Lucent Technologies 518-456-10 User Manual
PARTNER Voice Messaging
PC Card
Installation, Programming and Use
518-456-100
Issue 2
November 1997
Copyright 1998, Lucent Technologies 518-456-100
All Rights Reserved Issue 2
Printed in USA April 1998
Notice
Every effort was made to ensure that the information in this book was complete and accurate at
the time of printing. How e ver, information is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your tele co mmu ni cations 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 telecomm uni c at io ns servi c es.
You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unaut hori zed 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 fea tu res that can introduce
risk of toll fraud and the steps that can be taken to re duc e tha t risk . Luc en t Technologies does
not warrant that this product is immune from or will pr event unauthorized us e of c o m mon-carrier telecommunication servi ce s or fa ci li ti es a cc esse d th rough or connected to it. Lucent Technologies will not be responsible for any cha rges that result from suc h una ut horized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being vi ctimized by toll fraud and you need technical support or
assistance, call the National Cust om er Care Center at 1 800 643-2353.
Trademarks
PARTNER, MLS-34D, MLS-18D, MLS-12D, MLS-12, and MLS-6 are registered trademarks
of Lucent Technologies in the US and other countries.
Ordering Information
Call: Lucent Technologies Publications Center
Voice 1 800 457-1235 International Voice 317-322-6791
Fax 1 800 457-1764 International Fax 317-322-6791
Write: Lucent Technologies Publications Center
Order: Document No. 518-456-100
Support Telephone Number
In the continental US, Luc ent Technologies provides a toll-free custome r hel pline 24 hours a
day. Call the Lucent Technologies Helpline at 1 800 628-2888 or y our L ucent Technologies
authorized dealer if you need assistance when installing programming, or using your system.
Outside the contine ntal US, contact your local L u c ent Technologies representative.
2855 N. Franklin
Indianapolis, IN 46219
Comcode 108257973
Issue 2, April 1998
1
Table of Contents
Purpose of This Guide................................................................................... 2
Terminology ..............................................................................................2
Key Sequences.........................................................................................2
Voice Messaging Service Overview..............................................................3
Communications System Features Affecting Call Answer Service...............5
VMS Coverage..........................................................................................5
Do Not Disturb (F01).................................................................................6
Group Call Distribution (#206)..................................................................6
Line Coverage Extension (#208) ..............................................................6
Voice Mailbox Transfer (F14)....................................................................6
Voice Mail Service.........................................................................................7
Security.......................................................................................................10
System Security Guidelines....................................................................10
Installation Instructions................................................................................12
Important Safety Instructions..................................................................12
PARTNER Voice Messaging Programming.................................................15
Initial S ett ings.......................................................................... ..... ...... .....15
PARTNER Voice Messaging Planning Forms.........................................17
Using PARTNER Voice Messaging System Programming.....................18
Assigning a Mailbox to an Extension......................................................21
Recording the General Mailbox Greeting...............................................22
Changing the System Manager’s Pas sword...................................... .....23
Reinitializing a Mailbox ...........................................................................24
Reinitializing a Password........................................................................24
PARTNER ACS Programming .....................................................................26
PARTNER ACS Planning Forms..............................................................26
Using PARTNER ACS System Programming..........................................27
VMS Hunt Group Extensions (#505).......................................................29
Transfer Return Extensions (#306).........................................................30
Line Coverage ........................................................................................31
Automatic VMS Cover (#310) .................................................................32
VMS Cover Rings (#117) ........................................................................33
Tele phone Button P ro gramming............................................. ................33
Verifying SystemOperation.......................................................................... 36
Voice Mail Service ..................................................................................36
Call Answer Service................................................................................36
Using PARTNER Voice Messaging .............................................................38
Helpful Hints ...........................................................................................38
Logging into the System.........................................................................39
Listening to Messages...................................................... ...... ..... ...... .....39
Transferring to an Extension...................................................................40
Using Dial Code/Button Features...........................................................40
Changing Your Password.......................................................................41
Recording Your Personal Greeting.........................................................42
Help ........................................................................................................43
PARTNER Voice Messaging Planning Forms ............................................45
1
Purpose of this Guide
This guide provides instructions for installing, programming, and using the
PARTNER
®
Voice Messaging PC Card with the PARTNER Advanced
Communications System (ACS) Release 1.1 or later. This guide is intended
for:
■ The technician who installs the hardware and programs the initial system
settings.
■ The System Manager—the person who is responsible for managing the
system on an ongoing basis.
■ The subscriber, a user who has been assigned one of the four mailboxes
on PARTNER Voice Messaging.
Terminology
This guide uses the following terms:
■
Communications system (CS):
in most countries, Relea se 1.1 or later of the
PARTNER Advanced Communications System.
■
System phones:
the telephones specifically designed to work with the
communications system, including the PARTNER-34D, PARTNER-18D,
®
PARTNER-18, PARTNER-6, MLS-34D
®
MLS-6
, MLC-6, MDC 9000, MDW 9000, MDW 9010, and MDW 9030P.
, MLS-18D®, MLS-12D®, MLS-12®,
Key Sequences
This guide instructs you to press key sequences on the telephone’s dialpad to
perform tasks. Each sequence includ es a letter associated with a task. Since
some dialpads do not have letters, the sequences are also referred to with a
number. The numerical sequences and their associated letter sequences are
listed be low for your reference:
Delete *E *3
Restart *Q *7
Exit **9
2
Voice Messaging Service Overview
The PARTNER Voice Messaging PC Card is designed to work with the
communications system. The system configuration consists of two voice
channels (ports) and four mailboxes, providing the following basic voice
messaging capabilities:
■ Handles up to two calls simultaneously and provides service for four
subscribers.
■ Answers outside calls and plays a customized message prompting the
caller to select a mailb o x (1–4) for the party for whom the caller wants to
leave a message—all without the aid of a receptionist.
■ Allows callers to leave a private message if the called party does not
answer or is busy on another call. The caller can also transfer to another
system extension or the receptionist's extension for assistance.
■ When a message is left in one of the four mailboxes, the message light on
the system phone associated with the mailbox comes on.
■ Allows subscribers to retrieve m essages from any t ouch-tone phone on the
premises or from a remote location. The system informs subscribers how
many of these messages are new and how many are old (previously saved)
messages.
The voice messaging system provides two types of service:
■
Call Answer Service.
another extension if the called party is busy or does not answer.
■
Voice Mail Service.
manage their own mailboxes.
Allows the caller to leave a message or to transfer to
Allows subscribers to listen to messages and to
3
Figure 1 provides an overview of the features associated with each service.
PARTNER Voice Messaging PC Card
Call Answer Service
Prompts caller to leave a message
or transfer to another extension
when the party is busy.
Voice Mailbox
Transfer
System users press a
button to transfer callers
directly to a voice mailbox
without ringing the
extension first.
Automatic
VMS Coverage
Subscribers have voice
mail coverage on all the
time at their extension.
VMS Extension
Coverage
Caller hears the called
party’s personal greeting
and can leave a message.
Manual
VMS Coverage
Subscribers can turn
voice mail coverage on
and off at their extension.
Voice Mail Service
Allows subscribers to:
■ Listen to messages
■ Delete messages
■ Record personal greeting(s)
■ Change their password
■ Replay Messages
■ Skip Messages
Do Not Disturb
Subscribers can use Do Not
Disturb in conjunction with
automatic or manual VMS
coverage. Doing so enables
callers to receive Call
Answer service
Immediately
ring the extension first.
—calls do not
Figure 1. PARTNER Voice Messaging Services
4
Communications System Features
Affecting Call Answer Service
Call Answer Service works with the following communications system
features:
■ VMS Coverage
■ Do Not Disturb
■ Group Call Distribution
■ Line Coverage Extension
■ Voice Mailbox Transfer
Each of these features is explained briefly below. For more information about
these communications system features, see the
Pr o gramming and Use
for your communications system.
VMS Coverage
VMS Coverage can be either automatic or manual.
■
Automatic VMS Cover (#310):
Automatic VMS Cover feature is assigned for an extension, intercom and
transferred callers are transferred to the voice messaging system when the
called person does not answer by the fourth ring (or by the number of rings
specified within the communications system VMS Cover Rings (#117)
feature). The voice messaging system greets the caller with the
subscriber’s personal greeting. The caller can leave a message for the
subscriber, transfer to another user by dialing an extension, or transfer to
the recepti onist by dialing 0.
■
Manual VMS Cover (F15):
setting, the communications system enables 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.
When the communications system
Regardless of the Automatic VMS Cover
guide
5
Do Not Disturb (F01)
A Do Not Disturb button c an be programmed on a user’s phone to prevent
calls for that extension from audibly alerting (lights still flash). Subscribers who
have VMS Extension Coverage—either automatic or manual—can use this
communications system feature when they want calls sent to the voice
messaging system immediately.
Group Call Distribution (#206)
Group Call Distribution assigns outside lines to Hunt Groups. If you want an
outside line to be covered by PARTNER Voice Messaging, assign the line to
Hunt Group 7, which is used exclusively for PARTNER Voice Messaging. The
voice messaging system greets the caller with the general greeting. To leave a
message, the caller selects the mailbox by dialing 1–4 or transfers to the
receptionist by dialing 0.
Line Coverage Extension (#208)
Line Coverage Extension identifies an extension as the “owner” of a specific
line, so the extension can activate Call Coverage or VMS Cover for that line.
When a call comes in on a covered line, the system routes the call directly to
PARTNER Voice Messaging if the call is not answered. The voice messaging
system greets the caller with the subscriber’s personal greeting. The caller
has the option of leaving a message in the subscriber’s mailbox, transferring
to another extension, or dialing 0 to reach the receptionist.
Line ownership typically is assigned to personal lines or to lines to be used for
outside access to the PARTNER Voice Messaging.
Voice Mailbox Transfer (F14)
A Voice Mailbox Transfer button can be programmed on a user’s phone to
transfer callers directly to PARTNER Voice Messaging 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.
6
Voice Mail Service
Voice Mail service allows subscribers to manage their own mailboxes. With it,
a subscriber can:
■ Listen to messages.
■ Delete messages.
■ Skip Messages.
■ Record a personal greeting.
■ Change the default password for the mailbox to ensure that messages are
kept confidential.
Voice Mail service offers callers the following options when their call is
unanswered at a subscriber’s extension:
■ Leave a detailed, confidential message in the called party’s mailbox.
■ Press 0 during the general mailbox or personal greeting to transfer to the
receptionist's extension for assistance.
■ Callers can transfer to another extension by dialing the extension number
while listening to a subscriber’s personal greeting or if a mailbox is full.
NOTE:
Until a customized greeting is recorded for the general mailbox, and for
individual subscriber mailboxes, outside c allers who reach the general
mailbox, or individual subscriber mailboxes, hear a factory-set
message:
Factory-Set General Mailbox Greeting
“Welcome to PARTNER Voice Messag ing.
Please press 1 to leave a message.”
Factory-Set Subscriber Mailbox Greeting
“Your party is not available. Please leave a message after the
tone.”
7
The PARTNER Voice Messaging PC Card provides four mailboxes. The
fac tory-set mailbox assignments are:
■ Mailbox 1, the general mailbox, is assigned to extension 10.
■ Mailbox 2, is assigned to extension 11.
■ Mailbox 3, is assigned to extension 12.
■ Mailbox 4, is assigned to extension 13.
PARTNER Voice Messaging provid es coverage for calls received on lines
assigned to Hunt Group 7 using Call Group Call Distribution. The caller hears
the general mailbox greeting and c an select the subsc riber’s mailbox by
dialing the mailbox number (1–4) or can wait on the l ine to leave a messa ge in
mailbox 1. The caller can also dial 0 to reach the receptionist.
When a call is transferr ed to PART NER Voice Messaging using Automatic VMS
Cover (#310), Manual VMS Cover (F15), Do No Disturb (F01), Line Coverage
Extension (#208), or Voice Mailbox Transfer (F14), the caller hears the
subscribers personal greeting. The caller has the option of leaving a message
in the subscriber’s mailbox, or transferring to another extension whi le li stenin g
to the personal greeting or if the subscriber’s mailbox is full. The caller can
also dial 0 to reach the receptionist.
When a caller leaves a message, the voice messaging system places the
message in the mailbox and turns on the message light (if available) at the
subscriber’s phone.
NOTE:
It is recommended that mailbox subscribers use system telephones
with message lights.
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. See
Messaging”
on page 38 for instructions for recording a personal greeting,
“Using PART NER Voice
listening to messages, transferring to another extension, and changing a
password.
8
Voice Mail Service also enables the System Manager to program the voice
messaging system. See “PARTNER Voice Messaging Programming” on page
15 for more information.
Subscribers can call into PART NER V o ice Messaging from a system extension
or from a remote location. To access their mailboxes they enter a mailbox
number followed by a password.
9
Security
The System Manager is responsible for the security of the system. As the
System Manager, 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 is
responsible for paying for 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 messaging 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 voice messaging system:
■ They try to dial into a mailbox, then execute a transfer to an outside line.
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
messaging systems, you should:
■ Change the System Manager’s password from the factory setting. Use a
hard-to-guess value.
■ Advise subscribers to protect their mailboxes by changing their passwords
(a four-digit password is required) when they log into PARTNER Voice
Messaging for the first time and frequently thereafter. S ubscribers can refer
to the instructions for changing their passwords in “Using PARTNER Voice
Messaging” in this guide, or refer to the
Reference Card
■ Monitor your call reporting system records of outgoing calls to identify
.
possible system abuse.
PA RTNER Voice Messaging Quick
10
You should also:
■ Ask users to tell you if any of the following suspicious activity occu rs:
—Inability to log into PARTNER Voice Messaging.
—Lost mail messages or altered greeting s.
—Inability to get an outside line.
—Series of calls with silence on the other end or with the caller hanging
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).
■ 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, in the continental U.S., contact
your Lucent Technologies Representative or local Authorized Dealer.
11
Installation Instructions
The PARTNER Voice Messaging PC Card is used with PARTNER Advanced
Communications System processor module Release 1.1 or later (available
separately). The processor module uses PC cards for backup or restore
functions, for software upgrades, for Automatic System Answer/Direct
Extension Dialing (ASA/DXD) functions, as well as for PARTNER Voice
Messaging. Make sure that you have the re quired PARTNER Voice Messaging
PC Card and PARTNER ACS Release 1.1 or later before beginning these
installation procedures. If you are using Release 1.0 of the Partner ACS
processor module, you will need to upgrade to Releas e 1.1 or later before you
can install the PARTNER Voice Messaging PC Card. Contact your Lucent
Technologies Representative, or your local Authorized Dealer.
Important Safety Instructions
Always follow these basic safety precautions when using this product:
1. Read and understand all instructions.
2. Follow all warnings and instructions marked on the product.
3. Do not drop, bend, or crush the card.
4. Keep the card away from moisture, high temperatures, and direct sunlight.
5. Keep the connector on the card clean.
!
CAUTION:
Before starting , verify that you have batteries installed in the PARTNER
ACS processor module (If extension 10 shows the
W/Power On
turning off the system.)
messag e in the display, replace the batteries without
ReplaceSysBat
!
CAUTION:
To avoid damage to the PARTNER ACS processor module or to the
card, do not install or remove the card when power is on.
1. Power down the PARTNER Advanced Communications System before
inserting or removing the PARTNER Voice Messaging PC Card.
A) If you have a 5-Slot carrier, turn the On/Off Switch to Off (“O”).
12
2-Slot Carrier
Stand-Alone
PARTNER ACS
Processor Module
5-Slot Carrier
P
A
R
T
N
E
R
P
l
u
s
PFT
L
I
1
N
PFT
E
L
S
2
3
N
E
S
4
206
MODULE
206
MODULE
PFT
10
PFT
E
11
X
16
T
E
E
12
17
X
N
T
S
E
I
13
18
N
O
S
N
14
19
I
S
O
N
15
20
S
21
B) Disconnect the power cord from the power jack on your installation.
2. If you have a standalone or a 2-S lot carrier, skip
to Step 3. If you have a 5-Slot carrier, continue
with Step 2A.
P
A
R
T
N
E
Handle
Screw
R
PFT
1
2
206
MODULE
PFT
10
11
12
13
14
15
A) Loosen the screw on the lower front of the
cover. Then place one hand on the handle on
the lower front and place your other hand on
the top of the cover.
B) Gently pull th e cover up and away from the
carrier.
3. To insert the PARTNER Voice Messaging PC
Card, hold it with the Lucent Technologies label
facing to the right, and slide it gently into one of
the PC card slots on the PARTNER ACS
processor module. When inserted properly, the
PARTNER Voice Messaging PC Card projects
about 1-5/8" (4 cm) from the mod ule.
To remove the PC card, gently p ull straight out
(with the power off).
On/Off
Switch
I
PFT
L
PAGE
I
N
E
PFT
L
S
I
5
N
E
S
6
PROCESSOR
MODULE
206
206
MODULE
MODULE
VOL
MUSIC
ON
HOLD
P
l
u
s
L
I
N
PFT
E
L
S
I
3
N
PFT
E
L
PAGE
S
4
I
N
E
S
206
MODULE
PROCESSOR
MODULE
PFT
E
X
16
T
E
E
17
X
N
T
S
VOL
E
I
18
N
O
S
N
19
I
S
MUSIC
O
ON
N
HOLD
20
S
21
Power
Jack
On/Off
Switch
Power
Jack
PFT
L
I
5
N
E
S
6
206
206
MODULE
MODULE
4. Power up the system:
A) Reconnect the power cord.
B) If you have a 5-Slot carrier, move the carrier’s On/Off switch to the
“On” position (“—”).
13
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