Avaya BCM 2.0 Voice Messaging User Manual

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Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

P0911620 Issue 02

Chapter 1 Introduction 13

About Enterprise Edge Voice Messaging 13 Basic Enterprise Edge Voice Messaging 13

Voice Messaging 13 Automated Attendant 13 Custom Call Routing (CCR) 13

Enterprise Edge Integrated Solution optional software 14

Enterprise Edge Message Networking 14 Enterprise Edge Unified Messaging 14

Enterprise Edge Call Center 15 How this guide is organized 16 Symbols and conventions 16 What appears on the display 16 Prerequisites 16 The Enterprise Edge Voice Messaging document set 17

Chapter 2 Using Enterprise Edge Voice Applications Manager 21

Overview 21 Enterprise Edge Voice Applications Manager installation overview 21

PC prerequisites 21 Installing the Enterprise Edge Voice Applications Manager client software

22 Starting the Enterprise Edge Voice Applications Manager client software

from a PC 23

Removing the Enterprise Edge Voice Applications Manager client software

Chapter 3 Setting up Enterprise Edge Voice Messaging 25

Overview 25 Who can use Enterprise Edge Voice Messaging 25 Using Enterprise Edge Voice Messaging with an Enterprise Edge two line

display telephone 25 Ending a session 26 Accessing your Personal Mailbox while away from the office 26 Interrupting a voice prompt 26 Recording greetings and prompts 27

Recording a greeting or prompt from your telephone handset 27 Recording a greeting or prompt from your PC 28 Locating a previously recorded greeting or prompt 28

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4 Contents

Chapter 4 Setting up an Automated Attendant 31

Overview 31 Greeting Tables 32

Company Greetings 34

Recording a Company Greeting 35

To record a Company Greeting: 35

Setting up a Greeting Table 35

Assigning greetings and CCR Trees to Greeting Tables 36 Setting the Business Hours 36 Assigning the language preference 37 Assigning the Greeting Table Attendant 37 Automated Attendant Menu 38

Recording a Custom Menu prompt 38 Changing the Enterprise Edge Voice Messaging language availability 39 Programming which lines are answered by Enterprise Edge Voice

Messaging 39

Assigning a Greeting Table and the number of rings before Enterprise

Edge Voice Messaging answers 40 Enabling Touchtone Gate 41 Setting up the fax answering extension 42 Enabling and disabling Enterprise Edge Voice Messaging 42

Chapter 5 Automated Attendant Status settings 45

Overview 45 Setting the Operator Status 45 Changing the Operator password 45 Changing the Operator default extension 46 Setting the Business Status 46 Making changes from a remote telephone 47 Changing the Business Status from a remote telephone 48 Changing a Company Greeting from a remote telephone 48 Setting the Answer Lines status 49 Setting the Return to Automated Attendant Status 50

Chapter 6 Overview of Mailboxes 53

Types of mailboxes 53

System Administrator Mailbox 53 General Delivery Mailbox 54 User Mailboxes 54 Guest Mailboxes 54

Information Mailboxes 54 Tools and materials 54 Terms and definitions 55

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Contents 5

Class of Service 56

Default values 57 Mailbox Overrides 58

Company Directory 59

Alternate extensions 59

Express Messaging Line 60

Call Screening 60

Message Waiting Notification 60

Outdial route 61

Chapter 7 Special Mailboxes: General Delivery and System Administrator 63

Overview 63

System Administrator Mailbox 64

General Delivery Mailbox 64

Classes of Service for Special Mailboxes 65 Setting up the System Administrator and General Delivery Mailboxes 65

Opening the mailboxes 65

Initializing the mailboxes 65

Recording the mailbox in the Company Directory 66

Recording the mailbox greeting 68

Selecting a Mailbox Greeting 69 Listening and responding to messages left in Special Mailboxes 70

Copying a message to another Mailbox 72

Replying to a message 73

Chapter 8 Creating Mailboxes 77

Overview 77

Tools and materials 77 User Mailboxes 77

Adding a User Mailbox 78 Adding multiple mailboxes 79 Guest Mailboxes 80

When to use Guest Mailboxes 80

Adding Guest Mailboxes 82 Information Mailboxes 83

When to use Information Mailboxes 83

Adding Information Mailboxes 84

Chapter 9 Changing and Deleting Mailboxes 85

Overview 85 Changing mailbox options 85 Deleting a mailbox 86

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6 Contents

Chapter 10 Mailbox Administration Tasks 87

Overview 87

Administering Special Mailboxes 87

Administering Personal Mailboxes 87 About mailbox passwords 88

Incorrect password lock-out 88

Password expiry 88 Enabling external initialization 89 Configuring the Company Directory 89 Setting up Outcalling Channels 90

Designating the number of channels for Off-premise Message

Notification and Outbound Transfer 90 Enabling and disabling the General Delivery Mailbox 90 Setting up the Operator’s Mailbox 91 Broadcast and Group messages 91

Sending Broadcast Messages 91 Sending Group Messages 92 Preparing a Group List 93 Adding a Group List 94 Changing a Group List 94 Changing the Group List leading digit 95 Deleting a Group List 96 Sending a Group Message 96

Caller ID (CLID) 97

Chapter 11 Mailbox feature codes 99

Overview 99 Programming a memory button 100

Chapter 12 Overview of Custom Call Routing 103

Planning and designing a CCR Tree 106 About the CCR Tree structure 106

Next Action 108

Chapter 13 Building, saving, and assigning a CCR Tree 109

Overview 109

Tools and materials 109

Beginning a new CCR Tree and recording the Home node voice prompt

109

Beginning to build a new Tree 110 Adding a sub-node to a Menu node 111 Adding an Information Mailbox 113 Adding a Mailbox node 114

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Adding a Transfer 115

Adding a Transfer to an internal extension 115

Adding a Transfer to an external number 115 Saving a CCR Tree 117 Assigning a CCR Tree 117 Testing a CCR Tree 117

Chapter 14 Changing or deleting a CCR Tree 119

Overview 119

Tools and materials 119

Precautions 119 Saving a CCR Tree to a file 119 Disabling a CCR Tree 120 Changing the Home node menu 120 Changing a Sub-node 121 Moving a node 121 Deleting a menu 121 Deleting a Tree 122

Contents 7

Chapter 15 Enterprise Edge Voice Messaging Reports 125

Overview 125 Directory Report 126 Numeric Mailbox Report 126 System Group List Report 126 Mailbox Activity Report 127 Caller ID (CLID) Report 127 Dialing Translation Report 127 Alarm Report 127 Custom Call Routing Report 127 Enterprise Edge Voice Messaging Call Handling and Port Usage Report

128

Enterprise Edge Voice Messaging Call Handling and Port Usage Report

Part 1 128

Enterprise Edge Voice Messaging Call Handling and Port Usage Report

Part 2 128

System Configuration Report 128

System Configuration Report, Part 2 128

System Configuration Report, Part 3 129

System Configuration Report, Part 4 129

Fax On Demand Usage Report 129

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8 Contents

Chapter 16 Enterprise Edge Voice Messaging Troubleshooting 131

Overview 131 System trouble 131

Automated Attendant does not answer calls 131

Call display information is lost 131

The Automated Attendant transfers some callers to the General Delivery

Mailbox 132 Greetings are played at the wrong time of day 132 Greetings are played on the wrong line 132 A telephone cannot be forwarded to Enterprise Edge Voice Messaging

132 Feature 981 produces a Log prompt on the Enterprise Edge display 132 Mailbox owner is unable to reply to an external caller, use Off-premise

Message Notification or Outbound Transfer 133

Operating trouble 134

Personalized Greetings do not play 134 Mailboxes are not accepting messages 134 Messages are being lost in a mailbox 134 A mailbox owner lost the mailbox password 134 A mailbox owner cannot access their mailbox 134 A mailbox is not in the Company Directory 135 Calls are answered by the wrong mailbox 135 A mailbox cannot be added to Enterprise Edge Voice Messaging 135 You cannot enter a name for a mailbox 135 Incomplete messages are received in a mailbox or “Message delivered”

plays while recording a message, or a Enterprise Edge Voice Messaging session ends unexpectedly 135

You cannot create a Group List 135

Custom Call Routing (CCR) trouble 136

The Tree cannot be deleted 136 The Tree cannot be enabled 136 The Mailbox is full 136 Deleting a mailbox 136

Appendix A: Dialing Translation 139

Overview 139

How the Dialing Translation Table works 139 Phone number translation 139 Network Access 141 Dialing Translation Parameters 141

Setting the Dialing Translation Parameters 142 Building a Dialing Translation Table 143 Reviewing entries in the Dialing Translation Table 143 Changing an entry in the Dialing Translation Table 144 Deleting a Dialing Translation Table entry 144

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Contents 9

Appendix B: Enterprise Edge Configuration Tips 145

Overview 145 Delayed answering by the Enterprise Edge Voice Messaging Automated

Attendant 145 Ringing lines and answer buttons 145 Ringing Answer Button 146 Using Call Forward All Calls (CFAC) and Call Forward No Answer

(CFNA) 146 Sample Enterprise Edge Voice Messaging setups 146

Setting Up for a small company 147 Setting Up for a medium sized company 148

Feature Compatibility 151

Appendix C: Resetting Enterprise Edge Voice Messaging 155

Overview 155 Resetting Enterprise Edge Voice Messaging 155

Glossary 157

Index 165

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10 Contents

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Section I - Getting started

• Introduction

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Introduction

About Enterprise Edge Voice Messaging

Enterprise Edge Voice Messaging works with your Enterprise Edge telephone system and Enterprise Edge Voice Applications Manager, the Administration software, to give you easy access to administering Enterprise Edge.

For more information on installing and using Enterprise Edge Voice Applications Manager see Appendix B: Enterprise Edge Configuration Tips on page 145.

Enterprise Edge Voice Messaging is available in two different packages: basic and optional.

Basic Enterprise Edge Voice Messaging

The following is a brief description of the basic Enterprise Edge Integrated Solution software.

Voice Messaging

Accurately records callers’ messages and stores them in a mailbox for easy retrieval. Each Enterprise Edge telephone in your system can have its own mailbox and personal greeting.

Automated Attendant

Answers your business calls promptly, 24 hours a day, with a Company Greeting. A voice prompt offers callers a menu of options to direct their call by selecting a digit on the dialpad.

Custom Call Routing (CCR)

Enhances the Automated Attendant menu with a customized CCR Home Menu to offer callers a wider range of call routing options and access to sub-menus as well as information messages. CCR allows you to determine the menu options and record the voice prompts that guide callers along call paths.

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14 Introduction

Enterprise Edge Integrated Solution optional software

Enterprise Edge Integrated Solution optional software includes all the features of Enterprise Edge Voice Messaging and the following components that enhance your office communications.

Enterprise Edge Message Networking

Enterprise Edge Message Networking links Enterprise Edge Voice Messaging or other voice mail systems at different locations. Message Networking allows the exchange of Voice Messages between users at different sites connected on a network via Transmission Control Protocol/Internet Protocol (TCP/IP).

Audio Messaging Interchange Specification (AMIS) Networking and Digital Networking

Includes General Networking parameters, Audio Messaging Interchange Specification (AMIS)-specific parameters and AMIS Site Administration. Refer to the Enterprise Edge 2.0 Voice Messaging AMIS Set Up and Operation Guide for information about AMIS Networking. For information about digital networking, refer to the Enterprise Edge 2.0 Message Networking Set Up and Operation Guide.

Enterprise Edge Unified Messaging

Enterprise Edge Unified Messaging consists of three features:

• Enterprise Edge Unified Messaging

• Enterprise Edge Personal Mailbox Manager

• Enterprise Edge Operator Manager

Enterprise Edge Unified Messaging

Enterprise Edge Unified Messaging lets you create and receive Enterprise Edge Voice Messaging messages on your personal computer (PC).

Enterprise Edge Personal Mailbox Manager

Enterprise Edge Personal Mailbox Manager lets you administer from a PC all the mailbox features and functions that are available through ƒ·°⁄. Enterprise Edge Personal Mailbox Manager gives you the ability to:

• Initialize your personal mailbox

• Record your primary, personal and alternate greetings

• Select your primary, personal and alternate greetings

• Change your spoken name that appears in the Company Directory

• Change your Target Attendant

• Set up and maintain Off-premise Message Notification

• Set up and maintain Outbound Transfer

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Introduction 15

Enterprise Edge Personal Mailbox Manager also gives the System Administrator access to Information Mailboxes, the System Administrator Mailbox, the Business Open status tab and the record Company Greetings tab.

Enterprise Edge Operator Manager

Enterprise Edge Operator Manager lets the System Administrator administer from a PC the Enterprise Edge Voice Messaging features and functions that are available through ƒ·°¤. Enterprise Edge Operator Manager gives you the ability to:

• Change the Operator password

• Change the Business Status to open or closed

• Enable and disable the system attendant (Operator)

• Change the extension of the system attendant (Operator)

• Enable and disable the Enterprise Edge Voice Messaging Call Answer feature (Automated Attendant and call answering)

Enterprise Edge Call Center

The Enterprise Edge Call Center system handles incoming calls as efficiently and economically as possible. Incoming calls are distributed to available agents or to Enterprise Edge Call Center greetings in your call center. To ensure that each call is handled successfully, the Enterprise Edge Call Center system answers, plays greetings and routes each incoming call to the first available agent in the order of the call’s arrival.

Enterprise Edge Call Center is an Enterprise Edge Voice Messaging system option that is enabled with a Security Keycode.

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16 Introduction

How this guide is organized

This guide leads a System Administrator through setting up the Enterprise Edge Voice Messaging system and serves as an ongoing reference aid. The instructions in this guide are presented in easy-to-follow steps that cover all aspects of setting up and administering your Enterprise Edge Voice Messaging system.

This section tells you what to expect as you read the guide, and how information is presented.

The Appendices at the back of this guide include detailed information on topics relevant to setting up and operating the Enterprise Edge Voice Messaging system.

Symbols and conventions

The following conventions and symbols are used to describe the words that appear on the telephone display and dialpad.

Convention/Symbol Example Purpose

Display font, mixed case

Display font, word in capital letters and underlined

Dialpad buttons

Pswd:

MBOX

Display prompts. Used on one- and twoline display telephones. You must perform an action in response to the prompt.

Display button option. Appears on two-line display telephones directly below the option on the display to proceed.

Represents the buttons you press on the dialpad to select a particular option.

only. Press the button

What appears on the display

The telephone displays in this guide use the Enterprise Edge Voice Messaging default settings and sample names.

For example:

This display shows an example of the Enterprise Edge Voice Messaging extension number.

Prerequisit es

Before you set up Enterprise Edge Voice Messaging, ensure you are familiar with how Enterprise Edge Voice Applications Manager works.

Set 2100 OK

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The Enterprise Edge Voice Messaging document set

Document Audience Description

Enterprise Edge 2.0 Voice Messaging Quick Reference Guide

Enterprise Edge 2.0 Voice Messaging Reference Guide

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

Enterprise Edge 2.0 Voice Messaging Programming Record

Enterprise Edge 2.0 Voice Messaging AMIS Set Up and Operation Guide

Enterprise Edge 2.0 Voice Messaging AMIS User Guide

Enterprise Edge 2.0 Voi ce Messaging FAX Set Up and Operation Guide

Enterprise Edge 2.0 Voi ce Messaging FAX User Guide

All users Describes how to use the most

common Enterprise Edge Voice Messaging commands and features.

All users A more detailed, procedural

description of the Enterprise Edge Voice Messaging commands and features available to end users.

System Administrator

All users Information about programmin g

System Administrator

All users Information about programmin g

Instructions for setting up, programming, and operat ing the Enterprise Edge Voice Messaging system.

Planning sheets to support the Enterprise Edge Voice Messaging System Administrator programming tasks.

Instructions for setting up and programming the optional AMIS software.

and using the optional AMIS software.

Instructions for setting up and programming the optional FAX software.

and using the optional FAX software.

Introduction 17

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Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Section II - Preparing Enterprise Edge

Voice Messaging for use

• Using Enterprise Edge Voice Applications Manager

• Setting up Enterprise Edge Voice Messaging

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Using Enterprise Edge Voice Applications Manager

Overview

Enterprise Edge Voice Applications Manager is a Windows® based application that lets the System Administrator set up and administer Enterprise Edge Voice Messaging features.

Enterprise Edge Voice Applications Manager can be accessed by clicking the Enterprise Edge Voice Messaging icon on the Enterprise Edge Voice Applications Manager window.

You can also install Enterprise Edge Voice Applications Manager on any PC that is connected to the same Transmission Control Protocol/Internet Protocol (TCP/IP) based local area network as the Enterprise Edge server.

Note: To record voice prompts or greetings using Enterprise Edge Voice

Applications Manager from a PC, the PC must have voice recording capabilities, including a sound card, microphone and speakers.

Enterprise Edge Voice Applications Manager installation overview

To use this guide, you must be familiar with Enterprise Edge and Enterprise Edge Voice Messaging terminology as well as the Windows® operating system.

PC prerequisites

Your PC must meet the following requirements before you install the Enterprise Edge Voice Applications Manager client software:

• Your PC must be running Windows®95, Windows®98 or Windows® NT.

• If Enterprise Edge Voice Applications Manager is to be connected over a local area network, your PC must be equipped with the required hardware and configured to access the same local area network the Enterprise Edge server is on.

• Your PC requires at least 2 MB of free disk space to install the Enterprise Edge Voice Applications Manager client software.

• You must have installed DCOM95 for Windows 95 on your PC. If you do not have DCOM95 installed, you can download it from the Microsoft website at http://www.microsoft.com

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22 Using Enterprise Edge Voice Applications Manager

Installing the Enterprise Edge Voice Applications Manager client software

To install the Enterprise Edge Voice Applications Manager software:

1. Exit any Windows-based programs that are running.

2. On the taskbar, click the Start button, point to Find and then click Computer. The Find: Computer dialog box appears.

3. In the Named list box, type the name of the Enterprise Edge server or select the Enterprise Edge server from the list. If you do not know the name, ask your System Administrator.

4. Click the Find Now button. The Enterprise Edge server icon appears in the list below.

5. Double-click the Enterprise Edge server icon. The Enterprise Edge server window opens.

6. Double-click the NortelDT folder.

7. Double-click the Enterprise Edge Voice Applications Manager folder.

8. Double-click the Setup.exe file.

9. Follow the instructions on the display to complete the installation.

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Using Enterprise Edge Voice Applications Manager 23

Starting the Enterprise Edge Voice Applications Manager client software from a PC

To start the Enterprise Edge Voice Applications Manager client software from a PC:

1. Click Start, point to Programs, point to Enterprise Edge Voice

Applications Manager and then click Enterprise Edge Voice Applications Manager.

The Administration Password dialog box appears.

2. In the Server Name or IP Address box, type your Enterprise Edge server Name or IP Address.

3. In the Administration Password box, type your System Administrator Mailbox number and password combination and click the OK button. For information on the System Administrator Mailbox number and password combination refer to System Administrator and General Mailbox mailbox

number and password combinations on page 65.

The Enterprise Edge Voice Applications Manager menu appears.

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24 Using Enterprise Edge Voice Applications Manager

Removing the Enterprise Edge Voice Applications Manager client software

To remove the Enterprise Edge Voice Applications Manager client software from your PC:

1. Click Start, point to Settings and then click Control Panel. The Control Panel window appears.

2. Double-click Add/Remove Programs.

3. From the list, select Enterprise Edge Voice Applications Manager and click the Add/Remove button. A message appears that asks you to confirm the deletion.

4. Click the Yes button. The Uninstall program removes the items associated with Enterprise Edge Voice Applications Manager. This procedure takes several seconds.

The Enterprise Edge Voice Applications Manager client software is now removed from your PC.

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Setting up Enterprise Edge Voice Messaging

Overview

This chapter includes information about:

• Who can use Enterprise Edge Voice Messaging

• Using Enterprise Edge Voice Messaging with an Enterprise Edge two line display telephone

• Ending a session

• Accessing your Personal Mailbox while away from the office

• Interrupting a voice prompt

• Recording prompts and greetings

Who can use Enterprise Edge Voice Messaging

Enterprise Edge Voice Messaging can be used by any outside caller and by mailbox owners in your company. Inside your office, Enterprise Edge Voice Messaging can be used from any touch tone phone connected to your Enterprise Edge system. Mailbox owners who are away from the office can use Enterprise Edge Voice Messaging can from any touch tone phone.

Incoming calls from a rotary dial telephone are transferred to your company Receptionist or designated Operator. If the Operator is not available, the caller is directed to the General Delivery Mailbox.

When using Enterprise Edge Voice Messaging from a Enterprise Edge telephone, a mailbox owner must first enter a feature code. For more information about feature codes, refer to Mailbox feature codes on page 99.

Using Enterprise Edge V oice Messag ing with an Enterprise Edge two line display telephone

The display on Enterprise Edge two line display telephones provides information about commands and options available when you are using Enterprise Edge Voice Messaging.

The display can show up to three display button options at once. In some instances, you must wait for the voice prompt to play the other available options. When options are played by the voice prompt and the corresponding button does not appear on the display, you must select the option using the numbers on the dialpad.

The Enterprise Edge two line display display is shown in the figure Enterprise Edge

two line display on page 26.

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26 Setting up Enterprise Edge Voice Messaging

Enterprise Edge two line display

Display prompt Display options

Display b utton

Pswd: OTHR RETRY OK

Ending a session

To exit from a Enterprise Edge Voice Messaging session:

• hang up the handset

• or press

Accessing your Personal Mailbox while away from the office

When you are away from the office, you can access Enterprise Edge Voice Messaging from the dialpad of any touch tone telephone. To access your Personal Mailbox, press ••, or in the UK press °°, while your Personal Greeting plays. Enter your Personal Mailbox number and password combination and follow the voice prompts.

After you listen to your messages, the messages you have not deleted are automatically saved.

A mailbox owner has a limited number of incorrect password attempts when trying to open a Personal Mailbox while away from the office. The system disconnects the call after three incorrect attempts.

Interrupting a voice prompt

Each command shown on the telephone display is accompanied by a voice prompt. On an Enterprise Edge two line display telephone, the voice prompt plays after a five-second delay. If you do not select an option, the call is disconnected. On an Enterprise Edge one line display telephone, the voice prompt plays immediately. If you do not select an option within an additional five seconds, the voice prompt replays the options before the session ends.

Enterprise Edge Voice Messaging voice prompts provide the same options as the display button options, and additional options not on the display. When the voice prompt plays the available options, it announces the dialpad buttons that invoke the options.

When the voice prompt announces a display option with a corresponding dialpad button, you can use the display button or the number on the dialpad. Either button invokes the selected option.

A user can stop a voice prompt by pressing £. A user cannot interrupt a prompt that is informing the user of an error.

A user can press • to return to the previous display prompt. There are no voice prompts for configuration options. All configuration commands

and options appear on an Enterprise Edge two line display telephone.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Recording greetings and prompts

To record greetings and prompts, click the Voice button and record greetings and prompts from your PC or Enterprise Edge telephone, or locate previously recorded greetings and prompts.

The PC you use to record prompts and greetings must have a sound card, speakers and a microphone.

The telephone you use to record prompts and greetings must be a telephone on your Enterprise Edge system.

You can use your PC or Enterprise Edge telephone to record:

• Automated Attendant prompts and greetings. See Recording a Company Greeting on page 35 and

Recording a Custom Menu prompt on page 38.

• Mailbox prompts and greetings. See Adding a Group List on page 94.

• CCR prompts and greetings. See Beginning to build a new Tree on page 110

Adding a Menu sub-node on page 112 and Adding an Information Mailbox on page 113.

Setting up Enterprise Edge Voice Messaging 27

Recording a greeting or prompt from your telephone handset

1. Click the Voice button. The dialog box you can record greetings and prompts from appears.

2. In the Set is box, type the extension number of the Enterprise Edge telephone you are using to record the greeting or prompt.

3. Click the Record button. The telephone rings.

4. Pick up the handset. After the tone, record your greeting or prompt.

5. After you finish recording the greeting or prompt, click the Stop button.

6. To listen to the greeting or prompt, click the Play button.

7. Click the Close button and replace the telephone handset. A message appears that asks you to confirm that you want to save the recording.

8. Click the Yes button to save the changes. You return to the dialog box.

9. Record another greeting or prompt or click the Close button.

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28 Setting up Enterprise Edge Voice Messaging

Recording a greeting or prompt from your PC

To record a greeting or prompt using Enterprise Edge Voice Applications Manager from a PC, the PC must have voice recording capabilities, including a sound card, microphone and speakers.

1. Click the Voice button. The dialog box you can record greetings and prompts from appears.

2. At the PC Microphone and Speakers option, click the Record button. The Sound Recorder dialog box appears.

3. Click the Record button to record the greeting or prompt.

4. After you finish recording the greeting or prompt, click the Stop button.

5. Click the Close button to close the Sound Recorder. A message appears that asks you to confirm that you want to save the recorded file.

6. Click the Yes button on the next two dialog boxes to save the recording.

7. Click the Close button to return to the dialog box.

8. Click the OK button to close the dialog box.

Locating a previously recorded greeting or prompt

1. Click the Voice button. The dialog box you can locate the greeting or prompt from appears.

2. Click the Advanced button. The dialog box expands to show the Upload Voice and Download Voice options.

3. If you know the location of the greeting or prompt, in the Load from File box type the location of the file and click the Load from File button or if you do not know the location of the greeting or prompt, at the Upload Voice option, click the Browse button and follow steps 4 through 8. The Open dialog box appears.

4. From the Look in list, select the location of the file.

5. In the File name box, type the file name.

6. From the Files of type list, select the file type.

7. Click the Open button.

8. Click the Close button and then click the OK button to accept the greeting or prompt.

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Section III - Automated Attendant

• Setting up an Automated Attendant

• Automated Attendant Status settings

P0911620 Issue 02 Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

Setting up an Automated Attendant

Overview

The Automated Attendant provides a convenient means of answering your company’s incoming telephone lines with a prerecorded greeting selected from the Greeting Table, according to the time of day.

You can record and assign different greetings to the Greeting Tables. You can also specify which greeting plays for particular lines. For example, you can program the system so that callers hear one greeting when they call the sales line, and a different greeting when they call the customer support line.

After the greeting, the Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone. You can also customize this menu to provide a different selection of options for callers.

If you want to offer a greater range of options and services for incoming calls, you can assign a Custom Call Routing (CCR) menu instead of the Automated Attendant Menu.

Automated Attendant answering overview

Incoming call

Receptionist

answers

Custom Call Routing

Home Menu options play

Voice Attendant

answers

Company Greeting

plays

Voice Attendant

Menu options play

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32 Setting up an Automated Attendant

This chapter contains information and procedures on:

• recording your company Greetings

• setting up a Greeting Table

• assigning greetings to the table

• creating a custom menu

• adding an Alternate Language for your greetings

• assigning the Greeting Table Attendant

• assigning a Custom Call Routing menu

• programming the business hours for the Automated Attendant

• programming which lines are answered by Enterprise Edge Voice Messaging

• setting the number of rings before Enterprise Edge Voice Messaging answers

You can revise the Automated Attendant settings to reflect changes in your office. This section also contains information on:

• viewing and changing which lines are answered by Enterprise Edge Voice Messaging

• enabling or disabling the Touchtone Gate option

• enabling or disabling the Enterprise Edge Voice Messaging option

Other options available are explained elsewhere in this guide, such as changing the Company Directory status for a mailbox and adding or changing a Caller ID (CLID) Dialing Table.

Greeting Tables

The Greeting Tables store the recordings played by the Automated Attendant to incoming callers. Enterprise Edge Voice Messaging provides four Greeting Tables numbered 1 to 4.

You can record a total of 40 Company Greetings, but only four greetings can be assigned a Greeting Table at any one time. You can assign the same four greetings to each table, or you can assign unique greetings to each table.

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Setting up an Automated Attendant 33

The following shows an example of how Greetings can be assigned to the tables.

Greeting Type Table 1 Table 2 Table 3 Table 4

Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13 Afternoon Greeting 2 Greeting 6 Greeting 10 Greeting 14 Evening Greeting 3 Greeting 7 Greeting 11 Greeting 15 Non-business Greeting 4 Greeting 8 Greeting 12 Greeting 16

We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 through 40 as special greetings.

Each Greeting Table is divided into four sections, based on the time of day. The following shows the default times assigned to the sections.

Greeting type Default start times

Morning 12:00 am Afternoon 12:00 pm Evening 6:00 pm Non-business 6:00 pm

If default hours are used, the Non-business Greeting is not heard by the caller.

The Non-b usiness Greet ing can be tur ned on and off using the Busi ness Status feature.

Greeting Tables using the Alternate Language

If you use a Primary and an Alternate Language, we recommend that you assign one Greeting Table to the Alternate Language. For example, if your company has two incoming lines and you want to assign a line to the Alternate Language, you must assign the line to a Greeting Table that has all the greetings recorded in the Alternate Language. This means you can record greetings 5, 6, 7 and 8 in the Alternate Language and assign the greetings to Greeting Table 2 for line 2.

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34 Setting up an Automated Attendant

Company Greetings

Before you record your company Greetings, determine the type of greetings to be used on the different incoming telephone lines and what you want the greetings to say. You must prepare at least four greetings. As you record your greetings, number them from 1 to 4.

The four greetings reflect the Morning, Afternoon, Evening and Non-business hours. For example:

1) Morning Greeting:

2) Afternoon Greeting:

3) Evening Greeting: “

4) Non-business Greeting: “

“Good morning. You have reached Touchstone Marketing

“Good afternoon. You have reached Touchstone Marketing

Good evening. You have reached Touchstone

Marketing

You have reached Touchstone Marketing. Our business hours are Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message. Thank you for calling

.”

Greetings 1 through 4 are assigned by default to all Greeting Tables. This means that Greeting 1 is played as the Morning Greeting for Greeting Tables 1, 2, 3 and 4.

If you use only one Greeting Table, the numbered greetings you record from 1 to 4 play automatically. You do not have to assign Greetings 1 to 4 to the Table, but you must select the language preference.

If you use a Primary and Alternate Language, it is a good idea to record the option

· instruction in the Alternate Language. For example, if you use English as your Primary Language and French as your Alternate Language, your main greeting is in English and the option · instruction is in French. For example:

“Good morning. This is Touchstone Marketing. To use our voice messaging service in French, press ·.”

Since the default Automated Attendant Menu prompt does not announce an Alternate Language Option, your Greeting must instruct a caller to press · to use the Alternate Language.

Company Greetings can be 1 to 10 minutes in duration. If you need to change the greeting duration, you must change the Class of Service assigned to the System Administrator Mailbox. For information on how to change the setting, refer to

Changing mailbox options on page 85.

After you determine what your Greetings are, practice recording them. Remember to speak slowly and clearly, at a pace that is easy to understand.

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Recording a Company Greeting

To record a Company Greeting:

1. Click the Auto Attendant menu and then click Company Greetings.

The Company Greetings dialog box appears.

2. Click the number of the greeting you want to record.

3. Follow the steps in Recording a greeting or prompt from your telephone

handset on page 27 to record a greeting from your telephone handset

or follow the steps in Recording a greeting or prompt from your PC on page 28 to record a greeting from your PC or follow the steps in Locating a previously recorded greeting or prompt on page 28 to select a previously recorded greeting.

Setting up an Automated Attendant 35

Setting up a Greeting Table

To set up a Greeting Table, complete the following procedures to:

• assign a greeting and a CCR Tree to a Greeting Table Note: You must build a Custom Call Routing (CCR) Tree before you can

assign it.

• set your company’s Business Hours

• assign a language preference

• assign a Greeting Table Attendant

• record Custom Menu prompts, if you want to replace the default Automated Attendant Menu.

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Assigning greetings and CCR Trees to Greeting Tables

For each Greeting Table you can assign what greeting plays and what CCR Tree calls route to depending on the time of day. Assigning a CCR Tree to a Greeting Table is optional. You must build a CCR Tree before you can assign it.

If you do not assign a CCR Tree to a Greeting Table, the caller hears the greeting you assign and then hears the Automated Attendant menu prompt. If you assign a greeting and a CCR Tree to a Greeting Table, the caller hears the greeting you assign and is routed to a CCR Tree.

To assign greetings and CCR Trees to a Greeting Table:

1. Click the Auto Attendant menu, point to Greeting Table and click the number of the Greeting Table you want to configure. The Greeting Table Setup dialog box appears with the Routing tab open.

2. At the Greeting option, in the Morning, Afternoon, Evening and Nonbusiness boxes, type the greeting numbers you want to use.

3. At the CCR Tree option, select from each list box the CCR Tree you want calls to route to for each time of day. If you do not want calls to route to a CCR Tree, select None from the list box.

4. Click the OK button.

Setting the Business Hours

Setting the Business Hours determines when greetings and CCR Trees apply to Greeting Tables. Business Hours are divided into the categories of Morning, Afternoon, Evening and Non-business for each day of the week for each Greeting Table.

To set the Business Hours:

1. Click the Auto Attendant menu, point to Greeting Table and then click the Greeting Table you want to configure. The Greeting Table Setup dialog box is displayed.

2. Click the Hours tab.

3. From the list box, select the day of the week you want to configure.

4. Use the arrows to select a start time in the Morning, Afternoon, Evening and Non-business boxes.

5. Click the OK button.

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Setting up an Automated Attendant 37

To set up the days when your business is not open, set the Non-business start time to 12:00 a.m. Then set the Morning, Afternoon and Evening start times to 11:59 p.m. so that the Non-business greeting plays throughout the day.

You can turn the Non-business greeting on or off using the Business Status feature. If you set the Business Status to off, the Non-business greeting continues to play until you set the Business Status to on. For information on setting the Business Status, see Setting the Business Status on page 46 and Changing the Business Status

from a remote telephone on page 48.

Assigning the language preference

When all your greetings are assigned to the Greeting Table, you can assign the language preference. You can change the language preference at any time. You can set the language preference for each Greeting Table. This setting determines which language the Automated Attendant uses when answering incoming calls. If the Enterprise Edge Voice Messaging Bilingual option is set to No, you do not assign a language preference.

To assign an language preference:

1. Click the Auto Attendant menu, point to Greeting Table and then click the Greeting Table you want to configure. The Greeting Table Setup dialog box appears.

2. Click the Answering tab.

3. At the Language Preference option, select Primary to use the Primary Language or select Alternate to use the Alternate Language.

4. Click the OK button.

Assigning the Greeting Table Attendant

Assigning the Greeting Table Attendant overrides the designated Operator. If the Attendant does not answer, the call goes to the destination mailbox. If there is no mailbox, the call goes to the General Delivery Mailbox.

To assign the Greeting Table Attendant:

1. Click the Auto Attendant menu, point to Greeting Table and then click the Greeting Table you want to configure. The Greeting Table Setup dialog box appears.

2. Click the Answering tab.

3. In the Attendant Extension box, type the extension of the Greeting Table Attendant.

4. Click the OK button.

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38 Setting up an Automated Attendant

Automated Attendant Menu

The Automated Attendant Menu plays after the company Greeting, and when a mailbox owner accesses the Automated Attendant.

The default Automated Attendant Menu informs the caller: “Using the dialpad,

please enter the extension you wish to call. To use the directory, press £. To leave a message, press •. To reach an Operator, press ‚.”

Recording a Custom Menu prompt

If the Automated Attendant Menu prompt is set to No, you must record a Custom Menu prompt to replace the prerecorded one. You can record a prompt from your PC or your telephone handset, or you can select a previously recorded prompt.

When you record a Custom Menu prompt you can provide the caller with a list of options such as choosing the Alternate Language, accessing the Company Directory or reaching an Operator. Each Greeting Table has two Custom Menu prompts for a Primary and Alternate prompt.

Remember to speak slowly and clearly, at a pace that is easy to understand. To record a Custom Menu prompt:

1. Click the Auto Attendant menu, click Greeting Table and click the Greeting Table you want to record a prompt for. The Greeting Table Setup dialog box appears.

2. Click the Answering tab.

3. At the Custom Auto Attendant Menu Prompts option, select the Enable check box.

4. Follow the steps in Recording a greeting or prompt from your telephone

handset on page 27 to record a greeting from your telephone handset

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Setting up an Automated Attendant 39

Changing the Enterprise Edge Voice Messaging language availability

The Automated Attendant language is set when Enterprise Edge Voice Messaging is installed.

If you set the Enterprise Edge Voice Messaging bilingual option to No, there is no Alternate Language capability, and all the Classes of Service are assigned the Primary Language selected. This means that a caller who presses · when using the Automated Attendant is told that the command is not recognized.

To change the Enterprise Edge Voice Messaging language availability and the Primary and Alternate Languages:

1. Click the Options menu and then click System Parameters. The System Parameters dialog box appears.

2. At the Bilingual option, select Yes to enable the Alternate Language or select No to disable Alternate Language capability.

3. From the Primary Language list box, select the Primary Language you want to use.

4. From the Secondary Language list box, select the Secondary Language you want to use. The Secondary Language cannot be the same as the Primary Language.

5. Click the OK button.

Programming which lines are answered by Enterprise Edge Voice Messaging

Enterprise Edge Voice Messaging is able to answer all of your incoming lines, or just the lines you specify. Before Enterprise Edge Voice Messaging answers an incoming line, you must assign the line and set the Answer status to Yes. The maximum number of lines is 500.

You can assign Enterprise Edge Voice Messaging to answer incoming calls after a specified number of rings. The number of rings ranges from 0 (zero) to 12. If the number of rings is left at zero, Enterprise Edge Voice Messaging answers immediately.

For lines equipped with Caller ID (CLID), you must assign the number of rings to two or more. CLID is not provided until just prior to the second ring, so assigning the number of rings to zero or one prevents CLID from being relayed. Without CLID, Personalized Greetings and other features related to CLID do not function.

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Assigning a Greeting Table and the number of rings before Enterprise Edge Voice Messaging answers

1. Click the Auto Attendant menu, and then click Lines. The Line Administration dialog box appears.

2. Click the line number you want to configure.

3. Click the Change button.

4. At the Answer option, select AA.

5. In the Table Number box, type the Greeting Table number you want to assign to the line selected.

6. In the Number of Rings box, type the number of rings before Enterprise Edge Voice Messaging answers.

7. Click the OK button. Repeat steps 3 through 7 for each line you want to configure.

8. Click the Close button.

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Enabling Touchtone Gate

The Touchtone Gate option allows you to speed up routing incoming calls. When you enable Touchtone Gate, you can choose to have the standard voice

prompt play or you can record your own custom prompt. If you choose the standard prompt, the following voice prompt plays after your company greeting: “If you are

calling from a touch tone phone, please press ⁄ now. If you are a rotary caller, please hold and you will be transferred.”

Note: If you want to use a custom voice prompt, you must record it before

enabling Touchtone Gate. It is recommended that you use Greeting 40 as the custom Touchtone Gate voice prompt. When you enable Touchtone Gate, Greeting 40 is the default custom voice prompt. For more information on recording Greetings, refer to Recording a Company Greeting on page 35.

If the caller presses ⁄ on the telephone dialpad, the call proceeds to the Automated Attendant or CCR Tree. If no tone is received, the call is sent back to the Receptionist or designated Operator specified by the Greeting Table. If the attendant is not available, the call is directed to the General Delivery Mailbox. If this is not available, the call is disconnected.

Setting up an Automated Attendant 41

The Touchtone Gate voice prompt is not presented to internal callers or while using Feature 981 or Feature 986.

If you disable Touchtone Gate re-record the Company Greeting to include “If you

are calling from a touch tone phone, please dial the extension or press £ for the company directory. If not, please hold and you will be transferred to the operato r.”

To enable or disable Touchtone Gate:

1. Click the Auto Attendant menu and then click General AA Parameters. The General Auto Attendant Parameters dialog box appears.

2. At the Touchtone Gate option: select None to disable Touchtone Gate or select Standard to enable the default prompt or select Custom and enter the number of the customized prompt.

3. Click the OK button.

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Setting up the fax answering extension

This feature allows a caller to use the autosend feature on their fax machine to send faxes to the Enterprise Edge Voice Messaging system. The Automated Attendant recognizes the fax tone and automatically sends the fax messages to the fax answering extension fax machine for printing. The fax answering extension must be a valid Enterprise Edge extension. The fax answering extension is empty by default.

Note: The fax answering extension fax machine must be connected to an

Enterprise Edge ATA 2 or an Analog Station Module.

To assign a fax answering extension:

1. Click the Fax menu. The Fax Parameters dialog box appears.

2. In the System Fax Extension box, type the fax answering extension.

3. Click the OK button.

Enabling and disabling Enterprise Edge Voice Messaging

You can enable or disable Enterprise Edge Voice Messaging at any time. The default status is enabled. If Enterprise Edge Voice Messaging is enabled, callers who try to reach an extension that is busy or does not answer are transferred to the extension’s mailbox. Callers can access all mailboxes when Enterprise Edge Voice Messaging is enabled.

If Enterprise Edge Voice Messaging is disabled, callers hear the Automated Attendant Menu prompt. Callers cannot leave messages in any mailboxes but can access Information Mailboxes, or press ‚ to reach the Operator.

If the Enterprise Edge Voice Messaging Option is disabled, Enterprise Edge Voice Messaging users can still leave a message in a mailbox using Feature 980, as shown in the figure Overview of Sending Messages using Feature 980 on page 43, or the record message option in Feature 981. The mailbox owner can also transfer internal calls to another mailbox using Feature 986.

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Overview of Sending Messages using Feature 980

Feature 980

Setting up an Automated Attendant 43

Enter mailbox number

Owner’s name confirmation

Record message

Send message

Certified Urgent

Use Directory

Delivery Options (3)

Private

To enable or disable Enterprise Edge Voice Messaging:

Other

Timed

1. Click the Options menu and then click System Parameters. The System Parameters dialog box appears.

2. At the Voice Mail option, select Enable or Disable.

3. Click the OK button.

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Automated Attendant Status settings

Overview

This chapter describes how to:

• set the Operator Status to Yes or No

• change the Operator password

• set the Business Status

• assign Enterprise Edge Voice Messaging Line answering

• change the Automated Attendant Status

Setting the Operator Status

When your company Receptionist or Operator is available to respond to callers, set the Operator Status to Yes. When your company Receptionist or designated Operator goes for a break, lunch, or leaves in the afternoon, set the Operator Status to No.

If the Operator Status is set to No, a caller who requests an Operator is informed the Operator is not available, and is transferred to the Menu options to dial another extension or leave a message.

To set the Operator Status:

1. Click the Options menu and then click Operator Settings. The Operator Settings dialog box appears.

2. At the Attendant Available option, select Yes if the Operator is available or select No if the Operator is not available.

3. Click the OK button.

Changing the Operator password

The Operator password can be reset to the default at any time. The default Operator password is ﬂ‡‹‡¤°ﬂ‡ (Operator).

To change the Operator password:

1. Click the Options menu and then click Operator Settings. The Operator Settings dialog box appears.

2. Select the Reset Operator Password check box.

3. Click the OK button in the next two dialog boxes to accept your changes.

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Changing the Operator default extension

Whenever anyone selects the option of speaking to your company Receptionist or Operator, Enterprise Edge Voice Messaging transfers the call to the Operator’s extension. For example, if Enterprise Edge Voice Messaging is operating on a two digit Enterprise Edge extension length, this extension is 21. You can change the Receptionist or designated Operator extension.

If the Operator’s extension changes, you must change the extension of the General Delivery Mailbox to the new extension of the Operator.

Callers can request to speak to your company Receptionist or designated Operator when the Automated Attendant voice prompt announces the option and the Operator Status is set to Yes.

To change the Operator default extension:

1. Click the Options menu and then click Operator Settings. The Operator Settings dialog box appears.

2. In the Attendant box, type the Operator’s extension number.

3. Click the OK button.

Anyone requesting an Operator is transferred to the new extension. If the Operator does not answer, the call is transferred to the General Delivery Mailbox.

Setting the Business Status

The Business Status setting overrides the scheduled times programmed for the Morning, Afternoon, and Evening in the Greeting Tables.

If the Business Status is set to Yes, greetings are played according to the time scheduled in the Greeting Tables. For example, if Business Status is set to Yes, the Morning, Afternoon and Evening Greetings play automatically according to the start times programmed in the Greeting Tables.

When the Receptionist sets the Business Status to No at the end of the business day or prior to the weekend, the Non-business hours Greeting continues to play until the Business Status is set to Yes.

Have the company Receptionist or designated Operator change the Business Status to Yes in the morning when your company opens. At the end of the business day, have the company Receptionist or designated Operator set the Business Status to No.

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To set the Business Status:

1. Click the Options menu and then click Operator Settings. The Operator Settings dialog box appears.

2. At the Business Open option, select Yes to return to the Greeting Table settings or select No to override the Greeting Table and play the Non-business greeting.

3. Click the OK button.

Making changes from a remote telephone

You can access Enterprise Edge Voice Messaging to change a greeting or the Business Status by using the dialpad of any internal or external touch tone phone. Remote administration must be done through the System Administrator Mailbox. The System Administrator Mailbox must be initialized before remote administration can be accessed.

To access the System Administrator Mailbox:

Automated Attendant Status settings 47

1. While the greeting plays, press ••, or in the UK press °°.

2. Enter the System Administrator Mailbox number and password combination.

3. Press £.

4. Press ·· to access the Remote Administration Menu.

From the Remote Administration Menu, you can change a greeting, or assign the Business Status to open or closed.

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Changing the Business Status from a remote telephone

If the Business Status is No (office is closed) and you wish to set it to Yes (office is open), start from the Remote Administration Menu:

The following voice prompts play:

“To open or close the business, press ⁄.” “To change a Company Greeting, press ¤.” “To exit, press •.”

1. Press ⁄.

The following voice prompts play:

“The business is closed.” “To open it, press ⁄.” “To exit, press •.”

2. Press ⁄.

The following voice prompts play:

“The business is open.” “To close it, press ⁄.” “To exit, press •.”

3. Press •.

The Business Status is now set to open. If the Business Status is set to open and you wish to set it to closed, start from the

Remote Administration Menu and follow the voice prompts.

Changing a Company Greeting from a remote telephone

To change a greeting that has been assigned to a Greeting Table, start from the Remote Administration Menu.

The following voice prompts play:

“To open or close the business, press ⁄.” “To change a Company Greeting, press ¤.” “To exit, press •.”

1. Press ¤.

2. Enter the number of the greeting (from 1 to 40) you wish to change.

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3. Press £ to accept the greeting number. To listen to the greeting, press ¤. If you want to access a different greeting number, press • and enter the new number.

4. Press ⁄ to record your new greeting.

5. After the tone, record your greeting.

6. Press £ to end your recording. Press ⁄ to replay your recording. To erase and re-record your greeting, press ¤.

7. Press £ to accept your recording.

After the recording is accepted you return to the Remote Administration Menu.

Setting the Answer Lines status

Automated Attendant Status settings 49

Enterprise Edge Voice Messaging can answer all your Central Office (CO) lines included in line configuration. When Answer Lines is enabled, Enterprise Edge Voice Messaging answers all incoming calls and presents each caller with the Company Greeting and Automated Attendant Menu. You can designate whether or not Enterprise Edge Voice Messaging answers your company lines. When Answer Lines is disabled, Enterprise Edge Voice Messaging does not answer incoming calls. All incoming calls must be answered and routed by your company Receptionist.

For more information about line configuration, refer to Programming which lines

are answered by Enterprise Edge Voice Messaging on page 39.

To assign Answer Lines:

1. Click the Options menu and then click Operator Settings. The Operator Settings dialog box appears.

2. At the Answer Lines option, select Yes to have your lines answered by Enterprise Edge Voice Messaging or select No to have the call answered by the company Receptionist.

3. Click the OK button.

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Setting the Return to Automated Attendant Status

The Automated Attendant Menu plays after the Company Greeting and also after a caller leaves a message in a mailbox. The Automated Attendant Menu provides a caller with a list of options, such as entering a mailbox number, accessing the Company Directory or reaching the Operator. You can turn the default Automated Attendant Menu off at any time and record a customized menu prompt. For more information about recording customized menu prompts, refer to Company

Greetings on page 34.

When the Return to Automated Attendant prompt is set to No, the caller is not provided with any more options after leaving a message. Instead, after hearing the voice prompt “Message delivered”, the caller hears “Exiting the system, good- bye”, and the session ends.

To change the Automated Attendant status:

1. Click the Auto Attendant menu and then click General AA Parameters. The General Auto Attendant Parameters dialog box appears.

2. To enable the Automated Attendant menu, select the Return to AA check box. To disable the Automated Attendant menu, clear the Return to AA check box.

3. Click the OK button.

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Section IV - Mailboxes

• Overview of Mailboxes

• Special Mailboxes: General Delivery and System Administrator

• Creating Mailboxes

• Changing and Deleting Mailboxes

• Mailbox Administration Tasks

• Mailbox feature codes

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Overview of Mailboxes

A mailbox is a storage place for fax and voice messages on the Enterprise Edge Voice Messaging system. This section contains information about creating and managing the different types of mailboxes. For information about fax, refer to the

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide and the Enterprise Edge 2.0 Voice Messaging FAX User Guide.

Mailboxes are installed by enabling a Mailbox Software Keycode on the Enterprise Edge server. The Mailbox Software Keycode limits the number of Subscriber mailboxes that can be added to Enterprise Edge Voice Messaging. For example, if you enable a 16 Mailbox Software Keycode, you can have a maximum of 16 Subscriber mailboxes on the Enterprise Edge server. If you need more than 16 Subscriber mailboxes, you must purchase another Mailbox Software Keycode. You can have a maximum of Subscriber 1,000 mailboxes on the Enterprise Edge server.

Types of mailboxes

Mailboxes are added in any combination of the following:

• Special Mailboxes, which include System Administrator and General Delivery Mailboxes

• Personal Mailboxes, which include User and Guest Mailboxes

• Information Mailboxes

System Administrator Mailbox

The System Administrator Mailbox is created automatically when the Enterprise Edge Voice Messaging system is installed for the first time. In order to use it, the mailbox must be initialized by changing the password and recording the name.

Until a mailbox is installed, it cannot receive voice messages and any calls that are directed to it are rerouted to the General Delivery Mailbox.

Only a person using the System Administrator mailbox and password has the ability to create, change, or delete the mailboxes. Administrative tasks are also performed using the System Administrator Mailbox.

For more information, refer to the following chapters:

• Special Mailboxes: General Delivery and System Administrator on page 63

• Creating Mailboxes on page 77

• Changing and Deleting Mailboxes on page 85

• Mailbox feature codes on page 99

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General Delivery Mailbox

The General Delivery Mailbox is created automatically when the Enterprise Edge Voice Messaging system is initialized for the first time. This is the company mailbox and, like the System Administrator Mailbox, you initialize the General Delivery Mailbox by changing the password and recording the name.

For more information, refer to Special Mailboxes: General Delivery and System

Administrator on page 63.

User Mailboxes

The User Mailbox is the first of three types of mailboxes that can be created by the System Administrator. It must be initialized by the mailbox owner before it can receive messages. The Create Mailbox Utility is useful if you need to create several User Mailboxes with the same values. For more information, refer to Creating

Mailboxes on page 77.

Guest Mailboxes

The Guest Mailbox is the second type of mailbox that can be created by the System Administrator. This type of mailbox is assigned to users who do not have an operating extension, but require a mailbox. It must be initialized by the mailbox owner before it can receive messages. For more information, refer to Guest

Mailboxes on page 80.

Information Mailboxes

The Information Mailbox is the third type of mailbox that can be created by the System Administrator. This mailbox plays an information message to callers. It must be initialized before it can play an information messages to callers. Callers cannot leave messages in an Information Mailbox. For more information, refer to

Information Mailboxes on page 83.

Tools and materials

Before you begin adding mailboxes, complete the Mailboxes section of the Enterprise Edge 2.0 Voice Messaging Programming Record. This enables you to

enter the values and become familiar with the task without having to stop and review each feature, especially when you are adding the first few mailboxes.

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Overview of Mailboxes 55

Terms and definitions

The following terms are introduced in this section:

Term Definition

Alternate sets If a caller dials a set that has one or more alternate extensions, Enterprise Edge

Voice Messaging rings at all of the sets simultaneously. The first set to answer accepts the call. The other sets cannot access the line or use the Interrupt Feature (Feature 987) to access the answered line.

Alternate extensions are available only on User mailboxes.

Call Screening If you change a mailbox owner’s Personal Mailbox transfer option to Screened,

the Call Screening feature lets the mailbox owner listen to a recording of the caller’s name before accepting the call.

Class of Service A Class of Service defines the values for the special features of a Mailbox. When

you set up a mailbox, you can assign several special features at once by as signing a Class of Service that provides an appropriate level of service for the user.

A mailbox cannot be added without a Class of Service.

Company Directory The Company Directory is an internal voice list that contains the names of

mailbox owners with initialized mailboxes who are designated to appear in the directory.

Guest Mailbox A Guest Mailbox is a type of Personal Mailbox assigned to people who do not

have a permanent extension, but require a mailbox . These mailbo xes receive an d store messages the same way that User Mailboxes do.

Information Mailbox An Information Mailbox plays an information message to callers. The

Information Mailbox does not have an extension associated with it. Callers

cannot leave messages in an Information Mailbox. Mailbox A User Mailbox. Message Waiting

Notification Operator An Operator is the person whose extension rings when the caller is prompted by

Outdial route The outdial route determines which line, line pool or route code the system uses

Personal Mailboxes Personal Mailboxes (shown on telephone display as subscriber)

Subscriber When creating new mailboxes, the choices are Subscriber (which is a Guest or

User Mailboxes User Mailboxes store the messages for mailbox owners who are unable to answer

If a mailbox owner has a message, Message Waiting Notification displays

Message for you

the Automated Attendant to “Press 0 for an operator”.

If the Operator is not available, calls transfer to the General Delivery Mailbox.

In the Class of Service, the Operator is also known as the Target Attendant.

for Off-premise Message Notification, Outbound Transfer or when a mailbox

owner replies to a message left by an external caller.

- include both User Mailboxes and Guest Mailboxes

- are assigned by the System Administrator and maintained by the m ailbox owner

- can be listed in the Company Directory under the mailbox owner’s name

- are protected by a password that can be changed by the mailbox owner, or reset

to 0000 by the System Administrator if the password is forgotten.

User mailbox) or Information.

their telephones.

User Mailboxes can be assigned to anyone who has an Enterprise Edge

extension.

on the display of the mailbox owner’s telephone.

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Class of Service

Class of Service (COS) reduces the amount of programming needed to register a mailbox. Instead of entering separate values for several special features, you can select a COS that contains the appropriate values for the new mailbox. You enter the COS during the mailbox registration and the system automatically programs the associated values.

The following features have preset values. You can change individual values to meet the needs of your company. For more information on editing the values in a Class of Service, refer to Enterprise Edge Voice Applications Manager online Help.

The features that are set by the Class of Service number are:

Features Explanation

Mailbox message time The total message time available to a mailbox. The maximum mes sage time is 180

minutes. An Enterprise Edge Voice Messaging mailbox is equipped with the Never Full Mailbox feature, which allows a caller to leave a message in a mailbox, even if the mailbox is “full”. The message is stored in the mailbox, but cannot be played, copied or saved until a saved message is deleted to create space in the mailbox for the message.

Message length The maximum length of an incoming message. The message length ranges from

one to 60 minutes.

Message retention period

Greeting length The length of a recorded mailbox greeting. A mailbox greeting length can be

Off-premise Message Notification

Retry intervals The time between attempts to notify the recipient of a new or urgent message. The

Number of attempts How many attempts Enterprise Edge Voice Messaging makes to notify the

Outbound Transfer Transfers a caller who reaches a mailbox and presses ‡ to an external phone

Incorrect password attempts

Password Expiry The maximum time a mailbox password is active. The password expiry ranges

Networking If Audio Messaging Interchange Specification (AMIS) or Digital Networking is

The number of days messages are saved in a mailbox. The message retention period ranges from one to 365 days. 0 = indefinite ly.

between 1 and 60 minutes. Directs messages to another Enterprise Edge set, any phone number, or a pager.

For important information on preventing callers from making unauthorized external calls, refer to User Mailboxes to outdial lines apply to Off-premise Message Notification.

retry interval ranges from one to 120 minutes.

recipient of a new or urgent message. The number of attempts ranges from one to

20.

number or an Enterprise Edge set. The maximum number of incorrect password attempts before a mailbox user is

locked out of the mailbox. The incorrect password attempts range from one to 20.

from one to 365 days. 0 = never expire.

installed, voice messaging can be directed to different mailboxes located at various sites on a communication network.

on page 77. Dialing restrictions that apply

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Overview of Mailboxes 57

Features Explanation

Target Attendant The Target Attendant is assigned to answer a telephone when the caller reaches a

mailbox and presses ‚ to speak with the Operator.

Call Record Call Record lets users record an active telephone call and put the message in their

mailbox. Call Record is activated by pressing Call Record is not enabled in any Class of Service because it is prohibited by law

in some areas. If Call Record is legal in your area, use Enterprise Edge Voice Applications Manager to customize a Class of Service to enable Call Record.

·°·

Default values

The following tables shows the default values for the Enterprise Edge Voice Messaging Classes of Service.

Class of Service 12345678

Prompt language P A P A P A P A Mailbox message time (in minutes) 15 15 15 15 5 5 20 20 Message length (in minutes) 33773322 Message retention period (in days)303000771515 Greeting length (in minutes) 1111111010 Off-premise Message NotificationYYYYNNYY Retry intervals (in minutes) 5 5 10 10 n/a n/a 30 30 Number of attempts 3 3 5 5 n/a n/a 9 9 Outbound Transfer YYYYNNYY Incorrect password attempts 99996644 Password expiry (in days) 9090909060603030 Message Networking* YYYYNNYY Target Attendant YYYYNNYY Call Record NNNNNNNN

* If optional Message Networking is enabled. 0 = indefinite; never expire, P = Primary Language, A = Alternate Language

P0911620 Issue 02 Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

58 Overview of Mailboxes

Premium

ce Messaging is e

Voi

Class of Service 9 10 11 12 13 14 15 16

Prompt language P A P A P A P A Mailbox message time (in minutes) 10 10 30 30 120 120 120 120 Message length (in minutes) 3 3 7 7 10 10 2 2 Message retention period (in days) 365 365 60 60 90 90 4 5 45 Greeting length (in minutes) 11223355 Off-premise Message NotificationYYNNYYYY Retry intervals (in minutes) 5 5 n/a n/a 15 15 30 30 Number of attempts 3 3 n/a n/a 7 7 9 9 Outbound Transfer YYNNYYYY Incorrect password attempts 99996644 Password expiry (in days) 9090909060603030 Message Networking* YYNNYYYY Target Attendant YYNNYYYY

nabled.

Call Record NNNNNNNN

0 = indefinite; ne v e r expi r e P = Pr imary Language, A = Alternate Language

* If optional Message Networking is enabled. 0 = indefinite; never expire, P = Primary Language, A = Alternate Language

The Class of Service determines how the available message time is distributed among the mailboxes. The amount of time available to be distributed depends on the amount of message storage available on the Enterprise Edge Voice Messaging system. You can change the Class of Service values using Enterprise Edge Voice Applications Manager.

Mailbox Overrides

Mailbox Overrides let you change these mailbox settings:

• Company Directory

• Alternate extensions

• Call Screening

• Message Waiting Notification

• Outdial route Mailbox Overrides are not included in a Class of Service. When you add a mailbox,

you can change these settings without changing the Class of Service.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Overview of Mailboxes 59

Company Directory

The Company Directory is an internal voice list that contains the names of mailbox owners with initialized mailboxes who are assigned to the directory.

When you register a mailbox you determine whether the mailbox appears in the Company Directory. The Company Directory override can be changed at any time. Company Directory options determine whether callers can search for names by last name, first name, or first and last names. For example, if a caller enters James, both mailbox owner names Jesse James and James Bond come up if the Company Directory options are set for both first and last names.

The Company Directory option default is Yes. If you set the Company Directory option is set to No, a mailbox owner’s name is not included in the Company Directory and a mailbox owner cannot be selected from the Company Directory. Even if a mailbox is not included in the Company Directory, the mailbox owner must record their name when they initialize their mailbox.

For more information about the Company Directory, refer to Setting Up for a

medium sized company on page 148.

Alternate extensions

Up to two Alternate extensions can be assigned to each User Mailbox. If a caller dials the main extension (the exte nsion that has Alternate exte nsions assigned), the call rings at the main extension only. The exception to this is when Alternate extensions are assigned an Answer extension for the main extension. For more information about Answer Extension Numbers, refer to the Enterprise Edge 2.0 Installation and Maintenance Guide included with Enterprise Edge.

When a caller leaves a message, a message waiting indicator appears at the main extension and at the Alternate extension(s). Mailbox owners can access the message from the Alternate extension(s) with Feature 981, the same way they access messages from their main extension telephone.

If an Alternate extension is assigned to a telephone that has Caller ID and if Display Caller is enabled, Caller ID information is displayed and an audible tone occurs at all telephones when the call proceeds to Enterprise Edge Voice Messaging. The message can be intercepted using Feature 987, the Interrupt feature, at the Alternate extension as long as the caller is still leaving a message.

Only extensions that do not have a mailbox assigned can be used as an Alternate extension.

There are no default Alternate extensions programmed for User Mailboxes.

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60 Overview of Mailboxes

Express Messaging Line

When you create a Subscriber Mailbox, you can assign an Express Messaging Line to it. When you create the Subscriber Mailbox, instead of assigning an extension number to it, assign an Express Messaging Line. If you assign an Express Messaging Line, fax and voice calls are left in the Subscriber Mailbox without ringing at the set. When Message for you appears on the telephone display, the user can open their mailbox and access their voice and fax messages.

If the user has FAX enabled, they can tell people that the Express Messaging Line number is their fax number and they can have it printed on their business cards.

The line used you use for Express Messaging must be between 1 and 500. Give the corresponding seven digit phone number associated with the line you assign as the Express Messaging Line to the user. For example, if line 20 is the Express Messaging Line and the corresponding phone number is 555-2424, give this phone number to the user. After you assign a line to a mailbox, you cannot assign the line to another function until you remove it from the mailbox.

The prime set for the Express Messaging Line must be set to the Voice Messaging DN. For more information see "Line Access" in the Enterprise Edge 2.0 Programming Operations Guide.

The Express Messaging default is none. Users must have FAX enabled to receive fax messages on the Express Messaging Line.

Call Screening

Call Screening lets mailbox owners determine who is calling before they accept a call. Call Screening is useful if there is no Caller ID available. Enterprise Edge Voice Messaging records the caller’s name, calls the mailbox owner’s telephone, announces the name of the caller and offers options such as accept the call or take a message.

Call Screening applies to external calls dialed by callers using the extension dialing facilities of the Auto Attendant or Custom Call Routing (CCR). Call Screening does not apply to internal calls, or external calls routed using a CCR Transfer node or placed to the mailbox owner’s dedicated line. If a caller is calling from a line for which the mailbox owner has recorded a Personalized Greeting, Call Screening is bypassed and the call is transfers without delay.

If Call Screening is enabled, Enterprise Edge Voice Messaging still calls a mailbox owner’s telephone that is call forwarded.

The default for Call Screening is No, which means that mailbox owners cannot determine who is calling before they answer the call.

Message Waiting Notification

Message Waiting Notification provides the user with a visual indication on the telephone display that one or more new messages are waiting to be heard.

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Overview of Mailboxes 61

The default value for Message Waiting Notification is Yes. This means that Enterprise Edge Voice Messaging leaves a

Message for you

notification on a Enterprise Edge telephone display. If the Message Waiting Notification is changed to No, Enterprise Edge Voice Messaging does not leave a

Message for you

notification. When you add Guest Mailboxes, you must set the Message Waiting Notification to

No. These mailboxes do not have an operating Enterprise Edge extension. If you add a Guest Mailbox to a single-line telephone, you must set the Message Notification to No at the Enterprise Edge ATA 2. Single-line telephones do not have a display.

Outdial route

The Outdial route determines which line, line pool or route code the system uses when a mailbox owner wishes to reply to a message left by an external caller, and when Off-premise Message Notification and Outbound Transfer are used.

The default for Outdial route is None. Until you assign a line, line pool or route code as the Outdial route for a mailbox, the mailbox owner can use the Reply Feature to reply to calls from internal extensions only, Off-premise Message Notification for internal extensions only and Outbound Transfer for internal extensions only.

For more information on line pools and route codes, refer to the Enterprise Edge

2.0 Programming Operations Guide.

Dialing rest ri c tio n s

Dialing restrictions can be applied to an Enterprise Edge telephone and the extensions connected to Enterprise Edge Voice Messaging. If you wish to restrict outdialing of certain phone numbers, you must do one of the following:

• Through Enterprise Edge programming, assign the dialing restrictions to the

Enterprise Edge extension numbers to which Enterprise Edge Voice Messaging is connected. This restricts all outdialing calls including external transfers from CCR trees, Off-premise Message Notification and Outbound Transfers. When assigning an Outdial route, all dialing is done by the set to which Enterprise Edge Voice Messaging is connected, not by the Enterprise Edge telephone. Refer to your Enterprise Edge System documentation for additional information.

• Through Enterprise Edge programming, assign the dialing restrictions to the set

of the user. Refer to your Enterprise Edge System documentation for additional information.

• Through Enterprise Edge programming, assign the dialing restrictions to the

Enterprise Edge line(s) being used for outdialing. Refer to your Enterprise Edge System documentation for additional information.

• Through Mailbox Admin, ensure Outdial is set to

NONE

. This restricts outdialing

calls from the mailbox.

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62 Overview of Mailboxes

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Special Mailboxes: General Delivery and System Administrator

Overview

Special Mailboxes are the administration tools of the System Administrator and include:

• System Administrator Mailbox

• General Delivery Mailbox

Overview of Programming using Feature 981: Open Mailbox

Play new messages

Personal Greetings

Record

Record messages

Select

‹

›

Password

Call Forward

Password or Log on

Owner’s name confirmation

ﬂ

Play saved messages

⁄

Change directory name

·°⁄

Mailbox Admin

ﬁ

Assign Target Attendant

Send Broadcast

Message

(System Administrator only)

ﬂ

Message Notification

··

Remote Admin

(System Administrator only)

‡

Print Destination

Outbound Transfer Admin

The first time a mailbox owner opens their mailbox, they must initialize the mailbox by entering a password and recording a name in the Company Directory.

The Special Mailboxes are protected by a password that you establish. The password for each mailbox is determined when you initialize the mailbox with Enterprise Edge Voice Messaging. For more information about mailbox passwords, refer to About mailbox passwords on page 88.

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64 Special Mailboxes: General Delivery and System Administrator

System Administrator Mailbox

The System Administrator Mailbox is reserved for the System Administrator. You can use it to send Broadcast Messages to all User Mailboxes.

Only you, as System Administrator, are able to access the System Administrator mailbox. Remember to check for messages sent to this mailbox.

You must initialize the System Administrator Mailbox before you can use it. For instructions on how to initialize the System Administrator Mailbox see Initializing

the mailboxes on page 65.

The mailbox numbers used in this guide for the Special Mailboxes are the Enterprise Edge Voice Messaging default mailbox numbers based on a two digit extension length. The mailbox number length is determined in the initial system setup. Mailbox numbers can be between two and seven digits. For information about the System Administrator mailbox number see Special Mailbox numbers on page 65.

General Delivery Mailbox

The General Delivery Mailbox is your company mailbox. Messages can be left here for:

• employees who do not have their own mailbox

• no specific person To ensure confidentiality, make sure that only you, the Receptionist, or a designated

Operator has the password for this mailbox. The General Delivery Mailbox stores messages from callers when the Operator is

not available or from callers using a rotary dial telephone. The General Delivery Mailbox has a default greeting, but you can replace this greeting with one you record. For more information, refer to Recording the mailbox greeting on page 68 in this section.

Messages left in the General Delivery Mailbox must be forwarded to the appropriate person. Only you, the Receptionist or a designated Operator can access the messages in the General Delivery Mailbox.

We recommend assigning the General Delivery Mailbox number to the designated Operator. For more information, refer to Setting up the Operator’s Mailbox on page

91. For information on the General Delivery Mailbox number refer to Special

Mailbox numbers on page 65.

You can disable the General Delivery Mailbox if your company does not require the service of this mailbox. For more information, refer to Enabling and disabling the

General Delivery Mailbox on page 90.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Special Mailboxes: General Delivery and System Administrator 65

Special Mailbox numbers

Mailbox number lengths can be from two to seven digits. When the mailbox number length is two digits the System Administrator Mailbox is 12. When the mailbox number length is seven digits, the System Administrator Mailbox is 1000002. The System Administrator password and mailbox combinations are shown in the table

System Administrator and General Mailbox mailbox number and password combinations.

System Administrator and General Mailbox mailbox number and password combinations

Mailbox number length

2 120000 100000 3 1020000 1000000 4 10020000 10000000 5 100020000 100000000 6 1000020000 1000000000 7 10000020000 10000000000

System Administrator General Delivery

Note: If the extension length is 2 and the leading digit for Group Lists (used to

send a message to a group of mailboxes) is 1, the default values for the Special Mailboxes are 20 and 22. The extension length can be between two and seven digits.

Classes of Service for Special Mailboxes

The General Delivery Mailbox has a default Class of Service of 1. The System Administrator Mailbox has a default Class of Service of 7. You can change the Class of Service at any time. For more information, refer to Changing mailbox

options on page 85.

Setting up the System Administrator and General Delivery Mailboxes

Opening the mailboxes

To open a Special Mailbox, you must enter the mailbox number and the Special Mailbox password. The default System Administrator Mailbox number is 12 and the default General Delivery Mailbox number is 10. The default password for both mailboxes is 0000.

Initializing the mailboxes

Before any Enterprise Edge Voice Messaging mailbox can be used, it must be initialized. The steps for initializing Special Mailboxes and Personal Mailboxes are the same. Initializing a mailbox involves:

• changing the default password

• recording the mailbox name in the Company Directory

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66 Special Mailboxes: General Delivery and System Administrator

Record a mailbox greeting as soon as possible after initialization. The General Delivery Mailbox can receive messages before it is initialized, but it

must be initialized before you can retrieve any messages from it. Before you initialize a mailbox, decide what password you want to use to open the

mailbox. Passwords must be four to eight digits long and cannot start with zero. Write the passwords down and keep them in a safe place. Give the General Delivery Mailbox password to your Receptionist or designated Operator.

Recording the mailbox in the Company Directory

The Company Directory stores a list of mailbox owners in your company. Before a mailbox can receive messages, the mailbox owner’s name must be recorded in the Company Directory. Whether a mailbox appears in the Company Directory is determined by the Company Directory override that you establish.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Special Mailboxes: General Delivery and System Administrator 67

To initialize the mailboxes:

1. Press ƒ·°⁄.

Log: QUIT R ETR Y OK

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Must record name

Record name: RETRY OK

2. Enter the System Administrator Mailbox number and password, then press OK.

If the set you are using has a mailbox, the

Pswd:

prompt appears. Press

Log:

the

prompt.

OTHR

to display

3. Enter the new password and press OK.

4. Enter the new password again and press

5. At the tone, record your name and press OK.

When you record a mailbox name in the Company Directory, include the directory number.

Accept name? RE TRY PLAY OK

6. To accept the recording, press OK.

If the recording is not acceptable, press

RETRY

Press ® to end this programming session.

After you record the Company Directory name, you return to the mailbox’s administration display prompt. You can now record the mailbox greeting.

You must repeat steps 1 through 6 to initialize each mailbox.

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68 Special Mailboxes: General Delivery and System Administrator

Recording the mailbox greeting

You must record a greeting for each mailbox. In your greeting state which mailbox has been reached and tell callers how to leave a message. For example, you can record your General Delivery Mailbox Greeting to say:

“Hello. You have reached Warrington’s General Delivery Mailbox. At the sound of the tone, please leave the name of the person you are calling and your message. Your message will be returned as soon as possible.”

Before you record the Special Mailbox Greetings, prepare a greeting for each mailbox. Include the Special Mailbox name in your greeting.

To record a Special Mailbox Greeting:

1. Press ƒ·°⁄.

Log: QUIT R ETR Y OK

0 new 0 saved PL AY R EC A DMI N

Mailbox admin GREET P SWD QUI T

Greeting options REC CHO O SE CFW D

Greeting: PR I M E ALT PERS

2. Enter your password, then press OK.

If the set you are using has a mailbox, the

Pswd:

the

3. Press

4. Press

5. Press

6. Press

prompt appears. Press

Log:

prompt.

ADMIN

GREET

REC

PRIME

to record your Primary Greeting

OTHR

ALT

press

to record your Alternate Greeting.

For information on recording Personalized Greetings, refer to the Enterprise Edge 2.0 Voice Messaging Reference Guide.

to display

Record new? YES

NO QUI T

Record greeting: RETRY OK

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

7. Press

8. At the tone, record your greeting and press OK.

YES

Special Mailboxes: General Delivery and System Administrator 69

Accept greeting? RETRY PLAY OK

9. Press OK to accept the greeting.

If you are not satisfied with this greeting, press

RETRY

and rerecord the greeting. Pressing •

returns the display to the previous prompt.

10. For each Special Mailbox Greeting, follow steps 1 through 9 or press ® to end this programming session.

After the Primary and Alternate Greetings are recorded, you must select a greeting to play. If you do not select a greeting to play, the Primary Greeting plays automatically.

Selecting a Mailbox Greeting

For a Primary or Alternate Greeting to play, you must select a greeting. If you do not choose a greeting, the Primary Greeting plays automatically. If you choose an Alternate Greeting, remember to change back to the Primary Greeting at the appropriate time.

If you select a greeting that is not yet recorded, you are transferred back to the Greeting option display to record the greeting.

To choose a Primary or Alternate Greeting:

1. Press ƒ·°⁄.

Log: QUIT R ETR Y OK

2. Enter the System Administrator Mailbox number and password and then press OK.

If the set you are using has a mailbox, the

0 new 0 saved PL A Y REC ADMIN

Mailbox admin GREET

PS W D Q UIT

Greeting options REC CHOOSE CFWD

Pswd:

the

3. Press

4. Press

5. Press

prompt appears. Press

Log:

prompt.

ADMIN

GREET

CHOOSE

OTHR

to display

Use greeting: PR I M E A LT Q UIT

6. Select the greeting you want to play.

Press ® to end this programming session.

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70 Special Mailboxes: General Delivery and System Administrator

Listening and responding to messages left in Special Mailboxes

Messages left in the Special Mailboxes must be listened to daily. To save message storage space, delete a message from the mailbox after you listen to it.

Controling volume

Press • to adjust the volume of a message. The volume increases each time you press •. After four consecutive presses, the volume returns to the lowest level. This option is not shown on the display.

Volume control does not apply to system prompts . The s ystem p romp ts play at the preset volume.

Delivery Options

When leaving a message in a mailbox, Enterprise Edge Voice Messaging provides you with Delivery Options: Certified, Urgent, Private, and Normal.

• Certified (

CERT

) This notifies you that your message has been received and read. The Certified Delivery Option can be applied only from an internal telephone if the caller has a mailbox recognized by the system.

•Urgent (

URGENT

) This marks the message urgent and is preceded by the voice announcement “This message is urgent”. Messages marked Urgent play before other messages left in the mailbox.

• Private (

PRIV

)

This prevents a message from being forwarded to another mailbox.

•Timed (

TIME

) This allows a mailbox owner to delay delivery of a message until after a specified date and time. The Timed Message option is not available to outside callers.

• Normal If a delivery option is not chosen, the message is sent normally.

If only

PRIV

TIME

apply, that option replaces

OTHR

on the first display.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Special Mailboxes: General Delivery and System Administrator 71

To open and listen to messages left in a Special Mailbox:

1. Press ƒ·°⁄.

Pswd: OTHR RETRY OK

Log: QUIT R ETR Y OK

1 new 0 saved

REC ADMIN

PLAY

End of message COPY E RASE NEXT

2. Press

OTHR

If the extension you are using has a mailbox,

Pswd:

the

prompt appears. Press

display the

Log:

prompt.

OTHR

3. Enter the System Administrator Mailbox number and password, then press OK.

4. Press

PLAY

The first message in the mailbox is played.

To listen to the date and time the message was sent, press ‡ while the message is playing or after it has played.

5. If the message is left by someone in your company who does not have an extension or mailbox, the option display line shows:

ERASE NEXT

COPY

After a message plays you can:

• Press ﬂ or £ or

• Press · or

• Press ° or

ERASE

to listen to the next message.

to reply to the message sender.

to erase the message.

• Press ⁄ to replay the message.

• Press › to listen to the previous message.

• Press ﬁ to forward a copy of the message.

• Press ‡ to listen to the message date and time.

• Press ‡‡ to save the message. After you listen to the messages, press ® to end the session.

P0911620 Issue 02 Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

72 Special Mailboxes: General Delivery and System Administrator

Copying a message to another Mailbox

You can use the

COPY

feature to copy a message left in the Special Mailboxes (or a Personal Mailbox) to any mailbox owner with an initialized mailbox. You cannot copy a message if the original message is:

• designated as Private by the sender

• a Broadcast Message, which deletes automatically after it plays When the display shows the

feature, press ﬁ to continue to the next display. If a message is left by an internal caller who has a mailbox initialized with Enterprise Edge Voice Messaging, the display shows the display also shows

if a message is left by an external caller and your

feature. The

company subscribes to Call services. Otherwise, the display line options show the

COPY

feature.

To send a copy of a message to a mailbox owner, you must open the mailbox and listen to the message.

1. Press ƒ·°⁄.

Pswd: OTHR RETRY OK

2. Enter the System Administrator Mailbox number and password, then press OK.

1 new 0 saved

REC ADMIN

PLAY

End of message COPY ERA SE NE XT

Record intro? YES NO

Record intro: RETRY OK

Accept intro? RE TRY P LAY SEND

3. Press

4. Press

PLAY

COPY

If the display does not show the

COPY

option,

press ﬁ to continue to the next display.

5. Press

YES

Press NO to copy the message without an introduction. The display changes to show:

Mbox:

6. At the tone, record the message introduction. The introduction to a message must be more than three seconds long. Press OK to end the recording.

7. To accept the recording, press

SEND

To listen to your introduction before you send the message, press

PLAY

To record the introduction again, press

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

RETRY

Special Mailboxes: General Delivery and System Administrator 73

Mbox: DIR QUIT

Name: OP T S CC SEND

Delivery options CE R T URGENT O T HR

Delivery options PRIV TIME

8. Enter the mailbox number that is to receive the message or

DIR

press

to select the mailbox number using

the Company Directory.

9. To deliver your introduction and message normally, press

SEND

or to select sending options, press

10. To mark a message Certified, press

SEND

press

URGENT

. To mark a message Urgent, press

, then press

SEND

To mark a message Private, press press

PRIV

, then

SEND

To send a Timed Message, press

TIME

, then follow the time and date prompts.

OPTS

OTHR

CERT

, then

then

If only one of replaces the

OTHR

PRIV

TIME

apply, that button

button at the Delivery

Options prompt.

To cancel Delivery Options, or return to the options menu, press •.

Msg delivered

11. This display appears briefly to acknowledge the message has been sent.

Another copy? YES QUIT

12. Press or press

QUIT

to end this session

YES

to forward a copy of this message to

another mailbox.

Press ® to end this programming session.

Replying to a message

When a message is left in a Special Mailbox or any Personal Mailbox by an internal mailbox owner, you can use the Reply feature to respond to the message. You can reply by calling the message sender or by sending them a message.

If your company subscribes to CLID, the Reply feature can also be used for external calls, provided a Dialing Translation Table is created.

P0911620 Issue 02 Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

74 Special Mailboxes: General Delivery and System Administrator

Replying to an internal message sender

To reply to an internal message by calling the sender, you must first open the mailbox and listen to the message:

1. Press ƒ·°⁄.

Pswd: OTHR RETRY OK

1 new 0 saved

REC ADMIN

PLAY

End of message REPLY ERA SE N EXT

Reply to msg MSG C ALL QU IT

Calling an external message sender

2. Enter your password, then press OK.

3. Press

4. Press

5. Press

PLAY

CALL

. You are transferred to the message

sender’s extension.

MSG

Press

to reply with a recorded message.

Before you can reply to an external caller, your mailbox must have an Outdial route assigned and your system must be equipped with Call Display. To reply to an external message, you must first open the mailbox and listen to the message.

1. Press ƒ·°⁄.

Pswd: OTHR RETRY OK

2. Enter your password, then press OK.

1 new 0 saved PLAY REC A DMI N

End of message REPLY

ERASE NE XT

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

3. Press

4. Press

PLAY

Special Mailboxes: General Delivery and System Administrator 75

1234567 403 DI A L TR I M QUI T

5. Press When this display appears, you have the option of adding or removing digits from the number to be outdialed. This display does not appear if a Dialing Translation Table is established and enabled, or if the Caller ID number does not require translation. In these cases you see

Please hold

Note: Press

of the phone number. This automatically removes the area code from an incoming long distance call. To return the call, add more digits to the beginning of the phone number by entering the required digits. For example, if you want to add 403 before the number, enter 403 and the number becomes 403-123-4567.

DIAL

while the number dials directly.

TRIM

to remove digits from the beginning

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76 Special Mailboxes: General Delivery and System Administrator

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Creating Mailboxes

Overview

This chapter contains information on how to create the different types of mailboxes.

Tools and materials

Before you begin to create mailboxes, complete the Mailboxes section of the Enterprise Edge 2.0 Voice Messaging Programming Record.

User Mailboxes

Mailboxes are installed by enabling a Mailbox Software Keycode on the Enterprise Edge server. The Mailbox Software Keycode limits the number of Subscriber mailboxes that you can add to Enterprise Edge Voice Messaging. For example, if you enable a 16 Mailbox Security Keycode, you can have a maximum of 16 Subscriber mailboxes on the Enterprise Edge server. If you need more than 16 Subscriber mailboxes, you must purchase another Mailbox Security Keycode. You can have a maximum of 1,000 mailboxes on the Enterprise Edge server.

You can add new mailboxes to Enterprise Edge Voice Messaging whenever they are required. You cannot add more mailboxes than the number of mailboxes installed on the Enterprise Edge server. Before you add a new mailbox, ensure that you have all the necessary mailbox information. Complete Mailboxes in the Enterprise Edge Voice Messaging Programming Record, outlining the:

• mailbox number

• extension

• Class of Service

• mailbox owner’s name (last name and first name or initial)

• mailbox type

• Company Directory, Message Waiting, and Outdial Overrides

• Alternate extensions (for User Mailboxes only)

• Express Messaging Line number When adding Information Mailboxes, assign a Class of Service that has the

maximum message length. To accommodate an average Information Mailbox message, assign a Class of Service of either 7 or 8. These Class of Service values have a message length of 10 minutes.

P0911620 Issue 02 Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

78 Creating Mailboxes

Adding a User Mailbox

To add a single mailbox:

1. Click the Mailbox menu and then click Add.

The Add Mailbox dialog box is displayed.

2. In the Mailbox box, type the mailbox number.

3. At the Mailbox Type option, select Subscriber.

4. Click the OK button.

The Mailbox Properties dialog box appears, with the General tab open.

5. In the Extension box, type the extension.

6. In the Last Name and the First Name boxes, type the mailbox owner’s last

and first names.

7. From the COS list, select a Class of Service.

8. Select the Directory check box if you want the mailbox owner’s name to play

in the Company Directory.

9. Click the Options tab.

10. In the Alternate Extension 1 box, type the Alternate extension (if required).

If you do not require an alternate extension leave this box empty.

11. In the Alternate Extension 2 box, type the second Alternate extension (if

required). If you do not require a second alternate extension leave this box empty.

12. If you want to assign an Express Messaging Line to the mailbox, in the

Express Messaging Line box type the line number.

13. Click the Msg Waiting check box if you want message notification to appear

on the mailbox owner’s telephone display.

14. Select the Call Screening check box to assign screened transfers to the

mailbox owner. Clear the Call Screening check box to assign blind trans fers to the mailbox owner.

15. Click the Outdial tab.

16. Click Line and type the specific outgoing line you want to assign to the mailbox for outdialing or click Pool and type the Line Pool number you want to assign to the mailbox for outdialing or click Route to assign a route code for outdialing. Click None if you do not want to assign outdialing capabilities to the mailbox.

17. Click the OK button.

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Adding multiple mailboxes

You can save time by creating multiple mailboxes when you set up Enterprise Edge Voice Messaging for the first time or add a large number of telephone users to your system. Adding many mailboxes creates Subscriber mailboxes for the range of extensions that you define. You must use extensions that are not already assigned to mailboxes. Before you create multiple mailboxes, use telephony administration to define the new extensions and assign user names to the extensions.

To make the most effective use of adding multiple mailboxes, identify the users who need a non-standard Subscriber mailbox. Create these mailboxes individually. After you finish, add multiple mailboxes for the remaining Subscriber mailboxes.

The mailboxes have the following characteristics:

• the Mailbox number is the same as the extension

• Class of Service the same for all mailboxes

• Call screening default is blind (off)

• the mailbox name is taken from the Enterprise Edge extension programming, if it is complete

Creating Mailboxes 79

• Message Waiting notification is enabled

• the Outdial route is the same for all mailboxes

The mailboxes created are uninitialized and ready for initialization by the individual mailbox owners.

A Subscriber mailbox is not created if:

• a mailbox of the same number already exists

• the extension is used by another mailbox

• the extension is identified as a Enterprise Edge Voice Messaging voice extension

To add multiple mailboxes:

1. Click the Mailbox menu and then click Add many. The Add Many Mailboxes dialog box appears.

2. In the From Extension box, type the extension you want to start creating mailboxes from.

3. In the To Extension box, type the extension you want to stop creating mailboxes at.

4. In the COS list box, select a Class of Service.

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5. At the Outdial option, click Line and type the specific outgoing line you want to assign for outdialing or click Pool and type the Line Pool number you want to assign for outdialing or click Route to assign a route code for outdialing or click None if you do not want to assign outdialing capabilities.

6. At the Options option, select the Directory check box if you want the mailbox owner’s name to play in the Company Directory.

7. Select the Msg Waiting check box if you want Message Notification to appear on the mailbox owner’s telephone display.

8. Select the Call Screening check box to assign screened transfers to the mailbox owner. Clear the Call Screening check box to assign blind trans fers to the mailbox owner.

9. Click the OK button.

Guest Mailboxes

Assign Guest Mailboxes to users who do not have an operating Enterprise Edge extension, but require a mailbox. These mailboxes receive and store messages just as the User Mailboxes do.

When you create Guest Mailboxes, use mailbox numbers that begin with the same digit. This identifies the mailbox type. Use a digit that is different than the User Mailbox numbers. For example, if the User Mailbox numbers start with two, the Guest Mailboxes can start with four.

When to use Guest Mailboxes

Guest Mailboxes can provide a temporary employee or a with Enterprise Edge Voice Messaging services, or give clients access to internal messaging and call routing. Guest Mailboxes with Outbound Transfer enabled are ideal for telecommuters. Guest Mailboxes can also be used to allow customers to make telephone orders.

Depending on your business, you can use Guest Mailboxes for:

• personal catalog shopping orders

• listing classes or seminars and providing callers with the ability to register by telephone

• providing frequent customers access to Enterprise Edge Voice Messaging services

The following example suggests how you can set up a Guest Mailbox for an announcement and order-taking capability. When you provide services that allow a customer to call into a mailbox, you record the mailbox number in the Company Greeting. This allows a caller to transfer directly to the mailbox.

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Creating Mailboxes 81

Example 1 - Announcing courses and seminars (telephone registration)

To use a Guest Mailbox to provide telephone registration, you must first determine a mailbox number. The Guest mailbox number you assign does not have a working Enterprise Edge extension. Next, you must determine what the Mailbox Greeting says. For example:

“This month we are pleased to provide the following courses: Jazz Dancing Made Easy, Intermediate Jazz Dancing, Warming Up for that Big Performance, and Beginners’ Ballet. If you are interested in any of these courses, leave your name and phone number after the tone. One of our instructors will contact you with more information.”

You can even include the time and date the classes are offered. This example is applicable to Guest Mailboxes that are used for taking orders.

After you determine what the announcement says, record a Company Greeting to inform callers this mailbox is available. For example:

“Good Morning. This is On Your Toes Dance School. To reach the dance studio, press ›ﬂ. To register for our fall classes, press ¤°. To reach our receptionist, press ‚.”

Note: The number 46 in this example is an operating Enterprise Edge extension

and the number 28 is the Guest Mailbox.

The leading digit of Guest Mailbox numbers must be different from the leading digit of the extensions. If you must use the same leading digit, ensure the Guest Mailbox numbers are “out-of-range” extensions. To test if an extension is out-ofrange, dial it from another extension. If the number is out-of-range, the display shows

Invalid number

in service

. If the number is not out-of-range, the display shows

Not

You must assign a Class of Service. When you assign a Class of Service for a Guest Mailbox that is used as an order mailbox, choose a Class of Service that has the maximum mailbox greeting recording and message time available. Refer to Class

of Service on page 56.

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82 Creating Mailboxes

Adding Guest Mailboxes

To add a Guest Mailbox:

1. Click the Mailbox menu and then click Add. The Add Mailbox dialog box appears.

2. In the Mailbox box, type the mailbox number.

3. At the Mailbox Type option, select Subscriber.

4. Click the OK button. The Mailbox Properties dialog box appears with the General tab open.

5. Leave the Extension box blank.

6. In the Last Name box, type the mailbox owner’s last name. The last name can be a maximum of 15 characters.

7. In the First Name box, type the mailbox owner’s first name. The first name can be a maximum of 15 characters.

8. From the COS list, select a Class of Service.

9. Select the Directory check box if you want the mailbox owner’s name to play in the Company Directory.

10. Click the Options tab.

11. Leave the Alternate Extension 1 box blank.

12. Leave the Alternate Extension 2 box blank.

13. If you want to assign an Express Messaging Line to the Guest Mailbox, in the Express Messaging Line box type the line number.

14. Ensure the Msg Waiting check box is clear.

15. Ensure the Call Screening check box is clear. Guest mailboxes must have blind transfers.

16. Click the Outdial tab.

17. Select None. To avoid toll charges, you do not want to assign outdialing capabilities to a Guest mailbox.

18. Click the OK button.

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Information Mailboxes

Information Mailboxes play information messages to callers. Information Mailboxes do not take messages and do not have operating extensions.

Information Mailboxes are initialized by you, and are maintained either by you or an Enterprise Edge Voice Messaging mailbox owner. You can add Information Mailboxes whenever one is needed.

When to use Information Mailboxes

Information Mailboxes can be used to:

• announce sales

• provide product lists

• announce special events

A caller disconnects automatically after listening to an Information Mailbox. Information Mailbox Greetings can be recorded by you or by the user who has the Information Mailbox. For more information about recording Information Greetings, refer to the Enterprise Edge 2.0 Voice Messaging Reference Guide.

Creating Mailboxes 83

You must make sure the Information Mailboxes are accessible to outside callers. You can make callers aware of your company’s Information Mailboxes if you:

• Advertise the Automated Attendant main number and record a Company Greeting that informs the caller of the Information Mailbox services. You can also provide a list of your company’s Information Mailboxes in brochures and telephone directory advertising.

• Record Information Mailboxes in the Company Greeting if your company has a small number of Information Mailboxes, such as three or four. Use Custom Call Routing (CCR) if you have a large number of mailboxes.

• Assign the Operator as the Transfer node for all Information Mailbox inquiries. Record a statement in the Company Greeting that tells a caller to press zero to reach company information. For example:

“Good Afternoon. This is On Your Toes Dance Studio. To reach our studio, press ›ﬂ. To listen to one of our special announcements, press ‚ to reach the Operator.”

• When a caller presses zero, the Operator provides a list of the Information Mailboxes and transfers the caller accordingly.

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Adding Information Mailboxes

Before you can add an Information Mailbox, you must determine a Class of Service. The Class of Service must have a message length that is long enough for an Information Greeting. Refer to Class of Service on page 56.

When you add Information Mailboxes, use mailbox numbers that begin with the same digit. This helps you identify the mailbox type.

To add an Information Mailbox:

1. Click the Mailbox menu and then click Add. The Add Mailbox dialog box appears.

2. In the Mailbox box, type the mailbox number.

3. At the Mailbox Type option, select Information.

4. Click the OK button. The Mailbox Properties dialog box appears with the General tab open.

5. In the Last Name box, type the mailbox owner’s last name. The combined characters for the last name and the first name can be a maximum of 15 characters.

6. In the First Name box, type the mailbox owner’s first name. The combined characters for the last name and the first name can be a maximum of 15 characters.

7. From the COS list, select a Class of Service.

8. Select the Directory check box if you want the mailbox owner’s name to play in the Company Directory.

9. Click the OK button.

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Changing and Deleting Mailboxes

Overview

This chapter discusses how to change mailbox options and how to delete a mailbox.

Changing mailbox options

After a mailbox is initialized with Enterprise Edge Voice Messaging, you can change several options and overrides. You can:

• reset a mailbox password

• change a mailbox extension

• change a mailbox Class of Service

• change a mailbox owner’s name

• change the Company Directory Override

• change Message Waiting Notification status

• change the Mailbox Outdial route

• change the Alternate extensions

• change the Call Screening feature status

Resetting a mailbox password

Resetting a mailbox password changes it to the default password 0000. Reset a password only if the mailbox owner forgets the password or if the mailbox owner is “locked-out”. After a mailbox password is reset, you must tell the mailbox owner to change the default password. A mailbox cannot be opened until the default password is changed.

To reset a mailbox password:

1. Click the Mailbox menu and then click Change/Delete. The Mailbox List dialog box appears.

2. Click the name of the mailbox you want to modify.

3. Click the Change button. The Mailbox Properties dialog box appears.

4. Select the Reset Password to default check box.

5. Click the OK button.

6. Click the Close button.

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Changing mailbox options

To change any of the mailbox options:

1. Click the Mailbox menu and then click Change/Delete. The Mailbox List dialog box appears.

2. Click the name of the mailbox you want to modify.

3. Click the Change button. The Mailbox Properties dialog box appears with the General tab open.

4. Modify the extension number, first or last name of the mailbox owner, Class of Service or Company Directory availability.

5. Click the Options tab to modify the Alternate extension numbers, Message Waiting notification or Call Screening settings.

6. Click the Outdial tab to modify the Outdialing route information.

7. After you modifying the mailbox, click the OK button.

8. Click the Close button.

Deleting a mailbox

Before you delete a mailbox, ensure the mailbox owner has listened to all their messages. When you delete a mailbox, all messages stored in that mailbox are deleted and the mailbox is deleted automatically from the Company Directory and all Group Lists.

If you are deleting a mailbox associated with a CCR Tree, make sure you remove the mailbox from the CCR Tree first. If you do not delete the mailbox, the message

Mbox in CCR

To delete a mailbox:

1. Click the Mailbox menu and then click Change/Delete. The Mailbox List dialog box appears.

2. Click the name of the mailbox you want to delete.

appears on your display.

3. Click the Delete button. A message appears that asks you to confirm the deletion.

4. Click the OK button.

5. Click the Close button.

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Mailbox Administration Tasks

Overview

This chapter describes the steps for administering Enterprise Edge Voice Messaging mailboxes, including:

• Special Mailboxes (System Administrator Mailbox and General Delivery Mailbox)

• Personal Mailboxes (User and Guest)

• Information Mailboxes

Administering Special Mailboxes

Special Mailbox administration involves listening to messages, attending to each message, and then deleting the message. Attend every day to messages left in the Special Mailboxes.

There are two Special Mailboxes: System Administrator and General Delivery. You can use the following features for both types.

When a message is left in the System Administrator Mailbox, you can respond to the message in your role as System Administrator.

When a message is left in the General Delivery Mailbox for a mailbox owner, you can send the message from the General Delivery Mailbox to the owner’s mailbox, if they have one.

Administering Personal Mailboxes

A Personal Mailbox is administered mainly by the mailbox owner and requires very little administration from you.

The Personal Mailbox administration tasks that you perform include changing mailbox options such as:

• resetting a password to 0000 if a mailbox owner forgets their password

• mailbox extension

• Class of Service

• mailbox owner’s name

• mailbox overrides, including Alternate extensions (User Mailboxes only), Fax line number (User mailboxes only on systems with FAX enabled) and status of the Call Screening feature.

System Administrator tasks also include adding or deleting Personal Mailboxes. For information about adding mailboxes, refer to User Mailboxes on page 77, and

Adding multiple mailboxes on page 79.

For more information about Personal Mailbox Options and administration see the Enterprise Edge 2.0 Voice Messaging Reference Guide.

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88 Mailbox Administration Tasks

About mailbox passwords

Each mailbox certified with Enterprise Edge Voice Messaging is protected by a password established by the mailbox owner. When you add a mailbox to Enterprise Edge Voice Messaging, the password 0000 is assigned automatically. This is the default password.

To use a mailbox, a mailbox owner must change the default password. The new password must be four to eight digits in length and cannot start with zero.

If a mailbox owner cannot remember their password, you can reset the password to the default password 0000. Refer to Changing mailbox options on page 85.

Caution: Change your System Administrator password frequently to minimize the risk of unauthorized activity.

Incorrect password lock-out

In its Class of Service each mailbox is assigned a maximum number of incorrect password attempts. Enterprise Edge Voice Messaging records the number of incorrect attempts since the last time the mailbox was accessed successfully. If the number is of attempts is exceeded, the mailbox owner is “locked-out”. The mailbox cannot be opened again until the password is reset. Refer to Changing mailbox

options on page 85.

Password expiry

In its Class of Service each mailbox is assigned the maximum number of days its password remains active. When the maximum number of days is exceeded the mailbox password expires. The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until the password is changed. Unless the telephone has a two line display, the following voice announcement is played when the mailbox is opened after the password expires:

“Your current password has expired. You must change your password. Please enter your new password, then press £.”

After the new password is entered the mailbox returns to normal operation.

Caution: Set the Class of Service password expiry to a low value so that mailbox owners must change their password often. Mailboxes with a Class of Service value that has a high or indefinite password expiry interval setting have an increased likelihood of unauthorized use of the Enterprise Edge Voice Messaging system.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Enabling external initialization

You can assign Mailbox initialization to be performed only from an internal Enterprise Edge telephone. This added security feature makes it difficult to tamper with or gain access to the mailboxes fraudulently.

If a user attempts to access an uninitialized mailbox from an external number, they are denied access. After the mailbox is initialized, the user can access the mailbox from any touch tone phone. The default setting for the External Initialization feature is off.

To enable External Initialization:

1. On the Options menu click System Parameters. The System Parameters dialog box appears.

2. At the External Initialization option, select Enable.

3. Click the OK button.

Mailbox Administration Tasks 89

Configuring the Company Directory

You can determine whether callers can search the Company Directory by first name, last name or both first and last name. You can also disable the Company Directory if necessary. For more information about the Company Directory, refer to Company Directory on page 59.

To configure the Company Directory:

1. On the Options menu click System Parameters. The Systems Parameters dialog box appears.

2. At the Directory Search by option, select First Name, Last Name or Both.

3. Click the OK button.

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Setting up Outcalling Channels

Designating the number of channels for Off-premise Message Notification and Outbound Transfer

For Off-premise Message Notification, fax printing and AMIS networking to work, voice channels must be available to Enterprise Edge Voice Messaging. You must assign channels to Enterprise Edge Voice Messaging to place outgoing calls.

Set Outcalling channels to no more than half of the total channels available on Enterprise Edge Voice Messaging.

Do not assign all station channels on your system as voice channels for Outcalling. Ensure you reserve enough channels to accommodate incoming calls.

Note: Enable Outbound Transfer only for users who require this feature.

Outbound Transfer increases the likelihood of unauthorized use of the Enterprise Edge Voice Messaging system, especially when the line, pool or route code assigned allows long distance dialing.

To designate the number of channels for Outcalling:

1. On the Options menu click System Parameters. The System Parameters dialog box appears.

2. In the Number of Outcalling Channels box, type the number of outcalling channels.

3. Click the OK button.

Enabling and disabling the General Delivery Mailbox

The default status for the General Delivery Mailbox is enabled. The General Delivery Mailbox can be disabled or enabled as required by your company.

To assign the General Delivery Mailbox:

1. On the Options menu click System Parameters. The System Parameters dialog box appears.

2. At the General Delivery Mailbox option, select Yes for enabled or No for disabled.

3. Click the OK button.

Callers who reach the General Delivery Mailbox can leave a message if the General Delivery Mailbox is enabled. If it is disabled, callers hear the Automated Attendant Voice Prompt. At any time, callers can press ‚ to reach the Operator.

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Setting up the Operator’s Mailbox

If the Operator is not available, any calls that request the Operator transfer to the General Delivery Mailbox. Assign the General Delivery Mailbox number to your company’s designated Operator. The extension can be any operating extension on your Enterprise Edge Voice Messaging System that is not already assigned to a mailbox.

To change the mailbox number:

1. On the Options menu click Operator Settings. The Operator Settings dialog box appears.

2. In the Attendant box, type the Operator’s mailbox extension.

3. Click the OK button.

Broadcast and Group messages

Apart from the day-to-day messages you send, there can be times when y ou need to send a Broadcast Message to all mailbox owners, or a Group Message to a designated group of mailboxes.

Mailbox Administration Tasks 91

This section describes how to:

• send a Broadcast Message

• create or delete a Group List

• change the members of a Group List

• view the members of a Group List

• send a Group Message

Sending Broadcast Messages

A Broadcast Message sends the same message is delivered to each mailbox, and eliminates recording and sending the same message several times. Broadcast Messages can be sent to announce meetings, special company events, and reminders.

Only you, as System Administrator, can send Broadcast Messages. You send a Broadcast Message by entering ƒ·°⁄, logging on and pressing ·.

Broadcast Messages play on all mailboxes initialized with Enterprise Edge Voice Messaging. A mailbox owner does not have to select a Broadcast Message to play. The message plays automatically when mailbox owners open their mailboxes, and erases automatically after it plays.

A Broadcast Message plays only once for each mailbox owner. Broadcast Messages are not sent to Information or Special Mailboxes.

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92 Mailbox Administration Tasks

Sending a Broadcast Message

To send a Broadcast Message, you must first open your System Administrator Mailbox:

1. Press ƒ·°⁄.

Pswd: OTHR RETRY OK

Log: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Record message: RETRY PAUSE OK

Accept rec? RETRY PLAY OK

2. Press

OTHR

Note: If the set you are using does not have a

mailbox, the

Log:

prompt appears.

3. Enter the System Administrator Mailbox number and password, then press OK.

4. Press ·.

5. At the tone, record your message and press OK.

6. To listen to your message before sending it,

PLAY

press

Press OK to accept your recording. The display changes to show

To record your message again, press

Msg delivered

RETRY

Press ® to end this programming session.

Your message is delivered to all mailboxes initialized with Enterprise Edge Voice Messaging.

Sending Group Messages

Group Messages can be sent by any user, but the Group List to which the messages are sent must be defined or changed by the System Administrator.

Before you can send a Group Message, you must first define a Group List. A Group List contains all the mailbox numbers that receive a group message. For example, you can group all mailboxes from the accounting department into a Group List, and all the mailboxes from the shipping department into another Group List.

A Group List can include only mailbox numbers. A Group List cannot include the number of another Group List.

The Group List feature is enabled during installation.

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Mailbox Administration Tasks 93

Preparing a Group List

Preparing a Group List is similar to setting up a new mailbox. You assign a number and a name to a Group List. The leading digit for Group Lists is 9. You can change the Group List leading digit at any time, if necessary. The next two digits are assigned automatically by Enterprise Edge Voice Messaging when you add the Group List. The Group List numbers are assigned in sequential order. You must assign the Group List name. For information about Fax Group Lists, refer to

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

Enterprise Edge Voice Messaging allows 99 Group Lists. Each Group List can contain a maximum of 1,000 mailboxes. Before you begin to add Group Lists, you must prepare a group mailbox member list. Ensure that this list contains:

• leading digit – (see Group List Numbers on page 93)

• Group List name – maximum 16 characters long

• mailbox numbers – to be included in the group A mailbox must be initialized before it can be added to a Group List.

After you establish a Group List, you can change the mailboxes included in the list, record a new list name, view the Group List, or delete the Group List.

Group List Numbers

The number 9 is assigned as the default Group List leading digit. For example, the default Group List numbers are 901 to 999. If the leading digit is 5, the Group Lis t numbers are 501 to 599. The Group List numbers are always three digits long.

You can change the Group List leading digit if necessary. For more information on changing the Group List leading digit, refer to Changing the Group List leading

digit on page 95.

The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List. The table Sample Group List shows two sample Group Lists.

Sample Group List

Group List no. Name Mailbox no.

901 Sales 224

223 233

902 Shipping 227

221

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Adding a Group List

To add a Group List:

1. Click the Group Lists menu.

The Group Lists dialog box appears.

2. Click the Add button.

The Group List dialog box appears.

3. In the Group List Name box, type the new Group List name.

4. Follow the steps in Recording a greeting or prompt from your telephone

handset on page 27 to record a spoken Group List name from your telephone

handset or follow the steps in Recording a greeting or prompt from your PC on page 28 to record a spoken Group List name from your PC or follow the steps in Locating a previously recorded greeting or prompt on page 28 to select a previously recorded Group List name.

5. From the Available list, click a mailbox that you want to include in the Group List.

6. Click the Add button to copy the mailbox into the Current Members list. Repeat steps 5 and 6 for each mailbox that you want to include in the Group List.

7. After you add all the members to the Group List, click the OK button and then click the Close button.

Changing a Group List

A Group List Name and mailbox numbers can be added to or deleted from a Group List at any time. Mailboxes must be initialized before they can be added to a Group List. You cannot change a Group List number. To change a Group List number, you must delete the Group List and add new member mailbox numbers as a new Group List. For more information, refer to Adding a Group List on page 94.

To change a Group List:

1. Click the Group Lists menu. The Group Lists dialog box appears.

2. If you want to change the Group List name, click the name of the group, and then click the Change button.

3. Enter the new Group List name.

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Mailbox Administration Tasks 95

4. Follow the steps in Recording a greeting or prompt from your telephone

handset on page 27 to record a spoken Group List name from your telephone

5. Select a mailbox from the Current Members Available list that you want to remove from the Group List.

6. Click the Remove button to remove it from the Current Members list.

7. Select a mailbox from the Available list that you want to include in the Group List.

8. Click the Add button to copy the mailbox into the Current Members list.

9. After you make the necessary changes to the Group List, click the OK button.

Changing the Group List leading digit

You can find it necessary to change the Group List leading digit . For example, if 9 is assigned as the Group List leading digit, 901 to 999 is your range of Group Lists. If you change the leading digit to 5, the Group List numbers change to 501 to 599. The Group List numbers are always three digits long.

Note: You cannot change the Group List leading digit to a number that conflicts

with mailbox numbers. For example, if your company has mailboxes ranging from 500 to 720, you cannot choose 5, 6 or 7 as the Group List leading digit.

To change the Group List leading digit:

1. On the Options menu click System Parameters. The System Parameters dialog box appears.

2. In the Group List Leading Digit box, type the new leading digit.

3. Click the OK button.

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Deleting a Group List

You can delete a Group List at any time. If you delete a Group List, the Group List number is re-assigned automatically by Enterprise Edge Voice Messaging the next time you add a Group List. Deleting a Group List does not delete any mailboxes from the Enterprise Edge Voice Messaging system.

To delete a Group List:

1. Click the Group Lists menu. The Group Lists dialog box appears.

2. Click the Group List you want to delete.

3. Click the Delete button.

4. Click the OK button to confirm the deletion.

5. Click the Close button.

Sending a Group Message

You can sent a Group Message whenever you want to notify a specific group of mailboxes of a pending event or company notice that pertains to the group. A Gro up List message must be selected to play, just as a regular message is selected, before a mailbox owner can listen to it. Unlike a Broadcast Message, a Group List message does not play automatically. When a mailbox owner sends a message to the Group List, the mailbox owner’s own mailbox does not receive the message.

To send a Group Message from your Enterprise Edge telephone:

1. Press ƒ·°‚.

Mbox: DIR QUIT

Grp List: RETRY OK

Record message: RETRY PAUSE OK

Message options: RETRY PLAY SEND

2. Enter the Mailbox number.

3. Enter the Group List number and press OK.

4. At the sound of the tone, record your message and press

5. Press

RETRY

to end your recording.

to record your message again

PLAY

press

to replay your message

SEND

press

to accept and send your message.

Leave message: NEW MBOX

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Press ® to end this programming session.

Caller ID (CLID)

If your company subscribes to Caller ID, also known as Calling Line Identification or CLID, the caller’s number or name and number appears on the telephone’s display if the telephone has a one or two-line display.

Caller ID is one of the options needed to use the Reply feature for external calls. You must assign the number of rings to two or more on lines equipped with Caller

ID for pre-recorded Personalized Greetings to play. Caller ID information does not appear until just prior to the second ring.

Mailbox Administration Tasks 97

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Mailbox feature codes

Overview

Callers use feature codes to perform Enterprise Edge Voice Messaging functions. There are nine feature codes that work with Enterprise Edge Voice Messaging. The table Description of feature codes explains the purpose of each Enterprise Edge Voice Messaging feature code.

Feature codes are assigned during installation. You can program the feature codes onto memory buttons. For information, refer to Programming a memory button on page 100.

Description of feature codes

Feature code name Feature code buttons Description

Leave Message

Open Mailbox

Operator Status

Call Forward to Enterprise Edge Voice Messaging

Enterprise Edge Voice Messaging extension

Transfer Interrupt

Call Record

·°‚

·°⁄

·°¤

·°›

·°ﬁ

·°ﬂ

·°‡

·°·

Leaves a message in a mailbox. No password is required.

Opens your Personal mailbox. Your personal password is required.

Used by the System Administrator, receptionist, or Operator to set the Operator Status. When an operator is not available, set the Operator Status to No. This alerts the Automated Attendant that the Receptionist or designated Operator is not available. Operator Status also establishes whether a business is open or closed, and designates the Operator’s extension. Operator Status is protected by a password.

Forwards incoming calls to Enterprise Edge Voice Messaging.

Determines the Enterprise Edge Voice Messaging extension. This number is used to access Enterprise Edge Voice Messaging from a one line display telephone attached to an Enterprise Edge ATA 2 or an Analog Station Module.

Transfers calls to a mailbox. Interrupts Enterprise Edge Voice Messaging when a

caller is listening to your personal mailbox greeting or leaving a message so you can speak with the caller. If a caller is interrupted, the first part of the message remains in the mailbox. You can delete this message at your convenience. If Off-premise Message Notification is on, the message causes Enterprise Edge Voice Messaging to call the Off-premise Notification number immediately.

Records a telephone call from your Enterprise Edge telephone. The message is left in your mailbox.

P0911620 Issue 02 Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

100 Mailbox feature codes

Programming a memory button

To simplify setup and administration tasks, we recommend that you program memory buttons for the feature codes you use most often. The most frequently used Enterprise Edge Voice Messaging feature codes are:

• Open Mailbox - Feature 981

• Forward to Enterprise Edge Voice Messaging - Feature 984

• Transfer - Feature 986

• Interrupt - Feature 987 To program a memory button:

1. Press ƒ•‹.

Press a button QUIT

2. Press a programmable button.

3. Press ƒ and enter the feature code number.

Programmed

4. Repeat steps 1 through 3 for each Enterprise Edge Voice Messaging feature code you want to program.

Label the buttons with the feature code description using the paper labels provided with your Enterprise Edge telephone.

Note: We recommend that you program a memory button with the Enterprise

Edge Voice Messaging extension.

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide P0911620 Issue 02

Avaya BCM 2.0 Voice Messaging User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Introduction

About Enterprise Edge Voice Messaging

Basic Enterprise Edge Voice Messaging

Voice Messaging

Automated Attendant

Custom Call Routing (CCR)

Enterprise Edge Integrated Solution optional software

Enterprise Edge Message Networking

Enterprise Edge Unified Messaging

Enterprise Edge Call Center

How this guide is organized

Symbols and conventions

What appears on the display

Prerequisit es

The Enterprise Edge Voice Messaging document set

Using Enterprise Edge Voice Applications Manager

Overview

Enterprise Edge Voice Applications Manager installation overview

PC prerequisites

Installing the Enterprise Edge Voice Applications Manager client software

Starting the Enterprise Edge Voice Applications Manager client software from a PC

Removing the Enterprise Edge Voice Applications Manager client software

Setting up Enterprise Edge Voice Messaging

Overview

Who can use Enterprise Edge Voice Messaging

Using Enterprise Edge V oice Messag ing with an Enterprise Edge two line display telephone

Ending a session

Accessing your Personal Mailbox while away from the office

Interrupting a voice prompt

Recording greetings and prompts

Recording a greeting or prompt from your telephone handset

Recording a greeting or prompt from your PC

Locating a previously recorded greeting or prompt

Setting up an Automated Attendant

Overview

Greeting Tables

Company Greetings

Recording a Company Greeting

To record a Company Greeting:

Setting up a Greeting Table

Assigning greetings and CCR Trees to Greeting Tables

Setting the Business Hours

Assigning the language preference

Assigning the Greeting Table Attendant

Automated Attendant Menu

Recording a Custom Menu prompt

Changing the Enterprise Edge Voice Messaging language availability

Programming which lines are answered by Enterprise Edge Voice Messaging

Assigning a Greeting Table and the number of rings before Enterprise Edge Voice Messaging answers

Enabling Touchtone Gate

Setting up the fax answering extension

Enabling and disabling Enterprise Edge Voice Messaging

Automated Attendant Status settings

Overview

Setting the Operator Status

Changing the Operator password

Changing the Operator default extension

Setting the Business Status

Making changes from a remote telephone

Changing the Business Status from a remote telephone

Changing a Company Greeting from a remote telephone

Setting the Answer Lines status

Setting the Return to Automated Attendant Status

Overview of Mailboxes

Types of mailboxes

System Administrator Mailbox

General Delivery Mailbox

User Mailboxes

Guest Mailboxes

Information Mailboxes

Tools and materials

Terms and definitions

Class of Service

Default values

Mailbox Overrides