Lucent Technologies 107970212 User Manual
Lucent Technologies
Bell Labs Innovations
®
PARTNER MAIL VS
Voice Messaging System
Release 4
Installation and Programming
585-322-521
Comcode 107970212
Issue 1
March 1997
Copyright © 1997 Lucent Technologies
All Rights Reserved
Comcode 107970212
585-322-521
Printed in USA Issue 1
March 1997
Notice
Every effort was made to ensure that the information in this book was complete and accurate at the time of printing.
However, information is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other
than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there
may be a risk of toll fraud associated with your telecommunications system, and if toll fraud occurs, it can result in
substantial additional charges for your telecommunications services.
You and your System Manager are responsible for the security of your system, such as programming and configuring your
equipment, to prevent unauthorized use. The System Manager is also responsible for reading all installation, instruction,
and system administration documents provided with this product in order to fully understand the features that can introduce
risk of toll fraud and the steps that can be taken to reduce that risk.
Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier
telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible
for any charges that result from such unauthorized use.
Federal Communications Commission Statement
This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the
FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is
operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not
installed and used in accordance with the instruction manual, may cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be
required to correct the interference at his own expense.
Canadian Department of Communications (DOC) Interference Information
This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference
regulations of the Canadian Department of Communications.
Le Présent Appareil Numérique n’émet pas de bruits radioélectriques dépassant les limites applicable aux appareils
numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministère des
Communications du Canada.
Trademarks
PARTNER, PARTNER MAIL VS, PARTNER MAIL, MLS-34D, MLS-18D, MLS-12D, MLS-12, MLS-6, MLC-6, MDC 9000,
MDW 9000, MDW 9010, and MDW 9030P are registered trademarks of Lucent Technologies in the U.S. and other countries.
Ordering Information
Call: Lucent Technologies Publications Center
Voice 1 800 457-1235
Fax 1 800 457-1764
Write: Lucent Technologies Publications Center
P.O. Box 4100
Crawfordsville, IN 47933
Order: Document No. 585-322-521, Issue 1, March 1997, Comcode 107970212
International Voice 317 361-5353
International Fax 317 361-5355
Support Telephone Number
In the continental U.S., Lucent Technologies provides a toll-free customer helpline 24 hours a day. Call the Lucent
Technologies Helpline at 1 800 628-2888 or your Lucent Technologies authorized dealer if you need assistance when
installing, programming, or using your system. Consultation charges may apply. Outside the continental U.S., contact your
local Lucent Technologies authorized representative.
Lucent Technologies Fraud Intervention
If you suspect you are being victimized by toll fraud and you need technical support or assistance, call Technical Service
Center Toll Fraud Intervention Hotline at 1 800 643-2353.
WWW Home Page
The WWW home page for Lucent Technologies is www.lucent.com.
Important Safety Instructions
WARNING:
The following list provides basic safety precautions that should always be
followed when using the system:
1.
Read and understand all instructions.
Follow all warnings and instructions marked on the product.
2.
Unplug all telephone connections before cleaning. DO NOT use liquid
3.
cleaners or aerosol cleaners. Use a damp cloth for cleaning.
4.
This product should be serviced by (or taken to) a qualified repair
center when service or repair work is required.
DO NOT use this product near water, for example, in a wet basement
5.
location.
DO NOT place this product on an unstable cart, stand, or table.
6.
Never push objects of any kind into slots or openings as they may
7.
touch dangerous voltage points or short out parts that could result in
a risk of fire or electric shock. Never spill liquid of any kind on the
product.
Avoid using this product during an electrical storm. There may be a
8.
remote risk of electric shock from lightning.
DO NOT use the telephone to report a gas leak in the vicinity of the
9.
leak.
The product is provided with a three-wire grounding type plug. This is
10.
a safety feature. DO NOT defeat the safety purpose of the grounding
type plug. DO NOT staple or otherwise attach the AC power supply
cord to building surfaces.
CAUTION:
DO NOT block or cover the ventilation slots and openings. They prevent
the product from overheating. DO NOT place the product in a separate
enclosure unless proper ventilation is provided.
SAVE THESE INSTRUCTIONS
Contents
About This Guide
■
Purpose
■
Terminology
■
Key Sequences
■
How to Use This Guide
■
Reference Materials
1 Overview
■
Tutor Feature
■
Languages
■
Voice Messaging Services
■
Security
2
Installation
■
Before You Start
■
Installing the PARTNER MAIL VS Module
xi
xi
xi
xii
xiii
xiv
1-1
1-3
1-4
1-4
1-15
2-1
2-1
2-2
3
4
Understanding Programming
■
Cmmunications System Programming
■
Voice Messaging System Programming
Initial Programming
■
Overview
■
Voice Mail System Configurations
■
Initial Communications System Setup
■
Voice Messaging System Programming
■
Communications System Programming
■
Verifying System Operation
3-1
3-1
3-4
4-1
4-1
4-2
4-3
4-6
4-19
4-29
v
Contents
5
6
A
System Management
■
General Information
■
Language
■
Automated Attendant Service
■
Modifying Mailboxes
■
Line Coverage
■
Telephone Button Programming
Troubleshooting
■
When You Need Help
■
Automated Attendant Service
■
Call Answer Service
■
Voice Mail Service
■
Language
Specifications
5-1
5-2
5-8
5-18
5-36
5-52
5-60
6-1
6-1
6-2
6-6
6-7
6-11
A-1
B
C
vi
FCC Information
■
Federal Communications Commission (FCC)
Interference Information
■
IC Notification and Repair Information
Warranty Information
■
Repair Information
■
Lucent Technologies Warranty and Limitation of
Liability
B-1
B-1
B-3
C-1
C-1
C-3
Contents
D
E
F
GL
IN
Voice Messaging System Planning Forms
Communications System Planning Forms
Case Studies
■
Purpose
■
Case Study #1
■
Case Study #2
Glossary
Index
Menu Map
Programming Flowchart
System Programming Reference
D-1
E-1
F-1
F-1
F-2
F-21
GL-1
IN-1
vii
Figures
1
2
3
5
Overview
1-1. Voice Messaging Services
1-2. Immediate and Delayed Call Handling
Installation
2-1. Voice Messaging System Extensions for
PARTNER Plus, PARTNER II, and PARTNER 48
2-2. Sample Voice Messaging System Extensions for
PARTNER Advanced Communications Systems
2-3. Installing the Mailbox Expansion Card
Understanding Programming
3-1. Programming Menus
System Management
5-1. Language Menu
5-2. Automated Attendant Service Menu
5-3. Modifying Mailboxes
5-4. Dial Plan for PARTNER Plus, PARTNER II, and
PARTNER 48
5-5. Dial Plan for PARTNER Advanced
Communications Systems
5-6. Line Ownership
1-1
1-5
1-9
2-1
2-3
2-4
2-5
3-1
3-6
5-1
5-8
5-19
5-37
5-39
5-40
5-53
ix
About This Guide
Purpose
This guide provides instructions for installing, upgrading, programming,
and managing the PARTNER MAIL VS
PARTNER® Plus, PARTNER
Communications System (ACS). It is intended for the technician who installs the
hardware and programs the initial system settings and for the System Manager,
the person who is responsible for managing the system on an on-going basis.
Terminology
This guide uses the following terms:
■
■
■
■
®
Voice Messaging System on the
II,
PARTNER 48, or PARTNER Advanced
Voice messaging system (VMS): the PARTNER MAIL VS Voice
Messaging System.
Subscribers: a user who has a mailbox on the voice messaging system.
Communications system (CS): in most countries, Release 3.1 or later
of the PARTNER Plus, PARTNER
II,
and PARTNER 48 systems, or
Release 1.0 of the PARTNER Advanced Communications System.
In the U.K., Release 2.0 or later of the PARTNER Plus and PARTNER 48
systems.
System phones: the telephones specifically designed to work with the
communications system, including (where available) the PARTNER-34D,
PARTNER-18D, PARTNER-18, PARTNER 6, MLS-34D, MLS-18D,
MLS-12D, MLS-12, MLS-6, MLC-6, MDC 9000, MDW 9000, MDW 9010,
and MDW 9030P.
xi
About This Guide
Key Sequences
This guide instructs you to press key sequences on the telephone’s dialpad to
perform tasks. Each sequence includes a number. If the keys on your dialpad
also have letters, the number in the sequence is equivalent to a letter
associated with the task in English. For example, to delete a message from your
mailbox, you press [ ★ ] [ 3 ], which is equivalent to [ ★ ] [ D ] on the dialpad. The
numerical key sequences and their associated letter sequences are listed below
for your reference:
Delete
Help
Restart
Transfer
Exit
[
★
[ ★ ] [ 3 ]
[ ★ ] [ 4 ]
[ ★ ] [ 7 ]
] [ D ]
[ ★ ] [ H ]
[
★
] [ R ]
[ ★ ] [ 8 ] [ ★ ] [ T ]
★
] [ ★ ] [ X ]
[ ★ ] [ ★ ] [ 9 ]
[
xii
About This Guide
How to Use This Guide
lf you are the technician, refer to the appropriate chapters to help you:
■
Install the voice messaging system hardware. Chapter 2 provides
instructions for installing and upgrading the voice messaging system
module in the communication system’s control unit. It also provides
instructions for installing the Mailbox Expansion Card.
■
Refresh your memory about programming. Chapter 3 offers general
programming information for both the communications system and the
voice messaging system.
■
Perform initial programming. Chapter 4 provides step-by-step
programming instructions for integrating the voice messaging system
with the communications system. It also provides test procedures that
you should use after installation to ensure that the system is working
properly.
■
Solve problems. Chapter 6 provides information to help you identify
and correct problems you may have with the voice messaging system.
If you are the System Manager, refer to the appropriate chapters to help you:
■
Learn about the voice messaging system. Chapter 1 describes the
voice messaging system’s features and services.
■
Learn about programming. Chapter 3 offers general programming
information for both the communications system and the voice
messaging system.
■
Manage the voice messaging system. Chapter 5 provides instructions
for changing system settings to accommodate the changing needs of the
business. It also offers guidelines for setting up and using the
receptionist’s extension.
■
Solve problems. Chapter 6 provides information to help you identify
and correct problems you may have with the voice messaging system.
After you are experienced with the system, use the Table of Contents or Index
to locate the information you need.
This guide contains some information about communications system features as
well as voice messaging system features. For detailed information about a
specific communications system feature, refer to the Programming and Use
guide for the communications system.
xiii
About This Guide
Product Safety Statements
Product safety statements are identified in this guide by a
CAUTION:
Indicates the presence of a hazard that will or can cause minor personal
injury or properly damage if the hazard is not avoided.
WARNING:
Indicates the presence of a hazard that can cause severe or fatal
personal injury if the hazard is not avoided.
How to Comment on This Guide
A feedback form is located at the end of this guide, after the appendixes.
If the form is missing, send your comments and recommendations for
changes to Publications Manager, Lucent Technologies, 211 Mount Airy Road
(Room 2W-226), Basking Ridge, NJ 07920 (FAX 1 908 953-6912).
xiv
About This Guide
Reference Materials
In addition to this guide, the following materials are available (the order
numbers are in parentheses) for the voice messaging system:
■
Using the PARTNER MAIL VS Voice Messaging System (585-322-523)
■
Tutor Labels (585-322-510)
To order these materials, call the Lucent Technologies’ BCS Publications Center
at 1 800 457-1235 in the continental U.S. or at 1 317 361-5353.
Some of these materials also are available in other languages. For more
information about these materials or about communications system materials,
contact the BCS Publications Center, your Lucent Technologies’ Representative
or local Authorized Dealer.
xv
Overview
Contents
1
Tutor Feature
Languages
Voice Messaging Services
■
Automated Attendant Service
Communications System Features Affecting Automated
Attendant Service
Group Call Distribution
VMS Hunt Schedule
VMS Hunt Delay
Transfer Return Extension
Automated Attendant Service Scenarios
Music On Hold
■
Call Answer Service
Communications System Features Affecting Call Answer
Service
VMS Extension Coverage
Immediate VMS Extension Coverage (Do Not Disturb)
Line Coverage
Voice Mailbox Transfer
■
Voice Mail Service
Mailboxes
Guest Mailboxes
Security
■
System Security Guidelines
■
Security Policy and User Education
1-3
1-4
1-4
1-6
1-8
1-8
1-8
1-9
1-10
1-10
1-11
1-11
1-12
1-12
1-12
1-12
1-13
1-13
1-14
1-14
1-15
1-15
1-16
1-i
Overview
The PARTNER MAIL VS Voice Messaging System is designed to work with the
communications system to automate the call handling needs of the business.
The voice messaging system:
1
■
Expands easily and supports four configurations to accommodate growth
and ensure optimal performance. The basic system configuration
consists of 2 voice channels (ports) and 10 mailboxes. Any one of three
optional Mailbox Expansion Cards may be installed to increase the
number of ports and/or subscribers. These configurations include:
2 ports and 20 mailboxes, 4 ports and 20 mailboxes, and 4 ports and
40 mailboxes.
■
Handles up to two calls (in the 2-port configuration) or four calls (in the
4-port configuration) simultaneously and provides service for a
predetermined number of subscribers.
■
Answers outside calls, plays a customized message prompting the caller
to press digits for the party with whom the caller wants to speak, and
efficiently routes the call to the appropriate party—all without the aid of a
receptionist.
■
Allows outside callers to hear all voice prompts and customized
messages in the language selected for the system. And in bilingual
mode, callers can choose between two languages selected for the
system.
■
Allows you to create up to two Automated Attendant Announcements
(in each language selected for the system). For example, you can offer
callers a choice of a standard business hours/location announcement or
a frequently updated announcement featuring special offers.
■
Allows callers to leave a private message if the called party does not
answer or is busy on another call, or to transfer to another system
extension or the receptionist’s extension for assistance.
1-1
Overview
■
Allows subscribers to retrieve messages from any touch-tone phone on
the premises or from a remote location. And the system informs
subscribers how many of these messages are new and how many are
old (previously saved) messages.
■
Allows subscribers to forward messages with comment to one or more
mailboxes on the system.
■
Allows System Managers to implement the language that subscribers
choose for their own mailbox use.
■
Allows subscribers to have the system “outcall” a specific telephone or
pager number according to a predefine schedule whenever a new
message is received. (Note that this feature is available to subscribers
only when it is administered for them by their System Manager.)
■
Provides after-hours service in addition to daytime service.
NOTE:
Outcalling, Automated Attendant Announcements, and Message Forward
features are introduced with this new release of PARTNER MAIL VS. The
ability to expand the standard 2-port, 10-mailbox configuration to any one
of three other configurations with the installation of the appropriate
Mailbox Expansion Card is also a new feature of Release 4.
In addition, the voice messaging system offers a built-in Tutor feature, which is
discussed in the next section.
1-2
Overview
Tutor Feature
Tutor is an “on-line help” feature that allows users to easily access and listen to
information about commonly-used communications system features. Any user
can access the Tutor—users do not have to be voice messaging system
subscribers.
Tutor provides information about the following subjects:
■
System phone features such as ringing patterns, volume control,
speakerphone, display, buttons, and lights.
■
Various types of internal calls including group paging calls, voice
interrupt on busy calls, and hands-free answer on intercom calls.
■
System features such as Conference, Transfer, Auto Dialing, Personal
Speed Dialing, Last Number Redial, and Save Number Redial.
To access the Tutor menu, users simply make a call to the voice messaging
system. The system plays:
Welcome to PARTNER MAIL VS.
and #. Otherwise,
to access PARTNER Tutor, press * 4.
Please enter extension
When users dial [ ★ ] [ 4 ], they hear instructions for using Tutor, followed by a list of
topics and subtopics. The user can then enter the topic and subtopic numbers
of their choice. Refer to “Using the Tutor Feature” in Chapter 5 for a list of topic
and subtopic numbers.
Instruction labels, which are designed for placement in the handset cradle on
the base of the system phone, are shipped with the voice messaging system
hardware.
1-3
Overview
Languages
The voice messaging system supports multiple languages. You can choose to
have outside callers hear all voice prompts and customized messages in one of
the supported languages (Monolingual Mode) or you can let outside callers
choose between two languages preselected for the system by the System
Manager (Bilingual Mode).
When the system operates in Monolingual Mode, the language you choose for
voice prompts is referred to as the System Language. When the system
operates in Bilingual Mode, the language you choose for voice prompts when
calls are first answered is referred to as the Primary Language. Outside callers
then have the option of switching to the Secondary Language for the remainder
of the call.
Voice Messaging Services
The voice messaging system provides three types of service:
■
Automated Attendant Service. Answers outside calls and transfers
them to the destination selected by the caller or plays an Announcement
selected by the caller.
■
Call Answer Service. Allows the caller to leave a message or to transfer
to another extension if the called party is busy or does not answer.
■
Voice Mail Service. Allows subscribers to listen to messages and
manage their own mailbox.
Figure 1-1 provides an overview of the features associated with each service.
1-4
Overview
PARTNER MAIL VS
Voice Messaging System
Automated Attendant Service
Prompts caller to make a choice
from a menu of options, then
transfers the call to the selected
destination, or announcements.
Prompts caller to leave a message
or transfer to another extension
when the called party does not
answer.
VMS Hunt Schedule
Always
Communications
system always
routes calls to
Automated
Attendant
Service. Night Service is
Day Only
Communications
system routes
Calls to Automated Attendant
Service when
off.
Night Only
Communications
system routes
calls to Automated Attendant
Service when
Night Service is
on.
VMS Hunt Delay
Immediate
Call Handling
Automated Attendant The receptionist answers
Service answers outside
calls immediately. The
receptionist acts as a back
-up for unanswered calls. Attendant Service.
Delayed
Call Handling
outside calls. Calls not
answered by the third ring
go to the Automated
Call Answer Service
VMS Extension
Coverage
Caller hears the
called party’s
personal greeting and can leave
a message.
Automatic
VMS Coverage
Subscribers
have voice mail
coverage on all
the time at their
Extension.
Voice Mail Service
Allows subscribers to:
■
Listen to messages
■
Forward messages with
comment to other mailboxes
■
Delete messages
■
Set up outcalling to a pager or
telephone number
■
Record personal greeting(s)
Change their password
■
VMS Line
Coverage
Caller hears the
line owner’s press a button to
personal greet- transfer callers
ing and can leave
a message.
Manual
VMS Coverage
Subscribers can
turn voice mail
coverage on and
off at their
Extension.
Voice Mailbox
Transfer
System users
directly to a
voice
mailbox without
ringing the
extension first.
Send All Calls
Subscribers can use Do
Not Disturb in conjunction with automatic or
manual VMS coverage.
Doing so enables callers
to receive Call Answer
Service immediately—
calls do not ring the
extension first
Figure 1-1. Voice Messaging Services
1-5
Overview
Automated Attendant Service
The Automated Attendant Service can answer and route outside calls without
assistance from a receptionist. After an outside call is answered, the Automated
Attendant Service plays a customized message (called the menu prompt).
Typically the message welcomes callers—to let them know they have reached
the correct number—then offers callers a menu of options for transferring to the
desired party or listening to an Announcement. (It is recommended that the
menu offer not more than five options to avoid confusing callers.)
You can record up to two Announcements in Monolingual Mode (or up to two
Announcements for each language in Bilingual Mode). Announcements are
often used to answer frequently asked questions, such as business hours and
location, emergency service, special offers, etc. Each Announcement can be up
to four minutes in length. Callers can choose to listen to these Announcements,
so your staff has more time to answer other calls and perform other tasks.
You can customize the menu prompt for use during normal business hours
(called the Day Menu Prompt) and for use after normal business hours (called
the Night Menu Prompt). For example, you can set up Automated Attendant
Service so that callers hear the following prompt during the day if the system is
set for Monolingual Mode and the System Language is U.S. English:
Thank you for calling the ANY Travel Agency.
know the extension you want,
speak with the receptionist.
month’s special travel package, press 3.
to ANY Travel Agency, press 4.
about Corporate Travel, press 5. Press * 4 to replay
this message.
Note that callers who want general information regarding the current discount
travel package or agency location can choose to listen to an Announcement.
For example, when callers press [
Are you tired of battling the ice, snow, and afterChristmas sale crowds? Take advantage of our January
sunny escape package-3 days and 2 nights in San Juan,
Puerto Rico for $439 per person, including hotel and
airfare.
other winter getaways, press * 8 and extension 13.
For after-hours callers, you can set up Automated Attendant Service to play this
prompt:
You have reached the ANY Travel Agency.
to 5, Monday through Friday.
message and we will return your call when the office
To speak to an agent about this package or
3 ] they hear the following Announcement:
dial it now or press 0 to
For information on this
To speak to an agent
Please press 9 to leave a
If you
For directions
Our hours are 8
opens.
1-6
Overview
For a system set for Bilingual Mode, the Day Menu Prompt should let callers
know that they can switch from the Primary Language to the Secondary
Language. Note that callers can also press [ ★ ] [ 1 ] while listening to an
Automated Attendant Announcement to switch between the Primary and
Secondary Languages. In the following example, the Primary Language is Latin
American Spanish and the Secondary Language is U.S. English:
Gracias por llamar a Software México. For English,
press * 1.
el número de extensión, marquelo ahora. De lo contrario,
espere a ser atendido por nuestra operadora.
For after-hours callers, you can set up Automated Attendant Service to play this
prompt:
Gracias por llamar a Software México. For English, press
* 1.
de 16 a 18 horas.
conoce el número de la extensión a la que desea llamar,
marquelo ahora.
mensaje con la operadora.
Nuestro horario de oficina es de 9 a 14:30 horas y
Si usted tiene teléfono de tonos y conoce
Si usted tiene teléfono de tonos y
De lo contrario,
espere y deje un
NOTE:
When the system is installed initially, Automated Attendant Service has
this factory-set Day Menu Prompt:
Hello, welcome to PARTNER MAIL VS.
extension number of the person you wish to reach or
press 0 to reach the receptionist.
ln addition, Automated Attendant Service has this factory-set Night Menu
Prompt:
Good Evening.
the extension number of the person you wish to reach, or
press 9 to leave a message with the receptionist.
Automated Attendant Service is useful for many businesses, such as car
dealerships, insurance agencies, and stores. For example, a car dealership can
use Automated Attendant Service to allow its customers to reach the customer
service department directly. This frees sales people to handle customer
transactions while the Automated Attendant Service transfers service calls to the
appropriate department. ln this case, the Automated Attendant Service can be
programmed to prompt the caller to enter a single digit to reach any available
customer service representative.
Welcome to PARTNER MAIL VS.
Please enter the
Please enter
1-7
Overview
Communications System Features Affecting Automated Attendant Service
When planning Automated Attendant Service, you must choose settings for the
following communications system features:
■
Group Call Distribution. Specifies the outside lines that are to be
answered by Automated Attendant Service.
■
VMS Hunt Schedule. Specifies when the communications system is to
route calls to the Automated Attendant Service.
■
VMS Hunt Delay. Specifies whether the Automated Attendant Service is
to provide immediate or delayed call handling.
■
Transfer Return Extension. Specifies how unanswered calls are
transferred by the voice mail system.
Each of these features is explained briefly below. For more information about
these communications system features, see the Programming and Use guide
for your communications system.
Group Call Distribution
This feature lets you specify the outside lines for which you want Automated
Attendant Service coverage. You can specify some or all of your lines.
VMS Hunt Schedule
This feature determines when the communications system is to route calls to the
Automated Attendant Service. VMS Hunt Schedule works in conjunction with
the communication system’s Night Service feature so that the voice messaging
system can play the appropriate menu prompt. In other words, the menu
prompt the caller hears depends on the VMS Hunt Schedule setting you select
and the status of the Night Service button at the receptionist’s extension.
You can choose one of the following VMS Hunt Schedule settings:
■
Always (factory setting). Routes outside calls to Automated Attendant
Service all the time. When Night Service is off, the Day Menu Prompt
plays; when Night Service is on, the Night Menu Prompt plays.
■
Day Only. Routes outside calls to Automated Attendant Service only
when Night Service is off. The Day Menu Prompt plays.
■
Night Only. Routes outside calls to Automated Attendant Service only
when Night Service is on. The Night Menu Prompt plays.
1-8
Overview
VMS Hunt Delay
This option specifies either immediate or delayed call handling(see Figure 1-2):
■
Immediate (factory setting). The Automated Attendant Service answers
outside calls on the second ring and plays the Day or Night Menu
Prompt. The receptionist can act as backup. Callers using rotary phones
or callers requesting assistance can be transferred to the receptionist’s
extension.
■
Delayed. The Automated Attendant Service answers outside calls after
the fourth ring. This delay gives the receptionist time to answer the call.
The VMS Hunt Delay setting you select is used for both day and night
operation.
Immediate Call Handling
Incoming Calls
Control Unit PARTNER MAIL VS
answers on
the second ring PARTNER MAIL VS
Delayed Call Handling
Incoming Calls Control Unit Receptionist PARTNER MAIL VS
answers incoming picks up unanswered
Figure 1-2. Immediate and Delayed Call Handling
calls
Receptionist
backs up
calls on the fourth ring
1-9
Overview
Transfer Return Extension
For extensions associated with the mail system unit, this option specifies how
unanswered calls are transferred by the voice mail system.
If the mail system transfers a call to an extension that has no Voice Mail
coverage, or if Voice Mail coverage is Off, and that extension does not answer,
the communications system transfers the call to the Transfer Return Extension.
For extensions that do not have Voice Mail coverage, this option can be
programmed to ensure that unanswered calls transferred by the mail system
return to the designated extension, where they ring until answered.
Automated Attendant Service Scenarios
The following sample scenarios illustrate typical ways in which Automated
Attendant Service is set up with the communications system features:
■
Case 1: The receptionist is the primary call handler. Automated
Attendant Service handles overflow.
a.
Use Group Call Distribution (#206) Setting 1 to identify the lines to be
answered by Automated Attendant Service.
Set VMS Hunt Schedule (#507) to Always.
b.
c.
Set VMS Hunt Delay (#506) to Delayed.
■
Case 2: Automated Attendant Service is the primary call handler.
a.
Use Group Call Distribution (#206) Setting 1 to identify the lines to be
answered by Automated Attendant Service.
b.
Set VMS Hunt Schedule (#507) to Always.
c.
Set VMS Hunt Delay (#506) to Immediate.
d.
Set Automatic Extension Privacy (#304) to Assigned for all PARTNER
MAIL VS extensions. (When VMS Hunt Delay is set to Immediate, you
can use this feature to prevent users from accidentally picking up
calls sent to the voice mail system.)
■
Case 3: The receptionist answers calls during the day; Automated
Attendant Service answers calls at night.
a.
Use Group Call Distribution (#206) Setting 1 to identify the lines to be
answered by Automated Attendant Service.
b.
Set VMS Hunt Schedule (#507) to Night Only.
c.
Set VMS Hunt Delay (#506) to Immediate.
1-10
Overview
Music On Hold
If you use Automated Attendant Service, you also may want to use the
communications system’s Music On Hold feature. When Music On Hold is
Active and an audio source is connected to the system, callers waiting to be
transferred hear music or recorded material. If Music On Hold is Not Active,
callers hear tones, ringing, or silence (depending on how the communications
system is set up) while they are being transferred.
For more information, see Music On Hold and Ring on Transfer in the
Programming and Use guide for the communications system.
Call Answer Service
This service offers callers the following options when they reach an extension
that is unable to answer their call:
■
If the system is in Bilingual Mode, press [ ★ ] [ 1 ] while listening to the
personal greeting to switch between the Primary and Secondary
Languages.
■
Leave a detailed, confidential message in the called party’s mailbox.
■
Press [ 0 ] to transfer to the receptionist’s extension for assistance.
■
Press [
★
] [ 8 ] to transfer to another system extension.
Callers can press [
NOTE:
Until subscribers record a personal greeting for their mailbox, outside
callers hear this factory-set message in either the System Language
(Monolingual Mode) or the Primary Language (Bilingual Mode):
Extension XX is not available.
wait for the tone.
for more options.
0
] or [ ★ ] [ 8 ] before, during, or after leaving a message.
To leave a message,
After recording hang up or press 1
1-11
Overview
Communications System Features Affecting Call Answer Service
Call Answer Service works with the following communications system features:
■
VMS Extension Coverage
■
Do Not Disturb
■
Line Coverage
■
Voice Mailbox Transfer
Each of these features is explained briefly below. For more information on these
communications system features, see the Programming and Use guide for your
communications system.
VMS Extension Coverage
VMS Extension Coverage may be either automatic or manual.
■
Automatic VMS Coverage: When the communications system’s
Automatic VMS Cover feature is Assigned for an extension, intercom and
transferred callers can leave messages or transfer to another extension
when the called person does not answer by the fourth ring (or by the
number of rings specified with the communications system’s VMS Cover
Rings (#117)* feature). The system greets the caller with the subscriber’s
personal greeting (or with the system greeting if a personal greeting is
not recorded). If the system is in Bilingual Mode and the subscriber
recorded a personal greeting in two languages, the caller can switch
between the two languages by pressing [ ★ ] [ 1 ].
■
Manual VMS Coverage: Regardless of the Automatic VMS Cover
setting, the communications system allows subscribers to press a
programmed button to turn voice mail coverage on and off at their
extension. To make this possible, the VMS Cover feature must be
programmed on a button with lights on the subscriber’s system phone.
Do Not Disturb
The Do Not Disturb button can be used to prevent calls for the extensions from
audibly alerting (lights still flash). Subscribers (with communications system 4.0
or later) who have VMS Extension Coverage—either automatic or manual—can
use this communications system feature when they want calls sent to their
mailboxes immediately.
Line Coverage
Line Coverage lets callers who call in on a covered line leave messages in the
mailbox of a specific subscriber (known as the owner of the covered line). When
a call comes in on a covered line, the system routes the caller directly to the line
owner’s mailbox if the call is not answered. The caller has the option of leaving a
message or transferring to another extension.
*
VMS Cover Rings (#117) is not available on all systems. Check the Programming and Use guide
for the communications system.
1-12
Overview
Line ownership typically is assigned to personal lines or to lines to be used for
outside access to the voice messaging system when Automated Attendant
Service is not used. (Lines in the system can be assigned either Line Coverage
or Automated Attendant Service coverage—a single line cannot be assigned
both types of coverage.)
Voice Mailbox Transfer
A Voice Mailbox Transfer button can be programmed on a user’s phone to
transfer callers directly to a subscriber’s mailbox without ringing the extension
first. This feature is useful when a user is handling calls for a subscriber who is
not at his or her desk.
Voice Mail Service
This service allows subscribers to manage their own mailboxes. With it, a
subscriber can:
■
Listen to messages, then save or delete them.
■
Record a personal greeting (in Bilingual Mode, the user may record his
or her personal greeting in both the Primary and Secondary Languages)
■
Change the default password for his or her mailbox to ensure that
messages are kept confidential.
■
Forward messages with comment to another subscriber’s mailbox
■
Have the system outcall a specified telephone or pager number
according to a predefined schedule whenever a new message is
received.
■
Transfer to another extension or to the receptionist’s extension.
A subscriber’s extension number and mailbox number are the same. When a
caller leaves a message, the voice messaging system places the message in
the subscriber’s mailbox and turns on the message light (if available) at the
subscriber’s phone. If the subscriber has Outcalling privileges, the system will
call the programmed telephone or pager number if the message is received
during the hours specified in the subscriber’s Outcalling schedule and
Outcalling is turned on.
Subscribers can retrieve messages at their convenience from any touch-tone
phone either while on-site or from an off-site location. The system informs
subscribers of the number of new and old (saved) messages in their mailboxes,
and plays new messages first. Subscribers can refer to Using PARTNER MAIL
®
for instructions on recording a personal greeting, changing a password,
VS
forwarding a message, specifying a telephone or pager number and schedule
for Outcalling, and performing other Voice Mail Service procedures.
Voice Mail Service also allows the System Manager to program the voice
messaging system. See “Voice Messaging System Programming” in Chapter 3
for more information.
1-13
Overview
When subscribers call into the Voice Mail Service, they hear this factory-set
prompt in either the System Language (Monolingual Mode) or the Primary and
Secondary Language (Bilingual Mode):
Mailboxes
Welcome to PARTNER MAIL VS.
and #.
The System Manager can change, on a per mailbox basis, the language
subscribers hear after they access their mailboxes. The Mailbox Language is
used for voice prompts for recording a personal greeting, retrieving messages,
and other Voice Mail services. The Mailbox Language can be different from the
System Language selected in Monolingual Mode or the Primary and Secondary
Languages selected in Bilingual Mode.
The voice messaging system provides a predetermined number of mailboxes
which are assigned to extensions in order beginning with extension 10.
For example, the system may have 10 default mailboxes for extensions 10
through 19. If a Mailbox Expansion Card is installed, the number of default
mailboxes is increased; for example, installation of a Mailbox Expansion Card
could increase the number of default mailboxes to 20, for extensions 10 through
29. Mailbox Expansion Cards can also allow for configurations consisting of four
ports and 20 mailboxes, and four ports and 40 mailboxes.
The System Manager can change default mailbox assignments. First, delete
mailboxes for any extensions that do not require voice mail coverage. Then,
create mailboxes for extensions that need them. Note that the mailbox assigned
to extension 10, the receptionist’s extension, cannot be deleted.
Otherwise,
to access PARTNER Tutor, press * 4.
Please enter extension
NOTE:
Mailboxes should be deleted from extensions that connect auxiliary
equipment (such as fax machines or doorphones) to keep the maximum
number of mailboxes available for users and to safeguard system
security.
Guest Mailboxes
The System Manager can create guest mailboxes for users who do not have
their own phone, but still require mailboxes. If this is the case, either the
Automated Attendant Service or system users can transfer a caller directly to
the guest mailbox where the caller can leave a message. Guests can call the
voice messaging system from any touch-tone phone to retrieve their messages.
For more information on guest mailboxes, see “Guest Mailboxes” in Chapter 5.
1-14
Overview
Security
The System Manager is responsible for the security of the system. It is important
that you fully understand and appropriately administer this product to reduce
your risk of incurring charges that result from unauthorized use of the system.
Under the law, you, the customer are responsible for paying part or all of those
unauthorized calls.
Be aware that criminals called hackers may attempt to gain unauthorized
access to your communications system and your voice mail system. Hackers
often try to trick a company’s employees into providing them with access to an
outside line or an outside operator. They may also concentrate their activities in
two areas related to the mail system:
■
They try to dial into a mailbox, then execute a transfer by dialing [ ★ ] [ 8 ].
Then they dial an access code, followed by a digit string to either direct
dial or access a network operator to complete the call.
■
They try to locate unused or unprotected mailboxes and use them as
drop-off points for their own messages.
System Security Guidelines
To reduce the risk of unauthorized use of your communications and voice mail
systems, you should
■
require that the System Manager’s Password be changed from the
factory setting. Use a hard-to-guess value.
■
delete any unused mailboxes immediately.
■
require all employees who have voice mailboxes to use passwords to
protect their mailboxes.
■
permit no Outcalling or permit this privilege only for those with legitimate
business need.
■
advise subscribers to change their passwords (a 4-digit password is
recommended) when they log into the Voice Mail Service for the first time
and frequently thereafter. Subscribers can refer to the instructions for
changing their passwords in Using the PARTNER MAIL VS
■
familiarize yourself with the impact of the Outcalling feature on system
performance and security. If Outcalling is not permitted on the system,
Outgoing Call Restriction should be set to Inside Only for the voice mail
system extensions. It is strongly recommended that you use the
communications system Call Restriction features (that is, Outgoing Call
Restriction used with Allowed and Disallowed Lists) to restrict Outcalling
numbers. See “Outgoing Call Restriction” in Chapter 4 for details.
®
.
■
monitor your call reporting system records of outgoing calls to identify
possible system abuse.
1-15
Overview
You should also
■
provide effective physical security for the room containing your
telecommunications equipment and the room with administrative tools,
records, and System Administration information. These areas should be
locked when unattended.
■
provide a secure trash disposal for all sensitive information, including
your company’s telephone directories, call accounting records, or
anything that may supply information about your communications system.
This trash should be shredded.
Security Policy and User Education
As part of your responsibility for protecting system security, you should
establish and communicate security policies for all system users. You should
let users know what measures they should take to protect system security and
explain how hackers may try to gain access to the system. In particular, you
should provide users with the following information:
■
All reports of trouble, requests to move extensions, or any other
administrative details associated with the communications system or the
voice mail system should be handled by one person (the System
Manager) or within one department. Anyone claiming to be a telephone
company representative should be referred to this person or department.
■
If a caller claims to be an authorized telephone company representative,
verify his or her identity before permitting that person any access to the
system.
■
Establish well-controlled policies for passwords:
— Establish a specific date for changing passwords (for example, the
first of each month) and help users remember to do it.
— Advise subscribers to use a 4-digit password.
— Tell users that passwords should not be recycled. They should be
hard to guess and should not contain:
■
all the same numbers (for example, 4444)
■
sequential characters (for example, 1234)
■
personal information that can be associated with them (such as
their name, birthdate, telephone number, or social security number)
— Discourage the practice of writing down passwords. If a password
needs to be written down, keep it in a secure place and never discard
it while it is still active.
Tell users never to program passwords onto Auto Dial buttons. Display
—
phones reveal the programmed numbers.
■
Educate employees that hackers may try to trick them into providing
them with dial tone or dialing a number for them.
1-16
Overview
■
Ask users to tell you if any of the following suspicious activity occurs:
—
inability to log into Voice Mail
lost mail messages or altered greetings
—
—
inability to get an outside line
—
series of calls where there is silence on the other end or the caller
hangs up
—
sudden increase in wrong numbers
caller complaints that your lines are busy
—
—
callers claiming to represent the “phone” company. Ask for a callback
number.
—
callers trying to obtain sensitive information or asking for assistance in
placing outside or long-distance calls. Ask for a callback number.
—
increases in internal requests for assistance in making outside calls
(particularly international calls or requests for dial tone).
■
Make users with Outcalling privileges aware of the potential risks and
their responsibilities.
■
Never distribute the office telephone directory to anyone outside the
company.
■
Collect old office telephone directories and shred them.
■
Never discuss your telephone system’s numbering plan with anyone
outside your company.
■
Any time a call appears to be suspicious, call the Technical Service
Center at 1 800 628-2888 (in the U.S.).
1-17
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