Avaya EE Voice Messaging User Manual

Enterprise Edge Voice Messaging Set Up and Operation Guide

1-800-4 NORTEL www.nortelnetworks.com

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 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 22

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

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4 Contents

Chapter 4 Setting up an Automated Attendant 29

Overview 29 Greeting Tables 30

Company Greetings 31

Recording a Company Greeting 33

To record a Company Greeting: 33

Setting up a Greeting Table 35

Automated Attendant Menu 35 Recording a Custom Menu prompt 35 Assigning a greeting to a Greeting Table 37 Assigning the language preference 38 Assigning the Greeting Table Attendant 38 Assigning a CCR Tree to a Greeting Table 39

Setting the Business Hours 39 Changing the Enterprise Edge Voice Messaging language availability 40 Programming which lines are answered by Enterprise Edge Voice

Messaging 40

Adding lines, assigning a Greeting Table and assigning the number of

rings before Enterprise Edge Voice Messaging answers 41 Enabling Touchtone Gate 42 Setting up the fax answering extension 43 Enabling and disabling Enterprise Edge Voice Messaging 43

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 47 Changing a Company Greeting from a remote telephone 48 Setting the Answer Lines status 49 Setting the Return to Automated Attendant Status 49

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

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Contents 5

Terms and definitions 55 Class of Service 56

Default values 57

Mailbox Overrides 58

Company Directory 59 Alternate extensions 59 Activating the Call Screening feature 60 Message Waiting Notification 60 Outdial route 60

Chapter 7 Special Mailboxes: General Delivery and System Administrator 63

Overview 63

System Administrator’s Mailbox 64 General Delivery Mailbox 64 Class 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 65 Recording the Mailbox greeting 67 Selecting a Mailbox Greeting 68

Listening and responding to messages left in Special Mailboxes 69

Copying a message to another Mailbox 71 Replying to a message 73

Chapter 8 Creating Mailboxes 75

Overview 75

Tools and materials 75

User Mailboxes 75

Adding a User Mailbox 76 Adding several User Mailboxes using the Create Mailbox Utility 77 Guest Mailboxes 79

When to use Guest Mailboxes 79

Adding Guest Mailboxes 80 Information Mailboxes 81

When to use Information Mailboxes 81

Adding Information Mailboxes 82

Chapter 9 Changing and Deleting Mailboxes 83

Overview 83 Changing mailbox options 83 Deleting a mailbox 85

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Chapter 10 Mailbox Administration Tasks 87

Overview 87

Administering Special Mailboxes 87

Administering Personal Mailboxes 87 About the passwords 88

Incorrect password lock-out 88

Password expiry 88 Enabling external initialization 89 Configuring the Company Directory 89 Setting up Outbound Transfer 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 95 Sending a Group Message 95

Caller ID (CLID) 96

Chapter 11 Mailbox Feature Codes 97

Overview 97 Programming the feature codes 97 Programming a memory button 97

Determining the Feature Codes 98 Leave a Message 99 Open Mailbox 99 Operator Status 100 Forward to Enterprise Edge Voice Messaging 100 Enterprise Edge Voice Messaging extension 100 Transfer to Mailbox 100 Interrupt a Message 101 Call Record 101

Chapter 12 Overview of Custom Call Routing 105

Planning and designing a CCR Tree 108 About the CCR Tree structure 108

Next Action 110

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Chapter 13 Building, saving, and enabling a CCR Tree 111

Overview 111

Tools and materials 111 Beginning a new CCR Tree and recording the Home node voice prompt

111

Beginning to build a new Tree 112 Adding a sub-node to a Menu node 114 Adding an Information Mailbox 116 Adding a Mailbox node 117 Adding a Transfer 118

Adding a Transfer to an internal extension 118

Adding a Transfer to an external number 118 Saving a CCR Tree 120 Enabling a CCR Tree 120 Testing a CCR Tree 121

Chapter 14 Changing or deleting a CCR Tree 123

Overview 123

Tools and materials 123

Precautions 123 Saving a CCR Tree to a file 123 Disabling a CCR Tree 124 Changing the Home node menu 124 Changing a Sub-node 124 Moving a node 125 Deleting a menu 125 Deleting a Tree 125

Contents 7

Chapter 15 Enterprise Edge Voice Messaging Reports 129

Overview 129 Directory Report 130 Numeric Mailbox Report 130 System Group List Report 130 Mailbox Activity Report 130 Caller ID (CLID) Report 131 Dialing Translation Report 131 Alarm Report 131 Custom Call Routing Report 131 Enterprise Edge Voice Messaging Call Handling and Port Usage Report

131

Enterprise Edge Voice Messaging Call Handling and Port Usage Report

Part 1 132

Enterprise Edge Voice Messaging Call Handling and Port Usage Report

Part 2 132

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System Configuration Report 132

System Configuration Report, Part 2 132

System Configuration Report, Part 3 132

System Configuration Report, Part 4 132

Chapter 16 Enterprise Edge Voice Messaging Troubleshooting 133

Overview 133 System trouble 133

Automated Attendant does not answer any calls 133

Call display information is lost 133

The Automated Attendant transfers some callers to the General Delivery

Mailbox 134 Greetings are played at the wrong time of day 134 Greetings are played on the wrong line 134 A telephone cannot be forwarded to Enterprise Edge Voice Messaging

134 Feature 981 produces a Log prompt on the Enterprise Edge display 134 Mailbox owner is unable to reply to an external caller, use Off-premise

Message Notification or Outbound Transfer 135

Operating trouble 136

Personalized Greetings do not play 136 Mailboxes are not accepting messages 136 Messages are being lost in a mailbox 136 A mailbox owner lost the mailbox password 136 A mailbox owner cannot access their mailbox 136 A mailbox is not in the Company Directory 137 Calls are being answered by the wrong mailbox 137 A mailbox cannot be added to Enterprise Edge Voice Messaging 137 You cannot enter a name for a mailbox 137 Incomplete messages are received in a mailbox or “Message delivered”

plays while recording a message, or a Enterprise Edge Voice Messaging session ends unexpectedly 137

You cannot create a Group List 137

Custom Call Routing (CCR) trouble 138

Interruptions while building or changing the Tree 138 The Tree cannot be deleted 138 The Tree cannot be enabled 138 The Leave Message Point mailbox is full 138 Deleting a mailbox 138

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Chapter 17 Appendix A: Dialing Translation 141

Overview 141

How the Dialing Translation Table works 141 Phone number Translation 141 Network Access 143 Dialing Translation Parameters 143

Setting the Dialing Translation Parameters 144 Building a Dialing Translation Table 145 Reviewing entries in the Dialing Translation Table 145 Changing an entry in the Dialing Translation Table 146 Deleting a Dialing Translation Table entry 146

Chapter 18 Appendix B: Enterprise Edge Configuration Tips 147

Overview 147 Delayed answering by the Enterprise Edge Voice Messaging Automated

Attendant 147 Ringing lines and answer buttons 147 Ringing Answer Button 148 Using Call Forward All Calls (CFAC) and Call Forward No Answer

(CFNA) 148 Sample Enterprise Edge Voice Messaging set ups 148

Setting Up for a small company 149 Setting Up for a medium sized company 150

Feature Compatibility 153

Contents 9

Glossary 157

Index 167

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Enterprise Edge Voice Messaging Set Up and Operation Guide P0908523 Issue 01

Section I - Getting started

• Introduction

• Setting up Enterprise Edge Voice Messaging

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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 using and programming the telephone system.

For more information on installing and using Enterprise Edge Voice Applications Manager see Appendix B: Enterprise Edge Configuration Tips on page 147.

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

Basic Enterprise Edge Voice Messaging

The following is a brief description of the base 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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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 Networking

Enterprise Edge Networking links Enterprise Edge Voice Messaging or other voice mail systems at different locations. 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 and Audio Messaging Interchange Specification (AMIS)-specific parameters and AMIS Site Administration. Refer to the Enterprise Edge Voice Messaging AMIS Set Up and Operation Guide for information about AMIS Networking. For information about digital networking, refer to the Enterprise Edge 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

The Enterprise Edge Unified Messaging feature allows you to create and receive Enterprise Edge Voice Messaging messages on your personal computer (PC).

Enterprise Edge Personal Mailbox Manager

Enterprise Edge Personal Mailbox Manager allows you to administer all the mailbox features and functions that are available through ƒ·°⁄ from your PC. 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 allows the System Administrator to administer the Enterprise Edge Voice Messaging features and functions available through ƒ·°¤ from a PC. 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. With this in mind, read the guide carefully to understand how to set up and administer your Enterprise Edge Voice Messaging system.

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 Pswd: Display prompts. Used on one- and two-

Display font, word in capital letters and underlined

Dialpad buttons

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.

MBOX

Set 2100 OK

line display telephones. You must perform an action in response to the prompt.

Display button option. Appears on twoline display telephones button 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

Prerequisit es

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

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The Enterprise Edge Voice Messaging document set

Document Audience Description

Enterprise Edge Voice Messaging Quick Reference Card

Enterprise Edge Voice Messaging Reference Guide

Enterprise Edge Voice Messaging Set Up and Operation Guide

Enterprise Edge Voice Messaging Programming Record

Enterprise Edge Voice Messaging AMIS Set Up and Operation Guide

Enterprise Edge Voice Messaging AMIS 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

Instructions for setting up, programming, and operating 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 available for Enterprise Edge Voice Messaging for the Enterprise Edge Integrated Solution software package.

programming and using the AMIS software available for the Enterprise Edge Integrated Solution software package.

Introduction 17

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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 allows the System Administrator to 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.

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Installing the Enterprise Edge Voice Applications Manager client software

To install the Enterprise Edge Voice Applications Manager software:

1. Exit any Windows® 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 INSTALL.EXE file.

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

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 and then click Programs.

2. Point to Enterprise Edge Voice Applications Manager and then click Enterprise Edge Voice Applications Manager. The Administration Password dialog box appears.

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

4. In the Administration Password box, type your System Administrator Mailbox number and password combination and click the OK button. The Enterprise Edge Voice Applications Manager menu appears.

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Using Enterprise Edge Voice Applications Manager 23

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.

2. Double-click Add/Remove Programs.

3. From the list, select Enterprise Edge Voice Applications Manager and click the Add/Remove button.

4. Confirm the deletion. 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

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 97.

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 a t a time. 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 diagram the figure

Enterprise Edge two line display two line display on page 26.

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26 Setting up Enterprise Edge Voice Messaging

Enterprise Edge two line display 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 •• 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 a 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 a single-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 voice prompt can be stopped by pressing £. A user cannot interrupt a prompt that is informing the user of an error.

Press There are no voice prompts for configuration options. All configuration commands

and options appear on the two-line display telephone.

to return to the previous display prompt.

•

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Section III - Automated Attendant

• Setting up an Automated Attendant

• Automated Attendant Status settings

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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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30 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 store a total of 40 Company Greetings in memory, but onl y 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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