16
VoiceWorks
Administrator manual
0221-1000
Rev. B
About ESI
ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas, in the internationally
known “Telecom Corridor.” Founded in 1987, ESI designs and builds innovative telecommunications
products for businesses like yours. Because of their powerful combination of value and features, ESI
products are consistently recognized by industry publications and leaders. In fact, ESI also creates telecommunications products for major companies to market under their well-known brand names.
Copyright © 1998 ESI (Estech Systems, Inc.)
Visit ESI on the Web at http://www.esi-estech.com.
Comdial, Digitech, DXP, Impact, Execumail, Executech
Lucent
and
Partner
are registered trademarks of Lucent Technologies.
are registered trademarks of Comdial Corporation.
Table of contents
General description................................................................................................................................A-1
Auto attendant features ......................................................................................................................................................A-1
V oice mail features..............................................................................................................................................................A-1
What a system administrator does.......................................................................................................B-1
Duties...................................................................................................................................................................................B-1
Responsibilities....................................................................................................................................................................B-1
Re-recording prompts ...................................................................................................................................................B-1
Distributing the user’s guide..........................................................................................................................................B-1
Assigning user mailboxes.............................................................................................................................................B-1
Assign special mailboxes..............................................................................................................................................B-1
Introduction: Programming VoiceWorks16............................................................................................C-1
Keypad methodology....................................................................................................................................................C-1
Entering programming ..................................................................................................................................................C-1
Administrator’s programming menu tree...........................................................................................................................C-2
Function 1: System parameters............................................................................................................D-1
Function 12: Administrator password................................................................................................................................D-1
Function 16: Time and date................................................................................................................................................D-1
Function 4: Auto attendant programming...........................................................................................E-1
Function 43: Automatic day/night mode table..................................................................................................................E-1
Function 431: Day/night mode.....................................................................................................................................E-1
Function 5: Voice mail programming ...................................................................................................F-1
Overview: Mailbo x types.....................................................................................................................................................F-1
User mailboxes..............................................................................................................................................................F-1
Guest mailboxes............................................................................................................................................................F-1
Informational mailboxes................................................................................................................................................F-1
Group mailboxes............................................................................................................................................................F-1
Broadcast mailbox.........................................................................................................................................................F-2
Cascade paging mailboxes..........................................................................................................................................F-2
Question-and-answer (Q&A) mailboxes......................................................................................................................F-2
Function 53: Mailbox programming...................................................................................................................................F-2
Function 54: Group mailbox es and the broadcast mailbox.............................................................................................F-4
Function 55: Off-premises notification parameters..........................................................................................................F-5
Function 56: Cascade paging mailboxes..........................................................................................................................F-7
Function 561: Cascade mailbox options.....................................................................................................................F-7
Function 562: Paging interval.......................................................................................................................................F-8
Function 57: Q&A mailbox es..............................................................................................................................................F-9
Function 6: Recording........................................................................................................................... G-1
Function 61: Re-record system prompts ......................................................................................................................... G-1
Re-recordable prompts........................................................................................................................................ G-2
Function 62: Record directory names.............................................................................................................................. G-3
Function 63: Message-on-hold programming................................................................................................................. G-4
Function 631: MOH source ......................................................................................................................................... G-4
Function 633: MOH volume......................................................................................................................................... G-5
Function 7: Reports................................................................................................................................H-1
Function 72: Auto Attendant Report..................................................................................................................................H-1
Function 73: Extension Department Report.....................................................................................................................H-1
Function 74: Voice Mail Statistics Report..........................................................................................................................H-1
Function 8: Exit Programming Mode .................................................................................................... I-1
Function 81: Exit programming and return to main greeting............................................................................................ I-1
Function 82. Exit programming and disconnect................................................................................................................I-1
(This page included for pagination purposes only.)
VoiceWorks
16
General description
General description
16
VoiceWorks
2 to 16 ports with over 70 hours of voice storage, and 1,000 mailboxes. It is housed in a small
ABS plastic case that is wall mounted in the telephone equipment room. The system consists
of a cabinet which houses up to 4 port cards, a main board and a memory module. An external wall mounted power transformer powers the system.
Programming of the system can be done from a standard PC using the VoiceWorks
application through either the serial port or modem. Programming can also be done from any
telephone by dialing V oiceW orks
of touch-tone commands. VoiceWorks
mer through all system programming on a prompted, step-by-step basis. Recording of system
announcements, prompts or directory names are done through the phone. The VoiceWorks
automated attendant’s audio-text branches can be programmed with up to 100 announcements and can be of any length. Announcements and name changes or other day -to-day
operations are accomplished via dial-up using an Administrator's password. Other, more permanent, programming can be accessed only by a higher level, programmer's password.
Auto attendant features
is a standalone voice mail and auto attendant system that can be configured for
16
Installe r
16
directly, then entering the appropriate password and a series
16
built-in voice instructional prompts walk the program-
16
VoiceWorks16 contains an automated attendant that provides traditional automatic answering of
incoming calls, presentation of choices to the caller, and connection to destination based on
those choices. The system’s call routing follows a branch concept whereby the caller is routed
through a series of branches to the destination he/she wishes to reach. He/she moves from
branch to branch by selecting a number or name presented in an announcement. Call routing
can contain up to 6 levels of branches with each branch at each level capable of advancing to
up to 8 more branches (total branches not to exceed 100). Based on the phonepad responses ,
a caller is routed along a path from branch to branch to: a preset extension or department, an
alphabetic or all names directory, or another menu branch for further choices.
Voice mail features
VoiceWorks16, in conjunction with its auto attendant, will have designated busy and/or no answer stations rerouted to their corresponding mailboxes or other ex tensions automatically.
A caller who has manually entered a mailbox number or who has been redirected by the auto
attendant will hear the user's personal greeting such as “Hi, this is John Jones, I'm either on
the phone or awa y from my desk, please leave me a message at the tone.” After the message
has been left, the caller will hear another instructional prompt such as “To reach an oper ator
press 0, or if finished press * and hang up.”
When a mailbox owner uses a personal password to enter the mailbox, the system will play
the number of new and old messages currently in the mailbox and then play all messages
starting with the oldest of the remaining new messages. The user can ex ecute the following
options during or at the end of each message: pause, save, delete, reply to sender, back-up,
hear time & date stamp, move the message to another mailbox (with or without a preamble) or
leave a message in another mailbox.
Note:
Reply to sender will operate only if another user who was logged into his/her mailbox
when they left the message.
A-1
General description
VoiceWorks
Group mailboxes allow authorized individuals to “broadcast” a message to several members'
mailboxes at one time. Even though a group mailbox can have many members, a group message only uses memory storage as one message.
Cascade paging mailboxes can be assigned when messages received require that several
external pagers be notified. Informational mailboxes can be created to provide information to
outside callers.
A mailbox user can also control many mailbox functions once his pass word has been entered:
record, delete or hear his personal greeting; hear or enter a new passw ord; hear, add, or delete members from a group mailbox; add or delete his pager or telephone number.
The system can have up to 1000 individual mailboxes plus up to 16 group mailboxes. Each
mailbox can have a maximum of 128 messages.
16
A-2
VoiceWorks
16
What a system administrator does
What a system administrator does
Duties
The
System Administrator’s
•ýMaintaining the employee directory (if used)
•ýAssigning/deleting mailboxes
•ýRe-recording prompts
•ýAdministering manual change of day/night mode (if required)
•ýTraining new employees on the system's operation
Once the installer has completed putting VoiceWorks
is used to gain access to VoiceWorks
programmed by dialing in either “locally” (from a system e x tension) or remotely, such as from
your home or other location.
When VoiceWorks16 answers, enter the administrator's password during the first few seconds
of the main greeting. VoiceW orks
ply follow the instructional voice prompts to make any desired changes.
Refer to this Administrator's Manual for the programming functions that the administrator's
password can access.
duties may include:
16
16
and make the desired changes. VoiceWorks16 can be
16
will respond with a menu of all programmable options; sim-
in place, the Administrator's password
Responsibilities
The Administrator and users will require training and preparation for the cutover:
Re-recording prompts
VoiceWorks16 has all necessary prompts pre-recorded to assist in initial set-up. You may wish
to re-record some or all of them. The main greeting must be re-recorded and may require occasional updating for holidays, etc. It’s best to write out a script and practice.
Distributing the u ser’s guide
Reproduce the user guide and distribute it to your organization. It should provide enough detail
for each user to get started. The user guide should also become part of your new employee kit.
Assigning user mailboxes
User mailboxes will always match their extension number. If you hav e outside employees,
assign them mailbox numbers that are out of the range of your existing phone system extension numbers but within the mailbox range set by the installer.
Assign special mailboxes
The numbers for group mailboxes (see page F-1) and cascade paging mailboxes (see page F-
2) are pre-set. Work out their best use for your organization and distribute the group mailbox
numbers accordingly.
B-1
General description
(This page included for pagination purposes only.)
VoiceWorks
16
B-2
VoiceWorks
16
Introduction: Programming VoiceWorks
16
Introduction: Programming VoiceWorks
16
VoiceWorks16 is programmable by using an y standard touchtone phone (either locally —
within your phone system — or remotely, such as from home or another location). Once connected to VoiceWorks
16
, enter the Administrator password to enter programming mode.
Programming is accomplished by following voice prompts through the Programming Menu
Tree. The prompts are intended to be descriptive and detailed. You do not have to wait for the
entire prompt to play— you can enter a value and/or the # key during any prompt. As you become more familiar with a function, you can step through its prompts very quickly.
Keypad methodology
During DTMF programming the keystroke methodology is as follows:
Code Action
#
*
00#
81#
82#
Acts as an enter key. It will also confirm the new or existing
entry and advance to the next programming step.
Backs up to the previous prompt.
Erases, or replaces any existing recording or entry with no
entry.
When entered from the programmer’s main menu, exits
programming mode and goes to the automated attendant’s
main greeting.
When entered from the programmer’s main menu, exits
programming mode and goes on-hook.
i.e.,
Note:
Always use
81#
or
to exit programming mode. VoiceWorks
82#
16
will wait a maximum of
fifteen minutes without programming entry before automatically exiting programming
mode and returning the port on-hook. Hanging up without e xiting these will require a 15minute wait before the programmer can re-enter the programming mode.
(Cycling the
system’ s power also resets the timer.)
16
When a programming function is accessed, VoiceWorks
will play one of the following:
•ýThe default value for the programmed phone system type, or “None" if no default e xists.
•ýThe existing value , if previously programmed.
16
If the function has multiple entries, VoiceWorks
may begin with a command to enter the particular extension, mailbox or port to be programmed. At any point where a programming entry
was made in error, use the * key to bac k up to the previous instructional prompt.
The contents of any function can be played without being altered. Access the function, then
use the # key to advance through the values without replacing them with new values .
Entering programming
To enter the VoiceWorks16 system for programming, dial to one of the extensions to which it’s
connected. VoiceW orks
then enter the Administrator passw ord assigned b y your installer, and complete the entry by
pressing # (for example:
programming menu tree.
16
will answer with the automated attendant main greeting. Press
16
4 5 6 #.)
* *
VoiceWorks
will respond with the main menu for the
That men u tree is as shown on the next page.
* *,
C-1
Introduction: Programming VoiceWorks
16
Administrator’s programming menu tree
VoiceWorks
16
F1 System Parameters
12 Passwords
122 Administrator
16 Time and Date
F4 Auto Attendant Programming
43 Day/Night T ab les
431 Day/Night Mode
F5 Voice Mail Programming
53 Mailbox Programming
531 User Mailboxes
532 Guest Mailboxes
533 Informational Mailboxes
5331 Range
5332 Reroute
54 Group Mailboxes
55 Off-Premise Notification P a rameters
551 Delivery Options
56 Cascade Mailbox es
561 Mailbox Programming
562 Paging Interval
57 Q&A Mailboxes
F6 Recordings
61 Prompt/Branch Recordings
62 Directory Name Recordings
63 Message On Hold (MOH)
631 MOH Source
633 MOH V olume
F7 Reports
72 Auto Attendant Report
721 Report w/o Clearing Totals
722 Report and Clear Totals
73 Extension Department Report
731 Report w/o Clearing Totals
732 Report and Clear Totals
74 Voice Mail Statistics Report
741 Report w/o Clearing Totals
742 Report and Clear Totals
F8 Exit Programming
81 Exit and Return to Main Greeting
82 Exit and Hang Up
C-2
VoiceWorks
16
Function 1: System parameters
Function 1: System parameters
Function 12: Administrator password
Overview
These functions will play the existing passw ord and prompt the programmer fo r entry of a new
Administrator password. The Administrator can program only those functions listed in this
manual; other func ti on s req ui re t he Ins t all e r.
Setting range
The password can be 2 to 8 digits long.
Default
Administrator Passw ord (Function 122) =
Programming steps
Select the Administrator’s password.
ý1.ý
Enter a new password, followed by the # key. Or, press the # key to confirm the
ý2.ý
current password.
To continue programming, press the * key to back up to the main menu. If finished, select
ý3.ý
Function 8 from the main menu to exit programming.
456
Note:
Be sure to write down the new password and keep it in a saf e place.
You may override any user’s mailbox password using the Administrator password.
Function 16: Time and date
Overview
Time and date need to be programmed to facilitate the time-and-date stamp for messages and
also for the automated attendant’s automatic timetables.
16
Important:
VoiceWorks
does
Savings Time. However, leap days (quadrennial February 29s)
matically.
VoiceWorks
Setting range
Any valid time and date is allowed. A new time is entered in a twelve-hour format, because
VoiceWorks
16
allows se tti n g for AM or PM.
Default
Factory-set time and date (Central time zone).
automatically update for regions which observe Daylight
not
handled auto-
16
is fully Year 2000 compliant.
are
D-1
Function 1: System parameters
Programming steps
V oiceW orks16 will announce the current time and date programmed. To confirm the current
ý1.ý
without changing it, skip to step 3.
time
Enter a new value, in 12-hour format. (You will enter the AM/PM parameter below .)
ý2.ý
Press #.
ý3.ý
Enter 1 for AM or 2 for
ý4.ý
Press #.
ý5.ý
V oiceW orks16 will announce the newly programmed
ý6.ý
V oiceW orks16 will announce the current
ý7.ý
ing it, skip to step 11.
Enter the day of the month.
ý8.ý
Press #.
ý9.ý
Enter the month
10.
ý
ý
Press #.
11.
ý
ý
Enter the year, in 4-digit format (
12.
ý
ý
Press #.
13.
ý
ý
V oiceW orks16 will announce the newly programmed date. Confirm this date by pressing #.
14.
ý
ý
Note:
A built-in battery maintains the correct time and date, even in the event of a power loss.
The battery is located on the main board and is field-replacable by the Installer.
PM.
e.g.,
1999
. Confirm this time by pressing #.
time
programmed. T o confirm the date without chang-
date
).
VoiceWorks
16
D-2
VoiceWorks
16
Function 4: Auto attendant programming
Function 4: Auto attendant programming
Function 43: Automatic day/night mode table
Function 431: Day/night mode
Overview
The day/night mode is used to determine:
(a.)Whether the day, night or holiday greeting is played to callers.
(b.)Which routing callers will receive.
Note:
Day/night functionality is system-wide.
Setting range
Four choices are available —
•
1 (Forced day mode)
ý
1, 2, 3, 4
— VoiceWorks
ing until this function is re-programmed.
•
2 (Forced night mode)
ý
— VoiceWorks
routing until this function is re-programmed.
•
3 (Holiday mode)
ý
— VoiceWorks
routing until this function is reprogrammed.
•
4 (Partner automatic mode)
ý
when the day/night key at the receptionist console is toggled (on Lucent
•
0 (Follow hourly tables)
ý
— VoiceWorks
programmed by the Installer.
or 0:
16
will continue play day g reetings and follow day rout-
16
will continue play night greetings and follow night
16
will continue to play the holiday greeting and follow night
16
— VoiceWorks
will automatically change day/night modes
16
will automatically play the appropriate greeting as
®
Partner® systems).
Default
1 (Forced day mode).
Programming steps
V oiceW orks16 will announce the current mode used. To confirm the setting without changing it,
ý1.ý
skip to step 5.
Enter a new mode value — 1, 2, 3, 4 or 0 — from the above list.
ý2.ý
Press #.
ý3.ý
V oiceW orks16 announces the new mode setting.
ý4.ý
Press # to confi rm.
ý5.ý
E-1
Function 4: Auto attendant programming
This page included for pagination purposes only.
VoiceWorks
16
E-2
VoiceWorks
16
Function 5: Voice mail programming
Function 5: Voice mail programming
Overview: Mailbox types
VoiceWorks16 is equipped to allow up to 1000 mailbox es. Any combination of user, guest mailbox es and informational mailbox es may be programmed. In addition, built into the system are
16 group mailbox es, 10 cascade paging mailboxes, 10 question-and-answer (Q&A) mailboxes
and 1 broadcast mailbox.
The broadcast mailbox number is preset as 900. Group mailbox numbers are automatically set
as the range 901–916, cascade paging mailbox numbers are 920–929 and Q&A mailbox
numbers are 930–939. A user’s mailbox number will normally be the same as his/her
telephone extension.
User mailbox e s
The Installer assigns mailbox numbers in a range that matches extension numbers, for example 100 to 300. Multiple ranges can be installed as long as the ranges do not overlap. By
default, a user’ s mailbox number is the same as the user's extension number.
Listing an extension in the Auto Attendant Block List will have calls transferred directly to their
mailbox when the extension is dialed from the automated attendant.
Guest mailboxes
An employee who doesn’t ha ve a system telephone (
rep, etc.) may still ha ve a guest mailbox. Assign the person a mailbox number that’s not a usable extension on the phone system. Recording a personal greeting will turn on the mailbox.
e.g.,
warehouse worker, outside sales
Information al mailboxes
Informational mailboxes can be used to give callers information on a variety of different subjects by “publishing” these mailbox numbers for them to access. The mailbox acts like a user
mailbox
being prompted to leave a message.
except
that, at the end of the personal greeting, the caller will be rerouted instead of
Group mailboxes
Group mailboxes allow the owner to broadcast a “master" message to all members of the
group. When a master message is recorded in the group mailbox, it is instantly “copied" into
each member's mailbox.
A member can delete or save only his/her “cop y” of a group message (If saved, it will remain in
the member's mailbox as a new message). The master message remains in the group mailbox
until all members have deleted their copies from their mailboxes. Therefore,
that all members delete their group messages promptly.
message from the
bers’ mailboxes.
group
mailbox, this automatically deletes all remaining “copies" from mem-
If the owner deletes the
it is important
master
The Administrator assigns a group mailbox to its owner . The owner then enters a list of member's mailbox numbers. The ow ner may give the group mailbox number and pass word to
others to allow them to also record master messages for members of that group.
F-1
Function 5: Voice mail programming
VoiceWorks
Broadcast mailbox
The broadcast mailbox consists of every individual mailbox installed and turned on in the system. It functions the same as a group mailbox except that its list of members is fixed and
cannot be edited.
16
A password of “0" will allow
Note:
anyone
to leave a broadcast or group message.
Cascade paging mailboxes
Cascade paging mailboxes are helpful to vital departments, such as customer service, that
must be availab l e at all hours .
A cascade paging mailbox can have up to three external pager numbers programmed to be
paged in a “cascading” fashion: whenever VoiceWorks16 takes a new message f or the mailbox,
it calls the first pager for a programmed number of attempts. If no one retrieves the message ,
VoiceWorks
retrieves the message, VoiceWorks
16
calls the second pager for its programmed number of attempts. Again, if no one
16
calls the third pager. Finally, if no one retrieves the message, the system goes back to calling the first pager, and persists through this cycle until
someone retrieves the message.
Question-and-answer (Q&A) mailboxes
Question and Answer Mailboxes allow prompting for more detailed information from callers on
things such as an employment questionnaire or a survey. A Q&A mailbox owner can record up
to 10 questions. VoiceWorks
16
groups the individual answers are grouped and pla ys them bac k
as a single message (separated by short beep tones). Normal message handling capability —
delete, save, etc. — applies to all answers of the entire message.
Function 53: Mailbox programming
Overview
This function builds mailboxes for the three mailbox types that do not have fixed ranges:
(mailboxes associated with extensions),
sions) and
informational
(plays audiote xt and reroutes the caller without taking a message).
(mailboxes that do not have associated exten-
guest
Once accessed, the system will prompt you to press 1 for user mailboxes, 2 for guest mailbox es, or 3 for informational Mailboxes.
— Associated with the extensions on the telephone system. The range built will typically
User
match the extension range for the telephone system; for example, if the system has extensions
100–131, you will want to build the mailbox range accordingly. That way, when VoiceWorks
forwards calls to v oice mail and passes on call-forwarding information (in the form of in-band
DTMF signaling, when available) from the phone system, the caller will be routed to the appropriate mailbox.
Guest
— Simply a user mailbox that doesn’t attempt a transfer when dialed from the auto attendant. Guest mailboxes are for personnel, such as off-site salespeople or warehouse
workers, who need mailboxes but don’t have physical telephones on the phone system. It has
all the capabilities of a user mailbox — message notification, password protection, multiple
personal greetings, etc.
F-2
user
16
VoiceWorks
16
Function 5: Voice mail programming
Informational
— Used for audiotext applications. An informational mailbox plays a message
(what’s considered the personal greeting on regular User/Guest mailboxes) and f ollow a programmed reroute.
applications include: homework hotlines, movie information and real
Some
estate home data. After the “greeting” plays, an inf ormational mailbox — unlike a user or guest
mailbox — has a programmed reroute to a branch ID, extension or another mailbox. You can
set both day- and night-mode reroutes for an informational mailbox.
Setting range
The mailbox range is limited to 1,000 mailboxes. Mailboxes may be 2,3 or 4 digits.
Note:
You may build as man y ranges as is necessary in each mailbox type.
Default
Broadcast, group, cascade and Q&A mailboxes.
Programming steps
To install or delete a range, select a mailbox type to program (user, guest or informational).
ý1.ý
Or, to finish, skip to step 8.
Note:
Select an action to perform (install, or delete, a range of mailbox es).
ý2.ý
Or, to finish, skip to step 8.
Enter the lowest number in the mailbox range
ý3.ý
Press #.
ý4.ý
Enter the highest number in the mailbox range.
ý5.ý
Press #.
ý6.ý
You may hear a few seconds of silence as VoiceWorks16 installs or deletes mailboxes.
ý7.ý
Press # to return to the previous menu.
ý8.ý
All three types of mailboxes can be dialed directly from the Main Greeting, listed in directories,
or transferred-to by auto attendant branches.
You cannot delete a mailbox if it holds at least one personal greeting or at least
one message.
Unless a caller is routed to a mailbox by an auto attendant goto mailbox branch, the mailbox
number — regardless of mailbox type — must be in the programmed extension range set by
the Installer in order for callers to be routed successfully.
Once built, each mailbox needs only a personal greeting to be “active.” A mailbox can be built by
the programmer , b ut not used until needed by simply not yet recording a greeting until that time.
F-3
Function 5: Voice mail programming
VoiceWorks
Function 54: Group mailboxes and the broadcast mailbox
Overview
Broadcast mailbox
Mailbox 900 is a special group mailbox (see below) which can be used to leave messages for
all system mailbox users who each have recorded at least one personal greeting
cast mailbox cannot hav e its user list edited.
Group mailboxes
A group mailbox allows its owner to broadcast a “master” message to all members of the
group. Recording a master message in the group mailbox instantly “copies” it into each group
member's mailb ox.
A member can only delete or save his “copy” of a group/broadcast message. If saved, it will
remain in the member's mailbox as a new message, and the next message will begin to pla y.
Users cannot reply to, or move, group and broadcast messages. The master message remains
in the group/broadcast mailbox until
box es.
messages promptly.
mailbox, all remaining “copies” will automatically be deleted from the member's mailboxes.
Therefore, it is important that all members delete their group/broadcast
If the owner deletes the master message from the group/broadcast
members have deleted their copies from their mail-
all
. The broad-
16
A group mailbox is assigned to its owner by the Administrator . The owner then enters a list of
member's mailbox numbers. The owner may give the group mailbox number and password to
others to allow them to also record master messages for members of that group.
Note:
Up to 16 group mailboxes, 901–916, can be assigned. Each may ha ve up to 1,000 members
but
can use a group mailbox to leave messages for all users who are listed as members of that
group and who have recorded at least one personal greeting. The Installer , Administrator or
group mailbox “owner(s)” may set, or change the list of group mailbox members.
A group/broadcast mailbox is turned “on” (
after at least its owner has recorded at least one of the three mailbox greetings — for example,
“This is the group mailbox for the East Coast Regional Sales Team.”
mailbox’s greetings will turn “off” the mailbo x; howe ver, any messages outstanding will remain
in its members' mailboxes until erased by each member.
If the owner programs “0” as the group mailbox’s password,
messages or program the mailbox.
we recommend keeping the maximum for each at 100. Anyone who knows the password
i.e.,
able to record and playbac k messages) only
anyone
Deleting all the group
can leave g roup
Setting range
Broadcast mailbox: 900.
Group mailboxes: 901–916.
Default
Broadcast mailbox members: All user mailboxes with at least one personal greeting recorded.
Group mailboxes: No default.
F-4
VoiceWorks
16
Function 5: Voice mail programming
Programming steps
V oiceW orks16 requests the mailbox number to program. Enter the mailbox number .
ý1.ý
Press #.
ý2.ý
V oiceW orks16 repeats the mailbox number you entered in step 1.
ý3.ý
Press # to confi rm.
ý4.ý
Select an action to perform — add extensions to the group mailbox member list, delete exten-
ý5.ý
sions or hear the current list — or, press # to return to the previous menu (and skip steps 6–9).
Press #.
ý6.ý
Enter the new extension to be added to, or deleted from, the group mailbox member list.
ý7.ý
To add or delete multiple extensions, enter each extension separated by #. Enter ## to end the
list. F or e xample, to enter mailboxes 134, 138 and 142, you’d enter:
1 3 4 # 1 3 8 # 1 4 2 # #
Application example
The customer needs the warehouse to be able to notify sales reps of parts outages as soon
as possible. Mailbox 901 is programmed with all the sales reps’ mailboxes listed, so the warehouse needs leave only one message to notify all reps.
Function 55: Off-premises notification parameters
Function 551: Delivery options
Overview
On a mailbox-by-mailbox basis for user or guest mailboxes, you may program VoiceWorks16 to
call an off-premises number or another extension to deliver messages and/or dial to an external commercial paging network to activate a user's pager.
16
VoiceWorks
will repeat the action, at the interval of minutes programmed in this function, until all new messages have been deleted, saved or moved or it reaches the maximum number of attempts.
The user can program the numbers and can also select to have only
The Administrator can set, mailbox-by-mailbox:
•ýThe number to be called.
•ýA delay period. This feature allows the user to pick up a message if he/she is in the office.
•ýNumber of dialing attempts.
•ýThe interval between dialing attempts (in 10-minute increments).
•ýA “quiet period" to suspend phone (
and-off time (on the quarter-hour) that applies to all days of the week.
will call and/or page when the first new message has been left in a mailbox and
urgent
messages delivered.
e.g.,
pager) delivery —
not
for late night. This is an on-
F-5
Function 5: Voice mail programming
Setting range
Number Delay
(min.)
Attempts Interval
(min.)
QuietonQuiet
off
VoiceWorks
16
Phone
Pager
(up to
17 digits)
(up to
17 digits)
0–500 0–255 10–1,440
@10-min.
0–500 N/A 10–1,440
@10-min.
None None
Default
Phone
Pager
Number
Delay
(min.)
None 30 3 60 None None
None 30 N/A 30
Attempts
Interval
(min.)
QuietonQuiet
off
Programming steps
The Administrator may program the delivery options, as shown below. In addition, the user can
change his/her phone or pager number.
Important:
The following steps only enter
features that
this information. The individual mailbox owner must enable the
use
features within his/her “delivery options” settings.
Enter the mailbox number to program.
ý1.ý
Press #.
ý2.ý
Select whether to program for
ý3.ý
Press #.
ý4.ý
Enter the
ý5.ý
Press #.
ý6.ý
Enter the
ý7.ý
Press #.
ý8.ý
Enter the
ý9.ý
number
delay,
attempts
to be dialed (
in minutes, that the system is to wait before dialing the phone/pager number.
— the number of times that the system will call/page.
phone
notifi c a ti o n o r
do not
information
include the CO line group;
and do
pager
turn on the notification
not
notifica ti on.
i.e.,
9, 8 or 7).
Note:
The number of paging attempts is not programmable. Pagers are notified endlessly,
at the programmed interval, as long as a new or new urgent message remains.
Press #.
10.
ý
ý
11.
ý
ý
Enter the
interval
, in number of minutes (in 10-minute increments), that VoiceWorks16 should
observe between attempts.
Press #.
12.
ý
ý
Using military time, enter the quarter-hour when the
13.
ý
ý
Press #.
14.
ý
ý
Using military time, enter the quarter-hour when the quiet period should end.
15.
ý
ý
Press #.
16.
ý
ý
F-6
quiet period
should
begin
.
VoiceWorks
16
Application example
Function 5: Voice mail programming
Phone
Pager
Number Delay
(min.)
555-9876 30
555-0000 30 N/A 10
Attempts Interval
(min.)
6
30 2045 1715
QuietonQuiet
off
Function 56: Cascade paging mailboxes
Function 561: Cascade mailbox options
Overview
In addition to individual mailbox paging, up to 10
cascade paging mailboxes
be created. These can be assigned to anyone that requires escalating lev els of paging be yond
the single level a vailable in all user mailboxes.
Up to three paging numbers, of up to 24 digits each, can be programmed by the user to be
paged whenev er a new/urgent message is taken in the mailbox. The system will page the first
paging number (for the number of times listed) and then add the second paging number (for
the number of times listed) and then add the third paging number and will continue to page all
three pagers until the message has been retrieved.
Default
Paging numbers — None .
(920–929) can
Attempts — 1.
Programming steps
V oiceW orks16 requests the mailbox number to edit. Enter the mailbox number.
ý1.ý
Press #.
ý2.ý
V oiceW orks16 repeats your entry.
ý3.ý
Press # to confi rm.
ý4.ý
Press 3 to hear the current list of paging numbers and the number of attempts for each.
ý5.ý
Either press 2 to delete all the pa ging n umbers (this will co mpletely turn off cascade paging ) or
ý6.ý
press 1 to enter new, or edit current, paging numbers or number of attempts.
Enter, or edit, the first pager number to called (without the CO line access group — 9, 8, or 7).
ý7.ý
Press #.
ý8.ý
Enter , or edi t, the nu mber of attempts to be made to the first pager be f ore addi ng the secon d
ý9.ý
pager number.
Press #.
10.
ý
ý
Enter, or edit, the second pager number to called.
11.
ý
ý
Press #.
12.
ý
ý
Enter, or edit the number of attempts to be made to the first and second pager simultaneously
13.
ý
ý
before adding the third pager.
Press #.
14.
ý
ý
F-7
Function 5: Voice mail programming
Enter, or edit the third pager number to be called.
15.
ý
ý
Press #.
16.
ý
ý
V oiceW orks16 will then repeat the pager numbers and the number of attempts for each.
17.
ý
ý
Press # to confi rm.
18.
ý
ý
VoiceWorks
16
Note:
After the 3rd pager number is added to the paging, all three pagers will be called until
the new or urgent message is saved or deleted from the mailbox.
Not all three pager numbers have to be installed for the mailbox to function.
Application Example
Mailbox 1st Number Attempts 2nd Number Attempts 3rd Number
920 5553232 2 5554254 3 5555452
Function 562: P aging interval
Overview
The interval programmed here is the number of minutes between paging attempts for cascade
paging mailboxes.
Setting range
10 to 1440 minutes.
Default
Default = 30 min.
Programming steps
Enter a new value for the paging interval.
ý1.ý
Press #.
ý2.ý
Note:
This function controls the paging interval for
box es are programmed in Function 551.
cascade mailboxes. User/guest mail-
only
Application example
Customer wants after-hours callers to be able to leave an “emergency service needed” message. The first pager notifies the “tech” who’s on-call. If unanswered, the message is escalated
to the service manager. If unanswered still, the mailbox begins paging the general manager. All
three will be paged until the message is saved or deleted.
F-8
VoiceWorks
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Function 5: Voice mail programming
Function 57: Q&A mailboxes
Overview
You can program up to 10
mailbox owner can record up to 10 questions. VoiceWorks
question-and-answer (Q&A) mailboxes
16
stores individual answer segments, recorded by the caller, as a single message with answer segments separated by short
beep tones. Each answer segment's maximum length will be as programmed by the Installer.
Normal message-handling capability — delete, save, etc. — applies to the entire message
(all segments).
When recording each answer, the caller can be instructed to conclude by pressing 1 or to
pause for the next question (the system advances when it detects either a 3-second silence or
the entry of a 1): “
dress at the tone; press 1 when finished.”
VoiceWorks
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Record your name at the tone; press 1 when finished” … “Record your ad-
If the caller fails to respond to two questions in a row,
disconnects the call.
This function programs the mailbox’s call forwarding for day and night modes. Recording the
questions is performed by the mailbox owner in mailbox programming.
(930–939). Each Q&A
Note:
A Q&A mailbox is turned “on” only when its owner has recorded at least one question.
Deleting
the middle of the list, may be deleted (by pressing
questions will turn “off” the mailbox. However, any question, including any in
all
when prompted to record the
0 0 #
question) without affecting the other questions. The questions are recorded in the same
manner as recording user multiple personal greetings.
Setting range
Mailboxes: 930–939.
A Q&A mailbox can be set to call-forward, after the last question has been answered, to an
extension, a mailbox or an auto attendant branch ID. You may also set different f orwarding
destinations for day mode and night mode.
Default
ID9999 (disconnect branch).
Programming steps
V oiceW orks16 will request the mailbox number to program. Enter the mailbox number .
ý1.ý
Press #.
ý2.ý
V oiceW orks16 will announce the call forward destination for day mode. T o confirm the current
ý3.ý
setting, skip to step 6.
To program the destination to an extension, press 1.
ý4.ý
To program the destination to a Branch ID, press 2.
To program the destination to a Mailbox, press 3.
Enter the extension, branch ID , or mailbox (depending on your selection in step 4).
ý5.ý
Press #.
ý6.ý
V oiceW orks16 will announce the call forward destination for the night time mode. To confirm the
ý7.ý
current setting, skip to step 10.
F-9
Function 5: Voice mail programming
To program the destination to an extension, press 1.
ý8.ý
To program the destination to a Branch ID, press 2.
To program the destination to a Mailbox, press 3.
Enter the extension, branch ID , or mailbox (depending upon your selection in step 8).
ý9.ý
Press #.
10.
ý
ý
Application example
Mailbox Name
930
931
Employment Ext./MB/ID Ext./MB/ID
Survey Ext./MB/ID Ext./MB/ID
*
Day mode
Call for ward
Call forward
Night mode
VoiceWorks
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*
Relevant only if using In staller software to program.
F-10
VoiceWorks
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Function 6: Recording
Function 6: Recording
Function 61: Re-record system prompts
Overview
System instructional prompts
The system instructional prompts are played to an outside caller at different points in the call
routing or mailbox functions. These system prompts ha ve been pre-recorded at the factory but
may be re-recorded if preferred in a different v oice or with diff erent instructions.
Auto attendant branch prompts
The auto attendant branch instructional prompts (such as the main greeting or sub-menus) are
also recorded here by entering the branch ID number as the prompt number.
Setting range
All auto attendant branch IDs require recording.
shown in the chart on the next page
be re-recorded.
may
In addition, the list of system prompts
G-1
Function 6: Recording
Re-recordable prompts
Prompt Type Played to When/if played Comments Typical
530 Busy
531 No answer
532 Hold
533 Receiving
534 Q/Z
535 No names
matched
540 Holiday main
greeting
541 End of
playback
542 Mailbo x e xit
Caller If the station called is
Caller If the station called
Caller Just before a transfer.
Called
party
Caller When he/she has
Caller If, in a directory
Caller When the system
Mailbox
user
Mailbox
user
busy or DND.
does not answer.
Before he/she is
connected to
the caller.
selected an
alphabetic directory.
branch, the first
letter(s) caller selected has no names
associated with it; or
he/she has listened
to all of the names
played and has not
made a selection.
has been manually
placed in
Holiday Mode.
At the end of each
message playback.
After all messages
have been played.
Not required if blind-transfer
mode is used. After playing the
prompt, VoiceWorks
call to the mailbox or other
destination, if so programmed.
Not required if blind-transfer
mode is used. After playing the
prompt, VoiceWorks
call to the mailbox or other
destination, if so programmed.
Not required if blind-transfer
mode is used. The prompt is
voice activated and will pla y only
after the called party speaks.
Deleting this prompt or recording silence will cause a delay in
completing the tran sf er.
Instructs caller to use the 1 key
for the letters
don’t appear on the phone
keypad. Played at the end of the
first directory prompt (and only if
the directory actually
name using a
After this prompt is played,
the system will route the call
to the extension, branch or
mailbox as programmed in
no-response reroute.
While in Holiday Mode,
VoiceW orks
normal Night Mode
programming for call routing.
A user who knows these commands can go ahead and enter
them during a prompt or message, to avoid delay.
16
routes the
16
routes the
Q
or Z since they
has
Q
or Z).
16
will follow
a
“That extension is busy.”
“That extension does not answer.”
“One moment please.”
“You are receiving a call. ”
“For the letters Q or Z use the key
number 1.”
“No names matched; one
moment, please.”
“Thank you f or calling. Our office is
closed in observance of the holiday.
You may dial your party’s extension at
any time, or please call back during
back normal business hours. ”
“To delete, press 7. To save , pre ss 9.
To reply, press 3. To move this me ssage to another mailbox, press 6.
To reach another mailbox, press the
key. Or, if finished, press * and
#
hang up.”
“To reach an operator. press 0. To go
to the main greeting, press 8. To go to
another mailbox, press the # key. T o
enter mailbox programming,
press 5. Or, if finished, press * and
hang up.”
VoiceWorks
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Default
All system prompts are pre-recorded.
Branch ID 1 is the only branch which has a default greeting.
G-2
VoiceWorks
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Function 6: Recording
Programming steps
Enter the branch ID or prompt number to record.
ý1.ý
Follow the system prompts to complete the recording operation. (Different types of prompts
ý2.ý
have different procedures.)
Note:A default
recording cannot be
deleted
. However, to
override
a default recording so that
callers won’t hear it, the Installer can record one second of silence to replace the recording.
Any default recording can be restored by deleting (
) the user-mad e re co rd i n g .
0 0 #
Function 62: Record directory names
Overview
Note:
Directories can be either all-names-listed or dial-by-alphanumerics.
With an alpha directory, callers enter the telephone dialpad keys corresponding to the desired
name —
The default system prompt for an alpha directory instructs the caller to enter the first three
digits of the person’s
directory branch ID. Additionally, the directory can be programmed to accept 1,2 or 3 digits
(characters) of the person’s name.
Note:
This function is accessible only if a directory branch has been created as part of auto
attendant programming.
e.g.,
2 =
ABC
, 3 =
DEF
, etc. For Q or Z, callers must enter 1.
name. To change this instruction to
last
name, simpl y re -re co rd the
first
Write or type your directory list and keep it in a safe place. This will mak e it much easier
to prepare directories and make future changes. As names change, you can enter this
function and change any field via the Administrator password.
Setting range
All valid user extensions and guest mailboxes.
Default
None.
Programming steps
Enter the extension number to record.
ý1.ý
Press 1 to start recording; when through, press 1 again to stop recording.
ý2.ý
V oiceW orks16 plays back the recording.
ý3.ý
If the recording is acceptable, proceed to step 4.
To re-record, go back to step 2.
Press #.
ý4.ý
If programming an alpha directory , enter the 1–3 corresponding dialpad keys for that extension.
ý5.ý
Press #.
ý6.ý
Note:
To delete a name from the directory, enter
with the # key when prompted.
Names under the same dialpad key are play ed back
and
by either extension number or alphabetical order .
NOT
after the recorded name is played and confirm
0 0 #
Recording silence over a name does NO T delete it.
in the order they were recorded
,
G-3
Function 6: Recording
VoiceWorks
Application example
Ext. Recorded name Key
102 George Straite 436
113 Janet Smith 526
Function 63: Message-on-hold programming
Function 631: MOH source
Overview
MOH audio can be:
•ýOne of the three default, factory-recorded, generic MOHs. These are royalty-free, requiring
no licensing fees.
•ýOne of up to five custom MOHs loaded into the system by the Installer.
Setting range
Code(s) Source(s)
590
MOH disabled
16
591
592
593
594–598
Pre-recorded music 1
Pre-recorded music 2
Pre-recorded music 3
Customer-recorded MOH
Default
590 (MOH disabled).
Programming steps
V oiceW orks16 will announce the current MOH source. To confirm the source without changing
ý1.ý
it, skip to step 3.
Enter a new source code.
ý2.ý
Press #.
ý3.ý
Press the * key to return to the previous menu.
ý4.ý
G-4
VoiceWorks
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Function 6: Recording
Function 633: MOH volume
Overview
If custom MOH audio is recorded, the output volume can be adjusted in this function.
Note:
Be sure to keep the MOH volume at the same level as the system prompts and messages. Test from an extension on hold via the intercom.
Setting range
1–10 (lowest to maximum volume, respectiv ely).
Default
6.
Programming steps
V oiceW orks16 will announce the current Message on Hold Volume. To confirm the setting with-
ý1.ý
out changing it, skip to step 3.
Enter a new MOH volume value
ý2.ý
Press #.
ý3.ý
Press * to return to the previous menu.
ý4.ý
G-5
Function 6: Recording
(This page included for pagination purposes only.)
VoiceWorks
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G-6
VoiceWorks
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Function 7: Reports
Function 7: Reports
Overview
This report provides a hard copy of the system’s current programming. This report can be
compared against the programmer’s worksheet to verify the accuracy of the programmed data.
Programming
Press 1 to begin exporting the selected report (see
below) or return to the previous menu by pressing #.
Exporting directly to a serial printer
Connect a standard serial printer to the serial port of the system. The output from the serial
port is: 8 data bits, 1 stop bit, and no parity. The baud rate is programmed by the Installer in
Function 18. The pinout is: Data Transmit – Pin 2, Receive – Pin 3, and Ground – Pin 5.
Exporting to a PC interface
Connect an RS-232 serial cable between the RS-232C serial port of a PC and the RS-232C
serial port of VoiceWorks
data to the PC. (For best formatting when printing from the PC to a laser printer, use a fixed —
not proportional — typeface, such as Courier New, 9 points or smaller.)
16
. Use a terminal emulation communications program to export the
Function 72, Function 73
and
Function 74
,
F rom th e A dmini str ato r pro g ra mming men u , selec t the d esi red rep ort as listed below. The reports can be printed with either: (1) the data saved for inclusion in future reports; or (2) the
data and totals cleared.
Function 72: Auto Attendant Report
This provides statistics to aid in analysis of auto attendant usage.
Function 73: Extension Department Report
This provides statistics to aid in tracking extension and department activity.
Function 74: Voice Mail Statistics Report
This provides statistics indicating message activity in each mailbox since the data was last cleared.
H-1
VoiceWorks
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(This page included for pagination purposes only.)
Function 7: Reports
H-2
VoiceWorks
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Function 8: Exit programming mode
Function 8: Exit Programming Mode
Function 81: Exit programming and return to main greeting
Accessing this function will exit programming and return the programmer to the Main Greeting
(ID 1). This will allow the programmer to access an extension, test a mailbox, etc.
Function 82. Exit programming and disconnect
Accessing this function will exit programming disconnect from the VoiceWorks
This will return the VoiceWorks
16
port to an idle (on-hook) mode.
16
completely.
Warning:
Failure to exit properly could result in a “lockout” for up to 15 minutes from reaccessing Programming Mode. This is a safety feature built into VoiceWorks
prevent premature timeouts during extensive programming sessions .
16
to
I-1
Function 8: Exit programming mode
(This page included for pagination purposes only.)
VoiceWorks
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I-2
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