more options.

Call Answer Service provides three main features, which are discussed below:

■

Extension Coverage

■

CO Line Coverage

■

Voice Mailbox Transfer

Extension Coverage

Automatic Coverage

When the communications system’s Automatic VMS Cover feature is Assigned

for an extension, intercom and transferred callers can leave messages or

transfer to another extension when the called extension is busy or does not

answer by the fourth ring. The system greets the caller with the called party’s personal greeting (or with the system greeting if a personal greeting is not recorded).

Manual Coverage

Regardless of the Automatic VMS Cover setting, the communications system

allows subscribers to press a programmed button to turn voice mail coverage on and off at their extension. To do so, subscribers must program the VMS Cover feature on a button with lights on their system phone.

Overview

1-7

Do Not Disturb

Subscribers who have extension coverage—either automatic or manual—can use the communications system’s Do Not Disturb feature when they want calls

to have immediate coverage. If Do Not Disturb is used in conjunction with

extension coverage, callers are sent to the subscriber’s mailbox immediately (calls do not ring the extension first) so the caller can leave a message. This is useful, for example, when subscribers are already on a call or are too busy to answer calls or when they leave their desk for extended periods of time, such as at lunch time or at the end of the day. To use Do Not Disturb, subscribers must program this feature on a button with lights on their system phone.

CO Line Coverage

CO Line Coverage lets callers who call in on a covered line leave messages in

the mailbox of a specific subscriber (known as the owner of the covered line).

When a call comes in on a covered line, the system routes the caller directly 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. (Do Not Disturb has no effect on CO Line Coverage.)

Line ownership typically is assigned to personal lines or to lines to be used for

outside access to the voice messaging system when Automated Attendant

Service is not used. (Lines in your system can be assigned either ownership or Automated Attendant Service coverage—a single line cannot be assigned both types of coverage.)

Voice Mailbox Transfer

Users can program a Voice Mailbox Transfer button on their system phone to transfer callers directly to a subscriber’s voice mailbox without ringing the extension first. This feature is useful when handling a call for a person who is

not at his or her desk.

Voice Mail Service

This service allows subscribers to manage their own mailbox. With it,

subscribers can:

■

Listen to messages, then save or delete them.

■

Record their own personal greeting.

■

Change the default password for their voice mailbox to ensure that messages are kept confidential.

■

Transfer to another extension or to the receptionist’s extension.

A subscriber’s extension number and mailbox number are the same. When a caller leaves a message, the voice messaging system places the message in the called subscriber’s mailbox, and turns on the message light (if available) at the subscriber’s phone.

1-8 Overview

Subscribers can retrieve messages at their convenience from any touch-tone phone either while on-site or from an off-site location. Subscribers can refer to the Quick Reference booklet for instructions on recording a personal greeting, changing a password, and performing other Voice Mail Service procedures.

Voice Mail Service also allows the System Manager to program the voice messaging system. See “Voice Messaging System Programming” in Chapter 3 for more information.

NOTE:

When subscribers call in to the Voice Mail Service, they hear this factory set prompt:

Welcome to PARTNER MAIL VS. Please enter extension and pound sign. Otherwise, to access PARTNER Tutor, press star 4.

Voice Mailboxes

By default, the voice messaging system provides mailboxes for extensions 10 through 19. If a Mailbox Expansion Card–20 is installed, default mailboxes are provided for extensions 10 through 29.

You can change default mailbox assignments. First, delete mailboxes from any extensions that do not require voice mail coverage. Then, create mailboxes for extensions that need them. Mailboxes can be created for extensions 11 through 33 for the PARTNER Plus system and 11 through 57 for the PARTNER

system.

NOTE:

You should delete mailboxes from extensions that connect auxiliary equipment (such as fax machines or doorphones) to keep the maximum number of mailboxes available for users.

Guest Mailboxes

You can create guest mailboxes for users who do not have their own phone, but still require mailboxes. If this is the case, either the Automated Attendant Service or system users can transfer callers directly to the guest mailbox where they can leave a message. Guests can call the voice messaging system from any touch-tone phone to retrieve their messages. For more information on guest mailboxes, see “Guest Mailboxes” in Chapter 5.

Overview

1-9

Summary of Fixed Settings

Table 1-1 shows the fixed factory settings for the voice messaging system.

Table 1-1. Voice Messaging System Fixed Settings

Automated Attendant

■

Answers on this number of rings

■

Receptionist’s Extension (Dial 0)

■

Dial 0 Timeout Dial 0 Timeout Action (day and night)

■

Menu Levels

■

■ Menu Options

Greetings/Prompts

■

Menu Prompts

■

Personal Greetings

Messages

■

Message Length

Mailboxes

Subscriber

■

Receptionist (extension 10)

■

2 (immediate) or 4 (delayed) Extension 10 5 seconds Transfer to receptionist 1 9 allowed (5 recommended)

1 second to 2 minutes 1 second to 2 minutes

1 second to 2 minutes

10 minutes (or 40 messages) 30 minutes (or 120 messages)

1-10 Overview

Installation

Contents

Important Safety Instructions Before You Start Installing the Voice Messaging System Module

2-ii 2-1 2-2

2-i

Important Safety Instructions

The following list provides basic safety precautions that should always be followed when using your telephone equipment:

Read and understand all instructions.

1. Follow all warnings and instructions marked on the product.

2. Unplug all telephone connections before cleaning. DO NOT use liquid

3. cleaners or aerosol cleaners. Use a damp cloth for cleaning.

This product should be serviced by (or taken to) a qualified repair center

4. when service or repair work is required.

DO NOT use this product near water, for example, in a wet basement location

5. DO NOT place this product on an unstable cart, stand, or table.

6. Never push objects of any kind into slots or openings as they may touch

7. dangerous voltage points or short out parts that could result in a risk of fire or electric shock. Never spill liquid of any kind on the product.

Avoid using this telephone during an electrical storm. There may be a remote

8. risk of electric shock from lightning.

DO NOT use the telephone to report a gas leak in the vicinity of the leak.

10.

The product is provided with a three-wire grounding type plug. This is a safety feature. DO NOT defeat the safety purpose of the grounding type plug. DO NOT staple or otherwise attach the AC power supply cord to building surfaces.

CAUTION:

DO NOT block or cover the ventilation slots and openings. They prevent the product from overheating. DO NOT place the product in a separate enclosure unless proper ventilation is provided.

Additional Safety Instructions for Installers

DO NOT install telephone wiring during a lightning storm.

DO NOT install telephone jacks in a wet location unless the jack is specifically designed for wet locations.

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

Use caution when installing or modifying telephone lines.

The control unit must be securely wall mounted.

CAUTION:

If any wiring from the extension jacks leaves the building premises, you must install AT&T IROB protectors (see “Requirements for Out-of-Building Extensions” in Appendix A of the PARTNER Plus or PARTNER II Communications System Programming and Use Guide).

CAUTION:

Use only AT&T-manufactured PARTNER modules in the PARTNER Plus or PARTNER II Communications System.

2-ii

CAUTION:

Environmental and electrical conditions must meet the specifications as listed

in Appendix A of the PARTNER Plus or PARTNER II Communications System Programming and Use Guide.

SAVE THESE INSTRUCTIONS

Installation

This chapter provides instructions for installing the voice messaging system’s hardware in the communications system’s control unit.

Before You Start

Verify that you have the required voice messaging system and communications system hardware:

■

The PARTNER MAIL VS Voice Messaging System Module, and optional Mailbox Expansion Card–20.

■

A PARTNER Plus or PARTNER equipped with a Release 3.1 (R3.1) or later processor module.

For message waiting capability, system phones or supported standard

■

phones with message lights. Supported standard phones must be connected to extension jacks on R3.1 or later 206 modules.

Before you proceed:

■ Make sure the communications system control unit, processor module(s),

and 206/400 modules have been installed. Make sure this installation meets the environmental and electrical

■

requirements listed in Appendix A.

Communications System control unit

Installation

2-1

Installing the Voice Messaging System Module

(Reserved for

Future Use)

RS-232 Port (Factory Use Only)

Power Indicator (Green) LED

Optional Mailbox

Expansion Card Slot

Test (Yellow) LED Status (Red) LED

Hard Disk Drive (Green) LED

Figure 2-1. Voice Messaging System Module

To install the voice messaging system module in the communications system’s

control unit:

Turn power off to the communications system’s control unit by pulling out the

1. main circuit breaker on the right rear side of the control unit.

CAUTION:

Failure to turn off power may damage the control unit and/or the voice messaging system.

2-2 Installation

Install the voice messaging system module in the first available slot to the right

2. of the last installed 206 or 400 module. Do not install the voice messaging

system module in the first slot of the PARTNER Plus system control unit or

the PARTNER

system primary carrier.

NOTE:

The voice messaging system module should always be installed after the

206 and 400 modules to ensure consecutive extension numbering. If the

control unit is upgraded with more 206 or 400 modules, the voice

messaging system module should be removed, the new modules should be installed, and the voice messaging system module should be replaced in the first available slot after the 206 and 400 modules. Reprogram the

VMS Hunt Group Extensions and Transfer Return Extensions (page 4-2). a. Press the locking tab on the bottom of the slot as you push in the

module. Align the dovetail guides on the sides of the module with the guides on any previously inserted modules.

b. Push slowly but firmly until the module locks into place with two snaps,

and is attached to the rear of the backplane and held in place by the locking tab. Do not force the module. If it does not insert easily, remove the module, clear any obstruction, and reinsert it.

Refer to Figure 2-2, then record the two extensions associated with the voice

3. messaging system module in the System Planner.

PARTNER Plus Control Unit or

PARTNER II Primary Carrier

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These Exts. To Hunt Group 7:

20,21

26,27 32,33

PARTNER II Expansion

Carrier Only

1 2

38,39

44,45

50,51

56,57

Figure 2-2. Voice Messaging System Extensions

Installation 2-3

(Reserved for

Future Use)

RS-232 Port (Factory Use Only)

Power Indicator (Green) LED

Mailbox Expansion

Card

Test (Yellow) LED

Status (Red) LED

Hard Disk Drive (Green) LED

Figure 2-3. Installing the Mailbox Expansion Card

To install the Mailbox Expansion Card, insert the card in the vertical slot on the lower front of the voice messaging system module (see Figure 2-3). Make sure the arrows on the Mailbox Expansion Card label face up and in, as indicated on the card’s label. Also make sure the card is pushed in all the way.

2-4 Installation

Turn the control unit’s power on. The green Power LED should light—if it does, skip to Step 6. If the green Power LED does not light, power down the control unit, reseat the voice messaging system module, then power up the control unit again. If the green Power LED still does not light, call the Helpline.

Next, the voice messaging system module performs self-diagnostic tests. The LEDs work as follows:

LED

Green Power Yellow Test Red Status

State

ON ON ON for approximately 2 seconds

After approximately 10 seconds when the tests are completed, the yellow Test LED goes off. When this occurs, check the red Status LED:

■

If the red Status LED is not lit, the module passed the tests. Continue with Step 8.

■

If the red Status LED is lit, power down the control unit, re-install the Mailbox Expansion Card if it was installed in Step 4, then power up the control unit again. If the red Status LED comes on again, call the Helpline.

After the module passes the self-diagnostic tests, the two extensions

8. associated with the voice messaging system module go off-hook. The two lines show red steady for about 1 minute. When the lines become idle, the voice messaging system is ready to receive calls.

Installation

2-5

Understanding Programming

Contents

Communications System Programming

■

Planning Forms

■

Using System Programming

The Programming Overlays

Programming Mode

Voice Messaging System Programming

■ Planning Forms

■

Using System Programming

The Programming Main Menu Accessing the Programming Main Menu Programming Guidelines

3-1 3-2

3-2 3-3 3-3

3-4 3-4

3-4 3-5 3-6 3-6

3-i

Understanding Programming

This chapter provides general programming information for the communications system and the voice messaging system. Both systems must be programmed so they can work together as an integrated unit.

Communications System Programming

When the communications system is installed, it uses factory settings that reflect the most common usage of the equipment. You can change these settings as

required to customize them for your business. You can program the communications system from extension 10 or 11. Since

an extension cannot be in programming mode and handle calls at the same time, and since extension 10 is programmed as the receptionist’s extension, you

may find it more convenient to program from extension 11 while the receptionist continues to handle calls from extension 10.

System Programming changes settings for the system as a whole, or for

individual lines or extensions. (Refer to the communication system’s

Programming and Use guide for more information on System Programming

options.)

Understanding Programming 3-1

Planning Forms

Refer to the communications system’s System Planner when you are changing system settings, and be sure to record any changes you make. The following forms from the System Planner contain information about the voice messaging system:

■

Form A: System Configuration. Records basic information about your business. It also identifies the line number and type of voice messaging service required for each line, and other settings required to program the systems.

■

Form B1: System Extensions. Records basic information for each system extension. This includes the type of phone or auxiliary equipment at the extension, and the name of the system user or a description of how

a specific extension is used.

■

Form B2: Customized Extension Settings. Records feature settings, such as Automatic VMS Cover and Automatic Extension Privacy, and

group assignments for each system extension.

■

Form C: Button Programming. Specifies which features are programmed on buttons for each system extension. This includes VMS

Cover, Voice Mailbox Transfer, and Voice Mail Messages buttons.

Using System Programming

System Programming requires a system display phone (MLS-34D, MLS-18D, or MLS-12D) at extension 10 or 11, with a programming overlay placed over the phone’s dialpad. System Programming procedures are identified by # and a 3-digit code (for example, the procedure used to program the System Date is #101).

You can program the system in one of two ways:

Direct Method. This method enables you to access a programming

■

procedure directly by dialing the code for that procedure. This method

works best when you are using only a few procedures during the programming session, and you know the codes. For example, press [

# ]

[ 1 ] [ 0 ] [ 1 ] to change the system date.

■

Cycle Method. This method enables you to cycle through a sequence of procedures in numerical order by pressing [

Prev Procedure ]. You should use this method when programming the

[

Next Procedure ] or

communications system for the first time, or when you are changing a series of related settings. However, procedures #399, #609, and #728 are skipped when you cycle through procedures

NOTE:

You can talk on the telephone while you program. This is useful if you need to talk to someone at the AT&T Helpline about programming. However, you must place the call before you enter programming mode, and you must use the handset to talk, not the speakerphone.

3-2 Understanding Programming

The Programming Overlays

During System Programming, the normal functions of several buttons on the display phone at extension 10 or 11 change. For example, left [ becomes [ To identify these buttons while programming, place the appropriate programming overlay provided with the system on the dialpad of the phone at extension 10 or 11.

Use the following special buttons while programming:

■

System Program ], which is the button used to enter programming mode.

[ Next Procedure ] and [ Prev Procedure ] cycle forward and backward through the programming procedures.

Next Item ] and [ Prev Item ] cycle forward and backward through a

[

procedure’s parameters. A parameter is typically an outside line, an

extension, or a telephone list entry.

Next Data ] and [ Prev Data ] cycle forward and backward through the valid

[ list entries. These buttons work only for fixed data, such as a line or extension number. They do not work for variable data such as date, time,

password, telephone numbers, or doorphone assignments.

Remove ] returns the current setting to the factory setting.

[

Enter ] ends an entry of variable length, such as a telephone number in an

[ Allowed Phone Number List.

System Program ] starts the System Programming process.

[ [ Central Tel Program ] starts the Centralized Telephone Programming process

(that is, customizing individual telephones centrally from extension 10 or

11).

Intercom ]

■

[

Feature

] when followed by [ 0 ] [ 0 ], enters or exits programming mode.

Programming Mode

To enter programming mode:

1. At extension 10 or 11, make sure the overlay is in place over the system phone’s dialpad.

2. Press [ Press [ System Program ] [ System Program ].

Enter specific programming procedure codes.

Feature

] [ 0 ] [ 0 ].

Understanding Programming

3-3

Voice Messaging System Programming

Before you program the voice messaging system, obtain completed copies of planning forms for the communications system and the voice messaging system. These forms provide the names, extensions, mailboxes and other information required to program the voice messaging system.

Planning Forms

You need the following forms from the Planning Guide for the voice messaging system:

■

Form 1: Mailbox Assignments. Shows factory set mailbox assignments for the voice messaging system with and without the Mailbox Expansion Card–20. Allows you to record your company’s mailbox assignments.

■

Form 2: Menu Definition. Shows factory set transfer options for Automated Attendant Service. Allows you to record the extension or group number for a selector code transfer and a description of that extension or group.

■

Form 3: Day Menu Prompt. Shows the script used to record the day menu prompt.

■

Form 4: Night Menu Prompt Shows the script used to record the night menu prompt.

■

Form 5: Line Ownership. Records the personal lines used for CO Line Coverage, the line’s associated telephone number, the owner (subscriber name) of the line, and the owner’s mailbox number.

Using System Programming

A special Iogin number is required to program the voice messaging system.

The following information applies to this Iogin:

■

The Iogin number is 99.

■

99 is not an extension number.

■

This Iogin does not have an associated mailbox.

■

This Iogin’s factory-set password is 1234. If you are the System Manager, refer to “Changing Your Password” in Chapter 5 to change the password before you begin to program the system.

To begin programming the voice messaging system, you make a call to the Voice Mail Service, enter the Iogin and password, and select option 9 (you are not prompted for this option). This takes you to the Programming Main Menu.

3-4 Understanding Programming

The Programming Main Menu

The Programming Main Menu (shown in Figure 3-1) allows you to change the Automated Attendant Service Menu, mailbox assignments, and line ownership assignments.

Call Voice Mail Service (Press

Enter Login (Press

Enter Password (Press

Programming

Main Menu

(Press

Automated

Attendant

(Press [ 3 ])

Figure 3-1. Programming Menus

Mailboxes (Press [ 4 ])

Select

)

Intercom 7 7 7 )

9 9 # )

1 2 3 4 # )

Line

Ownership

(Press [ 6 ])

Understanding Programming 3-5

Accessing the Programming Main Menu

To access the Programming Main Menu:

Press [

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button. The system plays:

Welcome to PARTNER MAIL VS. Please enter extension and pound sign. Otherwise, to access PARTNER Tutor, press star 4.

Press [ 9 ] [ 9 ] [ # ]. The system plays:

Enter password and pound sign.

Enter your password and press [ # ]. (The factory-set password is 1234.) The

3. system plays:

System Manager. PARTNER MAIL VS Release 1.

The system plays the available programming options. It does not play option 9 (the Programming Main Menu), which only you should access.

Press [

9 ] to access the Programming Main Menu. The system plays:

To program the Automated Attendant press 3, for mailboxes press 4, for line ownership press 6. If

finished, press star pound.

Programming Guidelines

Once you are familiar with the voice messaging system, use these shortcuts to save time while programming:

■

You do not have to wait for a prompt to play before entering digits for the next step.

■

Press [ Press [ Press [

✳

] [ # ] to return to the previous menu.

✳

] [ H ] to repeat the current menu options.

✳

] [ R ] at any point during programming to restart at the

Programming Main Menu.

■

Use the handset to record prompts and greetings to avoid background noise in your recordings.

■

To ensure that you hear voice prompts, turn off your microphone when programming the system using the speakerphone.

■

Hang up to exit programming.

3-6 Understanding Programming

Initial Programming

Contents

Overview Initial System Setup

■

VMS Hunt Group Extensions

■

Transfer Return Extensions

Voice Messaging System Programming

Automated Attendant Service

■

Programming the Menu Definition and Recording

the Day Menu Prompt

Recording the Night Menu Prompt

Voice Mail Service

■

Deleting a Mailbox Creating a Mailbox

■

Line Ownership

Assigning Line Ownership

Communications System Programming

■

Automated Attendant Service

Group Call Distribution VMS Hunt Delay VMS Hunt Schedule Night Service

■

Call Answer Service

CO Line Coverage Automatic VMS Cover

Telephone Button Programming

■

VMS Cover Do Not Disturb Voice Mailbox Transfer Voice Mail Messages

4-1 4-2

4-2 4-2

4-3 4-3

4-3 4-4 4-5 4-5 4-6 4-6 4-6

4-7 4-7

4-7 4-7 4-8 4-8 4-9 4-9 4-9 4-10 4-10 4-10 4-11 4-11

4-i

Contents

Verifying System Operation

Voice Mail Service

■

Automated Attendant Service

Day Menu (Night Service button is off) Night Menu (Night Service button is on)

■

Call Answer Service

Extension Coverage CO Line Coverage

Initial Programming Flowchart Programming Quick Reference

4-12

4-12 4-12 4-12 4-13 4-13 4-13 4-13

4-14

4-17

4-ii

Initial Programming

Overview

This chapter tells you how to program the voice messaging system and communications system for initial installations. It begins with two procedures that allow you to access and program the voice messaging system—you must perform these procedures first for every installation. The next section deals with voice messaging system programming and the last section covers communications system programming.

The procedures in this chapter are in this order to enable you to program the menu definition and record the day and/or night prompts before the voice messaging system begins to handle calls—this order is recommended for voice messaging systems that are being added to existing communications systems. If this is a new installation, however, you can program the communications system first, and then the voice messaging system if you prefer.

Additionally, you can either follow the step-by-step instructions or use the flowchart at the end of this chapter as a quick guide.

Initial Programming

4-1

Initial System Setup

For the following two procedures, you need to know the two extension numbers associated with the voice messaging system module (VMS extensions). Locate Form B1 of the System Planner for the communications system.

VMS Hunt Group Extensions

You must use this procedure to assign the two extensions associated with the voice messaging system module to Hunt Group 7. This Hunt Group, which is called the VMS Hunt Group, is used exclusively for the voice messaging system.

To assign the two VMS extensions specified on Form B1 to Hunt Group 7:

At extension 10 or 11, press [

1. [ 5 ] [ 0 ] [ 5 ]. At the

Group: Extension:

At the

prompt, press [ 7 ].

prompt, enter the first VMS–PMVS extension number

specified on Form B1.

Press [ Press [

Next Data ] until the display reads 1 Assigned.

Next Item

] or [

Prev Item

specified on Form B1 displays. Press [

Continue with “Transfer Return Extensions” below.

Next Data ] until the display reads 1 Assigned.

Transfer Return Extensions

For extensions that do not have voice mail coverage, this procedure ensures that unanswered calls transferred by the voice messaging system to an extension will return to the receptionist’s extension. (Note that transfer return calls do not receive voice mail coverage.)

To assign extension 10 as the transfer return extension for both VMS extensions specified on Form B1:

Press [ # ] [ 3 ] [ 0 ] [ 6 ].

Feature

] [ 0 ] [ 0 ] [

System Program

] [

System Program

] [ # ]

] until the second VMS–PMVS extension number

Enter the first VMS–PMVS extension number specified on Form B1.

Press [ 1 ] [ 0 ].

Press [ specified on Form B1 displays.

Press [ 1 ] [ 0 ].

5. Press [

6. Refer to the next section for information about programming the voice

7. messaging system.

4-2 Initial Programming

Next Item

Feature

] or [

Prev Item

] until the second VMS–PMVS extension number

] [ 0 ] [ 0 ] to exit programming.

Voice Messaging System Programming

Automated Attendant Service

Before you begin, locate Form 2, Form 3, and Form 4 of the Planning Guide for the voice messaging system. If Automated Attendant Service is not to be used, skip to “Voice Mail Service.” Otherwise, use the procedures in this section to program Automated Attendant Service menus.

Programming the Menu Definition and Recording the Day Menu Prompt

Use this procedure to program the Automated Attendant Service Menu Definition and to record the Day Menu Prompt.

To define the menu as specified on Form 2 and/or record the Day Menu Prompt specified on Form 3:

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [ 3 ] for Automated Attendant.

2. Press [ 1 ] for the day menu.

3. Press [ 6 ] to modify the day menu.

4. As indicated on Form 2, enter a Selector Code from 1 through 9 specified for

5. Selector Code Transfer.

Press [ 9 ] to confirm that you are modifying this Selector Code action.

6. Press [ 1 ] for Selector Code Transfer.

7. Enter the extension, hunt group, or calling group (PARTNER II system only)

8. number where the Automated Attendant Service transfers callers as specified on Form 2, Part C, followed by [ # ].

Repeat Steps 5 through 8 for each Selector Code specified for Selector Code

9. Transfer.

10.

Press [ ✳ ] [ # ] to approve the Menu Definition. At this point:

11.

■

If you do not want to record a Day Menu Prompt, press [ # ] and go to Step 15.

■ If you do want to record a Day Menu Prompt, lift the handset, press [ 1 ],

and record the Day Menu Prompt specified on Form 3.

Press [ 1 ] after recording.

12.

Initial Programming 4-3

13. Choose an option or skip this step:

■

Press [ 2 ] [ 1 ] to immediately re-record the Day Menu Prompt.

■

Press [ 2 ] [ 3 ] to play back the Day Menu Prompt.

■

Press [ ✳ ] [ D ] to delete the Day Menu Prompt and return to Step 11 to be prompted for re-recording.

14. Press [ ✳ ] [ # ] to approve the Day Menu Prompt.

✳

15. Press [

] [ R ] to return to the Programming Main Menu.

16. Continue with “Recording the Night Menu Prompt” or go to the next section “Voice Mail Service.”

Recording the Night Menu Prompt

Use this procedure to record the Night Menu Prompt for Automated Attendant

Service.

To record the Night Menu Prompt specified on Form 4:

Access the Programming Main Menu:

Press [

a. b.

Press [ 9 ] [ 9 ] [ # ]. Enter your password and press [ # ].

c. d.

Press [ 9 ].

Press [ 3 ] for Automated Attendant.

2. Press [

3. Press [

4. Lift the handset, press [ 1 ], and record the Night Menu Prompt specified on

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

] for the Night Menu Prompt.

] to modify the Night Menu Prompt.

Form 4. Press [ 1 ] after recording.

Choose an option or skip this step:

■

Press [ 2 ] [ 1 ] to immediately re-record the Night Menu Prompt.

■

Press [ 2 ] [ 3 ] to play back the Night Menu Prompt.

■

Press [ ✳ ] [ D ] to delete the Night Menu Prompt and return to Step 5 to be prompted for re-recording.

Press [ ✳ ] [ # ] to approve the Night Menu Prompt.

✳

Press [

] [ R ] to return to the Programming Main Menu.

Continue with the next section, “Voice Mail Service.”

10.

4-4 Initial Programming

Voice Mail Service

Before you begin, locate Form 1 of the Planning Guide for the voice messaging system. Check the form to determine if mailboxes are numbered differently than

the factory defaults. If they are not, skip to “Line Ownership” on the next page.

If they are, first delete all mailboxes from extensions that do not require coverage, then create mailboxes for all extensions that do.

NOTE:

The receptionist’s mailbox (at extension 10) cannot be deleted.

Deleting a Mailbox

To delete mailboxes as specified on Form 1:

Access the Programming Main Menu:

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

Press [ 4 ] for mailboxes.

2. Enter the first mailbox number to be deleted as indicated on Form 1, followed

3. by [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [ ✳ ] [ D ] to delete the mailbox

Press [

5. Repeat Steps 3 through 5 for each mailbox to be deleted.

6. Press [ ✳ ] [ R ] to return to the Programming Main Menu.

7. Continue with “Creating a Mailbox” or go to the next section “Line Ownership.”

] to confirm mailbox deletion.

Initial Programming

4-5

Creating a Mailbox

To create mailboxes as specified on Form 1:

Access the Programming Main Menu: a.

Press [

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. c.

Enter your password and press [ # ].

Press [ 4 ] for mailboxes.

2. Enter the number of the first mailbox you want to create as indicated on

Press [

] [ 9 ] [ # ].

Form 1, followed by [ # ].

Press [

4. Repeat Steps 3 and 4 for each mailbox to be created.

5. Press [ ✳ ] [ R ] to return to the Programming Main Menu.

6. Continue with the next section, “Line Ownership.”

] to create this mailbox.

Line Ownership

Before you begin, locate Form 5 of the Planning Guide for the voice messaging system. If line owners are not assigned to any lines, skip to “Communications System Programming.” If they are, use this section to assign ownership.

Assigning Line Ownership

To assign an owner to an outside line as specified on Form 5:

Access the Programming Main Menu:

1. a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

c. d.

Press [

Press [ 6 ] for line ownership.

2. Press [

3. Enter a line number as specified on Form 5, item A, followed by [ # ].

4. Enter the line owner’s mailbox number as specified on Form 5, item D,

5. followed by [ # ].

Repeat Steps 4 and 5 for each covered line.

6. Hang up to exit voice messaging system programming.

7. Refer to the next section to program the communications system.

4-6 Initial Programming

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

] to assign line ownership.

Communications System Programming

Automated Attendant Service

Before you begin, locate Form A, Form B1, and Form C of the System Planner for the communications system.

Refer to Form A, item 7, Line Coverage, to see if any lines are designated “VMS–AA.” If so, use this section to program Automated Attendant Service; otherwise, skip to “Call Answer Service.”

Group Call Distribution

Use this procedure to specify the outside lines on which Automated Attendant Service is required.

To assign “VMS-AA” lines specified on Form A, item 7, Line Coverage, to Hunt Group 7:

Press [

Feature

] [ 0 ] [ 0 ] [

System Program

] [

System Program

] [ # ] [ 2 ] [ 0 ] [ 6 ].

At the

At the Line: prompt, enter the first “VMS-AA” line specified in the Line

3. Coverage column of Form A, item 7.

Press [

To program another line, press [ Next Item ] or [ Prev Item ] until the appropriate line

number displays. Then press [

Continue with “VMS Hunt Delay” below.

VMS Hunt Delay

Use this procedure to specify when Automated Attendant Service is to handle calls.

To change the VMS Hunt Delay setting from Immediate to Delayed as specified on Form A, item 9:

Press [

Press [ Next Data ] until the appropriate value displays.

Continue with “VMS Hunt Schedule” on the next page.

NOTE:

If VMS Hunt Delay is set to Immediate, you may want to set the communications system’s Automatic Extension Privacy (#304) feature to Assigned for the VMS extensions specified on Form B1. This prevents users from accidentally picking up calls sent to the voice messaging system.

Group:

Next Data

] [ 5 ] [ 0 ] [ 6 ].

] until the display reads

prompt, press [ 7 ].

1 Assigned.

Next Data ] until 1 Assigned is displayed.

Initial Programming

4-7

VMS Hunt Schedule

Use this procedure to specify when the communications system is to route calls to the voice messaging system.

To change the VMS Hunt Schedule setting from Always to Day Only or Night Only as specified on Form A, item 9:

Press [ # ] [ 5 ] [ 0 ] [ 7 ].

1. Press [ Next Data ] until the appropriate value displays.

2. Continue with “Night Service Button” below.

Night Service

Use this procedure to program a Night Service button. To program Night Service on a button with lights at extension 10 as specified on

Form C:

Press [ # ] [ 5 ] [ 0 ] [ 3 ].

1. At this point:

2. If you want to assign Night Service to the first available button on the

system phone, press [

Night Service 1 Assigned—Ext10

Next Data ] until the display reads:

If you want to assign Night Service to a specific button, press [ 3 ]. The display reads:

Night Service 3 Select Button

Press the desired programmable button with lights to assign Night Service to that button.

Label the Night Service button at extension 10.

Continue with the next section, “Call Answer Service.”

4-8 Initial Programming

Call Answer Service

Before you begin, locate Form A and Form B2 of the System Planner for the

Communications System. Refer to Form A, item 7, Line Coverage, to see if any

lines are designated “VMS–MAlL.” If so, use this section to program Call

Answer Service. If not, skip to “Telephone Button Programming.”

CO Line Coverage

To assign “VMS-MAIL” lines specified on Form A, item 7, Line Coverage, to Hunt

Group 7:

Press [ # ] [ 2 ] [ 0 ] [ 6 ].

1. At the

Group:

At the Line: prompt, enter the first “VMS-MAIL” line specified in the Line Coverage column of Form A, item 7.

Press [ Next Data ] until the display reads 3 VMS Line Cover.

To program another line, press [ Next Item ] or [ Prev Item ] until the appropriate line

5. number displays. Then press [ displays.

Continue with “Automatic VMS Cover” below.

Automatic VMS Cover

prompt, press [ 7 ].

Next Data ] until 3 VMS Line Cover

Use this procedure to assign automatic voice mail coverage to the appropriate extensions.

To change the Automatic VMS Cover setting for an extension to Assigned as indicated on Form B2:

Press [

1. Enter the number of the first extension to which Automatic VMS Cover is to be

] [ 3 ] [ 1 ] [ 0 ].

Assigned.

Press [

To program another extension, press [ Next Item ] or [ Prev Item ] until the extension

Next Data

] until

1 Assigned

shows on the display.

number shows on the display. Then repeat Step 3. Press [

5. Continue with the next section, “Telephone Button Programming.”

Feature

] [ 0 ] [ 0 ] to exit programming mode.

Initial Programming

4-9

Telephone Button Programming

Before you begin, locate Form C of the System Planner for the communications system.

Use this section to program buttons on subscribers’ phones, including the receptionist’s phone. This section uses Centralized Telephone Programming.

When you are finished programming, be sure to label all buttons on subscribers’

phones.

VMS Cover

This button gives subscribers the ability to turn voice mail coverage on and off. To program a VMS Cover button as specified on Form C:

Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Enter the number of an extension to be programmed as specified on Form C. Press a programmable button with lights.

Press [ At this point, do one of the following:

■

Feature

] [ 1 ] [ 5 ].

Go to Step 3 of the next procedure to program another button for this extension.

Press [ Central Tel Program ] and go to Step 2 of a button programming

procedure in this section to program a button for a different extension.

■

Do Not Disturb

Used in conjunction with either automatic or manual extension coverage, this button lets subscribers send callers immediately to their voice mailbox (instead

of ringing the extension four times first). To program a Do Not Disturb (DND) button as specified on Form C:

Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Enter the number of an extension to be programmed as specified on Form C. Press a programmable button with lights.

Press [ At this point, do one of the following:

■

Press [

Feature

] [ 0 ] [ 0 ] to exit.

] [ 0 ] [ 1 ].

Go to Step 3 of the next procedure to program another button for this extension.

Press [ Central Tel Program ] and go to Step 2 of a button programming procedure in this section to program a button for a different extension.

Press [

Feature

] [ 0 ] [ 0 ] to exit.

4-10 Initial Programming

Voice Mailbox Transfer

This button lets any system user transfer calls directly to a subscriber’s mailbox, without ringing the extension first.

To program a Voice Mailbox Transfer (VMBox) button as specified on Form C:

Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Enter the number of an extension to be programmed as specified on Form C.

Press a programmable button.

Press [ At this point, do one of the following:

■

Feature

] [ 1 ] [ 4 ].

Go to Step 3 of the next procedure to program another button for this extension.

Press [ Central Tel Program ] and go to Step 2 of a button programming

■

procedure in this section to program a button for a different extension.

■

Press [

Feature

Voice Mail Messages

This intercom Auto Dial button allows subscribers to access the voice messaging system with the touch of one button.

To program a Voice Mail Messages (VMMsgs) button as specified on Form C:

] [ 0 ] [ 0 ] to exit.

Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Dial the number of an extension to be programmed as specified on Form C. Press a programmable button.

Press left [

At this point, do one of the following:

5. Press [ Central Tel Program ] and go to Step 2 of a button programming

■

Intercom

] [ 7 ] [ 7 ] [ 7 ].

procedure in this section to program a button for a different extension.

■

Press [

Feature

] [ 0 ] [ 0 ] to exit.

Initial Programming 4-11

Verifying System Operation

Once you have completed programming for the voice messaging system and the communications system, you should perform the acceptance tests discussed below to verify system operation.

You should perform these tests from extension 11 to keep extension 10 free for the receptionist to handle calls.

Voice Mail Service

Make a call to the VMS Hunt Group by pressing [ programmed button. You should hear the Voice Mail Service greeting:

Welcome to PARTNER MAIL VS. Please enter extension and

pound sign. Otherwise, to access PARTNER Tutor, press

star 4.

Automated Attendant Service

If the VMS Hunt Schedule is set for Day Only or Always, ensure that the Night Service button at extension 10 is off to test the day menu. If the VMS Hunt Schedule is set for Night Only or Always, ensure that the Night Service button is on to test the night menu.

Day Menu (Night Service button is off)

Call in on a line answered by the Automated Attendant Service.

If the system is set for:

■

Immediate, Automated Attendant Service should answer the call on the second ring.

■

Delayed, Automated Attendant Service should answer the call on the fourth ring.

Listen for the Day Menu Prompt.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a

After the prompt, choose an option from the day menu.

Make sure your call is transferred to the appropriate extension or group.

5. Repeat Steps 1 through 5 for each option on the day menu.

Repeat Steps 1 through 3 for each line that has Automated Attendant Service coverage.

4-12 Initial Programming

Night Menu (Night Service button is on)

Turn Night Service on at extension 10.

Call in on a line answered by the Automated Attendant Service. If the system is set for:

■

Immediate, Automated Attendant Service should answer the call on the

second ring.

■

Delayed, Automated Attendant Service should answer the call on the fourth ring.

Listen for the Night Menu Prompt. After the prompt, choose an option from the night menu.

5. Make sure your call is transferred to the appropriate extension or group.

6. Repeat Steps 2 through 6 for each option on the night menu.

Repeat Steps 2 through 4 for each line that has Automated Attendant Service

coverage only if you did not test these lines in the previous procedure.

Call Answer Service

Extension Coverage

Press the Do Not Disturb button at the appropriate destination extensions to quickly route your test calls to Call Answer Service.

For extensions that do not have Automatic VMS Cover, turn on coverage by

2. pressing the VMS Cover button at those extensions.

Call the first extension that has voice mail coverage (either automatic or

manual).

If Do Not Disturb is on at the extension, Call Answer Service should answer the call immediately and you should hear the default personal greeting for that mailbox. (If Do Not Disturb is not on, the call rings three times at the extension before Call Answer Service answers it.)

Repeat this procedure for every extension that has voice mail coverage.

CO Line Coverage

Call in on the first line that is programmed for VMS Line Cover.

Call Answer Service should answer the call on the fifth ring and the factory-set greeting should prompt you to leave a message in that mailbox.

Repeat this procedure for every line that has VMS Line Cover.

Initial Programming

4-13

Initial Programming Flowchart

START

Refer to SP Form B1 to identify the VMS extensions for the PARTNER MAIL VS system.

Use Hunt Group Extensions (#505) to assign both VMS extensions to Hunt Group 7.

Use Transfer Return Extension (#306) to specify extension 10 as the transfer return extension for each of the VMS extensions.

Go To A

Key:

●

SP – Refers to the System Planner

forms for the Communications System.

●

PG – Refers to the Planning Guide

forms for the Voice Messaging System.

●

C# – Refers to a quick reference

programming procedure for the Communications System (p. 4-18).

●

V# – Refers to a quick reference

programming procedure for the Voice Messaging System (p. 4-17).

Refer to SP Form A, Item 7, Line Coverage to see if VMS-AA is specified for any lines.

Go To C

Refer to SP Form A, Item 9 to check VMS Hunt Delay and VMS Hunt Schedule settings for the PARTNER MAIL VS system.

If Immediate and Always are checked, this site uses immediate call handling all the time (day and night).

If Delayed and Always are checked, this site uses delayed call handling all the time (day and night).

If Immediate and Day Only are checked, this site uses immediate call handling only during the day.

If Delayed and Day Only are checked, this site uses delayed call handling only during the day.

If Immediate and Night Only are checked, this site uses immediate call handling only at night.

If Delayed and Night Only are checked, this site uses delayed call handling only at night.

Use Group Call Distribution (#206)

Yes

to assign VMS-AA lines to Hunt

Group 7.

●

Yes

Leave VMS Hunt Delay (#506) at factory setting (Immediate)

●

Leave VMS Hunt Schedule (#507) at factory setting (Always)

●

Program a Night Service Button (#503) at extension 10

Yes●Set VMS Hunt Delay (#506)

to Delayed

●

Leave VMS Hunt Schedule (#507) at factory setting (Always)

●

Program a Night Service Button (#503) at extension 10

●

Yes

Leave VMS Hunt Delay (#506) at factory setting (Immediate)

●

Set VMS Hunt Schedule (#507) to Day Only

●

Program a Night Service Button (#503) at extension 10

●

Yes

Set VMS Hunt Delay (#506) to Delayed

●

Set VMS Hunt Schedule (#507) to Day Only

●

Program a Night Service Button (#503) at extension 10

●

Yes

Leave VMS Hunt Delay (#506) at factory setting (Immediate)

●

Set VMS Hunt Schedule (#507) to Night Only

●

Program a Night Service Button (#503) at extension 10

●

Yes

Set VMS Hunt Delay (#506) to Delayed

●

Set VMS Hunt Schedule (#507) to Night Only

●

Program a Night Service Button (#503) at extension 10

C4 C5

C5 C7

Go To B

4-14

Initial Programming

Program the menu definition and day menu prompt.

Refer to PG Form 2, column C to determine if selector code transfer is used.

Refer to PG Form 3 to determine if

a day menu prompt is used. specified on Form 3.

Refer to PG Form 4 to determine if a night menu prompt is used. specified on Form 4.

Refer to PARTNER Plus or PARTNER II Programming and Use guide for instructions on setting up Music On Hold.

Program the appropriate extension

Yes

or group numbers for selector code transfer as specified on Form 2, column C.

Yes

Record the day menu prompt as

Yes

Record the night menu prompt as

Refer to PG Form 1 to identify default mailboxes:

●

If a Mailbox Expansion Card is not installed, you have default mailboxes for extensions 10-19

●

If a Mailbox Expansion Card is installed, you have default mailboxes for extensions 10-29

●

If there are extensions that do not require mailboxes, use Delete Mailboxes to remove the mailboxes from those extensions

●

If other extensions require mailboxes, use Create Mailboxes to assign available mailboxes: PARTNER Plus: extensions 11-33 PARTNER II: extensions 11-57

Go To D

Go To C

Initial Programming

4-15

Refer to SP Form A, Item 7, Line Coverage to see if VMS-MAIL is to program the personal lines specified for any personal lines. as VMS Line Cover for Hunt

Refer to SP Form B2 to determine if Auto VMS Cover (#310) is assigned for any extensions.

Refer to SP Form C to determine if a VMS Cover button is specified for any extensions.

Use Group Call Distribution (#206)

Yes

Group 7.

Refer to PG Form 5, Items A and D to assign Line Ownership to specified lines.

Yes

Assign Automatic VMS Cover (#310) to those extensions.

Program a Do Not Disturb button on the system phone at each of those extensions.

Program a VMS Cover button

Yes

on the system phone at those extensions.

Program a Do Not Disturb button

on the system phone at each of

those extensions.

V10

Refer to SP Form C to determine if a Voice Mailbox Transfer button is specified for any extensions.

Program a Voice Mail Messages button on all subscribers’ system

phones for one-touch access to

the voice messaging system.

Test the system (p. 4-12).

C11

Yes

Program a Voice Mailbox Transfer button on the system phone at those extensions.

C10

4-16

Initial Programming

PARTNER MAIL VS™ System Programming Quick Reference

To Program the PARTNER MAIL VS System

TO START PROGRAMMING

PRESS [

Intercom

] [ 7 ] [ 7 ] [ 7 ] PRESS [ 9 ] [ 9 ] and [ # ] ENTER your password (1 2 3 4) and [

]

PRESS [ 9 ] to access the Programming

Main Menu

Automated Attendant

REFER to Forms 2, 3, and 4 PRESS [ 3 ] to program Automated

TO MODIFY THE MENU DEFINITION AND DAY MENU PROMPT

PRESS [ 1 ] for the day menu PRESS [ ENTER a selector code [ PRESS [ PRESS [ 1 ] for selector code transfer ENTER an extension, Hunt Group, or

To program another selector code for PRESS [ ★ ] [ # ] to approve

PRESS [

PRESS [ 1 ] after recording PRESS [ ★ ] [ # ] to approve

Attendant Service

] to modify

] through [ 9 ]

] to modify

Calling Group number and [

]

selector code transfer, repeat

] to record the day menu

prompt or [

] to use the existing

prompt

TO MODIFY THE NIGHT MENU PROMPT

PRESS [ 2 ] for the night menu

PRESS [

PRESS [ PRESS [ 1 ] after recording

PRESS [ ★ ] [ # ] to approve

TO CHANGE SELECTOR CODE TRANSFER TO DIRECT EXTENSION TRANSFER

PRESS [ 1 ] for the day menu PRESS [ ENTER a selector code [ PRESS [ PRESS [ To program another selector code

PRESS [ ★ ] [ # ] to approve PRESS [ 1 ] to record day menu prompt PRESS [ 1 ] after recording

PRESS [ ★ ] [ # ] to approve

] to modify

] to record the night menu

prompt

] to modify

] through [ 9 ]

] to modify

] for direct extension transfer

for direct extension transfer,

repeat

TO REPLAY A MENU

PRESS [ ★ ] [ H ]

TO RETURN TO A PREVIOUS MENU

PRESS [ ★ ] [ # ]

Mailboxes

REFER to Form 1

PRESS [

] to program Mailboxes

TO PLAY A MAILBOX’S STATUS

ENTER a mailbox number and [ # ] or

press [ # ] for the first mailbox

PRESS [ # ] to play the next existing

mailbox’s status

TO DELETE A MAILBOX

ENTER a mailbox number and [ # ] PRESS [ # ] [ D ] to delete the mailbox PRESS [

] to confirm deletion

TO CREATE A MAILBOX

ENTER the new mailbox number and

[ # ]

PRESS [ 4 ] to create the new

mailbox

TO RE-INITIALIZE A PASSWORD

ENTER a mailbox number and [ # ] PRESS [ 3 ] to reset the password

to 1 2 3 4

TO RE-INITIALIZE A MAILBOX

ENTER the mailbox number and [ # ] PRESS [

PRESS [

] to re-initialize the mailbox

] to confirm re-initialization

TASK

Delete Help

Restart Transfer Exit

LETTER KEY

[ ★ ] [ D ] [ ★ ] [ 3 ] [ ★ ] [ H ] [ ★ ] [ R ] [ ★ ] [ T ]

[ ★ ] [ ★ ] [ X ]

TO RETURN TO THE PROGRAMMING MAIN MENU

PRESS [ ★ ] [ R ]

TO EXIT PROGRAMMING

PRESS [ ★ ] [ ★ ] [ X ]

Line Ownership

REFER to Form 5 PRESS [ 6 ] to program Line Ownership

TO SCAN LINE OWNERSHIP

PRESS [ 2 ] to scan ENTER CO line number and [ # ] or

press [ # ] to scan the first CO line number which has an

owner

LISTEN to CO line owner’s name and

mailbox number

PRESS [ # ] to scan the next CO

line

TO ASSIGN LINE OWNERSHIP

PRESS [ 4 ] to assign ENTER CO line number and [ # ] ENTER mailbox number and [

]

V10

TO MODIFY LINE OWNERSHIP

PRESS [ 6 ] to modify ENTER CO line number and [ # ] ENTER new owner’s mailbox number

and [ # ]

V11

TO DELETE LINE OWNERSHIP

PRESS [ ★ ] [ D ] to delete ENTER CO line number and [ # ] PRESS [ 9 ] to confirm deletion

V12

NUMERICAL KEY

[ ★ ] [ 4 ] [ ★ ] [ 7 ] [ ★ ] [ 8 ]

[ ★ ] [ ★ ] [ 9 ]

4-17

Initial Programming

PARTNER MAIL VS™ System Programming Quick Reference

To Program the Communications System for PARTNER MAIL VS AT EXTENSION 10 OR 11

Place the Programming Overlay on the dial pad of the system display phone at extension 10 or 11

TO START SYSTEM PROGRAMMING

PRESS [ PRESS [ PRESS [

Feature

] [ 0 ] [ 0 ]

System Program

]

TO END SYSTEM PROGRAMMING

PRESS [

Feature

] [ 0 ] [ 0 ]

HUNT GROUP EXTENSIONS

DIAL #505 PRESS [ 7 ] for the VMS Hunt Group

DIAL DIAL

PRESS [

the extension number

= Assigned to group

= Not assigned to group

Next Item

] to program the

next extension

✔

TRANSFER RETURN EXTENSION

DIAL #306

DIAL

the extension number 10 (the receptionist’s extension)

PRESS [

Next Item

] to program the

next extension

TO USE A SPECIFIC PROCEDURE

DIAL [ # ] and three-digit procedure code Example: [ # ] [ 1 ] [ 0 ] [ 1 ] for System Date

TO CYCLE THROUGH SYSTEM

PROGRAMMING PROCEDURES

PRESS [

Next Procedure

] or [

Prev Procedure

]

GROUP CALL DISTRIBUTION

DIAL #206 PRESS [ 7 ] for the VMS Hunt Group

DIAL DIAL

PRESS [

a line number

= Assigned

= Not Assigned

= VMS Line Cover

Next Item

✔

] to program another

line

VMS HUNT DELAY

DIAL #506 DIAL

= Immediate

= Delayed

✔

VMS HUNT SCHEDULE

DIAL #507 DIAL

= Always

✔

2 = Day Only 3

= Night Only

TO CYCLE THROUGH AVAILABLE SETTINGS

PRESS [

Next Data

] or [

Prev Data

]

TO RETURN TO FACTORY SETTING

PRESS [

Remove

]

AUTOMATIC VMS COVER

DIAL #310 DIAL

DIAL

PRESS [

an extension number

= Assigned

= Not Assigned

Next Item

] to program another

✔

extension

NIGHT SERVICE BUTTON

DIAL #503 DIAL

= Assigned

= Not Assigned

= Select button then press a

✔

programmable button (to assign Night Service to that button)

If you use option 3 after a Night Service button has been assigned, the Night Service button moves from the old button to the new button you select.

4-18

Centralized Telephone Programming Quick Reference

Place the Programming Overlay on the dial pad of the system display phone at extension 10 or 11

TO START CENTRALIZED TELEPHONE PROGRAMMING

PRESS [ PRESS [ PRESS [ DIAL

Feature

] [ 0 ] [ 0 ]

System Program

Central Tel Program

] [

System Program

]

the extension number to be programmed

Buttons on which lines are assigned for the extension light up to show the current Line Ringing setting; remaining buttons can be programmed with Auto Dial numbers or features

VMS COVER

PRESS a programmable button with

lights

PRESS [

Feature

] [ 1 ] [ 5 ]

DO NOT DISTURB

PRESS a programmable button with

lights

PRESS [

Feature

] [ 0 ] [ 1 ]

Initial Programming

TO PROGRAM ANOTHER FEATURE AT THE SAME EXTENSION

After you program one feature, continue with the instructions in the

]

box for the next feature

TO CHANGE SETTING FOR ANOTHER EXTENSION

PRESS [

Central Tel Program

]

DIAL the new extension’s number

VOICE MAILBOX TRANSFER

PRESS a programmable button PRESS [

Feature

] [ 1 ] [ 4 ]

C10

TO ERASE A FEATURE OR AUTO DIAL BUTTON

PRESS the programmed button PRESS [

Mic

]

TO END CENTRALIZED TELEPHONE PROGRAMMING

PRESS [

Feature

] [ 0 ] [ 0 ]

VOICE MAIL MESSAGES

AUTO DIAL BUTTON

PRESS a programmable button PRESS left [

DIAL

✔

= Factory Setting

Intercom

[ 7 ] [ 7 ] [ 7 ]

]

= Button with Lights Required

C11

System Management

Contents

General Information

■

Changing Your Password

■

Training Co-Workers

Using the Tutor Service Receptionist’s Responsibilities

Automated Attendant Service

■

Menu Definition and Prompt

Other Options

■

Playing the Menu Definition

■

Playing the Day or Night Menu Prompt

■

Modifying the Menu Definition and Day Menu Prompt Modifying the Night Menu Prompt

■

Group Call Distribution

■

VMS Hunt Delay VMS Hunt Schedule

■

Modifying Mailboxes

Hardware Considerations

■

Guest Mailboxes

■ Checking a Mailbox’s Status

■

Deleting a Mailbox

■ Creating a Mailbox

■

Re-initializing a Password

■ Re-initializing a Mailbox

■

Automatic VMS Cover

CO Line Coverage

■

Scanning Line Ownership

■

Assigning Line Ownership

■

Modifying Line Ownership

■ Deleting Line Ownership

■

Group Call Distribution

5-2 5-2

5-2 5-2 5-3

5-5 5-6

5-7 5-7 5-8 5-9 5-10 5-11 5-12 5-12

5-13 5-14 5-15

5-16 5-17 5-18 5-19 5-19 5-20

5-21 5-22

5-23 5-24 5-25 5-26

5-i

Contents

Telephone Button Programming

■

VMS Cover

■

Do Not Disturb

■

Voice Mailbox Transfer

■

Voice Mail Messages

5-26 5-27

5-27 5-28 5-28

5-ii

System Management

This chapter provides the programming procedures you can use to make changes to the voice messaging system to reflect changes in your company. Most changes you make will occur because of personnel changes. The following list identifies areas of system programming that you are likely to

change as you manage the system on an on-going basis:

■

Automated Attendant Service. Allows you to change the prompt that

outside callers hear when the Automated Attendant answers calls and to redefine menu options for transferring outside callers to specific destinations. Also allows you to specify new lines for Automated

Attendant Service coverage, if you add new lines to your system.

■

Mailbox Assignments. Allows you to delete and create mailboxes and to

reset mailboxes and subscriber’s passwords to factory settings.

■

CO Line Coverage. Allows you to modify, delete, and assign line ownership and to specify lines for this type of coverage.

■

Telephone Button Programming. Allows you to program buttons on

subscriber’s system phones for convenient use of voice messaging system features.

If you are a new System Manager, you should review the following section for general information that you need to know in your new role. You should use the rest of this chapter on an as-needed basis. Also, if you have not done so already, you should read Chapter 1 for a description of the voice messaging system’s features and services and Chapter 3 for an overview of voice messaging system and communications system programming.

System Management

5-1

General Information

This section tells you how to change your password. It also provides information that you should share with all system users and other information that is specifically for the receptionist at extension 10.

Changing Your Password

The factory setting for login 99’s (the System Manager’s) password is 1234. You

should change the default password immediately after installation or any time

the password has been reset to prevent unauthorized programming of the system. You can assign up to four digits for a password. As a safeguard against toll fraud, it is recommended that you create a password from random, non-sequential digits.

If you change the password and forget it, you must contact the AT&T Helpline at 1 800 628-2888 or an AT&T Authorized Dealer for instructions on how to reset

the password.

To change the password for login 99:

Press [

Press [ 9 ] [ 9 ] [ # ].

2. Enter the existing password (for example 1234) and press [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [

The prompt asks you to enter your new password.

Enter up to four digits for the new password and press [

The prompt asks you to re-enter your new password.

Enter your new password again followed by [ # ].

The new password is now active.

Hang up to quit.

] to change the password.

Training Co-Workers Using the Tutor Service

The Tutor Service is an “on-line help” feature that allows all system users (not just voice messaging system subscribers) to easily access and listen to information on commonly-used communications system features. You should let system users know about this service and recommend that users stick the Tutor Service label (provided with the voice messaging system hardware) into the depression for the handset mouthpiece on the base of their system phone.

# ].

5-2 System Management

To access the Tutor Service menu, users simply call the voice messaging

system by dialing [

Intercom

] [ 7 ] [ 7 ] [ 7 ] and enter [ ✳ ] [ 4 ] after they hear the

Please enter extension prompt. Voice prompts request the user to enter

topic and subtopic numbers. The available topics are:

1 Autodial Features 3 Fixed Features

1 Last Number Redial 2 Save Number Redial 3 Personal Speed Dial 4 Intercom Auto Dial 5 Outside Auto Dial

2 Internal Calls

1 Hands Free Answer on Intercom 2 Voice Interrupt On Busy 3 Group Page

Information about each subtopic is presented in short, easy to understand segments. After a segment plays, you hear one beep or two beeps:

■

One beep means that there is more information about the subtopic. You can press [ ✳ ] [ 4 ] to replay the previous segment or [ # ] to play the next segment.

■

Two beeps indicate the end of the information about the subtopic. You can press [ ✳ ] [ 4 ] to replay the previous segment or [ # ] to return to the Tutor Main Menu.

Receptionist's Responsibilites

1 Transfer 2 Conference

4 About Your Phone

1 Buttons and Lights 2 Display 3 Speakerphone 4 Volume 5

Ring Patterns

After the voice messaging system is installed, the receptionist at extension 10

should be aware of certain interactions between the voice messaging system and the receptionist’s extension. Use the following list as a guide when you explain these interactions to the receptionist:

■

The receptionist’s extension is factory set as extension 10 and cannot be changed. The mailbox for this extension can handle up to 30 minutes of stored messages (or 120 messages).

■

When the Automated Attendant Service answers outside calls, the receptionist will receive calls from any caller who presses [

0 ] or stays on

the line after hearing the menu prompt. “VMS” shows on the display of the receptionist’s phone to identify calls transferred by the voice messaging system.

■

The personal greeting recorded at the receptionist’s mailbox should be more general than personal, since this mailbox is the destination for business calls when the receptionist is not available.

System Management

5-3

■

If the receptionist requests a personal mailbox, you can create a guest mailbox for that purpose. See “Guest Mailboxes” later in this chapter for instructions. Once the guest mailbox is created, the receptionist should tell people who might call to dial the extension number of the guest mailbox to leave personal messages when they call and hear the Automated Attendant Service prompt.

Additionally, the receptionist can record a note on the personal greeting at extension 10 to notify callers of the guest mailbox. For example, the personal greeting for extension 10 can also say “If you would like to leave a personal message for Ms. Smith, dial [

3 ],” 33 in this example represents the two-digit extension number of

[

✳ ] [ T ] [ 3 ]

the guest mailbox. Remind the receptionist to log in to the guest mailbox regularly to check for messages, since the guest mailbox does not have an associated phone with a message waiting light.

■

If Automatic VMS Cover is not assigned to extension 10, you should program a VMS Cover button and a Do Not Disturb button on the system phone at extension 10. Then instruct the receptionist to press both the VMS Cover and Do Not Disturb buttons (to turn the features on) whenever the receptionist leaves the desk or leaves for the day. This ensures that any calls routed to extension 10 when the receptionist is away are immediately covered by the voice messaging system. If the receptionist has Automatic VMS Cover, program only the Do Not Disturb button at the extension.

■

If selector code 9 on the Automated Attendant Service menu is left at the factory setting (which is highly recommended), callers can be routed directly to the receptionist’s mailbox to leave a message. If this is the case, let the receptionist know that he or she should review the messages each morning and distribute them to the appropriate personnel.

Group Calling Tips

It is important to note that voice mail coverage is not provided for group calls. If your system is set up for group transfer, be sure that the receptionist is aware of the following items:

■

If the Automated Attendant Service transfers a call to a Hunt Group or Calling Group, and all members in the group are busy (members are either on the phone or have Do Not Disturb on), the call is transferred to the receptionist’s extension. When callers transfer to a busy group, they hear Music On Hold (if it is available) until the receptionist answers.

■

If the Automated Attendant Service transfers a call to a Calling Group and the call is not answered, the call is transferred to the receptionist’s extension after the programmed number of transfer return rings.

■

If the Automated Attendant Service transfers a call to a Hunt Group that has only one available member and that member does not answer the call, the call is transferred to the receptionist’s extension after the programmed number of transfer return rings.

NOTES:

Calling Group transfer applies only to PARTNER

5-4 System Management

systems.

Automated Attendant Service

Automated Attendant service (see Figure 5-1) can provide both day and night

operation so callers can hear an appropriate prompt when they call your company. The voice messaging system switches to day or night operation depending on the setting of the Night Service button at extension 10—the receptionist’s extension. You customize the day and/or night menu to welcome

the caller and offer the caller a list of options for transferring to a system extension or group.

Programming

Main Menu

(Press 9 )

Automated

Attendant (Press 3 )

Night Menu

(Press [ 2 ])

Play Night

Prompt

(Press [ 2 ][ 1 ])

Modify Night

Prompt

(Press [ 6 ])

Play Day

Prompt

(Press [ 2 ][ 1 ])

Day Menu

(Press [ 1 ])

Play Menu

Definition

(Press [ 2 ][ 2 ])

Modify Menu

Definition and/or

Day Prompt

(Press [ 6 ])

Figure 5-1. Automated Attendant Service Menu

If you need to change current programming for the Automated Attendant Service, you can use the instructions presented in this section. For example:

■

If you want to change the transfer options available for outside callers, use “Modifying the Menu Definition and Day Menu Prompt” and “Modifying the Night Menu Prompt” to update the options and the message(s) callers hear.

■

If you add a line to the system that requires Automated Attendant Service, use “Group Call Distribution” to include the new line.

■

If you want to change the way Automated Attendant Service handles calls, use “VMS Hunt Delay” and/or “VMS Hunt Schedule.”

System Management 5-5

Menu Definition and Prompt

When the Automated Attendant Service answers a call, the caller hears a menu prompt that requests the caller to press one or more buttons on the dialpad to

transfer to a specific extension or group of extensions. After the caller presses the button(s), the system transfers the call to the appropriate extension or group, and the caller hears Music On Hold if it is available. Menu definition lets you specify the extensions or groups to which outside callers are transferred.

The voice messaging system uses the menu definition for both day and night operation. To set up the menu, you define digits 1 through 9, called selector codes, for the following types of call transfer:

■

Direct Extension Transfer. This is the factory setting for selector codes 1 through 8. If you use the factory setting, callers can enter an extension number directly from the menu. For direct extension transfer, the selector code represents a range of extensions. For example, selector code 1 allows outside callers to transfer directly to any extension that begins with a 1—extensions 10–19. For selector code 2, outside callers can transfer directly to any extension that begins with a 2—extensions 20–29, and so on.

Selector code 9 is different from selector codes 1 through 8. If you leave selector code 9 at the factory setting, outside callers are transferred directly to the receptionist’s mailbox where they can leave a message. This is especially useful for night operation. If you use it, callers are routed directly to the receptionist’s mailbox—the system does not ring the extension first.

■

Selector Code Transfer. You can assign any of the selector codes to one specific extension or group. Then when a caller presses the single digit selector code, the system transfers the call to the specific extension, Hunt Group, or Calling Group that you assigned to that digit. (Only the PARTNER

system can transfer calls to a Calling Group.)

NOTE:

Voice mail coverage is not provided for group calls. See “Group Calling Tips,” earlier in this chapter, for more information.

Depending on your business, you can define the menu so that some options accommodate callers during normal business hours and other options accommodate after-hours callers. For example: The ANY Travel Agency wants

to give outside callers the ability to transfer directly to any employee in their

system by dialing the employee’s two-digit extension number. The company has employees assigned at extensions 10 through 25. Therefore, the company leaves selector codes 1 and 2 at the factory setting (direct extension transfer). This leaves selector codes 3 through 9 available for selector code transfer. In this case, ANY Travel Agency assigns selector code 3 to extension 21 and selector codes 4 and 5 to Hunt Groups 1 and 2, respectively.

5-6 System Management

A sample day menu prompt for the ANY Travel Agency follows:

Thank you for calling the ANY Travel Agency.

If you know the extension of the person you are calling, enter the extension number now.

To speak with a cruise specialist, press 3.

For corporate travel, press 4. For personal travel, press 5. For assistance, press [ 0 ] or, if you have a rotary

phone, stay on the line.

A sample night menu prompt for the ANY Travel Agency follows:

You have reached the ANY Travel Agency. Our business hours are 9 to 5, Monday through Friday. To leave a message, press 9 and we will return your call as soon as possible.

Other Options

Automated Attendant Service provides the following built-in options—no

programming required—for use in your menu prompt:

■

A third type of transfer option, which is always available to outside and inside callers, may be useful in certain situations. With this type of transfer, when callers press [ ✳ ] [ T ], the system prompts them to enter an extension number. Using the example above, if you assigned selector code transfer to selector codes 1 and 2 (rather than starting the assignment from 3), you could request callers to press [ ✳ ] [ T ], to allow them to transfer to extensions 10 to 25.

■

As shown in the sample day menu prompt, you can also instruct a caller to stay on the line for assistance. If so, the voice messaging system automatically transfers the call to the receptionist’s extension. This option is especially important for callers who have rotary phones.

■

As shown in the sample day menu prompt, callers can press [ time to automatically transfer to the receptionist’s extension for assistance.

Playing the Menu Definition

This procedure lets you listen to the current menu definition. The menu

definition is accessed through the day menu.

To play the current menu definition:

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

0 ] at any

System Management

5-7

Press [

] for Automated Attendant. The system plays:

To program the day menu, press 1. For the night menu, press 2.

Press [ 1 ] for the day menu. The system plays:

To play the menu, press 2; to modify the menu, press 6. If finished, press star pound.

Press [ 2 ]. The system plays:

To play the menu prompt, press 1. To play the menu definition, press 2. If finished, press star pound.

Press [ 2 ] to play the menu definition.

The system plays the current menu definition.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

Playing the Day or Night Menu Prompt

To listen to the current day or night menu prompt:

Access the Programming Main Menu:

1. a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [

3 ] for Automated Attendant. The system plays:

To program the day menu, press 1. For the night menu, press 2.

Either:

Press [ 1 ] for the day menu.

■

Press [ 2 ] for the night menu.

The system plays:

To play the menu, press 2; to modify the menu, press 6. If finished, press star pound.

Press [ 2 ]. The system plays:

To play the menu prompt, press 1. To play the menu definition, press 2. If finished, press star pound.

Press [ 1 ] to play the menu prompt.

The system plays the day or night menu prompt depending on your choice in Step 3.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

6 .

5-8 System Management

Modifying the Menu Definition and Day Menu Prompt

Update Form 2 and Form 3 of the Planning Guide for the voice messaging system to show modifications to the menu definition and/or day menu prompt; then use the updated forms while performing the following procedure.

To change the menu definition and/or the day menu prompt:

Access the Programming Main Menu:

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [

3 ] for Automated Attendant. The system plays:

To program the day menu, press 1. For the night menu,

press 2.

Press [ 1 ]. The system plays:

To play the menu, press 2; to modify the menu, press 6.

If finished, press star pound.

Press [ 6 ]. The system plays:

Please enter a selector code from 1 to 9. When finished modifying the menu definition, press star pound.

If you want to modify only the day menu prompt, press [ ✳ ] [ # ] and go to Step

12. Otherwise, continue with Step 6. Enter a selector code from 1 through 9.

The system plays the current selector code action and then asks:

Do you want to make a modification? Press 9 to confirm or 6 to cancel.

Press [ 9 ] to confirm that you want to modify this selector code.

At this point:

■

If you want to return the selector code to the factory setting (direct extension transfer 1–8 and transfer to receptionist’s mailbox 9), press

[ 5 ].

■

If you want to assign a different extension or group to the selector

code, press [ (PARTNER

1 ] then enter the extension, Hunt Group, or Calling Group

system only) number where you want the Automated

Attendant Service to transfer callers, followed by [ # ].

Repeat Steps 6 through 8 for each selector code you want to modify.

System Management

5-9

10.

Press [ ✳ ] [ # ] to approve the menu definition. The system plays:

To record a new prompt for this menu, press 1. To use the existing prompt and save any menu definition changes, press pound.

If you do not want to record a new day menu prompt, press [ # ] and go to

11. Step 16; otherwise, continue with Step 12.

To record a new day menu prompt, lift the handset, press [ 1 ], and record the

12. prompt after the beep.

Press [ 1 ] when you are finished recording.

13. Choose an option or skip this step:

14.

■

Press [ 2 ] [ 1 ] to immediately re-record the day menu prompt.

■

Press [ 2 ] [ 3 ] to play back the day menu prompt.

■

Press [ ✳ ] [ D ] to delete the day menu prompt. The system plays:

To record a new prompt for this menu, press 1. T use the existing prompt and save any menu definition

changes, press pound.

Return to Step 11.

✳

15.

Press [

] [ # ] to approve the day menu prompt. The system plays:

Approved. Menu Definition saved.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

16.

Modifying the Night Menu Prompt

Update Form 4 of the Planning Guide for the voice messaging system to show modifications to the night menu prompt; then use the updated form while performing the following procedure.

To change the night menu prompt:

Access the Programming Main Menu:

1. a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [

To program the day menu, press 1. For the night menu, press 2.

Press [ 2 ]. The system plays:

To play the menu, press 2; to modify the menu, press 6. If finished, press star pound.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

3 ] for Automated Attendant. The system plays:

5-10 System Management

Press [

]. The system plays:

To record a new prompt for this menu, press 1. To use

the existing prompt, press pound.

Lift the handset, press [ 1 ], and record the night menu prompt.

5. Press [ 1 ] when you are finished recording.

Choose an option or skip this step:

■

Press [ 2 ] [ 1 ] to immediately re-record the night menu prompt.

■

Press [ Press [ ✳ ] [ D ] to delete the night menu prompt. The system plays:

■

] [ 3 ] to play back the night menu prompt.

To record a new prompt for this menu, press 1. To use the existing prompt, press pound.

Return to Step 5.

Press [ ✳ ] [ # ] to approve the night menu prompt. The system plays:

Approved.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

Group Call Distribution

Use this communications system procedure to specify a new outside line on which you want Automated Attendant Service.

Update Form A, Item 7, Line Coverage of the System Planner for the communications system to show modifications to VMS-AA lines before you begin.

To assign “VMS-AA” lines to Hunt Group 7:

Press [

At the

At the Line: prompt, enter the first “VMS-AA” line to be programmed as

Feature

] [ 0 ] [ 0 ] [

Group:

System Program

prompt, press [ 7 ].

] [

System Program

] [ # ] [ 2 ] [ 0 ] [ 6 ].

specified in the Line Coverage column of Item 7 on Form A.

Press [ choose

Next Data

] until the display reads

3 VMS Line Cover

1 Assigned.

(Be careful not to

because you will assign ownership rather

than Automated Attendant Service coverage to the line.) To program another line, press [

number displays. Then press [

Press [

Feature

] [ 0 ] [ 0 ] to exit programming.

Next Item ] or [ Prev Item ] until the appropriate line

Next Item ] until 1 Assigned is displayed.

System Management 5-11

VMS Hunt Delay

Use this communications system procedure to specify either immediate or delayed call handling.

Update Form A, Item 9 of the System Planner for the communications system to show modifications to the VMS Hunt Delay setting before you begin.

To change the VMS Hunt Delay setting:

Press [ Press [ Next Data ] until the appropriate value displays.

Feature

] [ 0 ] [ 0 ] [

System Program

] [

System Program

] [ # ] [ 5 ] [ 0 ] [ 6 ].

Press [

Feature

NOTE:

If you set VMS Hunt Delay to Immediate, you can set the communication system’s Automatic Extension Privacy (#304) feature to Assigned for the extensions associated with the voice messaging system. This prevents users from accidentally picking up calls sent to the voice messaging system.

VMS Hunt Schedule

Use this communications system procedure to specify when the communications system is to route calls to the voice messaging system.

Update Form A, Item 9 of the System Planner for the communications system to show modifications to the VMS Hunt Schedule setting before you begin.

To change the VMS Hunt Schedule setting:

Press [ Press [ Next Data ] until the appropriate value displays.

Press [

Feature

] [ 0 ] [ 0 ] to exit programming.

] [ 0 ] [ 0 ] [

System Program

] [

System Program

] [ 0 ] [ 0 ] to exit programming.

] [ # ] [ 5 ] [ 0 ] [ 7 ] .

5-12

System Management

Modifying Mailboxes

The voice messaging system is shipped with mailboxes already created for extensions 10 through 19. If a Mailbox Expansion Card is installed, you have mailboxes already created for extensions 10 through 29. The characteristics of mailboxes are as follows:

Receptlionist's Extension. Extension 10 has a maximum storage

■

capacity of 30 minutes (or 120 messages).

■

All Other Extensions. Extensions 11–19 (or 11–29) each have a maximum storage capacity of 10 minutes (or 40 messages).

Programming

Main Menu

(Press 9 )

Mailboxes

(Press [ 4 ])

Mailbox Number

(Enter Number

+[ # ])

Yes

Re-initialize

Password (Press [ 3 ])

Re-initialize

Mailbox

(Press [ 4 ])

Delete

Mailbox

(Press [ ★ ][ D ])

Mailbox Number

Exists?

Create

Mailbox

(Press [ 4 ])

Figure 5-2. Modifying Mailboxes

If you need to change current mailbox programming, you can use the instructions presented in this section. For example:

■

If an employee leaves the company, you can set up the previously assigned mailbox number for a new employee, To do so, use “Re-initializing a Mailbox,” which returns the mailbox to its factory settings.

System Management

5-13

■

If you want to reassign a mailbox (move a mailbox from the current

extension to a different one), first use “Deleting a Mailbox” then use

“Creating a Mailbox.” Keep in mind that you should always delete mailboxes from extensions to which you connect auxiliary equipment (such as doorphones and fax machines) to keep the maximum number of mailboxes available for subscribers.

■

If a subscriber forgets his or her password, use “Re-initializing a Password” to return the password to the factory setting (1234).

Before you change mailbox assignments, you should review the next two sections “Hardware Considerations” and “Guest Mailboxes” for details about mailbox numbers.

Hardware Considerations

After you delete a mailbox, you can reassign that mailbox to another subscriber’s extension using the “Creating a Mailbox” procedure. Remember that mailbox numbers and extension numbers are the same. You can also assign available mailboxes to extensions that do not have phones connected to them so that guests—employees who work off-premises most of the time, such as salespeople—can access messages while on the road. See “Guest Mailboxes” on the next page for details.

After initial installation, you have default mailboxes for extensions 10–19 or 10–29. When you reassign mailboxes, you can use any mailbox in your system’s dial plan. The dial plan is the maximum number of extensions supported by your system. This means on a PARTNER Plus system, you can create mailboxes for extensions 11 through 33; on a PARTNER II system, you can create mailboxes for extensions 11 through 57. (Note that the mailbox at extension 10 cannot be deleted.) Figure 5-3 shows the dial plan for both systems.

PARTNER Plus Control Unit or PARTNER II Expansion

PARTNER II Primary Carrier

Line

Jacks

Extension

Jacks

206 Modules

Figure 5-3. Dial Plan

5-14 System Management

Carrier Only

Line

Jacks

Extension

Jacks

206 Modules

Keep in mind that the modules you have installed in your control unit may differ from this figure, and will determine the number of extension jacks to which you can connect phones.

Guest Mailboxes

You can assign available mailboxes to extensions in the dial plan that do not have phones connected to them. Guest mailboxes are useful for employees

who work off-premises most of the time. Guest mailboxes provide all the benefits of a regular mailbox except the subscriber does not receive visual indication of a message deposited in the mailbox since there is no phone (and therefore no message waiting light) associated with the mailbox. Guests can call the voice messaging system from any touch-tone phone to retrieve their messages.

Review the following notes before you program guest mailboxes:

■

If you have empty slots in the control unit, you can assign guest mailboxes to those extensions in the dial plan that correspond to the empty slot(s). When you assign guest mailboxes, it is recommended that you start assignments from the high end of the dial plan. (On PARTNER Plus systems, work backwards from extension 33; on PARTNER systems, work backwards from extension 57.)

After you create a guest mailbox, use “Automatic VMS Cover,” later in this section, to assign automatic coverage to the guest mailbox. Calls to these extensions are routed immediately to the mailbox—the call does not ring the extension first.

■

If you do not have empty slots in the control unit, you can assign guest mailboxes to the unused extension numbers associated with the voice messaging system module. Calls to these extensions are routed to the subscriber’s mailbox after four rings.

The voice messaging system module uses the bottom two extension numbers associated with the slot in which the module is installed (see Figure 2-2 in Chapter 2). For example, if the module is installed in Slot 3, it uses extensions 26 and 27. In this case, you can use extensions 22 through 25 for guest mailboxes.

System Management

5-15

Checking a Mailbox’s Status

Use this procedure to determine if a mailbox exists:

Access the Programming Main Menu:

1. a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [ 4 ] to program mailboxes. The system tells you how many mailboxes

2. currently exist and how many are allowed, then:

Please enter the mailbox number followed by the pound sign or press pound for the next mailbox.

Enter the number of the mailbox whose status you want to check followed by

3. [ # ] or simply press [ # ].

The system responds as follows:

■

If you entered a mailbox number followed by [ # ], the system tells you

whether or not the mailbox exists.

If you entered [ # ], the system tells you the number of the first existing

■

mailbox.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [ # ] repeatedly to hear the next existing mailbox number. Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

5-16 System Management

Deleting a Mailbox

Update Form 1 of the Planning Guide for the voice messaging system to show mailboxes to be deleted; then use the updated form while performing the following procedure.

Review the following notes before you delete a mailbox:

■

The receptionist’s mailbox (at extension 10) cannot be deleted.

■

Any messages in the mailbox are lost when a mailbox is deleted. The message light is turned off. The personal greeting is lost.

■

If you delete a mailbox from an extension that has Automatic VMS Cover assigned, you should unassign Automatic VMS Cover from the extension and remove the VMS Cover button, if programmed. Doing so prevents unanswered intercom and transferred calls to this extension from being transferred to the receptionist’s extension.

■

If you delete a mailbox that was assigned a line owner, either delete line ownership from that line or assign a different mailbox as the owner of that line.

IMPORTANT:

As a safeguard against toll fraud, you should delete unused mailboxes. To delete a mailbox:

Access the Programming Main Menu:

1. a.

Press [ Press [ 9 ] [ 9 ] [ # ].

b. c.

Enter your password and press [ # ].

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

The system plays the system programming options.

Press [

4 ] to program mailboxes. The system tells you how many mailboxes

exist and how many are allowed, then:

Please enter the mailbox number followed by the pound sign or press pound for the next mailbox.

Enter the number of the mailbox you want to delete followed by [ # ].

The system says whether or not the mailbox exists, then:

To re-initialize the password, press 3. To re-initialize the mailbox, press [

4 ]. To delete the

mailbox, press star D.

Press [ ✳ ] [ D ]. The system plays:

Mailbox XX has YY messages. Do you want to delete?

Press 9 to confirm or 6 to cancel.

Press [ 9 ] to confirm mailbox deletion. The system plays:

Deleted.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

System Management 5-17

Creating a Mailbox

Update Form 1 of the Planning Guide for the voice messaging system to show mailboxes to be created; then use the updated form while performing the following procedure.

The system is shipped with mailboxes for extensions 10 through 19 (or 10 through 29 if a Mailbox Expansion Card is installed). If you already have 10 (or

20) mailboxes, you must first delete an unused mailbox before you can create a new one.

Review the following notes before you create a mailbox:

■

Mailboxes can be created for extensions 11 through 33 for the PARTNER Plus system, 11 through 57 for the PARTNER II system. See “Hardware Considerations” earlier in this chapter for details.

■

You can create a guest mailbox for an extension that does not have a phone connected to it. See “Guest Mailboxes” earlier in this chapter for details.

To create a mailbox:

Access the Programming Main Menu:

1. a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [

4 ] to program mailboxes. The system tells you how many mailboxes

exist and how many are allowed, then:

Please enter the mailbox number followed by the pound sign or press pound for the next mailbox.

Enter the number of the mailbox you want to create followed by [ # ]. The

3. system plays:

Mailbox XX does not exist. To create this mailbox, press 4. If finished with this mailbox, press star

pound or press pound for the next mailbox.

Press [ 4 ]. The system plays:

Created.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

5-18 System Management

Re-initializing a Password

If subscribers forget the password for their voice mailbox, you can re-initialize the password to the factory setting of 1234 so they can retrieve their messages. Remind the subscriber to change the password immediately after they log in for the first time.

To re-initialize a password to 1234:

Access the Programming Main Menu:

1. a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Press [ 4 ] to program mailboxes.

2. exist and how many are allowed, then:

Please enter the mailbox number followed by the pound sign or press pound for the next mailbox.

Enter the number of the mailbox whose password you want to re-initialize

3. followed by [

# ]. The system plays:

Mailbox XX exists. To re-initialize the password, press 3. To re-initialize the mailbox, press 4. To delete the mailbox, press star D.

Press [ 3 ]. The system plays:

The password has been re-initialized.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

Re-initializing a Mailbox

To prepare a previously used mailbox for a new subscriber, you can re-initialize the mailbox. This procedure deletes any messages left in the mailbox and turns off the phone’s message light (if lit), erases the personal greeting (if recorded), and changes the password back to the factory setting (1234).

To re-initialize a mailbox:

Access the Programming Main Menu:

The system tells you how many mailboxes

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

The system plays the system programming options.

System Management

5-19

Press [ 4 ] to program mailboxes. The system tells you how many mailboxes

2. exist and how many are allowed, then:

Please enter the mailbox number followed by the pound sign or press pound for the next mailbox.

Enter the number of the mailbox you want to re-initialize followed by [ # ].

3. The system plays:

Mailbox XX exists. To re-initialize the password, press 3. To re-initialize the mailbox, press 4. To delete, press star D.

Press [ 4 ]. The system plays:

Mailbox XX has YY messages. Do you want to re-initialize this mailbox? Press 9 to confirm or 6 to cancel.

Press [ 9 ]. The system plays:

Re-initialized.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

Automatic VMS Cover

Use this communications system procedure to assign automatic voice mail coverage to the appropriate extensions.

Update Form B2 of the System Planner for the communications system before you begin.

To assign Automatic VMS Cover to extensions:

Press [ # ] [ 3 ] [ 1 ] [ 0 ].

1. Enter the number of the extension to be covered by the voice messaging

2. system.

To assign Automatic VMS Cover, press [

Next Data

] until

1 Assigned

shows on

the display. To program another extension, press [ Next Item ] or [ Prev Item ] until the extension

4. number shows on the display. Then repeat Step 3.

Press [

Feature

] [ 0 ] [ 0 ] to exit programming mode.

5-20 System Management

CO Line Coverage

CO Line Coverage requires programming the voice messaging system’s Line Ownership feature and the communication system’s Group Call Distribution

feature. CO Line Coverage lets callers who call in on a covered line leave messages in the mailbox of a specific subscriber (known as the owner of the covered line). When a call rings on a covered line, the voice messaging system routes the caller directly to the line owner’s mailbox if the call is not answered

within five rings. The caller hears the personal greeting for the line owner’s mailbox. Lines that are assigned ownership typically are used for personal lines

or outside access to the voice messaging system if Automated Attendant

Service is not used.

IMPORTANT:

Lines in your system are either assigned ownership or Automated Attendant

Service coverage—a single line cannot be specified for both types of coverage. This section provides instructions on how to:

■

Use Line Ownership to scan, assign, modify, and delete current

assignments for CO Line Coverage

■

Use Group Call Distribution to specify new lines for CO Line Coverage

NOTE:

If you specify CO Line Coverage for any system lines, you must assign an owner to the covered lines to prevent the system from transferring callers who call in on those lines to the receptionist’s extension.

Scan Line

Ownership Ownership Ownership

(Press [ 2 ])

Figure 5-4. Line Ownership

Programming

Main Menu

(Press 9 )

Line Ownership

(Press [ 6 ])

Assign Line Modify Line

(Press [ 4 ])

(Press [ 6 ])

System Management 5-21

Delete Line

Ownership

(Press [ ★ ][ D ])

Scanning Line Ownership

To review the current owners of outside lines:

Access the Programming Main Menu:

1. a.

Press [

Enter your password and press [ # ].

Press [

The system plays the system programming options.

Press [ 6 ] for line ownership. The system plays:

To scan line ownership, press 2; to assign line

ownership, press 4; to modify line ownership, press 6.

To delete line ownership, press star D.

Press [ 2 ]. The system plays:

Please enter the CO line number followed by the pound sign, or press pound for the next line owner.

Enter a specific outside line number followed by [ # ] or press [ # ] for the first outside line number that has been assigned an owner.

The system responds as follows:

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

] [ 9 ] [ # ].

]

■

If you entered a line number followed by [ # ], the system tells you whether or not an owner is assigned.

■

If you entered [ # ], the system tells you the mailbox number of the owner of the first outside line that has an owner.

Press [ # ] to hear the mailbox number for the next outside line that has an

5. owner.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

5-22 System Management

Assigning Line Ownership

Update Form 5 of the Planning Guide for the voice messaging system to show the line number that requires coverage and the line owner’s extension number; then use the updated form while performing the following procedure. Make sure you also use “Group Call Distribution (#206)” later in this section to assign coverage to lines.

To associate an outside line with a specific subscriber’s mailbox:

Access the Programming Main Menu:

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [ 6 ] for line ownership. The system plays:

To scan line ownership, press 2; to assign line ownership, press 4; to modify line ownership, press 6. To delete line ownership, press star D.

Press [ 4 ]. The system plays:

Please enter the CO line number followed by the pound sign. If finished, press star pound.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

Enter the number of the outside line that you want to associate with a specific subscriber’s mailbox followed by [

# ].

If the line already has an owner, the system announces the mailbox number of that owner. Otherwise, the system plays:

CO line X has no owner. Enter the mailbox number of the new line owner followed by the pound sign. If finished, press star pound.

Enter the mailbox number followed by [ # ]. The system plays:

CO Line X owner is mailbox YY.

If the mailbox does not exist, you are told so. See “Creating a Mailbox” earlier in this chapter for instructions on creating mailboxes.

Repeat Steps 4 and 5 until you assign line ownership for all of the appropriate

6. lines.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

System Management 5-23

Modifying Line Ownership

Update Form 5 of the Planning Guide for the voice messaging system to show modifications to line ownership; then use the updated form while performing the following procedure.

To change line ownership:

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [ 6 ] for line ownership. The system plays:

To scan line ownership, press 2; to assign line

ownership, press 4; to modify line ownership, press 6. To delete line ownership, press star D.

Press [ 6 ]. The system plays:

Please enter the CO line number followed by the pound

sign. If finished, press star pound.

Enter the number of the outside line whose ownership you want to modify followed by [ # ].

If the line does not have an owner, the system tells you so. Otherwise, the system plays:

Intercom

] [ 7 ] [ 7 ] [ 7 ] or a programmed button.

CO line X owner is mailbox YY. Enter the mailbox number of the new line owner followed by the pound sign. If finished, press star pound.

Enter the new mailbox number followed by [ # ]. The system plays:

CO Line X owner is mailbox YY.

If the mailbox does not exist, you are told so. See “Creating a Mailbox”

earlier in this chapter for instructions on creating mailboxes.

Repeat Steps 4 and 5 to modify line ownership for any other lines.

6. Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

5-24 System Management

Deleting Line Ownership

Update Form 5 of the Planning Guide for the voice messaging system to show

the ownership assignments you want to delete; then use the updated form while

performing the following procedure.

NOTE:

If you remove line ownership, either remove CO Line Coverage from the line using Group Call Distribution (#206) or assign a new mailbox number as the owner of the line to prevent the system from transferring callers who call in on the covered line to the receptionist’s extension.

To delete an existing line owner assignment:

1. Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter your password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [ 6 ] for line ownership. The system plays:

To scan line ownership, press 2; to assign line ownership, press 4; to modify line ownership, press 6. To delete line ownership, press star D.

Intercom

] [ 7 [ 7 ] [ 7 ] or a programmed button.

Press [ ✳ ] [ D ]. The system plays:

Please enter the CO line number followed by the pound sign. If finished, press star pound.

Enter the number of the outside line whose ownership you want to delete followed by [ # ].

The system responds as follows:

■

If the line has an owner, the system tells you the mailbox number of the owner and asks you to confirm the deletion. Go to Step 5.

■ If the line has no owner, the system tells you so and asks you to enter

another CO line number. Return to Step 4 to enter another line number or go to Step 7.

Press [ 9 ] to confirm that you want to delete the ownership assignment. The

5. system plays:

Deleted.

Repeat Steps 4 and 5 to delete other line ownership assignments.

Press [ ✳ ] [ R ] to return to the Programming Main Menu or hang up to quit.

System Management 5-25

Group Call Distribution

Use this procedure to modify the assignment of outside lines for CO Line Coverage.

Update Form A, Item 7, Line Coverage of the System Planner for the communications system to show modifications to VMS-MAIL lines before you begin.

To assign “VMS-MAIL” lines to Hunt Group 7:

Press [

Feature

] [ 0 ] [ 0 ] [

System Program

] [

System Program

] [ # ] [ 2 ] [ 0 ] [ 6 ].

Group:

At the

2. At the Line: prompt, enter the first “VMS-MAIL” line to be programmed as

prompt, press [ 7 ].

specified in the Line Coverage column of Item 7 on Form A.

Press [

Assigned.

Next Data ] until the display reads 3 VMS Line Cover or 2 Not

(Be careful not to choose

assign Automated Attendant Service coverage rather than ownership to

the line.) To program another line, press [

number displays. Then press [

Not Assigned

Press [

Feature

is displayed.

] [ 0 ] [ 0 ] to exit programming.

Next Item ] or [ Prev Item ] until the appropriate line

Next Data ] until 3 VMS Line Cover or 2

Telephone Button Programming

Update Form C “Button Programming” if you change button programming for a subscriber’s extension.

It is recommended that the following features be programmed on buttons on each subscriber’s system phone:

■ VMS Cover allows the subscriber to manually turn on and off voice mail

coverage.

■

Do Not Disturb allows the subscriber to send callers to his or her mailbox

immediately without first ringing the subscriber’s extension.

1 Assigned

because you will

■

Voice Mailbox Transfer allows the subscriber to transfer callers directly to other subscribers’ voice mailboxes.

■

VM Messages allows the subscriber to quick-dial the voice messaging system for message retrieval.

The procedures in this section use Centralized Telephone Programming.

5-26 System Management

VMS Cover

To give a subscriber the ability to turn voice mail coverage on and off, you can program a VMS Cover button on the subscriber’s system phone.

To program a VMS Cover button:

Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Proram ]. Enter the number of the extension to be programmed. Press a programmable button with lights. Press [

4. Program another button for this extension or press [

5. programming mode.

Label the button at the user’s extension.

Do Not Disturb

Used in conjunction with either automatic or manual extension coverage, this button lets subscribers send callers immediately to their voice mailbox.

To program a Do Not Disturb button:

Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Enter the number of the extension to be programmed.

2. Press a programmable button with lights.

Press [

Program another button for this extension or press [ programming mode.

Label the button at the user’s extension.

Feature

] [ 1 ] [ 5 ].

] [ 0 ] [ 1 ].

Feature

] [ 0 ] [ 0 ] to exit

Feature

] [ 0 ] [ 0 ] to exit

System Management

5-27

Voice Mailbox Transfer

A Voice Mailbox Transfer button lets any system user transfer calls directly to another subscriber’s mailbox, without ringing the extension. If, for example, a caller wants to talk to a subscriber who is on vacation, the receptionist can transfer the call directly to the subscriber’s mailbox by pressing this button and entering the subscriber’s extension number (or pressing an Auto Dial button). The voice messaging system answers the call, the caller hears the subscriber’s personal greeting (if recorded), and the caller can then leave a message for the subscriber.

To program a Voice Mailbox Transfer button:

Press [

Enter the number to the extension to be programmed. Press a programmable button.

3. Press [

Program another button for this extension or press [

Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Feature

programming mode. Label the button at the user’s extension.

Voice Mail Messages

This intercom Auto Dial button allows subscribers to access the voice messaging system with one touch of a button.

To program a Voice Mail Messages button:

Press [ Enter the number of the extension to be programmed.

Press a programmable button.

3. Press [

Program another button for this extension or press [

programming mode.

Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ].

Intercom

] [ 1 ] [ 4 ].

] [ 7 ] [ 7 ] [ 7 ].

Feature

] [ 0 ] [ 0 ] to exit

Feature

] [ 0 ] [ 0 ] to exit

Label the button at the user’s extension.

5-28 System Management

Troubleshooting

Contents

When You Need Help

■

Subscribers Hear Busy Signal When Calling In to Voice Mail

■

Outside Callers Hear Ringing, but System Does Not Answer

■

System Does Not Answer Immediately

■

System Transfers Call to Receptionist Before Playing the Menu Prompt

■

System Cuts Off Part of Greeting

■

System Does Not Respond to Entered Digits

■

System Does Not Transfer Calls Properly

■

Outside Callers Hear Silence During Transfer

■

Call Answer Service Takes Too Long to Answer Calls

■

Call Answer Service Terminates Message While Caller Is Recording

■

Messages Cannot Be Deposited in Mailbox

■

Subscriber Unable to Log In to Voice Mail

■

Message Light Does Not Turn Off

■

Date or Time in Message Headers Is Incorrect

6-1

6-2 6-3

6-3 6-3 6-4 6-4 6-4 6-5

6-5 6-5 6-5 6-6 6-6

6-i

Troubleshooting

When You Need Help

If you have a problem with your system, you may be able to solve it yourself by following the appropriate troubleshooting procedures described in this chapter. If not, you can call for help: in the continental U.S., call the AT&T Helpline at

1 800 628-2888; outside the continental U.S., call your AT&T Authorized Dealer.

The following sections describe various difficulties that might occur, possible causes for the difficulty, and procedures you can follow to try to solve the problem.

Subscribers Hear Busy Signal When Calling In to Voice Mail

Possible Cause 1: This is normal when both of the voice messaging system extensions are busy.

What to do: There are a number of ways to reduce the amount of time a voice messaging system extension is busy. For example, you can recommend that users access the Tutor Service during your company’s non-peak calling hours or you can reduce the options in the Automated Attendant Service menu or you can reduce the length of the Automated Attendant Service menu prompt.

Troubleshooting

6-1

Possible Cause 2: The voice messaging system may not be installed correctly. What to do: Check the voice messaging system module to make sure it is securely

mounted in the control unit. Also check the module’s LEDs: the Power LED should be steady green and the Status LED should not be lit.

If the Power and Status LEDs are lit, perform the System Save Reset All procedure by entering 989-RESET (989-73738) after you log in as the System Manager.

If the Power LED is not lit, power down the control unit, reseat the voice messaging system module, and power up the control unit.

■

If the module is working properly after about one minute, the problem is solved.

■

If the module still does now work properly, go to Possible Cause 3.

Possible Cause 3: The voice messaging system may not be programmed correctly. What to do: Refer to Figure 2-2 in Chapter 2 to determine the extension numbers that are

associated with the voice messaging system module. Then use Hunt Group Extensions (#505) to verify that the VMS extensions are assigned to Hunt Group 7.

■

If Hunt Group 7 does not have the correct VMS extensions, assign the correct extension numbers.

■

If Hunt Group 7 has the correct VMS extensions, call the Helpline.

Outside Callers Hear Ringing, but System Does Not Answer

Possible Cause 1: This is normal when both of the voice messaging system extensions are busy.

Possible Cause 2: The voice messaging system may not be installed correctly. What to do: Check the voice messaging system module to make sure it is securely

mounted in the control unit. Also check the module’s LEDs: the Power LED should be steady green and the Status LED should not be lit.

If the Power and Status LEDs are lit, perform the System Save Reset All procedure by entering 989-RESET (989-73738) after you log in as the System Manager.

If the Power LED is not lit, power down the control unit, reseat the voice messaging system module, and power up the control unit.

■

If the module is working properly after about one minute, the problem is solved.

■

If the module still does now work properly, call the Helpline.

6-2 Troubleshooting

Possible Cause 3: The voice messaging system may not be programmed correctly. What to do: Refer to Figure 2-2 in Chapter 2 to determine the extension numbers that are

associated with the voice messaging system module. Then use Hunt Group Extensions (#505) to verify that the VMS extensions are assigned to Hunt Group 7.

■

If Hunt Group 7 does not have the correct VMS extensions, assign the correct

extension numbers.

■

If Hunt Group 7 has the correct VMS extensions, call the Helpline.

System Does Not Answer Immediately

Possible Cause 1: Automated Attendant Service is programmed for Delayed call handling. What to do: If you do not want Delayed call handling, program the communications

system’s VMS Hunt Delay feature for Immediate call handling.

Possible Cause 2: The voice messaging system extensions may be busy. What to do: There are a number of ways to reduce the amount of time a voice messaging

system extension is busy. For example, you can recommend that users access the Tutor Service during your company’s non-peak calling hours or you can reduce the options in the

Automated Attendant Service menu or you can reduce the length of the Automated Attendant Service menu prompt.

System Transfers Call to Receptionist Before Playing the Menu Prompt

Possible Cause: Both of the extensions associated with the voice messaging system module were not assigned to Hunt Group 7.

What to do: Refer to Figure 2-2 in Chapter 2 to determine the extension numbers that are associated with the voice messaging system module. Then use Hunt Group Extensions (#505) to verify that the VMS extensions are assigned to Hunt Group 7.

System Cuts Off Part of Greeting

Possible Cause 1: You may have begun recording the greeting too early. What to do: After the prompt to record the greeting, pause a moment before speaking.

Re-record the greeting.

Possible Cause 2: A touch-tone signal may have been accidentally recorded with the greeting.

What to do: Re-record the greeting.

Troubleshooting

6-3

System Does Not Respond to Entered Digits

Possible Cause 1: System is not receiving touch-tones. What to do: The voice messaging system may not be able to interpret touch-tones while a

greeting plays. Wait until the greeting finishes before entering the touch-tones. If you are using a speakerphone, turn off the microphone.

Possible Cause 2: If this occurs when the Automated Attendant Service answers calls, the menu definition may be programmed incorrectly.

What to do: Follow the steps for “Verifying System Operation” in Chapter 4 to test Automated Attendant Service.

■

If outside calls are not transferred to the correct extension or group, follow the

instructions for “Programming the Menu Definition and Recording the Day Menu Prompt” in Chapter 4 to reprogram the menu definition.

■

If outside calls are transferred to the correct extension or group, go to Possible

Cause 3.

Possible Cause 3: The line is too noisy. What to do: Call your local telephone company.

System Does Not Transfer Calls Properly

Possible Cause 1: If this occurs when the Automated Attendant Service answers calls, the

menu definition may be programmed incorrectly. What to do: Follow the steps for “Verifying System Operation” in Chapter 4 to test

Automated Attendant Service.

■

If outside calls are not transferred to the correct extension or group, follow the instructions for “Programming the Menu Definition and Recording the Day Menu Prompt” in Chapter 4 to reprogram the menu definition.

■

If outside calls are transferred to the correct extension or group, go to Possible Cause 2.

Possible Cause 2: A valid destination was not entered by the caller. What to do: Make sure a valid destination has been entered. (For the PARTNER Plus

system, valid extension numbers are 10–33; valid group numbers are 771–776. For the PARTNER

system, valid extension numbers are 10–57; valid group numbers are 71–74

and 771–776.

Outside Callers Hear Silence During Transfer

Possible Cause: Music On Hold is not set up for the system. What to do: See “Music On Hold (#602)” in the PARTNER Plus or PARTNER

Programming and Use guide.

6-4 Troubleshooting

Call Answer Service Takes Too Long to Answer Calls

Possible Cause: Calls ring four times at a subscriber’s extension to give the subscriber a chance to answer the call.

What to do: Recommend that subscribers program a Do Not Disturb button on their system phone and turn the feature on when they leave their desks or whenever they are too busy to answer calls. Calls to extensions with Do Not Disturb on are answered immediately.

Call Answer Service Terminates Message While Caller Is Recording

Possble Cause: The caller’s recording time exceeded the mailbox’s message time limit. (The time limit for recording a message is two minutes.)

What to do: Let the caller know the recording time limit. Also let the caller know that he or she can press [ ✳ ] [ T ] and the appropriate extension number to transfer to the extension again—this avoids making another outside call—to finish the message if necessary.

Messages Cannot Be Deposited in Mailbox

Possible Cause: The mailbox is full. What to do: Old messages must be deleted regularly from mailboxes. When a subscriber’s

mailbox is full, the caller cannot leave a message in that mailbox but is given the option of transferring to another extension. For all subscribers, mailboxes can store up to 10 minutes of recorded messages (or 40 messages). The receptionist’s mailbox at extension 10 can store up to 30 minutes of recorded messages (or 120 messages).

Subscriber Unable to Log In to Voice Mail

Possible Cause 1: A subscriber has entered the number of a mailbox that does not exist. What to do: Make sure the subscriber is entering an existing mailbox number. Use

“Playing a Mailbox’s Status” in Chapter 5 to check the status of existing mailboxes.

■

If the subscriber tries again and succeeds, the problem is solved.

■

If the subscriber still cannot log in, go to Possible Cause 2.

Possible Cause 2: The subscriber may have forgotten his or her password or entered it incorrectly.

What to do: Try entering the password again.

■

If the subscriber can log in, the problem is solved.

■

If the subscriber still cannot log in, re-initialize the password as described in Chapter

5. (If you forget the password for login 99, you must call the Helpline.)

Troubleshooting

6-5

Message Light Does Not Turn Off

Possible Cause: There are messages in the mailbox. The message light remains lit until all messages are deleted from the mailbox.

What to do: Delete all messages from the mailbox.

Date or Time in Message Headers Is Incorrect

Possible Cause: The day, date, or time programmed for the communications system is incorrect.

What to do: Refer to “System Date (#101),” “System Day (#102),” or “System Time (#103)” in the PARTNER Plus or PARTNER or time. If the day, date, and time are programmed correctly, power down the control unit, wait five seconds, then power up the control unit. After about one minute, the voice messaging system will be ready to answer calls. If message headers for new messages are still incorrect, call the Helpline.

Programming and Use guide to check the day, date,

6-6 Troubleshooting

Specifications

Capacities

Dimensions

and Weights (approx.)

Electrical Specifications

Processors Specifications

Environmental Requirements— Control Unit

■

Voice Channels: 2

■

Max. Mailboxes:

■

Voice Storage:

■

Total Number of Calls Supported During Peak Usage Hour:

Call Connect Time* Calls

0.5 minute 1 minute

1.5 minute

■

PARTNER MAIL VS:

■

Mailbox Exp. Card: 3.4”(D) x 2.1”(H) x 0.2”(W) or 8.6 x 5.3 x 0.5 cm

■

15 Watts (52 BTU/hour) per PARTNER MAIL VS module during normal and maximum power consumption

■

Maximum current 0.13 Amps

■

Configuration stored on hard disk drive

■

Battery backup compatible

■

68000 microprocessor, 256Kbytes RAM, 256Kbytes ROM

■

Voice encoding method: Regular Pulse Excitation—Long Term Prediction (RPE—LTP) Linear

Predictive Coder

■

Digital Signal Processor (DSP), 16 bit

■

Mount on a wall at least 2 feet (0.6 meters) from the floor (wall mounting required)

■

Locate within 5 feet (1.5 meters) of the network interface jacks and a properly grounded electrical outlet not controlled by a switch, using supplied 7-foot (2.1-meter) cords

■

Mount the Expansion Carrier at least 6”(15.2 cm) and not more than 24” (61 cm) away from the Primary Carrier

■

Operating temperature 32° to +104°F (0° to +40°C), not in direct sunlight

■

Humidity 15%–90%, noncondensing

■

For proper ventilation and easy replacement of modules, provide at least 6"(15.2cm) clearance at the top and sides and 2 feet (0.6 meters) at the front and bottom of the control unit.

■

Locate in an area free of excess moisture, corrosive gases, dust, and chemicals

10 (or 20 with Mailbox Expansion Card)

120 min. (or 220 min. with Mailbox Expansion Card)

25 12 8

11”(D) x 17”(H) x 1.5”(W) or 27.9 x 43.2 x 3.8 cm

4.3 lbs or 2.0 kgs .07 lbs or 32 grams

Call connect time is an average for all calls to the PARTNER MAIL VS system including Tutor, Automated Attendant Service, Call Answer Service, and Voice Mail Service. This information assumes a 2% probability of system blockage.

Specifications A-1

Electrical Requirements

Safety Requirements

■

90–130 VAC, 50–60 Hz, 3-prong outlet separate ground, separately fused at 15 Amps On a PARTNER Outlet must not be controlled by an on/off switch

■

Grounding to comply with Underwriters Laboratories (UL) 1459:

An insulated grounding conductor that is not smaller in size and equivalent in insulation

220V System: 180–264 VAC, 50–60 Hz, fused at 10 Amps

material and thickness to the grounded and ungrounded branch circuit supply conductors, except that it is green with or without one or more yellow stripes,

is to be installed as part of the

circuit that supplies the product or system. The grounding conductor mentioned in item A is to be connected to ground at the service

equipment. The attachment-plug receptacles in the vicinity of the product or system are all to be of a

groundinq type, and the grounding conductors serving these receptacles are to be connected to earth ground at the service equipment.

■

U.S.: Meets UL 1459 Issue 2

■

Canada: Meets CSA C22.2, 225

Government Approvals and Local Phone

Federal Communications Commission (FCC) Interference Information

This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance

with the instruction manuals, may cause harmful interference to radio

communications. Operation of this equipment in a residential area is likely to

cause harmful interference, in which case the user will have to correct the interference at his or her own expense.

FCC Notification and Repair Information

This equipment is registered with the FCC in accordance with Part 68 of its

rules. In compliance with those rules, you are advised of the following:

■ Means of Connection: Connection to the telephone network shall be

through a standard network interface jack USOC RJ11C. These USOCs must be ordered from your local telephone company.

This equipment may not be used with party lines or coin telephone lines.

■ Notification to the Telephone Companies: Before connecting this

equipment, you or your equipment supplier must notify your local telephone company’s business office of the following:

–

The telephone number(s) you will be using with this equipment.

–

The appropriate registration number and ringer equivalence number (REN), which can be found on the right hand side of the primary carrier.

You must also notify your local telephone company if and when this equipment is permanently disconnected from the line(s).

FCC Information

B-1

■

Repair Instructions: If you experience trouble because your equipment is malfunctioning, the FCC requires that you disconnect the equipment from the network and not use it until the problem has been corrected. Repairs to this equipment can only be made by the manufacturer, its authorized agents, or by others who may be authorized by the FCC. In the event repairs are needed on this equipment, please contact the AT&T National Service Assistance Center (NSAC) at 1 800 628-2888. For

warranty information, see Appendix C.

■

Rights of the Local Telephone Company: If this equipment causes harm to the telephone network, the local telephone company may discontinue your service temporarily. If possible, they will notify you in advance. But if advance notice is not practical, you will be notified as soon as possible. You will also be advised of your right to file a complaint

with the FCC.

Your local telephone company may make changes in its facilities,

equipment, operations, or procedures that affect the proper functioning of this equipment. If they do, you will be notified in advance to give you an opportunity to maintain uninterrupted telephone service.

DOC Notification and Repair Information

The Canadian Department of Communications (DOC) label identifies certified equipment. This certification means that the equipment meets certain telecommunications network protective, operational, and safety requirements. The DOC does not guarantee the equipment will operate to the user’s satisfaction.

Before installing the equipment, users should ensure that it is permissible to connect it to the facilities of the local telecommunications company. The equipment must also be installed using an acceptable method of connection. In some cases, the company’s inside wiring for single-line individual service may be extended by means of a certified connector assembly (telephone extension cord). The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations.

Repairs to certified equipment should be made by an authorized Canadian maintenance facility designated by the supplier. Any repairs or alterations made by the user to this equipment, or any equipment malfunctions, may give

the telecommunications company cause to request the user to disconnect the

equipment. Users should ensure for their own protection that the electrical ground

connections of the power utility, telephone lines, and internal metallic water pipe

system, if present, are connected. This precaution may be particularly important in rural areas.

CAUTION:

Users should not attempt to make such connections themselves, but should contact the appropriate electrical inspection authority or electrician, as appropriate.

B-2 FCC Information

To prevent overloading, the Load Number (LN) assigned to each terminal device denotes the percentage of the total load to be connected to a telephone loop used by the device. The termination on a loop may consist of any combination of devices subject only to the requirement that the total of the Load Numbers of all the devices does not exceed 100.

DOC Certification No.: 230 3756A CSA Certification No.: LR 60486 Load No.: 7

Renseignements sur la notification du ministére des Communications du Canada et la réparation

L’étiquette du ministére des Communications du Canada identifie le matériel homologué. Cette étiquette certifie que le matériel est conforme à certaines

normes de protection, d’exploitation et de sécurité des réseaux de télécommunications. Le Ministére n’assure toutefois pas que le matériel fonctionnera à la satisfaction de l’utilisateur.

Avant d’installer ce matériel, l’utilisateur doit s’assurer qu’il est permis de le

raccorder aux installations de l’entreprise locale de télécommunication. Le matériel doit également être installé en suivant une méthode acceptée de

peuvent etre prolonges au moyen d’un dispositif homologue de raccordement. Dans certains cas, les fils intérieurs de l’enterprise utilisés pour un service

individuel à ligne unique peuvent être prolongés au moyen d’un dispositif homologué de raccordement (cordon prolongateur téléphonique interne). L’abonné ne doit pas oublier qu’il est possible que la conformité aux conditions énoncées ci-dessus n’empêchent pas la dégradation du service dans certaines situations. Actuellement, les entreprises de télécommunication ne permettent

pas que l’on raccorde leur matériel à des jacks d’abonné, sauf dans les cas précis prévus pas les tarifs particuliers de ces entreprises.

Les réparations de matériel homolgué doivent être effectuées par un centre d’entretien canadien autorisé désigné par le foumisseur. La compagnie de

télécommunications peut demander à l’utilisateur de débrancher un appareil à la suite de réparations ou de modifications effectuées par l’utilisateur ou à cause de mauvais fonctionnement.

Pour sa propre protection, l’utilisateur doit s’assurer que tous les fils de mise à la

terre de la source d’énergie électrique, des lignes téléphoniques et des

canalisations d’eau métalliques, s’il y en a, sent raccordés ensemble. Cette précaution est particuliérement importante dans les régions rurales.

AVERTISSEMENT:

L’utilisateur ne doit pas tenter de faire ces raccordements lui-même; il doit avoir racours à un service d’inspection des installations électriques, ou à un electrician, selon le cas.

FCC Information

B-3

L’indice de charge (IC) assigné à chaque dispositif terminal indique, pour éviter toute surcharge, le pourcentage de la charge totale qui peut être raccordée a un circuit téléphonique boucié utilisé par ce dispositif. La terminaison du circuit boucié peut être constituêe de n’importe quellie combinaison de dispositifs, pourvu que la somme des indices de charge de l’ensemble des dispositifs ne dépasse pas 100.

No d’homolagation: 230 3756A No de certification CSA: LR 60486 L’indice de charge: 7

B-4 FCC Information

Warranty Information

Repair Information

Outside the continental U.S., contact your local AT&T Authorized Dealer for warranty and repair information applicable to your system.

In-Warranty Repairs

If you purchased or leased your system directly from AT&T, AT&T will repair it free of charge during the one-year warranty period. Simply call the Helpline and ask for service.

Business-Day service is standard during the warranty period for both the control

unit and system phones. Business-Day service is performed during normal business hours. However, if you need 24-hour service protection during the warranty period on the control unit in case there is a major system failure, you

can purchase an Around-the-Clock service contract from your local AT&T sales office (1 800 247-7000 in the continental U.S. only). (Around-the-Clock service

is not available for phones.)

If you purchased or leased your system through an AT&T Authorized Dealer, contact your dealer for repairs.

Maintenance

C-1

Post-Warranty Repairs

If you purchased your system from AT&T and you have a post-warranty service contract, AT&T service is provided under the terms of that contract.

To significantly reduce unexpected repair costs after the warranty period, you can purchase a post-warranty service contract from AT&T. If you do not have a contract, AT&T service is provided on a time-and-materials basis by calling the Helpline. A contract provides to you, within the applicable coverage period and response times, service calls with no charge for parts and labor on covered repairs. Both Business-Day and Around-the-Clock coverages of varying lengths are available. To order a post-warranty service contract, call 1 800 247-7000 (in

the continental U.S. only). If you leased your system from AT&T, Business-Day service is included in your

lease. To upgrade to Around-the-Clock service, call 1 800-247-7000 (in the continental U.S. only).

If you purchased or leased your system through an AT&T Authorized Dealer, contact your dealer for repairs.

AT&T Limited Warranty and Limitation of Liability

AT&T warrants to you, the customer, that your system will be in good working order on the date AT&T or its authorized reseller delivers or installs the system, whichever is later (“Warranty Date”). If you notify AT&T or its Authorized Dealer within one year of the Warranty Date that your system is not in good working order, AT&T will without charge to you repair or replace, at its option, the system components that are not in good working order. Repair or replacement parts

may be new or refurbished and will be provided on an exchange basis. If AT&T determines that your system cannot be repaired or replaced, AT&T will remove the system and, at your option, refund the purchase price of your system or

apply the purchase price towards the purchase of another AT&T system. If you purchased your system directly from AT&T, AT&T will perform warranty

repair in accordance with the terms and conditions of the specific type of AT&T

maintenance coverage you selected. A written explanation of AT&T’s types of

maintenance coverage may be obtained from AT&T by calling 1 800 247-7000 (in the continental U.S. only). If you purchased your system from an AT&T Authorized Dealer, contact your reseller for the details of the maintenance plan applicable to your system.

This AT&T limited warranty covers damage to the system caused by power surges.

C-2 Maintenance

Unless otherwise expressly agreed to in a written agreement signed by AT&T, AT&T will not be responsible under this limited warranty for damages resulting from:

■

Failure to follow AT&T’s installation, operation, or maintenance instructions;

■

Unauthorized system modification, movement, or alteration;

■

Unauthorized use of common carrier communication services accessed

through the system;

■

Abuse, misuse, or negligent acts or omissions of the customer and persons under the customer’s control; or

■

Acts of third parties and acts of God.

AT&T’S OBLIGATION TO REPAIR, REPLACE, OR REFUND, AS SET FORTH ABOVE, IS YOUR EXCLUSIVE REMEDY.

EXCEPT AS SPECIFICALLY SET FORTH ABOVE, AT&T, ITS AFFILIATES, SUPPLIERS, AND DEALERS MAKE NO WARRANTIES, EXPRESS OR IMPLIED; AND SPECIFICALLY DISCLAIM ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

Limitation of Liability

Except as provided below, the liability of AT&T and its affiliates and suppliers for any claims, losses, damages, or expenses from any cause whatsoever (including acts or omissions of third parties), regardless of the form of action, whether in contract, tort, or otherwise, shall not exceed the lesser of: (1) the direct damages proven; or (2) the repair cost, replacement cost, license fee, annual rental charge, or purchase price, as the case may be, of the equipment that directly gives rise to the claim. Except as provided below, AT&T and its affiliates and suppliers shall not be liable for any incidental, special, reliance, consequential, or indirect loss or damage incurred in connection with the equipment. As used in this paragraph, consequential damages include, but are not limited to, the following: lost profits, lost revenues, and losses arising out of unauthorized use (or charges for such use) of common carrier telecommunications services or facilities accessed through or connected to the equipment. For personal injury caused by AT&T’s negligence, AT&T’s liability shall be limited to proven damages to person. No action or proceeding against

AT&T or its affiliates or suppliers may be commenced more than twelve (12) months after the cause of action accrues. THIS PARAGRAPH SHALL SURVIVE FAILURE OF AN EXCLUSIVE REMEDY.

Maintenance C-3

AT&T Partner Mail VS R1 Installation and Programming

Specifications and Main Features

Frequently Asked Questions

User Manual

About This Guide

Purpose

Terminology

How to Use This Guide

Product Safety Statements

How to Comment on This Guide

Reference Materials

Overview

Important Safety Instructions

Tutor Service

Voice Messaging Services

Automated Attendant Service

Automated Attendant Options

Music On Hold

Call Answer Service

Extension Coverage

CO Line Coverage

Voice Mailbox Transfer

Voice Mail Service

Voice Mailboxes

Guest Mailboxes

Summary of Fixed Settings

Installation

Important Safety Instructions

Before You Start

Installing the Voice Messaging System Module

Understanding Programming

Communications System Programming

Planning Forms

Using System Programming

The Programming Overlays

Programming Mode

Voice Messaging System Programming

Planning Forms

Using System Programming

The Programming Main Menu

Accessing the Programming Main Menu

Programming Guidelines

Initial Programming

Overview

Initial System Setup

VMS Hunt Group Extensions

Transfer Return Extensions

Voice Messaging System Programming

Automated Attendant Service

Programming the Menu Definition and Recording the Day Menu Prompt

Recording the Night Menu Prompt

Voice Mail Service

Deleting a Mailbox

Creating a Mailbox

Line Ownership

Assigning Line Ownership

Communications System Programming

Automated Attendant Service

Group Call Distribution

VMS Hunt Delay

VMS Hunt Schedule

Night Service

Call Answer Service

CO Line Coverage

Automatic VMS Cover

Telephone Button Programming

VMS Cover

Do Not Disturb

Voice Mailbox Transfer

Voice Mail Messages

Verifying System Operation

Voice Mail Service

Automated Attendant Service

Day Menu (Night Service button is off)

Night Menu (Night Service button is on)

Call Answer Service

Extension Coverage

CO Line Coverage

Initial Programming Flowchart

System Management