Lucent Technologies 107970212 User Manual

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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

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:

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

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

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

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

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

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

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

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

Contents

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

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

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

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

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.

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.

Overview

Contents

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:

■

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.

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.

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.

Set VMS Hunt Delay (#506) to Immediate.

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.

Use Group Call Distribution (#206) Setting 1 to identify the lines to be answered by Automated Attendant Service.

Set VMS Hunt Schedule (#507) to Night Only.

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.

] 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,

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

Installation

Contents

Before You Start Installing the PARTNER MAIL VS Module

2-1 2-2

2-i

Installation

This chapter provides instructions for installing the voice messaging system’s

hardware in the communications system’s control unit.

Before You Start

Refer to Appendix A to verify that you have the appropriate voice messaging

system and communications system hardware. Then

■

Make sure the communications system control unit, processor module(s), and line/extension modules have been installed.

■

Make sure this installation meets the environmental and electrical requirements listed in Appendix A of this guide.

2-1

Installation

Installing the PARTNER MAIL VS Module

To install the voice messaging system module in the communications system’s control unit:

Turn off power to the communications system’s control unit: either pull out the main circuit breaker on the upper right rear corner of the control unit or move the on/off switch to the “off” position, or remove the power cord from the AC outlet.

CAUTION:

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

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

2. right of the last installed 206 or 400 module. Do not install the voice messaging system module in the first slot of the PARTNER Plus system control unit or the PARTNER II or PARTNER 48 system primary carrier (see Figure 2-1).

NOTE:

The voice messaging system module should always be installed after the 206 and 400 modules to ensure consecutive extension numbering. If the control unit is upgraded with more 206 or 400 modules, the voice messaging system module should be removed, the new modules should be installed, and the voice messaging system module should be replaced in the first available slot after the 206 and 400 modules. The VMS Hunt Group Extensions and Transfer Return Extensions must then be reprogrammed (see Chapter 4).

On the PARTNER Advanced Communications System, you must install the voice messaging system module in the slot to the right of the PARTNER ACS module in the 2-slot carrier. If your system has a 5-slot carrier, you may install the voice messaging system module in any slot except the center slot (see Figure 2-2).

Push slowly but firmly in the center of the module until the module locks into place, and is attached to the rear of the backplane. Do not force the module. If it does not insert easily, remove the module, clear any

obstruction, and reinsert it.

2-2

Installation

Refer to Figure 2-1 or Figure 2-2 for your system, then record the

3. extensions associated with the PARTNER MAIL VS module on Form B1 of the System Planner for the communications system.

2-port Systems

4-port

Systems

PARTNER Plus Control Unit or

PARTNER II or PARTNER 48 Primary Carrier

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These Exts. To Hunt Group 7:

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These

Exts. To Hunt Group 7:

20,21

18, 19,

20,21

26,27 32,33 38,39 44,45 50,51 56,57

2 3 4 1

24, 25,

26, 27

PARTNER II or PARTNER 48

Expansion Carrier

30, 31, 32, 33

36, 37, 38, 39

2 3

42, 43, 44, 45

2 3

48, 49, 50, 51

54, 55, 56, 57

Figure 2-1. Voice Messaging System Extensions for PARTNER Plus,

PARTNER II, and PARTNER 48

2-3

Installation

2-port Systems

2-Slot Carrier

ACS

Processor

Module

Line

Jacks

Extension

Jacks

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These Exts. To Hunt Group 7:

22,23

2-port Systems

Line

Jacks

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These Exts. To Hunt Group 7:

5-Slot Carrier

22, 23

ACS

Processor

Module

Extension

Jacks

28, 29

34, 35

40, 41

4-port Systems

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These Exts. To Hunt Group 7:

20, 21,

22, 23

4-port

Systems

If PARTNER MAIL VS Is Installed In Slot:

Then Assign These Exts. To Hunt Group 7:

2 3

20, 21,

26, 27,

22, 23 28, 29

32, 33, 38, 39,

34, 35 40, 41

Figure 2-2. Sample Voice Messaging System Extensions for PARTNER

Advanced Communications Systems

2-4

Installation

(Reserved for

Future Use)

RS-232 Port (Factory Use Only)

Power Indicator (Green) LED

Slot for Optional Mailbox Expansion Card

Test (Yellow) LED

Status (Red) LED

Hard Disk Drive (Green) LED

Figure 2-3. Installing the Mailbox Expansion Card

To install the Mailbox Expansion Card, insert the card in the vertical

4. slot on the lower front of the voice messaging system module (see Figure 2-3). Make sure the arrows on the Mailbox Expansion Card label face up and in. Also make sure the card is pushed in all the way.

Turn on power to the control unit. The green Power LED should light—if it

5. does, skip to Step 6. If the green Power LED does not light, power down the control unit, reseat the voice messaging system module, then power up the control unit again. If the green Power LED still does not light, call for support as indicated on the inside front cover of this guide.

Next, the voice messaging system module performs self-diagnostic tests.

6. The LEDs work as follows:

LED

Green Power Yellow Test Red Status

State

ON ON

ON for approximately 2 seconds

2-5

Installation

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

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

—

with Step 8.

— If the red Status LED is lit, power down the control unit, re-install the

Mailbox Expansion Card if it was installed in Step 4, then power up the control unit again. If the red Status LED comes on again, call for support as indicated on the inside front cover.

After the module passes the self-diagnostic tests, the extensions associated with the voice messaging system module go off-hook. Two outside lines show red steady on system phones with those lines for about one minute. When the lines become idle, the voice messaging system is ready to receive calls.

2-6

Understanding Programming

Contents

Communications System Programming

■

Planning Forms

■

Using System Programming

The Programming Overlays Programming Mode

Voice Messaging System Programming

■

Planning Forms

■

Using System Programming

The Programming Main Menu Accessing the Programming Main Menu Programming Guidelines

3-1 3-2

3-2 3-3

3-3 3-4 3-4

3-5 3-6 3-6 3-7

3-i

Understanding Programming

This chapter provides general programming information for the communications

system and the voice messaging system. Both systems must be programmed so they can work together as an integrated unit. Before you begin any

programming, you must ensure that all required communications system and voice messaging system planning forms described in this chapter are completed. You will refer to these forms during programming.

Communications System Programming

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

You can program the communications system from extension 10. Some systems also allow programming from extension 11. Check the Programming and Use guide for the communications system for more information. If your system supports programming from both extensions, you may find it more convenient to program from extension 11. This capability allows the receptionist to continue handling calls at extension 10 while you program.

System Programming changes settings for the system as a whole, or for individual lines or extensions. (Refer to the Programming and Use guide for the communications system for more information about System Programming options.)

On some communications systems, a password may be required to enter System Programming mode. Check the Programming and Use guide for the communications system for more information.

3-1

Understanding Programming

Planning Forms

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

■

Form A: System Configuration. Contains basic information about the system including the line number and type of voice messaging service required for each line.

■

Form B1: System Extensions. Contains basic information about each extension. This includes the type of phone or auxiliary equipment at the extension, and the name of the user or a description of how the extension is used.

■

Form B2: Customized Extension Settings. Contains feature settings, such as Automatic VMS Cover and Automatic Extension Privacy, and group assignments for each extension.

■

Form C: Button Assignments. Specifies which features are programmed on buttons for each extension. This includes VMS Cover, Do Not Disturb, Voice Mailbox Transfer, and Voice Mail Messages buttons.

Samples of these forms and instructions for completing them are included in Appendix E.

Using System Programming

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

You can program the system in one of two ways:

■

Direct Method. You access a programming procedure directly by dialing the code for that procedure. This method works best when you are using only a few procedures during the programming session, and you know the codes. For example, press [ # ] [ 1 ] [ 0 ] [ 1 ] to change the system date.

■

Cycle Method. You cycle through a sequence of procedures in numerical order by pressing [ use this method when programming the communications system for the first time, or when you are changing a series of related settings. However, procedures #399, #609, and #728 are skipped when you cycle through procedures.

Next Procedure

] or [

Prev Procedure

]. You should

3-2

NOTE:

You can talk on the telephone while you program. This is useful if you

need to call for support while programming. However, you must place the

call before you enter programming mode, and you must use the handset

(not the speakerphone) to talk.

Understanding Programming

The Programming Overlays

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

Use the following special buttons while programming:

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

■

[

Next Procedure

] and [

programming procedures.

■

[

Next Item

] and [ parameters. A parameter is typically an outside line, an extension, or a telephone list entry.

■

[

Next Data

] and [

entries. These buttons work only for fixed data, such as a line or extension number. They do not work for variable data such as date, time, password, telephone numbers, or doorphone assignments.

■

[

Remove

] returns the current setting to the factory setting.

■

[ Enter ] ends an entry of variable length, such as a telephone number in an Allowed Phone Number List.

■

[

System Program

] starts the System Programming process.

Prev Procedure

Prev Item

Prev Data

Intercom ]

] cycle forward and backward through the

] cycle forward and backward through a procedure's

] cycle forward and backward through the valid list

■

Central Tel Program

[ (that is, customizing individual telephones from extension 10, or 11

if available).

■

[

Feature

Programming Mode

To enter programming mode:

At extension 10 (or 11 if available), make sure the programming overlay is in place over the system phone’s dialpad.

Press [

Enter the System Password, if required.

Enter specific programming procedure codes.

] starts the Centralized Telephone Programming process

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

Feature

] [ 0 ] [ 0 ].

System Program

] [

System Program

3-3

Understanding Programming

Voice Messaging System Programming

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

Planning Forms

You need the following forms for the voice messaging system:

■

Form 1: Language. Shows the Language Mode, Monolingual or Bilingual. Also specifies the System Language for Monolingual Mode or the Primary and Secondary Language for Bilingual Mode.

■

Form 2: Mailbox Assignments. Shows factory-set mailbox assignments with and without the Mailbox Expansion Card. Allows you to change mailbox assignments, to indicate whether Outcalling capability is assigned, and to identify the language used for each mailbox.

■

Form 3: Menu Definition. Shows transfer options for Automated Attendant Service. Allows you to specify the extension or group number for a selector code transferor announcement number and to provide a description of that extension or group.

■

Form 3A: Automated Attendant Announcement—System Language or Primary Language. Shows the announcement number(s) and the

script used to record the associated announcement(s) in the System Language for Monolingual Mode or the Primary Language for Bilingual Mode. You can record up to two announcements in Monolingual Mode and in the Primary Language for Bilingual Mode.

■

Form 3B: Automated Attendant Announcement—Secondary Language. Used only if the system is set for Bilingual Mode. Shows the

announcement number(s) and the script used to record the associated announcement(s) in the Secondary Language for Bilingual Mode. You can record up to two announcements in Bilingual Mode.

■

Form 4: Day Menu Prompt—System Language or Primary Language.

Shows the script used to record the Day Menu Prompt in the System Language for Monolingual Mode or the Primary Language for Bilingual Mode.

■

Form 4A: Day Menu Prompt—Secondary Language. Used only if the system is set for Bilingual Mode. Shows the script used to record the Day Menu Prompt in the Secondary Language.

■

Form 5: Night Menu Prompt: System Language or Primary Language. Shows the script used to record the Night Menu Prompt in

the System Language for Monolingual Mode or the Primary Language for Bilingual Mode.

3-4

Understanding Programming

■

Form 5A: Night Menu Prompt: Secondary Language. Used only if the system is set for Bilingual Mode. Shows the script used to record the Night Menu Prompt in the Secondary Language.

■

Form 6: Line Ownership. Identifies the lines assigned VMS Line Coverage. Also shows for each owned line, the associated telephone number, the name of the subscriber who owns the line, and the owner’s mailbox number.

Samples of these forms and instructions for completing them are included in Appendix D.

Using System Programming

A special login number is required to program the voice messaging system. The following information applies to this login:

■

The login number is 99.

■

99 is not an extension number.

■

This login does not have an associated mailbox.

■

The language associated with this login is either the System Language chosen for Monolingual Mode or the Primary Language chosen for Bilingual Mode; it cannot be changed.

■

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

NOTE:

Although this login has a Password, it does not have an associated mailbox.

To begin programming the voice messaging system, you make a call to the Voice Mail Service, enter the login and password, and select option 9 (you are not prompted for this option). This takes you to the Programming Main Menu (shown in Figure 3-1).

3-5

Understanding Programming

The Programming Main Menu

The Programming Main Menu allows you to access the Language Mode and the language(s) associated with that mode, the Automated Attendant Service Menu, mailbox assignments, and line ownership assignments.

Call Voice Mail Service

Enter Login (Press

Enter Mailbox Password

Language (Press [ 1 ])

Automated

Attendant (Press [ 3 ])

Figure 3-1. Programming Menus

(Press

Select

Programming

Main Menu

(Press

9 )

Mailboxes

Intercom

9 9 #

1234#

(Press [ 4 ])

7 7 7 )

)

Line

Ownership

(Press [ 6 ])

Accessing the Programming Main Menu

To access the Programming Main Menu:

1.2.Press [ The system plays:

Welcome to PARTNER MAIL VS. Please enter extension and #. Otherwise, to access PARTNER Tutor, press * 4.

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

Enter password and #.

3-6

Intercom

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

Understanding Programming

Enter the Password and press #. (The factory-set Password is 1234.) The system plays:

System Manager.

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

Press [ 9 ] to access the Programming Main Menu.

4. The system plays:

To program the System Language press 1, for Automated Attendant press 3, for mailboxes press 4, for line ownership press 6. If finished press * #.

Programming Guidelines

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

■

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

■

Press [ ★ ] [ # ] to return to the previous menu.

■

Press [ ★ ] [ 4 ] to repeat the current menu options.

■

Press [ Programming Main Menu.

★

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

PARTNER MAIL VS Release 4.

■

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

■

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

■

Hang Up to exit programming.

3-7

Initial Programming

Contents

Overview Voice Mail System Configurations

■

Upgrading Your Voice Mail System

Initial Communications System Setup

■

VMS Hunt Group Extensions

■

Transfer Return Extensions

■

Outgoing Call Restriction

Voice Messaging System Programming

■

Language

Monolingual Mode

Bilingual Mode

■

Automated Attendant Service

Monolingual Mode

Menu Definition, Day Menu Prompt, and

Announcements

Night Menu Prompt

Bilingual Mode

Menu Definition, Day Menu Prompts, and

Announcements

Night Menu Prompt

■

Voice Mail Service

Deleting a Mailbox Creating a Mailbox Modifying a Mailbox’s Language Assigning Outcalling Privileges

■

Line Ownership

Assigning Line Ownership

4-1 4-2

4-2 4-3 4-3

4-4 4-4

4-6 4-6

4-6 4-7 4-8 4-8

4-8 4-10 4-11

4-11 4-13 4-15 4-15 4-16 4-16 4-17 4-18 4-18

4-i

Contents

Communications System Programming

■

Automated Attendant Service

Group Call Distribution VMS Hunt Delay Automatic Extension Privacy VMS Hunt Schedule Night Service Music On Hold Disallowed Phone Numbers

Creating a Disallowed Phone Number List Assigning the Disallowed Phone Number List

Allowed Phone Numbers

Creating an Allowed Phone Number List Assigning the Allowed Phone Number List

■

Call Answer Service

Line Coverage

VMS Line Coverage

Line Coverage Extension Automatic VMS Cover VMS Cover Rings

■

Telephone Button Programming

VMS Cover Do Not Disturb Voice Mailbox Transfer Voice Mail Messages

Verifying System Operation

■

Voice Mail Service

■

Automated Attendant Service

Day Menu Night Menu

■

Call Answer Service

VMS Extension Coverage VMS Line Coverage Line Coverage Extension

4-19 4-19

4-19 4-20 4-20 4-20 4-21 4-21 4-22 4-22 4-22 4-23 4-23 4-23 4-24 4-24 4-24 4-25 4-25 4-26 4-26 4-26 4-27 4-27 4-28

4-29 4-29

4-29 4-29 4-30 4-31 4-31 4-31 4-31

4-ii

Initial Programming

Overview

This chapter identifies the four possible voice messaging system configurations. It tells you how to perform initial programming of the voice messaging and communications systems. The first two procedures allow you to access and program the voice messaging system—you must perform these procedures first for every installation. The next set of procedures covers voice messaging system programming. The last section covers how to program the communications system.

The order of the procedures in this chapter enables you to program the Menu Definition and to record the Day and/or Night Prompts and Automated Attendant Announcements before the voice messaging system begins to handle calls—this order is recommended for voice messaging systems that are being added to existing communications systems. If this is a new installation, however, you can program the communications system first, then the voice messaging system if you prefer.

In addition, you can either follow the step-by-step instructions or use the

flowchart at the end of this manual as a quick guide. If you use the step-by-step

instructions, note that Step 1 of each procedure for the voice messaging system

is logging in. However, if you are already logged in, you can skip Step 1. Finally, some features and procedures in this chapter may not be available on

your communications system. If you are not sure, check the Programming and

Use guide for that system.

4-1

Initial Programming

Voice Mail System Configurations

The PARTNER Mail VS supports the following configurations:

■

2 voice channels (ports), 10 mailboxes (standard)

■

2 ports, 20 mailboxes (requires a Mailbox Expansion Card)

■

4 ports, 20 mailboxes (requires a Mailbox Expansion Card)

■

4 ports, 40 mailboxes (requires a Mailbox Expansion Card)

Figures 2-1 and 2-2 (in Chapter 2) show the possible extension numbers for all configurations.

Upgrading Your Voice Mail System

If you are upgrading your voice mail system with the addition of a Mailbox Expansion Card, when you return power to the system the appropriate number of mailboxes is activated. For example, if you are upgrading to a 4-port, 20-mailbox configuration, the first 20 mailboxes are activated. And previously existing programming (including existing mailbox assignment information, personal greetings, and passwords) is saved. You do not need to reprogram the system; however, you should:

■

Delete any unused mailboxes and create new ones following the procedures in “Voice Mail Service,” later in this chapter.

NOTE:

Numbering of existing mailboxes should be detailed on Form 2 for the voice messaging system. You can also play existing mailbox numbers and receive information on the number of existing mailboxes, as well as the maximum mailbox capacity for the current system configuration. At the Programming Main Menu, press [

4 ] to receive the message indicating how many mailboxes

currently exist and how many are allowed. For more information, see “Checking a Mailbox’s Status,” in Chapter 5.

■

For 4-port configurations: Add two extensions to the VMS Hunt Group (Extension Hunt Group 7). These additional extensions correspond to the middle two extensions. For example, if you are upgrading from two to four ports, extensions 18 and 19 would be added to extensions 20 and

21. You must perform this task to ensure that the system functions properly. See “Initial System Setup,” earlier in this chapter, for specific instructions on how to assign the additional VMS Hunt Group Extensions.

4-2

Initial Programming

Initial Communications System Setup

You must perform the first two procedures for every installation. The procedure for Outgoing Call Restriction is strongly recommended to ensure system security. For the following procedures, you need to know the extension numbers associated with the PARTNER MAIL VS system module. Figures 2-1 and 2-2 (in Chapter 2) show the possible extension numbers. For the extension numbers appropriate to this installation, locate Form B1 of the System Planner for the communications system.

VMS Hunt Group Extensions

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

To assign the PARTNER MAIL VS extensions specified on Form B1 to Hunt

Group 7:

At extension 10*, press [

Feature

] [ 0 ] [ 0 ] [

System Program

] [

System Program

Enter the System Password, if required.

2. Press [ # ] [ 5 ] [ 0 ] [ 5 ].

3. At the

Group: Extension:

At the

prompt, press [ 7 ].

prompt, enter the first PARTNER MAIL VS extension

number specified on Form B1.

Press [ Press [

Next Data

Next Item

] until the display reads

] or [

Prev Item

] until the next PARTNER MAIL VS extension

1 Assigned.

number specified on Form B1 displays.

Press [

8. If additional PARTNER MAIL VS extensions are shown on Form B1,

Next Data

] until the display reads

1 Assigned.

repeat Steps 7 and 8 for each one.

10.

Continue with “Transfer Return Extensions” on the next page.

Some systems also allow programming from extension 11. Check the Programming and Use guide for the communications system.

4-3

Initial Programming

Transfer Return Extensions

For extensions associated with the voice mail system unit, use the following procedure. If the voice 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 procedure ensures that unanswered calls transferred by the voice mail system return to the designated extension, where they will ring until they are answered.

To assign extension 10 as the transfer return extension for the PARTNER MAIL VS extensions specified on Form B1:

Press [ # ] [ 3 ] [ 0 ] [ 6 ]*. At the Extension: prompt, enter the first PARTNER MAIL VS extension

2. number specified on Form B1.

At the

Data:

Press [

Next Item

number specified on Form B1 displays.

prompt, press [ 1 ] [ 0 ].

] or [

Prev Item

] until the next PARTNER MAIL VS extension

At the

Data:

If additional PARTNER MAIL VS extensions are specified on Form B1, repeat Steps 4 and 5 for each one.

Press [

Feature

Continue with the next section for information about programming the

voice messaging system.

Outgoing Call Restriction

Use this procedure to restrict all extensions associated with the voice mail system unit from making outside calls. Outgoing call restriction is strongly recommended, in particular, to protect system security when Outcalling privileges are assigned to subscribers on Form 2.

Press [

] [ 4 ] [ 0 ] [ 1 ].

At the Extension: prompt, enter the first PARTNER MAIL VS extension number specified on Form B1.

Press [ Press [

Next Data

Next Item

number specified on Form B1 displays. Press [

Next Data ] until the appropriate value displays.

prompt, press [ 1 ] [ 0 ].

] [ 0 ] [ 0 ] to exit programming.

] until the display reads

] or [

Prev Item

] until the next PARTNER MAIL VS extension

2 Inside Only.

Repeat Steps 4 and 5 for each PARTNER MAIL VS extension.

In some countries, the procedure code for Transfer Return Extension is #309. Check the

Programming and Use guide for the communications system.

4-4

Initial Programming

Press [

Feature

] [ 0 ] [ 0 ] to exit programming.

Refer to the next section for information about programming the voice messaging system.

NOTE:

If Outcalling is permitted, be sure to create Allowed and Disallowed Phone Lists as needed for Outcalling numbers. See “Disallowed Phone Numbers” and “Allowed Phone Numbers,” later in this chapter, for instructions.

4-5

Initial Programming

Voice Messaging System Programming

Language

Before you begin, locate Form 1 for the voice messaging system. Check to see if any of the Language settings are changed from the factory defaults:

■

If none of the Language settings is changed, skip to “Automated Attendant Service” and follow the instructions for Monolingual Mode.

■

If any of the Language settings are changed, follow the appropriate procedure for either Monolingual Mode or Bilingual Mode.

Monolingual Mode

To change the System Language as specified on Form 1:

If necessary, access the Programming Main Menu. If you are already at

1. the Programming Main Menu, skip to Step 2.

Press [

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

Press [ 9 ] [ 9 ] [ # ].

Enter the Mailbox Password and press [

Press [ 9 ].

Press [ 1 ] for Language.

Press [

3. Press [ 6 ] to modify System Language.

Enter the number corresponding to the System Language specified on

] for System Language.

# ].

Form 1. Press [

6. Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

7. Continue with the section, “Automated Attendant Service.”

9 ] to confirm your selection.

4-6

Initial Programming

Bilingual Mode

To change the Language Mode and the Primary and Secondary Languages as specified on Form 1:

If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter the Mailbox Password and press [

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

# ].

d. Press [ 9 ]. Press [ 1 ] for Language. Press [ 1 ] for Language Mode.

Press [

Press [ Press [

7. Enter the number corresponding to the language specified on Form 1.

Press [ 9 ] to confirm your selection.

10.

To modify the other language, press [

] for Bilingual Mode.

] for System Language.

] for Primary Language or [ 2 ] for Secondary Language.

] to modify the language.

★

] [ # ] and repeat Steps 6 through 9.

Otherwise, skip this step. Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

11.

12.

Continue with the next section, “Automated Attendant Service.”

4-7

Initial Programming

Automated Attendant Service

Before you begin, locate Forms 1, 3, 3A, 4, and 5 for the voice messaging system. If the system is set for Bilingual Mode, also locate Forms 3B, 4A, and 5A. If Automated Attendant Service is not to be used; skip to “Voice Mail Service.” Otherwise, to program Automated Attendant Service:

■

If the system is set for Monolingual Mode, use the procedures below.

■

If the system is set for Bilingual Mode, use the procedures later in this chapter.

Monolingual Mode

Menu Definition, Day Menu Prompt, and Announcements

To define the Automated Attendant Service menu as specified on Form 3 and to record the Day Menu Prompt specified on Form 4 and Automated Attendant Announcement(s) specified on Form 3A, follow this procedure.

It is important to understand that you must approve each element (that is, the Menu Definition, the Day Menu Prompt, and any Announcements, as well as

save all of these entries (in Step 15). If you exit at any point before saving your approved entries, your entries will be lost. This procedure is designed

to ensure that callers do not hear the incomplete menu while you are in the process of building/modifying it.

If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.

Press [

a. b.

Press [ 9 ] [ 9 ] [ # ].

Enter the Mailbox Password and press [ # ].

Press [ 9 ].

Press [

Press [ 6 ] to modify the Menu Definition and/or Day Menu Prompt.

Enter a Selector Code for which information is specified in Column C of

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

] for Automated Attendant.

] for Day Menu.

Form 3. If Column C is empty, skip to Step 10.

Press [ Do one of the following:

7. — —

—

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

Press [ 1 ] for Selector Code Transfer. Press [ 3 ] for Announcement.

Press [

] for Direct Extension Transfer (factory-default setting).

4-8

Initial Programming

Do one of the following: —

If you chose Selector Code Transfer in Step 7, enter the extension, Hunt Group, or Calling Group number specified in Column C of Form 3. This value corresponds to the Selector Code entered in Step 5. Then, press [

# ]. Go to Step 10.

— If you chose Announcement in Step 7, enter the Announcement

number (1 or 2) specified in Column C of Form 3A. This value corresponds to the Selector Code entered in Step 5. Go to Step 9.

To record an Announcement, lift the handset, press [ Announcement from Form 3A. Press [

10.

Repeat Steps 5 through 8 for each Selector Code for which there is

1 ] after recording.

1 ], and record the

information in Column C. Press [ ★ ] [ # ] to approve your entries and finish modifying the Menu

11. Definition.

12.

If you do not want to record a Day Menu Prompt or Announcement, press [

To record a Day Menu Prompt, lift the handset, press [

13. Menu Prompt from Form 4. Press [

14.

Choose an option or skip this step: —

# ] to approve the Menu Definition and go to Step 16.

1 ], and record the

1 ] after recording.

Press [ 2 ] [ 1 ] to immediately re-record this Menu Prompt or Announcement. Begin recording immediately after the beep; press [ 1 ] after recording. Repeat, if desired.

—

Press [ 2 ] [ 3 ] to play back this Menu Prompt or Announcement.

—

Press [ ★ ] [ 3 ] to delete this Menu Prompt or Announcement and return

to Step 12 to be prompted for re-recording.

15.

Press [ ★ ] [ # ] to approve and save the Menu Definition, the Day Menu Prompt, and any Announcements.

Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

16.

17.

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

4-9

Initial Programming

Night Menu Prompt

To record the Night Menu Prompt specified on Form 5:

If necessary, access the Programming Main Menu. if you are already at the Programming Main Menu, skip to Step 2.

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

Enter the Mailbox Password and press [ # ].

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

Press [ 3 ] for Automated Attendant.

Press [ Press [

] for Night Menu.

] to modify the Night Menu Prompt. Lift the handset, press [ 1 ], and record the Menu Prompt from Form 5. Press [ 1 ] after recording. Choose an option or skip this step:

Press [ 2 ] [ 1 ] to immediately re-record this Menu Prompt. Begin

—

recording immediately after the beep; press [ 1 ] after recording. Repeat, if desired.

Press [ 2 ] [ 3 ] to play back this Menu Prompt.

— —

Press [

★

] [ 3 ] to delete this Menu Prompt and return to Step 5 to be

prompted for re-recording.

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

Press [

10.

Continue with the section, “Voice Mail Service.”

★

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

4-10

Initial Programming

Bilingual Mode

Menu Definition, Day Menu Prompts, and Announcements

To define the Automated Attendant Service menu as specified on Form 3 and to record the Day Menu Prompts for the Primary and Secondary Languages specified on Form 4 and 4A, and the Automated Attendant Announcement(s) specified on Form 3B, follow this procedure.

It is important to understand that you must approve each element (that is, the Menu Definition, the Day Menu Prompt, and any Announcements, as well as

save all of these entries (in Step 22). If you exit at any point before saving

your approved entries, your entries will be lost. This procedure is designed

to ensure that callers do not hear the incomplete menu while you are in the process of building/modifying it. Be sure to allow yourself enough time to complete this procedure in its entirety.

If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.

Press [

a. b.

Press [ 9 ] [ 9 ] [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

c. Enter the Mailbox Password and press [ # ].

Press [ 9 ].

d. Press [ 3 ] for Automated Attendant.

2. Press [ 1 ] for Day Menu.

3. Press [ 6 ] to modify the Menu Definition and/or Day Menu Prompts.

4. Enter a Selector Code for which information is specified in Column C of

5. Form 3. If Column C is empty, skip to Step 10.

Press [

6. Do one of the following:

7. —

—

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

Press [ 1 ] for Selector Code Transfer. Press [ 3 ] for Announcement.

— Press [ 5 ] for Direct Extension Transfer (factory-default setting). Do one of the following:

8. — If you chose Selector Code Transfer in Step 7, enter the extension,

Hunt Group, or Calling Group number specified in Column C of Form 3. This value corresponds to the Selector Code entered in Step 5. Then, press [

# ]. Go to Step 10.

If you chose Announcement in Step 7, enter the Announcement

—

number (1 or 2) specified in Column C of Form 3A. This value corresponds to the Selector Code entered in Step 5. Go to Step 9.

To record an Announcement, lift the handset, press [

9. Announcement from Form 3A. Press [

1 ] after recording.

1 ], and record the

4-11

Initial Programming

10.

11.

12.

Repeat Steps 5 through 8 for each Selector Code for which there is information in Column C.

Press [ ★ ] [ # ] to approve your entries and finish modifying the Menu Definition.

At this point, do one of the following: —

If you do not want to record a Day Menu Prompt or Announcement, press [

If you want to record the Day Menu Prompt in the Primary Language,

—

# ] to approve the Menu Definition and go to Step 22.

continue with Step 13.

—

If you want to record the Announcement in the Secondary Language, return to Step 17.

If you want to record the Day Menu Prompt or Announcement in the

—

Secondary Language, skip to Step 17.

13.

Lift the handset, press [

1 ] and record the Menu Prompt from Form 4.

Press [ 1 ] after recording.

Press [

14.

15.

Choose an option or skip this step:

—

] after recording.

Press [ 2 ] [ 1 ] to immediately re-record this Menu Prompt. Begin recording immediately after the beep; press [ 1 ] after recording. Repeat, if desired.

Press [ 2 ] [ 3 ] to play back this Menu Prompt.

— —

Press [

★

] [ 3 ] to delete this Menu Prompt and return to Step 13 to be

prompted for re-recording.

16.

Press [ ★ ] [ # ] to approve this Day Menu Prompt. If you want to record the Day Menu Prompt or Announcement in the

17. Secondary Language, continue with Step 18; otherwise, skip to Step 21.

18.

Press [

2 ] and record the Menu Prompt from Form 4A (or Announcement

from Form 3B). Press [ 1 ] after recording.

19.

20.

Choose an option or skip this step: —

Press [ 2 ] [ 1 ] to immediately re-record this Menu Prompt or Announcement. Begin recording immediately after the beep; press [ 1 ] after recording. Repeat, if desired.

4-12

Press [ 2 ] [ 3 ] to play back this Menu Prompt or Announcement.

— —

Press [

★

] [ 3 ] to delete this Menu Prompt or Announcement and return

to Step 18 to be prompted for re-recording.

Press [ ★ ] [ # ] to approve this Day Menu Prompt or Announcement.

21.

22.

Press [ # ] to approve and save all entries. The Menu Definition, Day Menu Prompts, and Announcements (if any) now take effect.

Initial Programming

23.

24.

Night Menu Prompt

To record the Night Menu Prompt in the Primary and Secondary Languages specified on Form 5 and Form 5A:

Press [ ★ ] [ 7 ] to return to the Programming Main Menu. Continue with “Night Menu Prompt” or go to the section, “Voice Mail

Service.”

If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter the Mailbox Password and press [ # ].

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

Press [ 3 ] for Automated Attendant.

Press [

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

5. —

] for Night Menu.

] to modify the Night Menu Prompt.

If you want to record the Night Menu Prompt in the Primary Language, continue with Step 6.

—

To record the Night Menu Prompt in the Secondary Language, skip to Step 11.

Lift the handset, press [ 1 ], and record the Menu Prompt from Form 5.

Press [ 1 ] after recording.

Choose an option or skip this step: —

Press [ 2 ] [ 1 ] to immediately re-record this Menu Prompt. Begin recording immediately after the beep; press [ 1 ] after recording. Repeat, if desired.

—

Press [ 2 ] [ 3 ] to play back this Menu Prompt.

—

Press [

★

] [ 3 ] to delete this Menu Prompt and return to Step 6 to be

prompted for re-recording.

Press [ ★ ] [ # ] to approve this Night Menu Prompt.

10.

If you want to record the Night Menu Prompt in the Secondary Language, continue with Step 11; otherwise, skip to Step 15.

11.

Press [ Press [ 1 ] after recording.

12.

2 ] and record the Menu Prompt from Form 5A.

4-13

Initial Programming

13.

14.

15.

16.

17.

Choose an option or skip this step:

Press [ 2 ] [ 1 ] to immediately re-record this Menu Prompt. Begin

—

recording immediately after the beep; press [ 1 ] after recording. Repeat, if desired.

—

Press [ 2 ] [ 3 ] to play back this Menu Prompt.

★

Press [

—

] [ 3 ] to delete this Menu Prompt and return to Step 11 to be

prompted for re-recording.

Press [ ★ ] [ # ] to approve this Night Menu Prompt. Press [ # ] to approve all changes. The Night Menu Prompts now take

effect. Press [ ★ ] [ 7 ] to return to the Programming Main Menu. Continue with the next section, “Voice Mail Service.”

4-14

Initial Programming

Voice Mail Service

Before you begin, locate Form 2 for the voice messaging system. Check to see if mailboxes are numbered differently from the factory defaults, if any mailbox is to be deleted, or if a Mailbox Language is changed for any mailbox.

■

If mailboxes are not numbered differently, no mailbox is deleted, no mailbox’s language is changed, and no Outcalling is assigned, skip to

“Line Ownership.”

■

If any mailbox is to be deleted, use the procedure below.

■

If mailboxes are numbered differently, first use the procedure below to delete all mailboxes from extensions that do not require coverage; then use the procedure on the next page to create mailboxes for all extensions that require coverage.

■

If Mailbox Language is changed for any mailbox, see “Modifying a Mailbox’s Language” later in this section.

■

If Outcalling is chosen, see “Assigning Outcalling Privileges” later in this

section.

Deleting a Mailbox

NOTE:

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

To delete mailboxes as specified on Form 2:

If necessary, access the Programming Main Menu. If you are already at

1. the Programming Main Menu, skip to Step 2.

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

Enter the Mailbox Password and press [ # ].

c. d.

Press [ 9 ].

Press [ 4 ] for Mailboxes.

2. Enter the number of a mailbox to be deleted as indicated on Form 2,

3. followed by [ # ].

Press [ ★ ] [ 3 ] to delete the mailbox.

4. Press [ 9 ] to confirm mailbox deletion.

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

6. Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

Continue with “Creating a Mailbox” or “Modifying a Mailbox’s Language,”

8. or go to “Assigning Outcalling Privileges” or “Line Ownership,” later in this chapter.

4-15

Initial Programming

Creating a Mailbox

To create mailboxes as specified on Form 2:

If necessary, access the Programming Main Menu. If you are already at

1. the Programming Main Menu, skip to Step 2.

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

b. c.

Enter the Mailbox Password and press [

Press [ 9 ].

Press [

Enter the number of a mailbox to be created as indicated on Form 2, followed by [

Press [ 4 ] to create this mailbox. Repeat Steps 3 and 4 for each mailbox to be created.

Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

Continue with “Modifying a Mailbox’s Language,” or go to “Assigning Outcalling Privileges” or “Line Ownership,” later in this chapter.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

] for Mailboxes.

# ].

Modifying a Mailbox’s Language

To modify a mailbox’s language as specified on Form 2:

If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.

Intercom

Press [

a. b.

Press [ 9 ] [ 9 ] [ # ].

Enter the Mailbox Password and press [ # ].

Press [ 9 ].

Press [ 4 ] for Mailboxes.

Enter the number of a mailbox whose language is to change as indicated on Form 2, followed by [

Press [ 6 ] for Mailbox Language. Press [ 6 ] to modify Mailbox Language.

Enter the number corresponding to the Mailbox Language specified on Form 2.

Press [ 9 ] to confirm.

7. Repeat Steps 3 through 7 for each mailbox whose language is to be

8. changed.

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

# ].

4-16

Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

10.

Continue with “Assigning Outcalling Privileges” or “Line Ownership,” later in this chapter.

Initial Programming

Assigning Outcalling Privileges

When the system is first installed, the Outcalling feature is not assigned to any mailbox.

CAUTION:

Before you assign mailboxes Outcalling privileges, you should consider the several system performance and security issues: If the privilege is assigned to a majority of users and their message traffic is heavy, system performance could be adversely affected. Outcalling attempts could be delayed. in rare instances, an Outcall may not be performed if it is delayed beyond the scheduled Outcalling period.

Additionally, there are no restrictions on the Outcalling numbers entered by subscribers. Therefore, it is strongly recommended that you limit the number of subscribers who have the Outcalling privilege. And call restrictions should be used for the communications system. See “Outgoing Call Restriction” earlier in this chapter for details.

To enable the Outcalling feature for a mailbox as specified on Form 2:

If necessary, access the Programming Main Menu. If you are already at

1. the Programming Main Menu, skip to Step 2.

Press [

Press [ 9 ] [ 9 ] [ # ]. Enter the Mailbox Password and press [

Press [ 9 ].

d. Press [ 4 ] for Mailboxes.

Enter the number of a mailbox whose Outcalling permission is to change as indicated on Form 2, followed by [

Press [ 5 ] for Outcalling Administration. Press [

5. Repeat Steps 3 through 5 for each mailbox whose Outcalling permission

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

# ].

] to turn on the Outcalling feature.

# ].

is to be changed. Press [ ★ ] [ 7 ] to return to the Programming Main Menu.

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

NOTE:

Although you have assigned Outcalling for a specific mailbox, the subscriber must specify a telephone or pager number, and turn outcalling on before this feature will function. Subscribers may also establish an Outcalling schedule (optional).

4-17

Initial Programming

Line Ownership

Before you begin, locate Form 6 for the voice messaging system.

■

If Form 6 is filled out, use the procedure below to assign ownership.

■

If Form 6 is not filled out, skip to “Communications System Programming.”

Assigning Line Ownership

To assign an owner to an outside line as specified on Form 6:

If necessary, access the Programming Main Menu. If you are already at

1. the Programming Main Menu, skip to Step 2.

Press [

Press [ 9 ] [ 9 ] [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

Enter the Mailbox Password and press [

c. d.

Press [ 9 ].

Press [

2. Press [

Enter a line number specified in Column A of Form 6, followed by [ # ]. Enter the line owner’s mailbox number specified in Column D of Form 6,

5. followed by [

Repeat Steps 4 and 5 for each owned line.

Hang up to exit voice messaging system programming.

Refer to the next section to program the communications system.

] for Line Ownership.

] to assign Line Ownership.

# ].

4-18

Initial Programming

Communications System Programming

Automated Attendant Service

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

Refer to Form A, Page 1, Line Coverage, to see if any lines are checked for VMS–AA. If so, use this section to program Automated Attendant Service; otherwise, skip to “Call Answer Service.”

Group Call Distribution

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

To assign VMS-AA lines specified on Form A, Page 1, Line Coverage, to Hunt Group 7:

At extension 10*, press [

Feature

] [ 0 ] [ 0 ] [

System Program

] [

System Program

Enter the System Password if required. Press [ # ] [ 2 ] [ 0 ] [ 6 ] †.

3. At the

Group:

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

prompt, press [ 7 ].

Coverage column of Form A, Page 1. Press [

6. To program another line, press [

Next Data

] until the display reads

Next Item

1 Assigned.

] or [

Prev Item

] until the appropriate

line number displays. Press [

8. Repeat Steps 7 and 8 for each VMS-AA line on Form A.

10.

Continue with “VMS Hunt Delay” below.

Next Data ] until the display reads 1 ASSigned.

Some systems also allow programming from extension 11. Check the Programming and Use guide for the communications system.

†

In some cuntries, the procedure code for Group Call Distribution is #205. Check the Programming and Use guide for the communications system.

4-19

Initial Programming

VMS Hunt Delay

Check Form A, Page 2, VMS Hunt Delay. If Delayed is specified, follow the procedure below. Otherwise, skip to the next section, “Automatic Extension Privacy.”

To change the VMS Hunt Delay setting from Immediate to Delayed as specified on Form A, Page 2:

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

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

Next Data

] until the appropriate value displays.

Automatic Extension Privacy

If VMS Hunt Delay is set to Immediate, use this procedure to prevent users from accidentally picking up calls sent to the voice messaging system.

To set Automatic Extension Privacy (#304) to Assigned for the PARTNER MAIL VS extensions specified on Form B1:

Press [ # ] [ 3 ] [ 0 ] [ 4 ]. Enter the first PARTNER MAIL VS extension number specified on

2. Form B1.

Press [

3. Press [

4. number specified on Form B1 displays.

Press [

If additional PARTNER MAIL VS extensions are specified on Form B1, repeat Steps 4 and 5 for each one.

Continue with “VMS Hunt Schedule” below.

VMS Hunt Schedule

Check Form A, Page 2, VMS Hunt Schedule. If Day Only or Night Only is selected, follow the procedure below. Otherwise, skip to the next section “Night Service.”

To change the VMS Hunt Schedule setting from Always to Day Only or Night Only as specified on Form A, Page 2:

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

Press [

Continue with “Night Service Button” below.

Next Data

Next Item

Next Data

] until the display reads

] or [

Prev Item

] until the next PARTNER MAIL VS extension

] until the display reads

1 Assigned.

] until the appropriate value displays.

4-20

Initial Programming

Night Service

Check Form C for extension 10. If a Night Service button is specified, follow the procedure below.

To program Night Service on a button with lights at extension 10 as specified on Form C:

2. At this point, do one of the following:

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

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

system phone, press [

Next Data ] until the display reads:

Night Service 1 Assigned-Ext10

Go to Step 3.

Music On Hold

If desired, program Music On Hold. See the Programming and Use guide for the communications system for instructions.

Continue with the next section, “Disallowed Phone Numbers.”

— If you want to assign Night Service to a specific button*, press [

The display reads:

Night Service 3 Select Button

Press the desired programmable button with lights to assign Night

Service to that button. Label the Night Service button at extension 10. Continue with “Music On Hold” below.

3 ].

Select button (option 3) is not available on all systems. Check the Programming and Use guide for the communications system.

4-21

Initial Programming

Disallowed Phone Numbers

If Outcalling is permitted, a Disallowed Phone Number List (#404) can be created to restrict calls.

Creating a Disallowed Phone Number List

Check communications system Planning Form D to see if a Disallowed Phone

Number List is needed for Outcalling. If so, continue with the procedures in this

section; otherwise, skip to “Allowed Phone Numbers.” To create a list of Disallowed Phone Numbers:

Press [ # ] [ 4 ] [ 0 ] [ 4 ].

1. At the List Number: prompt, enter the list number (1-4).

2. At the Entry: prompt, select a list entry (01-10).

3. At the

Data---------------

To save the number in memory, you must press [ At this point:

—

To change the number you just entered, press [

prompt, enter the first number.

Enter

Remove ] and repeat

Steps 4 and 5.

To delete the number you just entered, press [

—

To enter other numbers in this list, press [

—

Remove ].

Next Item ] and repeat Steps 4

and 5.

Assigning the Disallowed Phone Number List

The Disallowed Phone Number List that was created for Outcalling should be assigned to the extension(s) that are connected to the Outcalling port.

To assign a Disallowed Phone Number List to the extensions:

Press [ # ] [ 4 ] [ 0 ] [ 5 ].

Enter the number of the extension to be programmed.

Enter the list number (1-4). To assign the list, press [

To save the number in memory, you must press [ Enter ].

Next Data

] until the display reads

1 Assigned.

4-22

To program another extension, press [ repeat from Step 2.

Next Procedure

] [

Prev Procedure

] and

Initial Programming

Allowed Phone Numbers

If Outcalling is permitted, an Allowed Phone Number List (#407) can be created to identify numbers to which Outcalling is allowed.

Creating an Allowed Phone Number List

Check communications system Planning Form D to see if an Allowed Phone Number List is needed for Outcalling. If so, continue with the procedures in this section; otherwise, skip to the next section.

NOTE:

If the PARTNER MAIL VS extensions were restricted to Inside Only using Outgoing Call Restriction (#401), Outcalling will not work unless an Allowed Phone Number List is created and assigned. Outcalls can be made only to the numbers included in the list.

To create a list of Allowed Phone Numbers:

Press [ # ] [ 4 ] [ 0 ] [ 7 ].

1. At the

List Number:

prompt, enter the list number (1-4).

Entry:

At the

Data---------------

At the To save the number in memory, you must press [ At this point:

— To change the number you just entered, press [

prompt, select a list entry (01-10).

prompt, enter the first number.

Enter

Remove ] and repeat

Steps 4 and 5. To delete the number you just entered, press [

— —

To enter other numbers in this list, press [

Remove

Next Item

] and repeat Steps 4

and 5.

Assigning the Allowed Phone Number List

The Allowed Phone Number List that was created for Outcalling should be assigned to the extension(s) that are connected to the Outcalling port.

To assign the Allowed Phone Number List to the extensions:

Press [ # ] [ 4 ] [ 0 ] [ 8 ].

Enter the number of the extension to be programmed.

Enter the list number (1-4).

To assign the list, press [

Next Data

] until the display reads

1 Assigned.

To save the number in memory, you must press [

To program another extension, press [

Next Procedure

repeat from Step 2.

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

Enter

] [

Prev Procedure

] and

4-23

Initial Programming

Call Answer Service

Before you begin, locate Forms A and B2 of the System Planner for the communications system.

■

Refer to Form A, Page 1, Line Coverage. If either check marks or extension numbers appear in the VMS-Mail column, use “Line Coverage” on the next page to program personal lines for Call Answer Service.

■

If nothing is specified in the VMS-Mail column of Form A, refer to Form B2 to see if Automatic VMS Cover is assigned to any extensions. If it is, refer to “Automatic VMS Cover” and “VMS Cover Rings” later in this chapter.

■

If neither VMS-Mail for personal lines or Automatic VMS Cover is specified, skip to “Telephone Button Programming.”

Line Coverage

Refer to Form A, Page 1, Line Coverage, VMS-Mail:

■

If check marks appear for any lines in this column, use the procedure in “VMS Line Coverage” below.

■

If extension numbers are specified for any lines in this column, use the procedure in “Line Coverage Extension” below.

VMS Line Coverage

To assign VMS-Mail lines checked on Form A, Page 1, Line Coverage, to Hunt Group 7:

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

1. At the

Group:

At the Line: prompt, enter the first line checked in the VMS-Mail column.

Press [

4. To program another line, press [

Next Data

line number displays. Press [

Repeat Steps 5 and 6 for each VMS-Mail line checked on Form A. If extension numbers are specified for any lines in this column, use the

Next Data

following procedure in “Line Coverage Extension.” Otherwise, continue with the section, “Automatic VMS Cover.”

prompt, press [ 7 ].

] until the display reads

Next Item

] until the display reads

3 VMS Line Cover.

] or [

Prev Item

] until the appropriate

3 VMS Line Cover.

In some countries, the procedure code for Group Call Distribution is #205. Check the Programming and Use guide for the communications system.

4-24

Initial Programming

Line Coverage Extension

To assign line coverage for the extension numbers specified in the VMS-Mail column on Form A, Page 1, Line Coverage:

Press [ # ] [ 2 ] [ 0 ] [ 8 ]*. At the Line: prompt, enter the first line for which an extension is

specified in the VMS-Mail column of Form A, Page 1, Line Coverage.

At the Data: prompt, enter the number of the extension specified in the

VMS-Mail column.

To program another line, press [ line number displays.

At the Data: prompt, enter the number of the extension specified in the

5. VMS-Mail column.

Repeat Steps 4 and 5 for each VMS-Mail line for which an extension number is written on Form A.

Continue with the next section, “Automatic VMS Cover.”

Automatic VMS Cover

Check Form B2 to see if Automatic VMS Cover is assigned to any extensions. If it is, follow the procedure below. If not, skip to “VMS Cover Rings.”

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

Press [ # ] [ 3 ] [ 1 ] [ 0 ]. Enter the number of the first extension to which Automatic VMS Cover is

to be assigned. Press [

To program another extension, press [ extension number shows on the display.

Next Data

Next Item

] until the display reads

] or [

Prev Item

1 Assigned.

Next Item

] or [

Prev Item

] until the appropriate

] until the

Press [

Repeat Steps 4 and 5 for each extension to which Automatic VMS Cover

Next Data

] until the display reads

1 Assigned.

is to be assigned.

Continue with “VMS Cover Rings” below.

Extension Line Coverage (#208) is not available on all systems. Check the Programming and Use guide for the communications system.

4-25

Initial Programming

VMS Cover Rings

Check Form A, Page 2, to see if VMS Cover Rings (#117)* is different from the factory setting of 3. If it is, follow the procedure below beginning with Step 1. If not, skip to Step 3 of the procedure below.

To change the number of times calls ring before they are sent to the voice messaging system as indicated on Form A, Page 2, VMS Cover Rings:

Press [ # ] [ 1 ] [ 1 ] [ 7 ].

Enter the VMS Cover Rings setting specified on Form A.

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

Feature

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

Telephone Button Programming

Before you begin, locate Form C of the System Planner for the communications system. Be sure you have a version of the form for each subscriber’s phone.

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

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

VMS Cover

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

Press [

Feature

1. Enter the number of the extension to be programmed.

2. Press a programmable button with lights.

3. Press [

4. At this point, do one of the following:

5. —

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

] [ 0 ] [ 0 ] [

Feature

] [ 1 ] [ 5 ]†.

extension.

—

Press [

Central Tel Program

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

—

VMS Cover Rings (#117) is not available on all systems. Check the Programming and Use guide for the communications system.

†

In some countries, the feature code for Voice Mailbox Transfer is [

and Use guide for the communications system.

Feature

System Program

] and go to Step 2 of any button programming

] [ 0 ] [ 0 ] to exit.

] [

System Program

] [

Central Tel Program

1 ] [ 6 ]. Check the Programming

4-26

Initial Programming

Do Not Disturb

Used in conjunction with either automatic VMS cover or manual VMS cover, this button lets subscribers send callers immediately to his or her mailbox (instead of ringing the extension first).

To program a Do Not Disturb (DND) button as specified on Form C:

Press [

2. Enter the number of the extension to be programmed.

Press a programmable button with lights.

Press [

At this point, do one of the following: —

Feature

] [ 0 ] [ 0 ] [

] [ 0 ] [ 1 ].

System Program

] [

System Program

] [

Central Tel Program

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

extension.

Press [

—

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

Press [

—

Voice Mailbox Transfer

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

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

Press [

Feature

Enter the number of the extension to be programmed.

Press a programmable button.

Press [

Feature

At this point, do one of the following: —

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

—

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

Press [

—

Central Tel Program

Feature

] [ 0 ] [ 0 ] to exit.

] [ 0 ] [ 0 ] [

System Program

] [ 1 ] [ 4 ]*.

Central Tel Program

Feature

] [ 0 ] [ 0 ] to exit.

] and go to Step 2 of any button programming

] [

System Program

] [

Central Tel Program

] and go to Step 2 of any button programming

In some countries, the feature code for Voice Mailbox Transfer is [

and Use guide for the communications system.

1 ] [ 5 ]. Check the Programming

4-27

Initial Programming

Voice Mail Messages

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

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

Press [

1. Dial the number of the extension to be programmed.

Press a programmable button.

Press left [

At this point, do one of the following:

Press [

—

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

—

Feature

] [ 0 ] [ 0 ] [

Intercom

] [ 7 ] [ 7 ] [ 7 ].

Central Tel Program

Feature

] [ 0 ] [ 0 ] to exit.

System Program

] [

System Program

] [

Central Tel Program

] and go to Step 2 of any button programming

4-28

Initial Programming

Verifying System Operation

After you finish programming the voice messaging system and the communications system, you should perform the tests described in this section to verify system operation.

If your system allows programming from extension 11*, you should perform

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

Voice Mail Service

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

Welcome to PARTNER MAIL VS. Please enter extension and #. Otherwise, to access PARTNER Tutor, press * 4.

Automated Attendant Service

■

If the VMS Hunt Schedule is set for Day Only or Always, follow the procedure for Day Menu.

■

If the VMS Hunt Schedule is set for Night Only, follow the procedure for Night Menu.

Day Menu

Make sure the Night Service button at extension 10 is off.

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

If the system is set for:

Immediate, Automated Attendant Service should answer the call on

—

the second ring.

— Delayed, Automated Attendant Service should answer the call after

the fourth ring.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the

Listen for the Day Menu Prompt. After the prompt, choose an option from the day menu.

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

6. or the correct Announcement is played.

Repeat Steps 2 through 6 for each option on the day menu. If the system is set for Bilingual Mode, press [ ★ ] [ 1 ] to check the Day

8. Menu Prompt in the Secondary Language. You should also hear any recorded Announcement.

Some systems allow programming from extension 11. Check the Programming and Use guide for the communications system.

4-29

Initial Programming

10.

Night Menu

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

If the VMS Hunt Schedule is set for Always, continue with “Night Menu”

below.

Make sure the Night Service button at extension 10 is on. Call in on a line answered by the Automated Attendant Service. If the system is set for:

—

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

—

Delayed, Automated Attendant Service should answer the call after

the fourth ring. Listen for the Night Menu Prompt. If you already tested the Day Menu, go to Step 8. Otherwise, after the

prompt, choose an option from the night menu.

Make sure your call is transferred to the appropriate extension or group, or the correct announcement is played.

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

If the system is set for Bilingual Mode, press [ ★ ] [ 1 ] to check the Night Menu Prompt in the Secondary Language. You should also hear any recorded Announcement.

4-30

Initial Programming

Call Answer Service VMS Extension Coverage

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

For extensions that do not have Automatic VMS Cover, turn on coverage by pressing the VMS Cover button at those extensions.

Call the first extension that has VMS coverage (either automatic or manual). If Do Not Disturb is on at the extension, Call Answer Service

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

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

VMS Line Coverage

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

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

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

Line Coverage Extension

Make sure VMS Cover is on at the owner’s extension.

Call in and make sure the call goes to VMS Cover by the number of rings specified by VMS Cover Rings (#117)*.

Verify that you hear the factory-set mailbox greeting for the line owner.

Repeat this procedure for every Line Coverage extension.

VMS Cover Rings (#117) is not available on all systems. Check the Programming and Use guide for the communications system.

4-31

System Management

Contents

General Information

■

Changing Your Password

■

Training Co-Workers

Language Outcalling Using the Tutor Feature Receptionist’s Responsibilities

Group Calling Tips

Language

■

Modifying the Language Mode

■

Monolingual Mode

Playing the System Language Modifying the System Language

■

Bilingual Mode

Playing the Primary Language Modifying the Primary Language Playing the Secondary Language Modifying the Secondary Language

Automated Attendant Service

■

Menu Definition, Prompt, and Announcements

Other Options

■

Monolingual Mode

Playing the Menu Definition and Announcements Playing the Day or Night Menu Prompt Modifying the Menu Definition, Day Menu Prompt, and

Announcements

Modifying the Night Menu Prompt

5-2 5-2

5-3 5-3 5-3 5-5 5-6 5-7

5-8 5-9

5-10 5-10 5-11 5-13 5-13 5-14 5-15 5-16

5-18 5-20

5-22 5-22 5-22 5-23

5-24 5-26

5-i

Contents

■

Modifying Mailboxes

■

Line Coverage

■

Telephone Button Programming

■

Bilingual Mode

Playing the Menu Definition and Announcements Playing the Day and Night Menu Prompts in the Primary

and Secondary Languages

Modifying the Menu Definition, Day Menu Prompts, and

Announcements

Modifying the Night Menu Prompts Group Call Distribution VMS Hunt Delay Automatic Extension Privacy VMS Hunt Schedule

Hardware Considerations Guest Mailboxes Checking a Mailbox’s Status Deleting a Mailbox Creating a Mailbox Reinitializing a Password Reinitializing a Mailbox Playing a Mailbox’s Language Modifying a Mailbox’s Language Administering Outcalling for a Mailbox Automatic VMS Cover VMS Cover Rings

VMS Line Coverage

Scanning Line Ownership

Assigning Line Ownership

Modifying Line Ownership

Deleting Line Ownership

Group Call Distribution Extension Line Coverage

VMS Cover Do Not Disturb Voice Mailbox Transfer Voice Mail Messages

5-27 5-27

5-28

5-30 5-32 5-34 5-34 5-35 5-35

5-36 5-39

5-40 5-42 5-42 5-44 5-45 5-46 5-47 5-48 5-49 5-51 5-51

5-52 5-53

5-54 5-55 5-56 5-57 5-58 5-59

5-60 5-60

5-61 5-61 5-62

5-ii

System Management

This chapter provides the programming procedures you can use to make changes to the voice messaging system to reflect changes in your company. Most changes you make will occur because of personnel changes. The following list identifies areas of system programming that you are likely to change as you manage the system on an on-going basis:

■

Language. Allows you to change the Language Mode (Monolingual or Bilingual) and the language(s) supported by that mode.

■

Automated Attendant Service. Allows you to change the prompt that outside callers hear when the Automated Attendant answers calls and to

redefine menu options for transferring outside callers to specific destinations and for changing announcements that callers can choose to hear. Also allows you to specify new lines for Automated Attendant Service coverage, if you add new lines to your system.

■

Mailbox Assignments. Allows you to delete and create mailboxes, reset mailboxes and subscriber’s passwords to factory settings, assign/ cancel Outcalling privileges for a subscriber’s mailbox, and change the language a subscriber hears when using Voice Mail Service.

■

Line Coverage. Allows you to modify line coverage using either VMS Line Coverage or Extension Line Coverage.

■

Telephone Button Programming. Allows you to program buttons on subscriber’s system phones for convenient use of voice messaging system features.

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

5-1

System Management

General Information

This section tells you how to change the System Manager’s password, which is required for changing voice messaging system settings. It also provides information that you should share with all system users and other information that is specifically for the receptionist at extension 10.

Changing Your Password

The factory setting for Iogin 99’s (the System Manager’s) Password is 1234. To prevent unauthorized programming of the system, you should change the

default password immediately after installation or any time the password has been reset. You can assign up to four digits for a Password. It is recommended that you create a Password from random, non-sequential digits.

If you change the Password and forget it, you must contact the BCS Technical Service Center at 1 800 628-2888 or call your Lucent Technologies’ Representative or local Authorized Dealer for instructions on how to reset the Password.

To change the Password for login 99:

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

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

3. Press [ 5 ] to change the password.

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

The prompt asks you to enter your new password.

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

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

Enter your new password again followed by [

The new password is now active.

Hang up to quit.

# ].

5-2

System Management

Training Co-Workers Language

You should let system users know about the following language options:

■

You can change the language of voice prompts that a subscriber hears when recording a personal greeting, retrieving messages, and other Voice Mail services. This language can be different from the System Language set for Monolingual Mode or the Primary and Secondary Languages set for Bilingual Mode.

■

If the system is set for Bilingual Mode, subscribers can record two personal greetings: one in the Primary Language and a second in the Secondary Language. They should include a sentence early in the greetings that lets callers know that they can switch to the other language by pressing [ ★ ] [ 1 ] while the greeting is playing.

Outcalling

You should let system users know that they can turn this feature on or off, retrieve their messages from a touch-tone phone, as well as enter and change their Outcalling number and schedule. Instructions for performing these tasks are provided in Using the PARTNER MAIL VS

Voice Messaging System.

In addition, you should provide users with the following information about the Outcalling feature:

■

Although you are responsible for assigning Outcalling privileges to a subscriber’s mailbox, the subscriber must turn on Outcalling and specify an Outcalling number. Otherwise, the system does not notify subscribers when new messages have arrived in their mailboxes.

■

If the subscriber is logged into the system, the system does not place an outcall.

■

If the subscriber disconnects from the system without listening to a new message, the outcall is placed according to schedule.

■

The Outcalling number may contain up to 60 digits, including the * and # symbols. (The * represents a 1.5-second pause.)

■

The “9” dialed to get an outside line must be included in the Outcalling number. And a pause (*) should be included after the “9.”

■

Subscribers may also specify a schedule (that is, a start time and end time) for Outcalling. For example, they may direct the system to outcall only during the hours of 7:30 p.m. to 8:00 a.m. Otherwise, the default schedule is 24 hours.

■

The start and end times entered by a user are based on a 24-hour clock; however, the voice playback of these times is based on the system language selection of 12 or 24-hour format. In the example above, the subscriber would enter the start time of 7:30 p.m. as 1930# and 8:00 a.m. as 0800#.

5-3

System Management

■

If a message arrives at a subscriber’s mailbox after the specified Outcalling time interval, Outcalling notification for that message is not initiated at the next Outcalling time interval.

■

The system attempts to outcall three times within a minimum time interval of 15 minutes between attempts. However, during heavy message traffic periods the time interval may be longer.

■

For a pager/beeper number: —

—

Subscribers can program a callback number as part of the Outcalling number.

Subscribers are advised to enter several pauses (where each pause is represented by a * sign) after the Outcalling number (before entering their PIN and/or callback number) to allow the paging system sufficient time to answer. Subscribers should experiment to determine the correct number of pauses needed after the pager service number. It is important to ensure that enough time is allowed for the call to be dialed and answered before additional information (such as the PIN or callback number) is dialed.

It is strongly recommended that subscribers verify that the system can function properly with the Outcalling number as it is entered. Subscribers should leave a message in their own mailbox during a scheduled Outcalling period to ensure that the system places the call to their beeper.

■

For a telephone number: —

After the system has sent all the digits of the Outcalling number, the system plays a message that announces the subscriber’s mailbox number and notification that a new message has arrived. It also instructs the subscriber how to access the new message and how to cancel the Outcalling notification. This message is repeated five times unless it is interrupted by the subscriber.

—

The subscriber may make up to three attempts to log in during the outcall before the system disconnects.

—

A subscriber can cancel Outcalling for a new message without logging in or listening to the new message by pressing [ ★ ] [ # ] when listening to the Outcalling notification message.

5-4

System Management

Using the Tutor Feature

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

To access the Tutor menu, users simply call the voice messaging system by dialing [ extension prompt. Voice prompts request the user to enter topic and subtopic numbers. The available topics are:

Intercom

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

Please enter

1 Autodial Features

1 Last Number Redial 2 Save Number Redial

3 Personal Speed Dial 4 Intercom Auto Dial

5 Outside Auto Dial

2 Internal Calls

1 Hands Free Answer on Intercom 2 Voice Interrupt On Busy

3 Fixed Features

Transfer

Conference

4 About Your Phone

1 Buttons and Lights

2 Display 3 Speakerphone

Volume

Ring Patterns

3 Group Paging

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

■ One beep means that there is more information about the subtopic. The

user can press [ ★ ] [ 4 ] to replay the previous segment or [ # ] to play the next segment.

■

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

NOTE:

Tutor’s prompts play in either the System Language selected for Monolingual Mode or the Primary Language selected for Bilingual Mode. This cannot be changed.

5-5

System Management

Receptionist’s Responsibilities

After the voice messaging system is installed, the receptionist at extension 10 should be aware of certain interactions between the voice messaging system and the receptionist’s extension. Use the following list as a guide when you explain these interactions to the receptionist:

■

The receptionist’s extension is factory set as extension 10 and cannot be changed. The mailbox for this extension can handle up to 60 minutes of stored messages (or 120 messages).

■

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

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

■

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

■

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

0 ] or stays on

Additionally, the receptionist can record a note on the personal greeting at extension 10 to notify callers of the guest mailbox. For example, the personal greeting for extension 10 can also say “If you would like to leave a personal message for Ms. Smith, dial [ ★ ] [ 8 ] [ 3 ] [ 3 ].” In this example, 33 represents the 2-digit extension number of the guest mailbox. Remind the receptionist to log in to the guest mailbox regularly to check for messages, since the guest mailbox does not have an associated phone with a message waiting light.

■

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

away are immediately covered by the voice messaging system. If the

receptionist has Automatic VMS Cover, program only the Do Not Disturb

button at the extension.

■

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

5-6

System Management

Group Calling Tips

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

■

If the Automated Attendant Service transfers a call to a Hunt Group or Calling Group*, and all members in the group are busy (members are either on the phone or have Do Not Disturb on), the call is transferred to the receptionist’s extension. When callers transfer to a busy group, they hear Music On Hold, tones, ringing, or silence (depending on how the communications system is set up) until the receptionist answers.

■

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

■

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

Calling Groups are not available on all systems. Check the Programming and Use guide for the communications system.

5-7

System Management

Language

You can choose the Language Mode, either Monolingual or Bilingual, and the Language(s) used by that mode (see Figure 5-1). Monolingual Mode supports a single System Language that callers hear when they call in to the voice messaging system. Bilingual Mode supports two languages, a Primary Language and a Secondary Language. Callers who call in to a voice messaging system set for Bilingual Mode, hear the Automated Attendant Service menu prompt, announcements, and mailbox greetings in the Primary Language, but have the option of switching to the Secondary Language by pressing [

Programming

Main Menu

9 )

(Press

Language (Press [ 1 ])

★ ] [ 1 ].

Language

Mode

(Press [ 1 ])

Monolingual

Mode

(Press [ 1 ])

Bilingual

Mode

(Press [ 2 ])

Play System

Figure 5-1. Language Menu

Language (Press [ 2 ])

System

Language

(Press [ 2 ])

Modify System

Language

(Press [ 6 ])

Bilingual

Mode?

Yes

Play Primary

Language

(Press[ 1 ][ 2 ])

Play Secondary

Language

(Press[ 2 ][ 2 ])

Modify Primary

Language

(Press[ 1 ][ 6 ])

Modify

Secondary

Language

(Press[ 2 ][ 6 ])

5-8

System Management

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

■

If you want to change the Language Mode from Monolingual to Bilingual or Bilingual to Monolingual, use “Modifying the Language Mode.”

■

If you want to change the current System Language used in Monolingual Mode, use “Modifying the System Language.”

■

If you want to change the current Primary and/or Secondary Language used in Bilingual Mode, use “Modifying the Primary Language” and/or “Modifying the Secondary Language.”

Modifying the Language Mode

Update Form 1 for the voice messaging system to show the change in Language Mode.

When you change the Language Mode, the system continues to use any recorded messages associated with the selected language. For example, if you change from Monolingual to Bilingual Mode and the System Language in Monolingual Mode was Latin American Spanish callers will hear Latin American Spanish as the Primary Language. Also, when you change the mode, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant, and re-record them if necessary.

To change the Language Mode:

Access the Programming Main Menu:

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter the Password and press [ # ].

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

The system plays the system programming options.

Press [ 1 ] for Language. The system plays:

To program Language Language, press 2.

Press [ 1 ] for Language Mode. The system plays the current Language Mode then:

For Monolingual Mode, press 1. press 2.

If finished, press * #.

Mode, press 1.

To program System

If finished, press * #.

For Bilingual Mode,

5-9

System Management

Either: —

Press [ 1 ] for Monolingual Mode. The system plays:

System is in Monolingual Mode. Mode, press 1. If finished, press * #.

—

Press [ 2 ] for Bilingual Mode. The system plays:

System is in Bilingual Mode. Mode, press 1. If finished, press * #.

At this point, do one of the following: —

To change the System Language if the system is set for Monolingual Mode, go to Step 3 of “Modifying the System Language.”

—

To change the Primary Language if the system is set for Bilingual Mode, go to Step 3 of “Modifying the Primary Language.”

—

Press [ ★ ] [ 7 ] to return to the Programming Main Menu or hang up to quit.

Monolingual Mode Playing the System Language

To listen to the current System Language:

To program Language

To program System Language, press 2.

To program Language

To program System Language, press 2.

5-10

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter the Password and press [

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the progrmmed VMMsgs button.

# ].

The system plays the system programming options.

Press [ 1 ] for Language. The system plays:

To program Language Mode, press 1. To program System Language, press 2. If finished, press * #.

Press [ 2 ] for System Language. The system plays:

To play System Language, press 2. To modify System Language, press 6. If finished press * #.

System Management

Press [ 2 ].

4. The system plays:

System language is LANGUAGE (where LANGUAGE is the current language). To modify System Language, press 6. press * #.

At this point, do one of the following: —

To change the System Language, go to Step 4 of “Modifying the System Language.”

—

Press [

★

] [ 7 ] to return to the Programming Main Menu or hang up to

quit.

Modifying the System Language

Update Form 1 for the voice messaging system to show the change in the System Language selected for Monolingual Mode.

When you change the System Language, the system uses any recorded messages already associated with the new System Language. After changing the System Language, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant, and re-record them if necessary.

To play System Language, press 2.

If finished,

NOTE:

When you change the System Language, the Mailbox Language for any mailboxes that were left at the factory setting also change to reflect the new System Language. Any mailboxes that were assigned a different language do not change.

To change the System Language:

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

c. Enter the Password and press [ # ]. d.

Press [ 9 ].

The system plays the system programming options.

Press [ 1 ] for Language. The system plays:

To program Language Mode, press 1. Language, press 2.

Press [ 2 ] for System Language.

If finished, press * #.

To program System

The system plays:

To play System Language, press 2. Language, press 6.

If finished press * #.

To modify System

5-11

System Management

Press [ 6 ].

4. The system plays the current System Language, then prompts you to

enter the number corresponding to the desired language. Press the number for the language you want to use.

5. The system plays:

For LANGUAGE (where LANGUAGE is the current language), press 9 to confirm or 6 to cancel.

Either: —

—

Press [ ★ ] [ 7 ] to return to the Programming Main Menu or hang up to quit.

Press [ 6 ] to cancel your selection. The system plays:

System Language has not been changed.

Press [ 9 ] to confirm your selection. The system plays:

System Language has been changed.

5-12

System Management

Bilingual Mode Playing the Primary Language

To listen to the current Primary Language:

Access the Programming Main Menu:

Press [

a. b.

Press [ 9 ] [ 9 ] [ # ]. Enter the Password and press [

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

# ].

The system plays the system programming options.

Press [ 1 ] for Language.

2. The system plays:

To program Language Mode, press 1. To program System Language, press 2. If finished, press * #.

Press [ 2 ] for System Language.

The system plays:

To program Primary Language, press 1. Secondary Language, press 2.

Press [ 1 ] for Primary Language.

If finished press * #.

To program

The system plays:

To play Primary Language, press Language, press 6.

Press [ 2 ] to play the Primary Language.

If finished

To modify Primary

press * #.

The system plays:

Primary Language is LANGUAGE (where LANGUAGE is the current language). To modify Primary Language, press 6.

To play Primary Language, press 2.

If finished,

press * #.

At this point, do one of the following:

—

To change the Primary Language, go to Step 5 of “Modifying the Primary Language.”

—

Press [ ★ ] [ 7 ] to return to the Programming Main Menu or hang up to quit.

5-13

System Management

Modifying the Primary Language

Update Form 1 for the voice messaging system to show the change in the Primary Language selected for Bilingual Mode.

When you change the Primary Language, the system uses any recorded messages already associated with the new Primary Language. After changing the Primary Language, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant; re-record them if necessary.

NOTE:

When you change the Primary Language, the Mailbox Language for any mailboxes that were left at the factory setting also change to reflect the new Primary Language. Any mailboxes that were assigned a different language do not change.

To change the Primary Language:

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

c.d.Enter the Password and press [ # ].

Press [ 9 ].

The system plays the system programming options.

Press [ 1 ] for Language. The system plays:

To program Language Mode, press 1. Language, press 2.

Press [ 2 ] for System Language.

If finished, press * #.

To program System

The system plays:

To program Primary Language, press 1. Secondary Language, press 2.

Press [ 1 ] for Primary Language.

If finished, press * #.

To program

The system plays:

To play Primary Language, press 2. Language, press 6.

Press [ 6 ].

If finished, press * #.

To modify Primary

The system plays the current Primary Language, then prompts you to enter the number corresponding to the desired language.

5-14

System Management

Press the number for the language you want to use. The system plays:

For LANGUAGE (where LANGUAGE is the current language), press 9 to confirm or 6 to cancel.

Either:

7. —

Press [ 6 ] to cancel your selection.

The system plays:

Primary Language has not been changed.

—

Press [ 9 ] to confirm your selection. The system plays:

Primary Language has been changed.

Press [ ★ ] [ 7 ] to return to the Programming Main Menu or hang up to quit.

Playing the Secondary Language

To listen to the current Secondary Language:

Access the Programming Main Menu: a. Press [ b.

Press [ 9 ] [ 9 ] [ # ].

Enter the Password and press [

Press [

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

# ].

The system plays the system programming options.

Press [ 1 ] for Language. The system plays:

To program Language Mode, press 1. Language, press 2.

Press [ 2 ] for System Language.

If finished, press * #.

The system plays:

To program Primary Language, press 1. Secondary Language, press 2.

Press [ 2 ] for Secondary Language.

If finished, press * #.

The system plays:

To play Secondary Language, press 2. Secondary Language, press 6.

If finished, press * #.

To program System

To program

To modify

5-15

System Management

Press [ 2 ].

5. The system plays:

Secondary language is LANGUAGE (where LANGUAGE is the current language). To play Secondary Language, press 2. To modify Secondary Language, press 6. If finished, press * #.

At this point, do one of the following:

——To change the Secondary Language, go to Step 5 of “Modifying the

Secondary Language.” Press [ ★ ] [ 7 ] to return to the Programming Main Menu or hang up to

quit.

Modifying the Secondary Language

Update Form 1 for the voice messaging system to show the change in the Secondary Language selected for Bilingual Mode.

When you change the Secondary Language, the system uses any recorded messages already associated with the new Secondary Language. After changing the Secondary Language, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant; re-record them if necessary.

To change the Secondary Language:

Access the Programming Main Menu: a.

Press [

Press [ 9 ] [ 9 ] [ # ].

Enter the Password and press [ # ].

c. d.

Press [ 9 ].

Intercom

] [ 7 ] [ 7 ] [ 7 ] or the programmed VMMsgs button.

The system plays the system programming options.

Press [ 1 ] for Language. The system plays:

To program Language Mode, press 1. Language, press 2.

Press [ 2 ] for System Language.

If finished, press * #.

The system plays:

To program Primary Language, press 1. Secondary Language, press 2.

Press [ 2 ] for Secondary Language. The system plays:

To play Secondary Language, press 2. Secondary Language, press 6.

To program System

To program

If finished, press * #.

To modify

If finished, press * #.

5-16

System Management

Press [ 6 ]. The system plays the current Secondary Language, then prompts you to

enter the number corresponding to the desired language. Press the number for the language you want to use.

6. The system plays:

For LANGUAGE (where LANGUAGE is the current language), press 9 to confirm or 6 to cancel.

Either: —

Press [ 6 ] to cancel your selection. The system plays:

Secondary Language has not been changed.

—

Press [

9 ] to confirm your selection.

The system plays:

Secondary Language has been changed.

Press [ ★ ] [ 7 ] to return to the Programming Main Menu or hang up to quit.

5-17

System Management

Automated Attendant Service

Automated Attendant Service (see Figure 5-2) can provide both day and night operation so callers can hear an appropriate prompt in either the System or

Primary Language when they call your company. The voice messaging system switches to day or night operation depending on the setting of the Night Service button at extension 10—the receptionist’s extension. You can customize the day

and/or night menu to welcome the caller and offer the caller a list of options for

transferring to a system extension or group, or for hearing an Announcement that you record. These Announcements can tell callers about your business hours and location, emergency cover information, and seasonal or special offers.

You can record up to two Announcements (of up to four minutes each). If the system is set for Bilingual Mode, you can record up to two Announcements in each language. Be sure to record the Day and Night Menu Prompts in both the Primary and Secondary Languages as well. Then callers can press [ ★ ] [ 1 ] to switch between the languages.

5-18

System Management

Programming

Main Menu

(Press

9 )

Automated

Attendant

3 )

(Press

Yes

Play Primary

Day Prompt

(Press [ 2 ][ 1 ][ 1 ])

Day Menu

(Press [ 1 ])

Bilingual

Mode?

Play Day

Prompt Definition and/or

(Press [ 2 ][ 1 ])

Play Menu

Definition and

Announcement

(Press[ 2 ][ 2 ][ 1 ])

Modify Menu

Definition

and/or Primary

Day Prompt

(Press [ 6 ])

Modify Menu

Day Prompt

(Press [ 6 ])

Night Menu

(Press [ 2 ])

Yes

Play Primary Modify Primary Night Prompt

(Press[ 2 ][ 1 ][ 1 ])

Play Secondary

Night Prompt

(Press[ 2 ][ 1 ][ 2 ])

Bilingual

Mode?

Play Night

Prompt

(Press [ 2 ][ 1 ])

Night Prompt

(Press[ 6 ][ 1 ])

Modify Secondary

Night Prompt

(Press[ 6 ][ 2 ])

Modify Night

Prompt

(Press [ 6 ])

Play Secondary

Day Prompt

(Press [ 2 ][ 1 ][ 2 ])

Play Primary

Announcement

(Press [ 1 ]) (Press [ 2 ])

Play Menu

Definition and

Announcement

(Press[ 2 ][ 2 ])

Play Secondary

Announcement

Figure 5-2 Automated Attendant Service Menu

5-19

System Management

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

■

If you want to change the transfer options available for outside callers, use “Modifying the Menu Definition, Day Menu Prompt, and Announcements” and “Modifying the Night Menu Prompt” for either Monolingual Mode or Bilingual Mode to update the options, prompts, and/or Announcements callers hear.

■

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

■

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

Menu Definition, Prompt, and Announcements

When the Automated Attendant Service answers a call, the caller hears a menu prompt that requests the caller to press one or more buttons on the dialpad to transfer to a specific extension or group of extensions, or to hear an Announcement. After the caller presses the button(s), the system transfers the call to the appropriate extension or group, and the caller hears Music On Hold, tones, ringing, or silence, or an Announcement (depending on how the communications system is set up). Menu Definition lets you specify the extensions or groups to which outside callers are transferred or the Announcements that callers hear.

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

■

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

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

■

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

5-20

Lucent Technologies 107970212 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Important Safety Instructions

About This Guide

Purpose

Terminology

Key Sequences

How to Use This Guide

Product Safety Statements

How to Comment on This Guide

Reference Materials

Overview

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

Do Not Disturb

Line Coverage

Voice Mailbox Transfer

Voice Mail Service

Mailboxes

Guest Mailboxes

Security

System Security Guidelines

Security Policy and User Education

Installation

Before You Start

Installing the PARTNER MAIL VS Module

Understanding Programming

Communications System Programming

Planning Forms

Using System Programming

The Programming Overlays

Programming Mode

Voice Messaging System Programming

Planning Forms

Using System Programming

The Programming Main Menu

Accessing the Programming Main Menu

Programming Guidelines

Initial Programming

Overview

Voice Mail System Configurations

Upgrading Your Voice Mail System

Initial Communications System Setup

VMS Hunt Group Extensions

Transfer Return Extensions

Outgoing Call Restriction

Voice Messaging System Programming

Language

Monolingual Mode

Bilingual Mode

Automated Attendant Service

Monolingual Mode

Menu Definition, Day Menu Prompt, and Announcements

Night Menu Prompt

Bilingual Mode

Menu Definition, Day Menu Prompts, and Announcements

Night Menu Prompt

Voice Mail Service

Deleting a Mailbox

Creating a Mailbox

Modifying a Mailbox’s Language

Assigning Outcalling Privileges

Line Ownership

Assigning Line Ownership

Communications System Programming

Automated Attendant Service