Meridian Flash Flash Setuo and - Operation 1999

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Flash Set Up and Operation Guide

Norstar and Flash are trademarks of Northern Telecom © Copyright Northern Telecom 1999

P0908429 01 Printed in Canada

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Table of Contents

How to use this guide 1-1

Introduction 1-1 How this guide is organized 1-2 Knowing the different symbols 1-4 What appears on the display 1-5 Prerequisites 1-5 Other documents 1-5

Learning about Flash 2-1

Introduction 2-1 How Flash Works 2-2 How Flash answers calls 2-3

Internal calls 2-3

External calls 2-4 Who can use Flash 2-7 About the Feature Codes 2-7

Leave Message Feature Code 2-8

Open Mailbox Feature Code 2-8

Operator Status Feature Code 2-8

System Administration Feature Code 2-9

Flash Directory Number (DN) Feature Code 2-9

Transfer Feature Code 2-9

Interrupt Feature Code 2-9 Determining the application(s) you have 2-10 About the Automated Attendant 2-11 About the Company Directory 2-12 About the mailboxes 2-12

The Special Mailboxes 2-13

Personal Mailboxes 2-13

Information Mailboxes 2-14 Mailbox rules 2-14 Logging on 2-15

About Access security 2-15 Accessing your mailbox while away from the office 2-16 Using the Norstar dialpad 2-16 Using Flash with a two-line display 2-17 Using Flash with a single-line display 2-17 Entering characters into the command line 2-18

P0908429 01 Flash Set Up and Operation Guide

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- Table of Contents About the Flash voice prompts 2-19

Interrupting a voice prompt 2-19

Using Flash with an Analog Terminal Adapter 2-20

Using Flash with a rotary dial telephone 2-20 About the Reports 2-21 Exiting from Flash 2-21 Your role as System Coordinator 2-22 Roles of mailbox users 2-23

Mailbox owner tasks 2-23

Setting up Flash 3-1

Introduction 3-1 Preparing to set up Flash 3-1

About the Flash Programming Record 3-1

Determining the Feature Codes 3-6

Verifying the Feature Codes 3-7

Determining the Flash software version 3-7

Programming a memory button 3-8

Flash language capability 3-8 Setting up Flash 3-10

About the Greeting Tables 3-11

How the Greeting Tables are organized 3-12

Determining Greeting Table information 3-13

Recording the Company Greetings 3-15

Setting up a Greeting Table 3-17

Configuring the lines 3-23

Adding lines 3-23

Assigning the number of rings

before Flash answers 3-24

Viewing and changing the line configuration 3-25

Enabling and disabling Voice Mail 3-26

Setting up the Call Identification Dialing Table 3-27

Enabling and disabling the General Delivery Mailbox 3-30

Changing the Flash language availability 3-31 Designating the number of channels for Off-premise Message Notification 3-32

Changing access to the Company Directory 3-33

Flash Set Up and Operation Guide P0908429 01

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Table of Contents -

iii

Setting up mailboxes 4-1

Introduction 4-1 Registering Personal Mailboxes 4-1

Class of Service 4-2 Mailbox Overrides 4-4

Before you register the mailboxes 4-4 Adding mailboxes 4-7 Guest Mailboxes 4-9

Adding Guest Mailboxes 4-10 Information Mailboxes 4-12

Adding Information Mailboxes 4-13 Special Mailboxes 4-14

General Delivery Mailbox 4-14

System Coordinator Mailbox 4-15

About the passwords 4-15

Recording the mailbox in the Company Directory 4-16 Initializing the Special Mailboxes 4-16

Recording a Special Mailbox Greeting 4-18

Selecting a Special Mailbox Greeting 4-20

Setting up the Operator’s Mailbox 4-21

Administering the mailboxes 5-1

Introduction 5-1 The Special Mailboxes 5-1

Opening the Special Mailboxes 5-2

Listening to messages left in Special Mailboxes 5-3

Volume control 5-3

Delivery Options 5-3

Copying a message to a Flash mailbox 5-3

Replying to a message 5-5 Replying to messages in the General Delivery Mailbox 5-6

Replying by sending a message 5-6 Personal Mailboxes 5-7

Changing mailbox options 5-7

Deleting a mailbox 5-10

P0908429 01 Flash Set Up and Operation Guide

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- Table of Contents

Sending a message to more than one mailbox 6-1

Introduction 6-1 Broadcast Messages 6-1

When to send a Broadcast Message 6-2 Group Messages 6-3

Preparing a Group List 6-3

Adding a Group List 6-5

Changing a Group List name and Company

Directory recording 6-7

Changing and viewing the members of a Group List 6-9

Deleting a Group List 6-11

Sending a Group Message 6-12

Custom Call Routing (CCR) 7-1

Introduction 7-1 How CCR works 7-1 The CCR Tree 7-3 Designing and building a CCR Tree 7-4

About call Paths and Path numbers 7-5

About the Home Menu 7-5

Adding a Menu Point 7-8

Information Messages 7-10

Leave Message Point 7-12

Transfer Point 7-13 Saving a CCR Tree 7-17

About the Workspace 7-17 Enabling a CCR Tree 7-18 Making changes to a CCR Tree 7-20

Disabling a CCR Tree 7-20

Accessing the Workspace 7-21

Changing Points on a CCR Tree 7-22

Deleting a Tree 7-29

Erasing a Path 7-30 Testing a CCR Tree 7-31

Setting the Flash Status 8-1

Introduction 8-1 Attendant Sign ON/OFF 8-1

Setting the Operator Status 8-2

Changing the Operator password 8-2

Flash Set Up and Operation Guide P0908429 01

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Table of Contents -

About the Business Status 8-3

Setting the Business Status 8-4

Assigning Flash Line answering 8-5 Changing the Operator default extension 8-6 Changing the Automated Attendant Status 8-7

Flash Reports 9-1

Introduction 9-1 The different Reports 9-2

Printing Flash Reports 9-8

Printing the Tree Reports 9-9

Flash Troubleshooting 10-1

Introduction 10-1 System trouble 10-1 Operating trouble 10-4 Custom Call Routing (CCR) trouble 10-6

Appendix A: Norstar feature compatibility A-1

Introduction A-1

Appendix B: Configuration data definitions B-1

Configuration default menus B-4

Appendix C: Resetting Flash C-1

Introduction C-1 Resetting Flash C-2 Initializing Flash C-3

Appendix D: Norstar configuration tips D-1

Introduction D-1 Delayed answering by the Flash Automated Attendant D-1 Ringing lines and answer keys D-2 Ringing Answer Button D-2 Using Norstar CFAC and CFNA D-3

Appendix E: Flash Error Messages E-1

Introduction E-1

P0908429 01 Flash Set Up and Operation Guide

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- Table of Contents

Appendix F: Flash samples and tips F- 1

Sample Flash set ups F- 1

Setting Up Flash in a small company F- 1

The Costume Room F- 3

Setting Up Flash in a medium sized company F- 4 Flash set up tips F- 7 Turning off the Automated Attendant F- 8 Turning Off the Voice Mail Option F- 8

Appendix G: Flash Features G-1

Feature 980: Send Messages G-1 Feature 981: Open Mailbox G-2 Feature 982: Set Operator Status G-3 Feature 983: First level G-4 Feature 983: Mailboxes G-5 Feature 983: Automated Attendant G-6 Feature 983: Group List G-7 Feature 983: Custom Call Routing (CCR) G-8 Feature 983: CLID Administration G-9 Feature 985: Programming menu structure G-9

Glossary Glossary-1

Index Index-i

Flash Set Up and Operation Guide P0908429 01

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How to use this guide

Introduction

This guide is designed to assist you in setting up and operating the Norstar Flash system. The set up and operation instructions contained in this guide are presented in easy-to-follow steps.

This guide is intended to lead a System Coordinator through setting up Flash, and continue as an ongoing reference aid. With this in mind, you should read this guide carefully.

This section tells you what to expect as you read this guide, and how information contained in this guide is presented.

Make sure you pay particular attention to the Section called Setting up Flash. This section outlines the information you need for a successful set up, and also provides information on how to check the Configuration of your company’s Norstar Business Communication System.

P0908429 01 Flash Set Up and Operation Guide

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1 - 2

How to use this guide

How this guide is organized

The

Flash Set Up and Operation Guide

sections that cover:

is organized according to

How to use this guide

nization of this guide and the conventions used for set up and operation steps.

Learning about Flash

section defines the terms used in explaining the set up and operation tasks. This section also provides a summary of the System Coordinator’s set up and operation tasks.

Setting up Flash

before Flash can be set up, and provides the necessary information and steps to set up Flash. This section also explains how to approach recording your mailbox and Company Greetings.

Setting up mailboxes

mailboxes used by Flash. This section also provides the initialization steps for the Special Mailboxes.

Administering the mailboxes

tering the Special Mailboxes, and how to set up and maintain User Mailboxes, Guest Mailboxes, and Information Mailboxes.

Sending a message to more than one mailbox

tions for sending Group Messages and system Broadcast Messages to initialized mailboxes.

– provides a brief overview identifying the orga-

– provides an overview of how Flash works. This

– provides an outline of the information needed

– provides the necessary steps to set up the

– provides information about adminis-

– provides instruc-

Custom Call Routing (CCR)

works and the information needed before CCR can be set up, then provides the necessary steps and information to set up CCR. This section also explains how to record the messages, set up the Tree and enable CCR. CCR is not available on the Flash Voice Mail Light system.

Setting the Flash Status

ator service. This section covers the steps necessary to enable the Operator service, and set the Automated Attendant prompt and Business Status. It also shows you how to change the Flash Receptionist or Designated Operator extension. The Automated Attendant is not available on the Flash Voice Mail Light system.

Flash Set Up and Operation Guide P0908429 01

– provides an overview of how CCR

– provides information about the Flash Oper-

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How to use this guide

1 - 3

Flash Reports

– shows the different Reports that are available and how

to print them.

Flash troubleshooting

– provides diagnostic and recovery procedures

for problems that might occur while setting up and operating Flash.

Appendix A

– covers Norstar feature compatibility and describes how

some Norstar features work in conjunction with Flash.

Appendix B

Appendix C

Appendix D

Appendix E

– covers the Flash default settings. – provides the steps necessary for resetting Flash. – covers some Norstar Configuration tips.

– provides a list of Error Messages that might appear when

Flash is being used.

Appendix F

– provides a sample Flash set up and describes common

application tips.

Glossary

Index

– covers the terms and definitions used in this guide.

– provides a list of everything contained in this guide and where the information is located. The index is in alphabetical order. If you cannot find a term, try looking for your item according to its task.

P0908429 01 Flash Set Up and Operation Guide

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1 - 4

How to use this guide

Knowing the different symbols

As you work through this guide, you will notice certain conventions have been used to represent the words that appear on the Norstar telephone display.

Display command line text

Any word or prompt that is part of the first line of the display appears in a different text.

Example: When you see a word in a different text, it represents the action you

must take to proceed.

Display button options text

Words in the second line of the display appear in an underlined text. Example: Press When you see an underlined word, you can press the button directly

below the option on the display.

Buttons

This guide uses dialpad button representations. Any button that appears in the text or instruction steps indicates the dialpad button that selects an option.

Example: Press When you see a dialpad button, it represents the button you must press

to proceed.

Angled brackets

Some information is descriptive information that is entered using the dialpad. This descriptive information is always enclosed in angled brackets.

Pswd:

MBOX

Example: Enter <the mailbox owner’s last name and first initial> The information in angled brackets describes what you should enter. In

the example above, you would enter a user’s last name and first initial by pressing the corresponding dialpad buttons on your Norstar telephone.

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How to use this guide

What appears on the display

We have attempted to make this guide as easy to use as possible. The telephone displays shown throughout this guide use the Flash default settings and sample names.

For example:

This display shows an example of the Flash Directory number (DN).

Note

: For examples of the different Main Menus appearing on the

display with optional software enabled, refer to

Configuration data definitions

Appendix B

Prerequisites

Before you attempt to set up Flash, ensure you are familiar with how the Norstar one- and two-line display telephones operate. We recommend you read your Norstar telephone user cards before proceeding.

Learning about Flash

Introduction

Flash is a fully automated receptionist service that offers call routing and message taking services. This section describes how Flash works and covers:

• basic system operation

• Custom Call Routing (CCR)

• using the Feature Codes

• the Automated Attendant

• the Company Directory

• the different mailboxes

• the different greetings

• access security

• using the dialpad

• the Norstar display

• voice prompts

• exiting from Flash

• your role as System Coordinator

• set up and operation task summaries

• roles of mailbox users

Note: Custom Call Routing (CCR) and the Automated Attendant (AA)

are not available on the Flash Voice Mail Light system.

P0908429 01 Flash Set Up and Operation Guide

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Learning about Flash

How Flash Works

Flash works with a Norstar Business Communication System, offering a receptionist service that routes calls and provides voice message taking capability. When enabled, Flash answers incoming calls and routes them to extensions and mailboxes within the system.

Flash has three main components:

• Automated Attendant

• Mailboxes (Voice messaging)

• Custom Call Routing

The first component is the Automated Attendant. The Automated Attendant works as a receptionist would when answering incoming calls. The Automated Attendant plays a list of options to a caller through a voice prompt. If users know which option they want, they can interrupt the Automated Attendant by pressing their selection on the dialpad of any tone dial telephone.

When an option is selected, the Automated Attendant responds by routing the call to an extension or mailbox within your company, or by directing the user to the Company Directory or Designated Operator.

The second component of Flash is the mailbox. Mailboxes are added by the System Coordinator and then initialized by the mailbox owner. Any caller can leave a message in a mailbox after it is initialized.

Mailbox owners can open their mailboxes and customize them using all the available options of Flash. Some common mailbox options are:

• record and select Primary and Alternate Greetings

• record a Personalized Greeting

• select a password

• record a name in the Company Directory

• set up and maintain Off-premise Message Notification

• receive and send messages

For more information about the Flash options, refer to the

ence Guide

Flash Set Up and Operation Guide P0908429 01

Flash Refer-

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Learning about Flash

The third component of Flash is Custom Call Routing (CCR). CCR is a single-digit access application providing callers with a series of voice prompts and call transfer options. Using CCR, a user can:

• listen to the Home Menu and make a selection

• listen to pre-recorded Information Messages

• leave a message in a mailbox

• transfer to an extension

2 - 3

For more information about CCR, refer to

Routing (CCR)

Note: Custom Call Routing (CCR) and the Automated Attendant (AA)

are not available on the Flash Voice Mail Light system.

Section 7: Custom Call

How Flash answers calls

Flash is your company’s 24-hour receptionist, always ready to answer calls and ensure the calls are routed properly.

As System Coordinator, you need to know how Flash works to answer calls. This will help you better use the system, help users and customize the system so that it can best serve your company’s needs.

Internal calls

Call answering is simple for internal calls:

1. Place an internal call to a user’s extension.

2. If nobody answers, and the telephone is Call Forward No Answer

or call forwarded to Flash, you hear the user’s Personal Mailbox Greeting.

3. Leave a message.

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2 - 4

Learning about Flash

External calls

Flash has many features to answer external calls. For an explanation of the basics of external call answering, read the following description and refer to Figure 2.1.

1. An external call rings in the office. Depending on how

Flash is programmed:

• A receptionist immediately answers the call and transfers the caller to the desired extension or the Automated Attendant.

• The Automated Attendant immediately takes the call.

• The Automated Attendant takes the call if nobody answers after a predetermined number of rings.

• Call Line Identification (CLID) allows the Automated Attendant to recognize incoming telephone numbers and automatically route the calls to a predetermined destination.

In this way, you can have Flash provide an immediate or delayed answering service.

2. The Automated Attendant plays the Company Greeting. This greeting can automatically change during each day of the week and any time of day, and is used to briefly introduce the caller to the company. For example:

“Good Morning. Welcome to Ace

Engineering. Thank you for your call”.

3. The caller then hears one of the following:

• The Automated Attendant Main Menu Prompt.

• The Custom Call Routing (CCR) Home Menu.

These special menus provide the caller with a menu or list of options on what to do next.

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Learning about Flash

2 - 5

The default Automated Attendant Main Menu Prompt is

“Using your telephone’s dialpad, enter the extension you wish to call. To use the Directory, press #. To leave a message, press *. To reach an Operator, press 0”

many more options that you can specify in menus you design.

4. The caller responds to one of the menu options, and is transferred

5. If the call is transferred to a Norstar telephone with a mailbox and

. Custom Call Routing does much the same; however, it allows

accordingly. For example, the call may be transferred to the person with whom the caller wishes to speak or directly to a mailbox.

the call is unanswered, the Personal Mailbox Greeting plays. For example:

“Hi. You have reached John’s desk. I am away from my desk today, so please leave a message or dial 0 to call the receptionist.”

Each Norstar telephone may be assigned its own Personal Mailbox. There are three types of Personal Mailbox Greetings: Primary, Alternate

and Personalized (Calling Line Identification). The greeting used depends on where the call is coming from.

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Learning about Flash

Incoming external call

AA Main Menu

provides options

for caller

Company

Greeting

Prompt

provides options

Automated

Attendant (AA)

answers call

Greeting Table

Home Menu

for caller

Extension

Number

Company

Receptionist

CLID

routes call

answers

Mailbox Number

CCR Tree

Path on CCR

Tree

Caller is transferred

to the selected

option

Figure 2.1 – Flash call answering overview

Note: Custom Call Routing (CCR) and the Automated Attendant (AA)

are not available on the Flash Voice Mail Light system.

Flash Set Up and Operation Guide P0908429 01

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Learning about Flash

Who can use Flash

Flash can be used by any outside caller and by mailbox owners in your company. Away from the office, Flash can be used with any tone dial telephone. Inside your office, Flash can be used from any Norstar or tone dial telephone connected to your Norstar system.

Incoming calls from a rotary dial telephone are transferred to your company Receptionist or Designated Operator. If the Operator is not available, the caller is directed to the General Delivery Mailbox. When the General Delivery Mailbox is disabled, the caller is returned to the Automated Attendant. For more information about using a rotary dial telephone, refer to

Using Flash with a rotary dial telephone

this section.

Note:

The General Delivery Mailbox cannot be disabled on the Flash

Voice Mail Light system. When using Flash from a Norstar telephone, a user must first enter a

Feature Code.

About the Feature Codes

2 - 7

later in

Feature Codes are used to access the different set up and operation functions of Flash. To use a Flash function, a Feature Code must first be entered. There are seven Feature Codes that work with Flash. The default Feature Codes are shown in Table 2.1.

Feature

Feature 980 Leave Message Feature 981 Open Mailbox Feature 982 Operator Status Feature 983 System Administration Feature 985 Flash Directory Number (DN) Feature 986 Transfer (to a Mailbox) Feature 987 Interrupt

Table 2.1 – Feature Codes

Operation

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2 - 8

Learning about Flash

All Feature Codes can be programmed for single button access. For information about programming Flash Feature Codes, refer to

3: Programming a memory button

Leave Message Feature Code

Is used by mailbox owners to leave a message in a mailbox initialized with Flash. Users can also use this feature to transfer a caller to a mailbox.

Section

To use the Leave Message Feature, press

ƒ · ° ‚

Open Mailbox Feature Code

Is used by mailbox owners to open their Personal Mailboxes. All Personal Mailboxes are protected by a password established by the mailbox owner.

To use the Open Mailbox Feature, press

ƒ · ° ⁄

Operator Status Feature Code

Is used by the System Coordinator, Receptionist or Designated Operator to set the Operator Status and to designate the Operator’s extension. When an operator is not available, the Operator Status must be set to NO. This alerts the Automated Attendant that the Receptionist or Designated Operator is not available. This Feature Code is also used to assign the Business Status by establishing whether a business is open or closed. This Feature Code is protected by a password.

To use the Operator Status Feature, press On the Flash Voice Mail Light system:

ƒ · ° ¤

• the Automated Attendant is not available

• you cannot change Business open

• you cannot change Answer lines

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Learning about Flash

System Administration Feature Code

Is used by the System Coordinator and the installer to set up Flash. This Feature Code is also used by the System Coordinator to add mailboxes and select an Alternate Language. This Feature Code is protected by a password established by the System Coordinator.

2 - 9

To use the System Administration Feature, press

ƒ · ° ‹

Flash Directory Number (DN) Feature Code

Is used to determine the DN. This number is then used to forward a Norstar telephone to Flash, and to use Flash from a single-line set attached to an Analog Terminal Adapter (ATA).

To use the Flash DN Feature, press

ƒ · ° ﬁ

Transfer Feature Code

Is used to transfer calls to a mailbox. While the call is active, press the memory button where Feature 986 is programmed, then enter the mailbox number where you want to direct the call. The caller is now transferred. Do not put the call on hold.

To use the Transfer Feature, program button.

Note: For information about programming Flash Feature Codes, refer to Section 3: Programming a memory button.

ƒ · ° ﬂ

to a memory

Interrupt Feature Code

Is used to interrupt Flash and allow you to speak with a caller who has reached your mailbox.

To use the Interrupt Feature, press Note: When a caller leaving a message in a mailbox is interrupted, the

first part of the message remains in the mailbox. This message is to be deleted at your convenience.

P0908429 01 Flash Set Up and Operation Guide

ƒ · ° ‡

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2 - 10 Learning about Flash

Determining the application(s) you have

There are three Norstar Flash systems:

• Voice Mail Light

• Basic

• Expanded

If you have the Norstar Flash Voice Mail Light system, the only application you have is Voice Mail Light. If you have a Basic or Expanded system, you can have the following applications:

• Flash Voice Mail

• Flash ACD

• Flash ACD MIS

To determine the Norstar Flash application(s):

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press OK or

The display shows:

· °

‹

4. Press The display shows:

5. Press The display shows:

Note: If you have the Flash Voice Mail Light system, the

system, no other applications are available. If you have a Basic or Expanded system with more than one application enabled, the OK display button option is replaced with the If you have a Basic or Expanded system with Flash Voice Mail, the

If you have a Basic or Expanded system with Automatic Call Distribution (ACD), the next If you have a Basic or Expanded system with ACD and the ACD Management Information System (MIS), the next

MIS

Flash Set Up and Operation Guide P0908429 01

››

VIEW

display button option.

is VM.

VML

. If you have the Flash Voice Mail Light

ACD

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Learning about Flash 2 - 11

6. Press

7. Press ® to end this session.

The display shows:

About the Automated Attendant

The Automated Attendant is the Flash receptionist. When enabled, the Automated Attendant answers your company’s incoming telephone lines according to the time of day with a prerecorded greeting selected from the Flash Greeting Table. When the Automated Attendant is enabled, the Automated Attendant menu prompt provides a list of options so that a caller can:

• reach any extension or mailbox in your company

• leave a message in a mailbox

• select an Alternate Language (not a prerecorded voice prompt)

• look for an extension or mailbox in the Company Directory

• reach your company Receptionist or Designated Operator

• open a Personal Mailbox as a mailbox owner (not a prerecorded voice prompt)

The default Automated Attendant menu prompt can be disabled at any time. When you disable the default Automated Attendant menu prompt, you must record a customized Automated Attendant menu prompt. This customized Automated Attendant menu prompt replaces the default Automated Attendant menu prompt.

Important: A caller is returned to the Automated Attendant menu prompt after completing a Flash session. When you disable the Automated Attendant menu prompt, your customized Automated Attendant menu prompt plays in place of the prerecorded Automated Attendant prompt.

Note: The Automated Attendant (AA) is not available on the Flash Voice Mail Light system.

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2 - 12 Learning about Flash

About the Company Directory

The Company Directory is an internal voice list containing the names of users with initialized mailboxes who have been designated to appear in the directory.

A user can open the Company Directory from a Norstar two-line display telephone when the display shows the tory can also be opened by pressing £ when the Automated Attendant announces the option is available.

Mailbox owners must record a Company Directory name before they can use their mailbox. A mailbox owner’s name does not have to appear in the Company Directory. Whether or not a mailbox appears in the Company Directory is established by the System Coordinator when the mailbox is registered with Flash. This Company Directory override can be changed at any time.

The System Coordinator may also choose to disable access to the Company Directory. For more information about the Company Directory, refer to Section 3: Setting up Flash.

DIR

option. The Company Direc-

About the mailboxes

A mailbox is a storage place for messages on a Flash system. The maximum number of mailboxes for each Flash system is shown in the following table “Maximum number of mailboxes”:

Flash system Maximum number of mailboxes

Voice Mail Light 12 Basic 24 Expanded 48

Table 2.2 – Maximum number of mailboxes

There are three groups of mailboxes including:

• Special Mailboxes

• Personal Mailboxes

• Information Mailboxes

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Learning about Flash 2 - 13

Note: The maximum number of mailboxes can include any combination

of Special, Personal, and Information Mailboxes.

The Special Mailboxes

The Special Mailboxes are administered by the System Coordinator. The Special Mailboxes include:

• System Coordinator Mailbox

• General Delivery Mailbox

The System Coordinator’s Mailbox is reserved for the System Coordinator. It has the ability to send Broadcast Messages. This mailbox number and password sequence are used to access the Feature Code

983. The General Delivery Mailbox is your company mailbox. Messages for

no person in particular or for employees who do not have their own mailbox are left here. To ensure confidentiality, only the System Coordinator or Designated Operator should have the password for this mailbox.

For more information about Special Mailboxes and their set up, refer to

Section 4: Setting up mailboxes.

Personal Mailboxes

Personal Mailboxes are assigned by the System Coordinator and maintained by the mailbox owner. Personal Mailboxes include:

• User Mailboxes

• Guest Mailboxes

User Mailboxes are mailboxes assigned to individuals with Norstar Directory Numbers (DN). The mailbox number should be the same as the owner’s DN. Personal Mailboxes can be listed in the directory under the owner’s name.

Guest Mailboxes are simply Personal Mailboxes without an associated extension number.

Personal Mailboxes are also protected by a password that can be

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2 - 14 Learning about Flash

changed by the owner, or reset to 0000 by the System Coordinator should it be forgotten.

For information about setting up Personal Mailboxes and Guest Mailboxes, refer to Section 4: Setting up mailboxes.

Information Mailboxes

An Information Mailbox is like a Personal or Guest Mailbox. Its only function, however, is to play an informative message to whomever should access it.

The difference between this mailbox and the Personal, Guest or Special mailboxes is the Information Mailbox does not take messages. For information about setting up Information Mailboxes, refer to Section 4:

Setting up mailboxes.

Mailbox rules

Only a few rules apply to the Flash mailboxes. These rules should be given to any user who is going to have a mailbox.

The mailbox rules are:

• A password is always needed to open a mailbox.

• A mailbox can be opened from any Norstar telephone from the display prompt. At this prompt enter the mailbox number and password combination.

• When a mailbox is assigned to a Norstar telephone, the display always shows the

OTHR

•

• When a Norstar single-line display is being used, press • to reach the

• A mailbox must be initialized before it can be used.

• Change your password frequently.

• Do not give out your password.

Flash Set Up and Operation Guide P0908429 01

Log:

Pswd:

prompt. To reach the

display prompt.

Log:

prompt, press

Log:

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Learning about Flash 2 - 15

Logging on

Logging onto the Flash system allows you access to Flash Administration, Configuration and the different Feature Codes. After the appropriate Feature Code is entered, a mailbox number and password combination must be entered.

For example, to access the System Coordinator Mailbox:

1. Press The display shows:

2. Enter Note: The first two digits represent the default mailbox number for

your Flash System Coordinator Mailbox. The next four digits represent the default password. The password and mailbox combination varies depending on the mailbox number length. Mailbox number lengths range from two to seven digits. When the mailbox number length is two digits, the System Coordinator Mailbox is 12. When the mailbox number length is seven digits, the System Coordinator Mailbox is 1000002. For more information about System Coordinator password and mailbox combinations, refer to Appendix B.

3. Press The display shows:

ƒ · ° ‹

⁄ ¤ ‚ ‚ ‚ ‚

About Access security

A mailbox owner has a limited number of tries to open a Personal Mailbox while away from the office. The system disconnects the call after three incorrect attempts.

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2 - 16 Learning about Flash

Accessing your mailbox while away from the office

When you are away from the office, you can access Flash using the dialpad of any tone dial telephone. To access your Personal Mailbox, press

• •

while your Personal Greeting plays. Enter your Personal Mailbox number and password combination and follow the voice prompts.

Note: After listening to your messages, the messages you do not delete are automatically saved.

Using the Norstar dialpad

The buttons on the dialpad act as both numbers and letters. Each button represents a number and also represents letters of the alphabet.

Flash knows when an alphabet letter is required. When an alphabetical entry is required on the command line of the display, press the dialpad button that represents the letter. The letters will appear on the display in the order listed on the number button.

If a wrong letter appears, press the button again. To accept the letter, press

To insert a comma, press

£ £

When you are entering a name using the Company Directory Option, you need to press the number button associated with the letters of the name only once. You do not need to enter a comma.

When you are looking for a mailbox owner using the Company Directory, you can find the name by entering the first four letters of the last name. For example, if you are looking for the last name Partridge, you would press

If Flash cannot find the name the first time, you can press To view all the names in the Directory, press until you find the mailbox owner.

Note: If you are trying to find a mailbox owner with fewer than four letters in the last name, for example Fry, press the buttons on the dialpad that spell the entire last name, then press

Flash Set Up and Operation Guide P0908429 01

‡ ¤ ‡ °

Then press

RETRY

•

or ⁄

Page 31

Learning about Flash 2 - 17

Using Flash with a two-line display

The Norstar display on M7310 and M7324 telephones is a two-line display that provides information about commands and options available when you are using Flash.

The display can show up to three display button options at a time. In some instances, you must wait for the voice prompt to play the other available options. When options are played by the voice prompt and the corresponding button does not appear on the display, you must select the option using the numbers on the dialpad.

The Norstar two-line display is shown in Figure 2.2.

Display command line Display button options

Display buttons

Figure 2.2 – Norstar two-line display

Pswd: OTHR RETRY OK

Using Flash with a single-line display

The Norstar display on M7100 and M7208 telephones is a single-line display that can be used for most Flash sessions. However, configuration tasks require an M7310 or M7324 two-line display telephone.

When you are using a Norstar telephone with a single-line display, all options are given immediately through the Flash voice prompts and are selected using the dialpad only.

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2 - 18 Learning about Flash

Entering characters into the command line

The command line of the display on your Norstar telephone can show 16 characters and this is the maximum you can enter.

For example:

There are three situations when the command line prompt will disappear. This happens when the display shows the command line prompt:

For example, when the display shows:

When you begin to enter the last name, the command line prompt disappears. For example, if you were entering the name S. Partridge, you press the dialpad button for P. The display drops the command and changes to show:

Name:

After you have entered the entire name, the display shows:

The display no longer shows the command line prompt.

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Learning about Flash 2 - 19

About the Flash voice prompts

Each command shown on the Norstar display is accompanied by a voice prompt. On a Norstar two-line display telephone, the voice prompt plays after a five-second delay. When you do not select an option, Flash plays the prompt again. On a Norstar single-line display telephone, the voice prompt plays immediately. When you do not select an option within an additional four seconds, the voice prompt replays the options before Flash ends the session.

Flash voice prompts provide the same options as the display button options, and additional options not appearing on the display. When the voice prompt plays the available options, it only provides the dialpad number buttons that invoke the options.

When the voice prompt announces a display option with a corresponding dialpad button, you can use the display button or the number on the dialpad. Either button invokes the selected option.

Interrupting a voice prompt

A voice prompt can be stopped by pressing a prompt that is informing the user of an error.

Press Note: There are no voice prompts for configuration options. All config-

uration commands and options appear on the M7310 or M7324 two-line display telephone.

P0908429 01 Flash Set Up and Operation Guide

•

to return the display to the previous display prompt.

A user cannot interrupt

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2 - 20 Learning about Flash

Using Flash with an Analog Terminal Adapter

A single-line, tone dial telephone connected to a Norstar KSU through an Analog Terminal Adapter (ATA) can be used for most Flash sessions. However, you cannot use a single-line telephone attached to an ATA to perform Flash Administration tasks.

The single-line telephone does not have a feature button. To access the features, such as Leave Message or Open Mailbox, call Flash and follow the voice prompts. The Flash DN is determined by using Feature 985 on a Norstar telephone.

Note: Feature 986 cannot be used with an ATA. If you have an Enhanced ATA, you can also press:

˚ • · ° ‚

and follow the voice prompts. When a caller uses Flash from a rotary dial telephone, Flash transfers

the caller to your company receptionist or Designated Operator. If a Receptionist or Designated Operator is not available, the caller is transferred to the General Delivery Mailbox.

Note: When adding a mailbox associated with an ATA, Message Waiting Notification should be set to NO. For more information about setting up mailboxes, refer to Section 4: Setting up mailboxes.

• · °

⁄

to open your mailbox, to leave a message,

Using Flash with a rotary dial telephone

Incoming calls from a rotary dial telephone are transferred to the company receptionist or Designated Operator assigned to the Greeting Table. When there is no answer, the caller reaches the Personal Mailbox of the number dialed. If the Operator is not available, the caller is directed to the General Delivery Mailbox. When the General Delivery Mailbox is disabled, the caller is returned to the Automated Attendant.

Note: The General Delivery Mailbox cannot be disabled on the Flash Voice Mail Light system.

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Learning about Flash 2 - 21

About the Reports

Reports are useful for viewing Flash set up information. You must have a printer connected to Flash to produce Reports. There are six Reports:

• Directory Report (1): lists mailbox users in the Company Directory.

• Numeric Subscriber Mailbox Report (2): lists the mailbox owners according to mailbox number.

• System Group List Report (3): lists Group List numbers and names, along with the member names and mailbox numbers.

• Message Usage Report (4): lists the current storage available in minutes on the Flash Module.

• Mailbox Activity Report (5): lists daily and average mailbox activity statistics for an individual mailbox or all mailboxes.

• CLID Report (6): lists daily calling line identification (CLID) activity for the Flash system.

• Tree Report: lists the Points on the Tree, assignments made to the Points and any areas that need administering.

Note: The CLID Report and the Tree Report are blank on a Flash Voice Mail Light system.

Exiting from Flash

You can exit a Flash session by:

• Hanging up the handset.

• Pressing an alternate line button.

• Pressing

Note: When you press seconds, except when you are transferring a caller to a mailbox.

P0908429 01 Flash Set Up and Operation Guide

the Flash session ends in two to three

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2 - 22 Learning about Flash

Your role as System Coordinator

As System Coordinator, you perform all the tasks necessary for setting up and operating Flash. This guide provides all the information you need for completing these tasks.

Set up tasks

• Completing the Flash Programming Record

• Preparing Flash information

• Setting the Business Hours*

• Recording the Company Greetings*

• Assigning Greetings to a Greeting Table*

• Assigning the Automated Attendant lines*

• Assigning a line to a Greeting Table*

• Changing the Flash language capability

• Enabling or disabling access to the Company Directory

• Setting up the mailboxes

• Initializing the Special Mailboxes

• Setting up CCR*

*These set up tasks are not required on Flash Voice Mail Light systems.

Operation tasks

• Assigning Company Greetings*

• Setting the Operator Status

• Adding new mailboxes

• Changing Mailbox Options

• Reassigning the Class of Service

• Changing the mailbox extension

• Resetting a mailbox password

• Deleting a mailbox

• Registering a Guest Mailbox

• Sending messages

• Sending Broadcast Messages

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Learning about Flash 2 - 23

• Adding a Group List

• Changing a Group List

• Viewing Group Lists

• Deleting a Group List

• Sending a Group Message

• Deleting messages

• Printing Reports

• Changing CCR Points*

*These operation tasks are not required on Flash Voice Mail Light systems.

Roles of mailbox users

Mailbox owners perform the tasks necessary for maintaining mailboxes. For more information about user tasks, refer to the Flash Reference

Guide.

Mailbox owner tasks

• Initializing their mailbox

• Recording Personal Mailbox Greetings

• Listening to messages left in their mailbox

• Deleting messages that are no longer required

• Using Flash Features

• Administering their Personal Mailbox Features

• Maintaining Off-premise Message Notification

• Maintaining Information Mailboxes*

• Changing their password frequently

• Keeping their password private

• Reporting problems to the System Coordinator

* Can be either the System Coordinator or the mailbox owner.

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2 - 24 Learning about Flash

Flash Set Up and Operation Guide P0908429 01

Page 39

Setting up Flash

Introduction

Setting up Flash involves collecting initial set up information and setting up a Flash system based on that information. This section first describes what you need in order to prepare to set up Flash, then describes the tasks involved in setting up the system.

Note: The following options are not available on the Flash Voice Mail Light system:

• Automated Attendant (AA)

• Greeting Tables

• Custom Call Routing (CCR)

• Call Identification Dialing Tables

• Business Hours and Status

Preparing to set up Flash

Before you begin setting up a Flash system, you should understand how to:

• use the Flash Programming Record

• determine the Feature Codes

• determine the Flash software version

• program memory buttons

• determine the language capability

About the Flash Programming Record

The Flash Programming Record contains information about program- ming options and is useful for organizing a Flash set up. This record is provided to you by your installer or your customer sales representative.

The Programming Record contains information about:

• Initialization verification

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3 - 2 Setting up Flash

• Feature Codes

• Business Hours and Status

• Norstar line data verification

• Custom Call Routing (CCR)

It also provides Dialing Tables, a Greeting Table summary, Greeting and Line summary, Mailbox List, Group List, and Class of Service defaults.

Customer information

This section provides space to record information about the customer.

Administration passwords

This section of the Programming Record provides information about the directory or mailbox number length, the default passwords and provides space to record new passwords.

Pre-installation checklist

This section provides information about the KSU software version, the number of channels, ports, optional equipment, external lines answered and the Flash software version.

Optional equipment may include an RS-232 printer, which is necessary for printing Flash Reports.

Norstar line data verification

This section provides information about the number of incoming telephone lines in your company. You need to know the line numbers so you can assign the lines to the Flash Greeting Tables. This information is not required for the Flash Voice Mail Light system.

Flash initialization

This part of the Programming Record covers: Installer password: This is the number installers enter to access

system configuration. Bilingual: This identifies whether or not the module has bilingual

language capabilities.

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Setting up Flash 3 - 3

Primary Language: This specifies which language is being used as the

Primary Language. Alternate Language: This specifies which language is being used as

the Alternate Language. Group Lists enabled: This establishes whether or not Group Lists are

being used. A Group List leading digit must be assigned when the Group List is enabled. This section provides a space to record the Group List leading digit. For more information about Group Lists, refer to Section 6: Sending a message to more than one mailbox.

Flash Feature Code checklist

This section summarizes the Flash default Feature Codes 980 through

987. It also provides a space to record the new Feature Code when the default code is not being used.

For instructions on how to determine the Feature Codes, refer to Deter-

mining the Feature Codes later in this section.

Summary Tables and Lists

The Flash Programming Record also provides a Greeting Table summary, a Line Number summary, Greeting summary, and Mailbox information list.

Before you complete this section of the Programming Record, you should photocopy these pages. Use these pages as master copies for referencing any changes to your system set up. Keep the completed Programming Record in a safe place for future reference.

The Greeting Table summary assists you in summarizing how the Greeting Table is organized. This section of the Programming Record allows you to specify the Business Hours and the language preference used in the Tables.

For more information about setting up and using the Greeting Table, refer to Setting up a Greeting Table later in this section.

This section shows the default Business Hours. Business Hours can be assigned by your installer according to the Business Hours used in your company. A space is provided to record the Business Hours for the Morning, Afternoon, Evening, and Non-business Hours.

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3 - 4 Setting up Flash

The Line number and Greeting summary provides space to record the incoming telephone line numbers used in your company, the telephone number of the line, whether the line is answered by Flash and the number of rings before answering. The Greeting summary provides a space where you can record numbered greetings and what the greetings say.

The Greeting summary also provides a space where you can record the Customized Automated Attendant Main Menu Prompt and the Information Mailbox Message.

The Mailbox List provides a convenient place to record Personal Mailbox information. This can serve as a paper record for future reference about mailbox numbers associated with extensions, a mailbox owner’s name, a Class of Service and Mailbox Overrides. You can also record Guest Mailboxes. Photocopy the Mailbox List before it is filled out and use the photocopied page as a separate Guest Mailbox list.

Note: Flash can store 12 mailboxes on a Voice Mail Light system, 24 mailboxes on a basic system and 48 mailboxes on an expanded system. This number can be any combination of Special, Personal, and Information Mailboxes.

For more information about setting up mailboxes refer to Section 4:

Setting up mailboxes.

Class of Service defaults

Class of Service defaults outline the special features and parameters that can be assigned to mailboxes. For more information about Class of Service defaults, refer to Section 4: Setting up mailboxes.

Group List

A Group List is composed of several mailboxes grouped together under one mailbox number. This enables Flash users to send a single message to every mailbox on the list.

Call Identification Dialing Tables

This section provides space to record the telephone number and Destination Type, including the assigned Greeting Table, extension or mailbox and CCR Tree and Point number.

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Setting up Flash 3 - 5

Custom Call Routing

Custom Call Routing (CCR) is a programmable, voice-prompted menu system. CCR allows your company to customize and enhance the Flash call routing function. With CCR, callers can route their calls according to the options created specifically by your company. This section provides a blank CCR Tree and space to record information required to set up a Tree.

The Programming Record includes Miscellaneous Programming as well as information about the Automated Attendant, Operator and Business Status, and Programming Defaults.

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3 - 6 Setting up Flash

Determining the Feature Codes

Flash uses Feature Codes 980 through 987. Before you continue with the set up, ensure these Feature Codes are available. It is possible that some Feature Codes might be in use by another Norstar application. If so, Norstar automatically assigns codes between 900 and 999. These codes might not appear in sequential order.

To determine the Flash Feature Code availability:

1. From a Norstar M7310 or M7324 display telephone, press

ƒ · • ⁄

The display shows:

2. To view the next Feature Code, press

Leave msg:

and the Feature Code.

The display shows the

next Feature Code display prompt and number.

3. Continue pressing

to view all the Feature Codes.

Feature Codes shown below are the default Feature Codes. If the codes change, record the assigned codes in the space provided. For more information about Feature Codes, refer to Section 2.

ƒ · ° ‚

Feature 9 ___ ___

ƒ · ° ⁄

Feature 9 ___ ___

ƒ · ° ¤

Feature 9 ___ ___

ƒ · °‹

Feature 9 ___ ___

ƒ · ° ﬁ

Feature 9 ___ ___

ƒ · ° ﬂ

Feature 9 ___ ___

ƒ · ° ‡

Feature 9 ___ ___

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Setting up Flash 3 - 7

Verifying the Feature Codes

Flash uses default Feature Codes 980 through 987, or assigned Feature Codes as described earlier.

To verify the Feature Code display prompts, use a Norstar M7310 or M7324 display telephone and enter each Flash Feature Code. The display prompts should be as follows:

ƒ · ° ‚

ƒ · ° ⁄

ƒ · ° ¤

ƒ · ° ‹

ƒ · ° ﬁ

ƒ · ° ﬂ

ƒ · ° ‡

Determining the Flash software version

Knowing the software version allows you to identify software feature availability.

To determine the software version:

1. Press The display shows:

2. Enter <the System Coordinator Mailbox number and password>

3. Press OK or The display shows:

4. Press The display shows:

To end the Flash session, press

P0908429 01 Flash Set Up and Operation Guide

ƒ · ° ‹

Page 46

3 - 8 Setting up Flash

Programming a memory button

To simplify set up and administration tasks, we recommend programming a memory button for the Feature Codes you will use most often.

The most frequently used Flash Feature Codes are:

• Open Mailbox–Feature 981

• System Administration–Feature 983

• Transfer–Feature 986

• Interrupt–Feature 987

To program a memory button:

1. Press ƒ • ‹ The display shows:

2. Select a programmable button.

3. Press

4. Enter <the Feature Code number> For example, 983.

5. Label the button with the Feature Code description using the paper

The display shows:

labels provided with your Norstar telephone.

Repeat steps 1 through 5 for each Flash Feature Code you want to program.

Note: We recommend you program a memory button with the Flash DN. To verify this DN, refer to Verifying the Feature Codes earlier in this section.

Flash language capability

The installer determines the language availability during installation, and which language is to be used as primary and alternate. The language option can be changed at any time. For more information, refer to Changing the Flash language availability later in this section.

When the Flash language option is enabled, the Automated Attendant allows users to select either the Primary or Alternate Language. This is not a prerecorded option. For this option to be announced, you must include it in the Company Greeting that you record. For more information about recording greetings with a language option,

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Setting up Flash 3 - 9

refer to Recording the Company Greetings later in this section. Important: If you disable the Flash language option, a user cannot

select the option from the Automated Attendant Voice Menu. When you use the bilingual language capability, mailbox Classes of

Service determine which language is used by the mailbox. For instance, Class of Service numbers 1, 3, 5, and 7 default to the Primary Language, and Class of Service numbers 2, 4, 6, and 8 default to the Alternate Language. When the bilingual capability is disabled, all Classes of Service use the Primary Language.

When a subscriber calls a mailbox that is assigned a different language, the subscriber hears the Automated Attendant Voice Prompt in the language specific to the mailbox reached. For example, if your mailbox is assigned the Primary Language Class of Service 3, and you call a mailbox that is assigned the Alternate Language Class of Service 8, you will hear all voice prompts in the Alternate Language.

Table 3.1 shows how Flash works with bilingual capabilities.

Bilingual enabled Bilingual disabled

Primary and Alternate Language prompts

Classes of Service 1, 3, 5, and 7, use the Primary Language

Classes of Service 2, 4, 6, and 8 use the Alternate Language

Feature Code 983 language preference display available

Automated Attendant language selection option 9 available

Primary Language prompts only

All Classes of Service use the Primary Language only

Feature Code 983 language preference display not available

Automated Attendant language selection option 9 not available

Table 3.1 - Flash Language Feature summary

When the Flash bilingual language capability is disabled, you can use one of the two languages as the Primary Language. An Alternate Language capability is not available when the bilingual language capability is disabled.

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3 - 10 Setting up Flash

Setting up Flash

When you have familiarized yourself with Flash and have gathered the initial information you need, you can set up your system. Setting up Flash involves:

• setting up the Company Greeting Table*

• recording your Company Greetings*

• assigning a greeting to the Greeting Table*

• determining which incoming telephone lines Flash will answer*

• setting the number of rings before Flash answers*

• disabling the Voice Mail Option*

• disabling the General Delivery Mailbox*

• changing language availability

• enabling or disabling access to the Company Directory

*These set up tasks are not required on the Flash Voice Mail Light system.

Before you begin to use Flash, make sure you have:

• Read Preparing to set up Flash earlier in this section

• Read Section 7: Custom Call Routing (CCR)

• A completed Flash Programming Record

• Verified Flash Feature Code availability

• An M7310 or M7324 two-line display telephone

Important: To set up Flash in your company, you require a Norstar M7310 or M7324 two-line display telephone. You cannot set up Flash from a Norstar M7100 or M7208 single-line display telephone.

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Setting up Flash 3 - 11

About the Greeting Tables

The Flash Greeting Table stores the greetings played by the Automated Attendant to incoming callers. Flash provides two Greeting Tables numbered 1 and 2. Each Greeting Table is divided into four sections. The four sections represent your Company Greeting for:

• Morning

• Afternoon

• Evening

• Non-business

Note: Section 8, Table 8.1 shows time segments for the Morning, After- noon, Evening, and Non-business Hours Greetings.

Flash can store a total of 20 greetings in memory, but only eight greetings can be assigned to the two Greeting Tables at any one time. The greeting numbers assigned to the Table can be any greeting that you record and number from 1 to 20. You can assign two Customized Automated Attendant Menu Prompts to each Greeting Table. For information about recording Customized Automated Attendant Menu Prompts, refer to Section 3: Recording the Customized Automated Attendant Menu Prompt.

After all the greetings are recorded and assigned to the different lines in your company, they can then be assigned to Greeting Tables as needed. For example, your main business line might be assigned to Greeting Table 1, while your customer service line might be assigned to Greeting Table 2.

Greeting Tables using the Alternate Language

When you are using the bilingual capability and are also using both the Primary and Alternate Languages, we recommend assigning one Greeting Table to the Alternate Language. For example, if your company has two incoming lines and you would like one line assigned entirely to the Alternate Language, you must assign that line to the Greeting Table where all the greetings are recorded in the Alternate Language. This means you could record greetings 5, 6, 7 and 8 in the Alternate Language and assign the greetings to Greeting Table 2 for line 2.

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3 - 12 Setting up Flash

How the Greeting Tables are organized

You can record four Company Greetings for each table. A number from 1 to 20 must be assigned to any greeting that is used in the Greeting Table. Table 3.2 shows how Greeting Numbers can be assigned to the different Flash Greeting Tables.

Greeting Type Table 1 Table 2

Morning Greeting 1 Greeting 5 Afternoon Greeting 2 Greeting 6 Evening Greeting 3 Greeting 7 Non-business Greeting 4 Greeting 8

Table 3.2 – Greeting Tables with Greeting Numbers

We recommend using greetings 1 through 16 as your daily business greetings, and greetings 17 through 20 as special greetings. For example, for the New Year Holiday you could record the greeting:

“

Thank you for calling Incare Incorporated. We are closed for the New Year Holiday. We hope your holiday is happy and safe. We will be open Monday to resume our regular business hours. Happy New Year

.”

This greeting would be recorded as greeting number 17, and assigned to the Greeting Table for the Non-business Hours Greeting. When the Business Status is set to No, the holiday greeting number 17 would play on the Greeting Table. For more information about selecting greetings, refer to Assigning a greeting to a Greeting Table later in this section.

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Setting up Flash 3 - 13

Determining Greeting Table information

To set up your company’s Greeting Table, you first need to:

• determine a Greeting Table number for each incoming line

• record your Company Greetings

• determine the greeting numbers that you will assign to the table

When you are setting up your company’s Greeting Table information, organize your Company Greeting information using the Greeting Table summary provided in the Flash Programming Record.

Preparing your greetings

Before you record your Company Greetings, determine the type of greetings to be used on the different incoming telephone lines and what you would like the greetings to say. You must prepare at least four greetings. These greetings automatically play on both Greeting Tables. Additional greetings will not play until the greetings are assigned to a Greeting Table. As you record your greetings, number them from 1 to 4.

The four greetings will reflect the Morning, Afternoon, Evening and Nonbusiness Hours. You must number each greeting 1 to 4. For example:

1) Morning Greeting:

“Good morning. You have reached Touchstone Marketing

.”

2) Afternoon Greeting:

3) Evening Greeting: “

4) Non-business Hours Greeting: “

“Good afternoon. You have reached Touchstone Marketing

Good evening. You have

reached Touchstone Marketing

You have reached Touchstone

.”

Marketing. Our business hours are Monday to Friday from 8:00 a.m. to 5:00 p.m. Please stay on the line and leave a message. Thank you for calling

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.”

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3 - 14 Setting up Flash

When you are using Guest Mailboxes to make customer announcements or provide ordering information, you must inform callers they can select these mailboxes immediately by entering the mailbox number. For example, if you set up mailbox 17 to provide order taking and product introduction services, you would record your Company Greeting to say:

“

Good morning. You have reached Touchstone Marketing. To listen to our product service information and place an order, press *17.

Note: Messages informing callers of immediate mailbox access should direct the caller to press • followed by the mailbox number.

After you have determined what your Company Greetings will be, practice recording your greetings. Remember to speak slowly and clearly, at a pace that is easy to understand. Try to use a tone that will encourage callers to use your Flash service. For the best recording results, record your greetings directly into the handset.

If you are using a Primary and Alternate Language, it is a good idea to record the option

instruction in the Alternate Language. For

example, if you are using English as your Primary Language and French as your Alternate Language, your main greeting would be in English and the option

· instruction would be in French. For example:

”

“Good morning. This is Touchstone Marketing. [To use our voice messaging service in French, please press 9]

.”

The greeting enclosed inside the brackets would be recorded in French. When the Alternate Language is Spanish, the greeting enclosed inside the bracket would be in Spanish.

Important: Since the default Automated Attendant Main Menu Prompt does not announce an Alternate Language Option, your greeting must instruct a caller to press

· to use the Alternate Language.

Although Flash can store 20 greetings in total, this guide only shows you how to prepare the first four Company Greetings. You can use the steps presented in this guide to record any additional greetings.

Important: You must prepare all four greetings. These greetings automatically play on all both Greeting Tables. Additional greetings will not play until the greetings are assigned to the Greeting Table.

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Setting up Flash 3 - 15

Flash greetings can be one to 10 minutes in duration. If you need to change the greeting time, you must change the Class of Service of the System Coordinator Mailbox. The default Class of Service for the System Coordinator Mailbox is 7. This has a maximum greeting length of 10 minutes. For instructions about changing a mailbox Class of Service, refer to Section 5: Changing a mailbox Class of Service.

Recording the Company Greetings

When you are recording your Company Greetings, do not use the Norstar Handsfree Feature. For better results, speak directly into the telephone handset.

To record a Company Greeting:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press

4. Press

5. Press

6. Press

ƒ · ° ‹

The display shows:

GRTG

The display shows:

Note: Pressing AA changes the display to show: To return to the mation, refer to Section 8: Changing the Automated Attendant Status.

GRTG

The display shows:

Greeting admin

Return to AA:Y

display press • For more infor-

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3 - 16 Setting up Flash

7. Enter <the greeting number to be recorded>

Note: This number can be any number from 1 to 20. You do not have to record your Company Greetings in numerical order, but they must be numbered.

8. Press

9. Press

10. At the sound of the tone, record your greeting.

11. Press

12. Press OK to accept the greeting,

Note: Greetings 1 through 4 are assigned by default to Greeting Tables 1 and 2. This means that greeting number 1 will be played in Greeting Table 1, and 2 as the Morning Greeting. If you want different greetings played in the Greeting Tables, you must repeat steps 5 through 11, numbering the greetings sequentially starting with 5 and then assigning the greetings to a table. Refer to Table 3.2.

The display shows:

REC

Note: When you have finished recording your greeting, do not hang up the handset.

to end your recording.

The display shows:

Note: To listen to the greeting, press again, press

Repeat steps 5 through 11 for any other numbered greeting you want to record.

RETRY

PLAY

To record the greeting

To end this Flash session, press

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Setting up Flash 3 - 17

Setting up a Greeting Table

If you are only using Greeting Table number 1, the numbered greetings you recorded from 1 to 4 will play automatically. You do not have to assign greetings 1 to 4 to the Table, but you must select the language preference.

Setting up a Greeting Table involves:

• assigning the Automated Attendant Main Menu Prompt

• recording the Customized Automated Attendant Menu Prompt

• assigning a greeting to a Greeting Table

• assigning the language preference

• setting up a Business Hours Table

• setting your company’s Business Hours

• assigning a CCR Tree

Before you begin to assign greetings to the Greeting Table, ensure you have recorded all the greetings that you will need for the two tables.

Assigning the Automated Attendant Main Menu Prompt and Recording the Customized Automated Attendant Menu Prompt

The Automated Attendant menu prompt plays after the Company Greeting, and when a user accesses the Automated Attendant after completing a Flash session. When you set the Automated Attendant menu prompt to No, you must record a Customized Automated Attendant Menu Prompt to replace the prerecorded option list.

Note: The Automated Attendant menu prompt tells the caller:

“Using the dialpad, please enter the extension you wish to call. To use the directory, press #. To leave a message, press *. To reach an Operator, press

0.”

You can record a Customized Automated Attendant Menu Prompt to include Company Greeting information as well as any information unique to your company.

Each Greeting Table has two Customized Automated Attendant Menu Prompts for a Primary and Alternate Greeting. When you record a Customized Automated Attendant Menu Prompt you must provide the caller with a list of options, such as choosing the Alternate Language, accessing the Company Directory, or reaching an Operator.

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3 - 18 Setting up Flash

To record a Customized Automated Attendant Menu Prompt:

1. Press

· °

‹

2. Enter <the System Coordinator Mailbox number and password>

3. Press

The display shows:

4. Press

The display shows:

5. Press

TABLE

The display shows:

6. Enter <the Greeting Table number>

7. Press

The display shows:

Note: When N appears and you no longer want to use the Customized Automated Attendant Menu Prompt, press

CHNG

return to the default Automated Attendant Menu Prompt.

8. Press

CHNG

The display shows:

9. Press

PRIME

The display shows:

Note: To record the alternate prompt, press • then press

10. Press

REC

At the tone, record your prompt.

ALT

When recording your prompt, include instructions such as press

‚

to reach an operator, press · to choose the Alternate Language, and press £ to access the Company Directory. Remember to speak slowly and clearly, at a pace that is easy to understand.

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Setting up Flash 3 - 19

11. Press

The display changes to show:

12. To accept the recording, press Note: If the recording is not acceptable, press

returned to the

Record

prompt display to rerecord the prompt.

RETRY

You are

The display changes to show:

13. Press

14. Press

•

Assigning a greeting to a Greeting Table

The display shows:

15. Press

CHNG

Note: If you are not changing the default greeting number, press

to go to the Afternoon Greeting display.

16. Enter <the greeting number from 1 to 20>

17. Press

The display shows:

18. Press

The display shows:

To continue assigning the Afternoon, Evening and Non-business Hours Greetings to the Greeting Table, follow steps 14 through 18.

When all your greetings are assigned to the Greeting Table, you can assign the language preference.

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3 - 20 Setting up Flash

Assigning the language preference

From the Non-business Hours display:

19. Press The display shows:

Note: You can set the language preference for each Greeting Table. This setting determines which language the Automated Attendant uses when answering incoming calls. This can be changed at any time. If the Flash Bilingual Option is set to NO, this display is not shown.

20. To change the language preference, press The display changes to show:

Assigning the Greeting Table Target Attendant

Assigning the Target Attendant overrides the Designated Operator. If the attendant does not answer, the call goes to the destination Mailbox. If there is no mailbox, the call goes to the General Delivery Mailbox.

21. Press The display shows:

22. Press

CHNG

The display shows:

23. Enter <the extension of the Greeting Table Attendant> The display shows:

Press • to return to the up the Greeting Tables. Repeat steps 5 through 23 for each Greeting Table.

Flash Set Up and Operation Guide P0908429 01

Auto Atdt Admin

display and continue setting

Page 59

Setting up Flash 3 - 21

Assigning a CCR Tree

24. Press The display shows:

Note: When there are no CCR Trees built, the display shows:

CCR tree: disable

Press

to continue.

25. Press

26. Enter <the Tree number> The display shows:

Setting your company’s Business Hours

Setting the Business Hours determines when each greeting is played on each Greeting Table. Business Hours are divided into four categories; Morning, Afternoon, Evening, and Non-business for each of the seven days of the week for each Greeting Table. Refer to Table 3.2 earlier in this section.

To set the Business Hours:

27. Press The display shows:

28. Press Note: Press

following day.

29. Enter <the Monday Morning start time> The display shows:

CHNG

DAY

to change the display to the morning of the

Note: This is a four-digit field. Any single-digit hour must be preceded by a zero.

30. Press The display shows:

31. Press The display shows:

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3 - 22 Setting up Flash

32. Press

33. Enter <the Monday Afternoon start time> The display shows:

34. Press The display shows:

35. Press The display shows:

36. Press

37. Enter <the Monday Evening start time> The display shows:

38. Press The display shows:

Note: The Evening start time must be p.m.

39. Press The display shows:

40. Press

41. Enter <the Non-business hours start time>

CHNG

The display shows:

42. Press The display shows:

Note: The Evening start time must be p.m.

43. Press The display changes to show:

Repeat steps 35 through 43 for each day of the week. To set up the days when your business is not open, set the Non-busi-

ness Hours start time to 12:00 a.m. Then set the remaining Non-business Greetings to 11:59 p.m. to give you 24 hour service.

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DAY

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Setting up Flash 3 - 23

Configuring the lines

Flash is able to answer all your company’s incoming telephone lines, or just those lines you designate. Determining how your company lines are going to be answered is called line configuration.

Flash will not answer any lines until they are added to the Flash configuration and line answer is set to YES. Each line added is answered by Table 1, unless another Greeting Table is specified.

Note: For more information about line answering, refer to Section 8: Assigning Flash Line answering.

Adding lines

To add a line and assign it to the Greeting Table:

1. Press ƒ · ° ‹

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

4. Press The display shows:

5. Press The display shows:

6. Enter <the line number> Note: For information about the incoming line numbers used in your company, refer to your Flash Programming Record. The maximum number of lines is 248.

7. Press The display shows:

Note: Press

8. Press The display shows:

LINES

TABLE

CHNG

to change the N to

Note: Pressing

P0908429 01 Flash Set Up and Operation Guide

RINGS

moves to the

Line:1 Rings:0

display.

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3 - 24 Setting up Flash

9. Press The display shows:

10. Enter <a Greeting Table number 1 or 2>

11. Press The display shows:

Note: Pressing assignment for all lines.

To end this Flash session, press

CHNG

allows you to change the Greeting Table

Assigning the number of rings before Flash answers

You can assign Flash to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is left at zero, Flash answers immediately. We recommend the number of rings be assigned to 2 or more for lines equipped with Calling Line Identification Display. When the number of rings is assigned as 0 or 1, the Personalized Greeting does not play, because CLID information is not provided until just prior to the second ring.

To assign or change the number of rings before Flash answers:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press

The display shows:

· °

‹

4. Press The display shows:

5. Press The display shows:

6. Enter <the line number> Note: For information about the incoming line numbers used in

your company, refer to your Flash Programming Record.

7. Press The display shows:

8. Press

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LINES

TABLE

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Setting up Flash 3 - 25

9. Press The display shows:

10. Press The display shows:

11. Enter <the number of rings> Note: The number of rings ranges from zero to 12. Repeat steps 9

through 12 to continue entering the number of rings.

12. Press The display shows:

To end this Flash session, press

RINGS

CHNG

•

Viewing and changing the line configuration

After a line is assigned to Flash, you can view the answer option and decide if the line is to be answered by Flash. To view a line and change the Flash answer option:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

ƒ · ° ‹

4. Press The display shows:

5. Press The display shows:

6. Enter <the line number> Note: For information about the incoming line numbers used in

your company, refer to your Flash Programming Record.

7. Press The display shows:

8. Press

P0908429 01 Flash Set Up and Operation Guide

LINES

CHNG

to change answer from N to

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3 - 26 Setting up Flash

9. Press

The display shows:

10. Use the

and

CHNG

keys to view and change the configura-

tion of all telephone lines in your company.

To end this Flash session, press

Enabling and disabling Voice Mail

The default status for Voice Mail is enabled. The Voice Mail Option may be enabled or disabled at any time. When disabled, callers cannot leave messages in any mailboxes but can access Information Mailboxes. When enabled, callers can access all mailboxes.

Note: The Voice Mail Option cannot be disabled on the Flash Voice Mail Light system.

To assign the Voice Mail Option:

1. Press

· °

2. Enter <the System Coordinator Mailbox number and password>

3. Press

The display shows:

‹

4. Press

›

The display shows:

Note: Press

CHNG

to change the Y to

When the Voice Mail Option is enabled, callers who try to reach an extension that is busy or does not answer will be transferred to the extension’s mailbox. When the Voice Mail Option is disabled, callers hear the Automated Attendant Voice Prompt. At any time, callers can press zero to reach the Operator.

Note: If the Operator is not available, the Automated Attendant Voice Prompt plays. Even if the Voice Mail Option is disabled, Flash users may still transfer a call to a mailbox using Feature 980 or Feature 986.

To end this Flash session, press

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Setting up Flash 3 - 27

Setting up the Call Identification Dialing Table

The Dialing Table allows Flash to recognize incoming telephone numbers included in a Dialing Table and automatically route the call directly to the appropriate destination. This table can be set up to direct frequent callers to a specific extension or mailbox, CCR Tree or Greeting Table.

Note: The Call Identification Dialing Table is not available on the Flash Voice Mail Light system.

You can store up to 100 telephone numbers in the Dialing Table. Numbers may correspond to a unique telephone number or a range of numbers. For example: if you enter a unique number such as 4165960196, Flash would only route an incoming call to this number to a specific destination. However, if you make 416 a table entry, all incoming calls with this prefix would be routed to a specific extension.

Flash automatically sorts the telephone numbers in numerical order, from the longest number to the shortest. For example:

Table entries Incoming call examples

313 destination 1 A. Incoming number 3148888 does 4165980196 destination 2 4165983095 destination 3 416598 destination 4 416 destination 5 5198853895 destination 6 519 destination 7

Table 3.3 – Sample Call Identification Dialing Table

not match any destination. B. Incoming number 4165981111

matches destination 4. C. Incoming number 4169998888

matches destination 5. D. Incoming number 5198853895

matches destination 6. E. Incoming number 5198853896

matches destination 7.

For the Call Identification Dialing Table to work, your company must:

• subscribe to the Call Display CMS/CLASS service offered by your local telephone company

• possess the appropriate Norstar hardware (for example: a CI Trunk cartridge)

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3 - 28 Setting up Flash

Setting up a Dialing Table involves:

• entering a telephone number

• assigning a Destination Type such as a Greeting Table, mailbox, extension, CCR Tree or a Point on a Tree

Note: Before assigning a CCR Tree to a Dialing Table, ensure the Tree is enabled. We recommend you set the number of rings before Flash answers to two. This value allows the system enough time to read the call identification information. For more information about setting this value, refer to Assigning the number of rings before Flash answers earlier in this section.

For more information about Dialing Tables, refer to the Flash Program- ming Record, Dialing Tables. The Programming Record provides space to write down all the information required to set up Dialing Tables.

To add or change Dialing Tables:

1. Press

· °

‹

2. Enter <the System Coordinator Mailbox number and password>

3. Press

The display shows:

4. Press

⁄ ⁄

The display shows:

5. Press

ADD

The display shows:

Note: Pressing

CHNG

allows you to change the Dialing Table.

Follow the steps that appear on the display.

6. Enter <the telephone number>

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Setting up Flash 3 - 29

7. Press The display shows:

Note: The maximum number of digits in the telephone number is

11. Each telephone number assigned to a table must be unique. The same telephone number cannot be assigned to a Greeting Table more than once.

8. Press The display shows:

Note: Pressing sion. Pressing to a CCR Tree or to a Point on a CCR Tree. Follow the steps that appear on the display.

9. Enter <the Greeting Table number> Note: The Greeting Table number is 1 or 2.

10. Press The display shows:

TABLE

to assign a number to a Greeting Table.

EXT

allows you to assign a number to an exten-

OTHR

allows you to assign a number to a mailbox,

Repeat steps 5 through 10 for each telephone number required. To end this Flash session, press

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3 - 30 Setting up Flash

Enabling and disabling the General Delivery Mailbox

The default status for the General Delivery Mailbox is enabled. The General Delivery Mailbox can be disabled or enabled as required by your company.

Note: The General Delivery Mailbox cannot be disabled on the Flash Voice Mail Light system.

To assign the General Delivery Mailbox:

1. Press

2. Enter <the System Coordinator Mailbox and password>

3. Press The display shows:

4. Press The display shows:

Note: Press

5. Press

When enabled, callers who reach the General Delivery Mailbox can leave a message. When disabled, callers will hear the Automated Attendant Voice Prompt. At any time, callers can press zero to reach the Operator.

Note: If the Operator is not available, the Automated Attendant Voice Prompt plays. Even if the Voice Mail option is disabled, Flash users may still transfer a call to a mailbox using Feature 980 or Feature 986.

To end this Flash session, press

ƒ · ° ‹

ﬂ

CHNG

to change the Y to

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Setting up Flash 3 - 31

Changing the Flash language availability

When Flash was first installed, the language of the Automated Attendant was set by the installer.

To change the Flash language availability, and the Primary and Alternate Languages:

1. Press

2. Enter <the System Coordinator Mailbox and password>

3. Press The display shows:

4. Press The display shows:

5. Press Note: Pressing

pressing

6. Press The display shows:

7. Press Note: In this example, English is used as the Primary Language

and is abbreviated as

Admin

ƒ · ° ‹

CHNG

changes the N to Y When Y is shown,

CHNG

changes the Y to

CHNG

to select the Alternate Language.

eng

Pressing OK returns the display to the

display prompt.

To end the Flash session, press When the Flash bilingual option is set to No, there is no Alternate

Language capability, and all the Classes of Service are assigned the Primary Language selected. This means a caller who presses · when using the Automated Attendant is told the command is not recognized.

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3 - 32 Setting up Flash

Designating the number of channels for Off-premise Message Notification

When Off-premise Message Notification is being used, you must designate the number of channels available to Flash to place outgoing calls. For Off-premise Message Notification to work, voice channels must be available to Flash. These channels must be assigned.

We recommend outdialing channels not be set to more than half of the total channels available on Flash. A basic Flash system has two channels while an expanded Flash system has four channels.

Note: To determine the number of ports enabled or to increase the number of ports enabled, ask your sales representative. For more information about Off-premise Message Notification, refer to your Flash Reference Guide, Section 4.

To designate the number of channels for outdialing:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

4. Press The display shows:

Note: The number of channels can be a number from 1 to 4. 1 is the default.

5. Press

6. Enter <the number of channels designated for outdialing>

7. Press OK Note: Do not assign all station ports on your system as voice chan-

nels for outdialing. Ensure you reserve enough channels to accommodate incoming calls.

To end the Flash session, press

ﬁ

CHNG

· °

‹

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Setting up Flash 3 - 33

Changing access to the Company Directory

The default for Company Directory access is ON. Access to the Company Directory for all mailbox users can be turned on or off at any time. When it is disabled, callers cannot search the Company Directory.

To enable or disable access to the Company Directory:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

4. Press The display shows:

Note: Press

5. Press The display shows:

Note: Press

To end the Flash session, press

ƒ · ° ‹

›

CHNG

to change the Y to

CHNG

to change the Y to

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3 - 34 Setting up Flash

Flash Set Up and Operation Guide P0908429 01

Page 73

Setting up mailboxes

Introduction

This section describes how you set up Flash mailboxes. Setting up mailboxes involves:

• registering Personal Mailboxes

• recording Information Mailbox messages

• initializing the Special Mailboxes

Registering Personal Mailboxes

Registering a mailbox adds a mailbox number on the Flash system. A Personal Mailbox can be a User, Guest or Information Mailbox. Each mailbox must be assigned a Class of Service that determines special features available to the mailbox.

User Mailboxes

User Mailboxes can be assigned to any user who has an operating Norstar extension. User Mailboxes store the messages for users who are unable to answer their telephone.

When you establish User Mailbox numbers, you should assign the same number as the user’s Norstar extension number.

Guest Mailboxes

Guest Mailboxes are assigned to temporary users who do not have an operating Norstar extension, but require a mailbox. These mailboxes receive and store messages just as the User Mailboxes do.

When you establish Guest Mailboxes, you should assign mailbox numbers beginning with the same number to identify the mailbox type. For example, all Guest Mailboxes could start with the number four.

Information Mailboxes

Information Mailboxes relay important company or department messages to callers. These mailboxes do not have an operating extension. Information Mailboxes should be established as needed or as users request them. When you establish Information Mailboxes, you should assign mailbox numbers beginning with the same number.

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4 - 2 Setting up mailboxes

Class of Service

A Class of Service outlines the special features of a mailbox. A mailbox cannot be added without a Class of Service. Table 4.1 shows the Flash Class of Service values. There are eight Class of Services that specify:

• Prompt language Flash is available with two languages. When this feature is designated as Yes (Y), Classes of Service 1, 3, 5, and 7 use the Primary Language, and Classes of Service 2, 4, 6, and 8 use the Alternate Language.

• Mailbox message time This establishes the total message time available to a mailbox. The maximum message time is 20 minutes.

• Message length This establishes the maximum length of an incoming message. The message length ranges from two to seven minutes.

• Message retention period This establishes the amount of time messages are saved in a mailbox. The message retention period ranges from seven days to indefinite.

• Personal greeting This establishes whether a mailbox owner is able to record personal primary and alternate greetings.

• Greeting length This establishes the length of a recorded mailbox greeting. A mailbox greeting length ranges from one to 10 minutes.

• Off-premise Message Notification This allows messages to be directed to another Norstar extension, any telephone number, or to a pager.

Note: Any Norstar dialing restrictions applied to Flash Ports or Lines will apply to Off-premise Notification.

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Setting up mailboxes 4 - 3

• Group Lists This establishes whether a mailbox can be assigned to a Group List.

• Retry interval This establishes the amount of time between attempts to notify the recipient of a new or urgent message. The retry interval ranges from five to 30 minutes.

• Number of attempts This establishes how many attempts Flash will make to notify the recipient of a new or urgent message. The number of attempts value ranges from three to nine.

Class of Service values: 1 2 3 4 5 6 7 8

Prompt language P A P A P A P A Mailbox message time (in

minutes) Message length (in

minutes) Message retention period

(in days) Personal greeting Y Y Y Y Y Y Y Y Greeting length (in

minutes) Group Lists Y Y Y Y Y Y Y Y Off-premise Message

Notification Retry intervals (in minutes) 5 5 10 10 n/a n/a 30 30

Number of attempts 3 3 5 5 n/a n/a 9 9

15 15 15 15 5 5 20 20

3 3 7 7 3 3 2 2

30 30 0 0 7 7 15 15

1 1 1 1 1 1 10 10

Y Y Y Y N N Y Y

Table 4.1 – Class of Service summary 0 = indefinite retention, P = Primary Language, A = Alternate Language

Note: Flash stores 90 minutes of message time on a Voice Mail Light system and on a basic system. Flash stores 180 minutes on an expanded system. The Class of Service determines how the available message time is distributed between mailboxes.

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4 - 4 Setting up mailboxes

Mailbox Overrides

Mailbox Overrides allow you to change the default for optional parameters. Mailbox Overrides include:

• Include in Company Directory This includes the mailbox number and owner’s name in the Company Directory.

• Message Waiting Notification This provides a mailbox owner with a message notification “

Message for you

• Outdial route This determines which line or line pool the system uses when a mailbox owner replies to a message left by an external caller.

Before you register the mailboxes

Before you begin adding mailboxes, ensure you have completed the Mailboxes section of the Flash Programming Record. When you register User Mailboxes, we recommend using mailbox numbers that are the same as the DNs currently used in your company. For example, DN 27 would have a mailbox number assigned as 27.

” display prompt.

When you are registering Guest or Information Mailboxes, we recommend you select a leading digit different from the User Mailboxes. This will help you identify the mailbox type. For example, all Guest Mailboxes could have a leading digit of four, and all Information Mailboxes could have a leading digit of three.

When you are completing the Mailboxes list, you need to determine:

• Class of Service

• Company Directory option

• Message Waiting Notification

• Outdial route

The Company Directory option and Message Waiting Notification are not included in a Class of Service. When you add a mailbox, you can override these options.

The Company Directory option defaults to Yes. When the Company Directory option is No, a mailbox owner’s name is not included in the Company Directory and a mailbox owner cannot be selected from the Company Directory. This means the mailbox is not included in the

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Setting up mailboxes 4 - 5

Directory Report. Even though the Company Directory name is not included, the mailbox owner must still record their name when initializing a mailbox.

The Message Waiting Notification defaults to YES. This means Flash will leave a “ display. When the Message Waiting Notification is changed to No, Flash does not leave a “

When you add Guest Mailboxes, the Message Waiting Notification must be set to No. When you add a Guest Mailbox to single line telephone set, the Message Notification must be set to No at the ATA. Single-line telephone sets do not have a display. These mailboxes do not have an operating Norstar extension.

The default for Outdial route is none. A mailbox owner cannot use the Reply Feature to reply to an external call until you assign a line or line pool as the Outdial route for a mailbox.

Important: When assigning an Outdial route, all dialing is done by the DN to which Flash is connected NOT by the Norstar telephone. This means that any dialing restrictions applied to the Norstar telephone set will NOT apply. If you wish to restrict outdialing of certain telephone numbers you must do one of the following:

Message for you

” notification on a Norstar telephone

” notification.

• Assign the dialing restrictions to the Norstar DN(s) to which Flash is connected. This restricts all outdialing calls.

• Assign the dialing restrictions to the Norstar Line(s) being used for outdialing.

• Do not assign a line for outdialing.

Options one and two are programmed through Norstar programming. Refer to your Norstar System documentation for additional information. Option three is programmed through Mailbox administration.

Flash can store 12 mailboxes on a Voice Mail Light system, 24 mailboxes on a basic system and 48 mailboxes on an expanded system. This number includes Special, Personal and Information Mailboxes.

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4 - 6 Setting up mailboxes

Both Guest and Information Mailboxes can be included on your mailbox list. The extension of a Guest and Information Mailbox appears as a blank on the Flash Directory Report.

Mailbox Number

21 21 01 Harper,D Yes Yes Line 01 23 23 02 Franco,M No Yes Pool 01 24 24 01 Kosten,B Yes Yes Line 03 40 01 Guest,A Yes No Pool 02 30 08 Sales Info Yes No None

Table 4.2 – Sample mailbox number list

Ext Class

of Service

Name Company

Directory Yes or No

Message Waiting Yes or No

Outdial Route

Note: When adding Information Mailboxes, you should assign a Class

of Service that has the maximum message length. To accommodate an average Information Mailbox recorded message, you should assign a Class of Service between 7 and 8. These Class of Service values offer a message length of seven minutes.

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Setting up mailboxes 4 - 7

Adding mailboxes

New mailboxes can be added to Flash whenever they are required. Before you add a new mailbox, ensure that you have all the necessary mailbox information. You should complete Mailboxes outlining the:

• new mailbox number

• extension number

• mailbox owner’s name (last name and first initial)

• Class of Service

• Company Directory, Message Waiting, and Outdial Overrides

Note: Refer to your Flash Programming Record, Mailboxes. To add a mailbox:

1. Press The display shows:

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

4. Press The display shows:

5. Press The display shows:

6. Enter <the mailbox number> The display shows:

7. Enter <the extension number> The display shows:

8. Enter <a Class of Service from 1 to 8> The display shows:

MBOX

ADD

· °

‹

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4 - 8 Setting up mailboxes

9. Enter <the mailbox owner’s last name and first name initial> Important: This is a maximum 16-character field. To enter a name,

you must press the number on the dialpad associated with the letter you want. The letters appear on the display in the order that they appear on the dialpad button. To select the next letter on a button, press the button again. To advance one space, press £ To backspace, press

BKSP

A comma must be entered to separate

the last name from the first initial. To enter a comma, press

£ £

10. Press

The display shows:

11. Press This is a Directory Override. Pressing

YES

means the mailbox

owner’s name always plays in the Company Directory. The display shows:

12. Press

YES

This establishes whether a message notification appears on the Norstar display. When a Guest Mailbox is added, this should be set to NO.

The display shows:

13. Press Note: Press

LINE

or ⁄ to select a specific outgoing line.

POOL

for Flash to select a line within a line pool.

Refer to Section 10 for important information on call restrictions.

14. Enter <the Line or Pool number>

15. Press OK or

The display shows:

16. Press OK or

The display shows:

Repeat steps 5 through 15 to add another mailbox. To end this Flash session, press ®

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Setting up mailboxes 4 - 9

Guest Mailboxes

Guest Mailboxes can be used to provide a temporary employee with Flash services, allow client access to internal messaging and call routing, or they can be used to allow customers to make telephone orders.

Depending on your business, you might decide to use Guest Mailboxes for:

• personal catalog shopping orders

• listing classes or seminars and providing callers with the ability to register by telephone

• providing frequent customers access to Flash services

Guest Mailboxes can also be used for making customer reservations, and even reserving a tee-off time for a game of golf. How you decide to use a Guest Mailbox is as limitless as your imagination.

Setting up a Guest Mailbox for any of the above suggestions is easy. Example 1 suggests how you could set up a Guest Mailbox for an announcement and order-taking capability. When you are providing services that allow a customer to call into a mailbox, you record the mailbox number in the Company Greeting. This allows a caller to transfer directly to the mailbox.

Example 1 - Announcing courses and seminars (telephone registration)

To use a Guest Mailbox to provide telephone registration, you first need to determine a telephone number. The mailbox number you assign does not have a working Norstar extension number. Next, you must determine what the Mailbox Greeting will say. For example:

“This month we are pleased to provide the following courses: Jazz Dancing Made Easy, Intermediate Jazz Dancing, Warming Up for that Big Performance, and Beginners’ Ballet. If you are interested in any of these courses, please leave your name and telephone number after the tone. One of our instructors will contact you with more information.”

Note: You can even include the time and date the classes are being offered. This example is applicable to Guest Mailboxes being used for taking orders.

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4 - 10 Setting up mailboxes

After you have determined what the announcement will say, you must record a Company Greeting to inform callers this mailbox is available. For example:

“Good Morning. This is On Your Toes Dance School. To reach the dance studio, press 46. To register for our fall classes, press 28. To reach our receptionist, press 0.”

Note: The extension number 46 in this example is an operating Norstar extension. If this extension has a mailbox, it would be added in the same way that a Personal User Mailbox is added.

The last thing you must do is determine a Class of Service. When you assign a Class of Service for a Guest Mailbox being used as an order mailbox, you should choose one that allows for the maximum mailbox greeting recording and message time available. In the example shown here, a Class of Service of 7 or 8 would be appropriate. Refer to Class of Service values in Figure 4.1 earlier in this section.

Adding Guest Mailboxes

Guest Mailboxes are added to Flash for mailbox owners using Flash services without an extension.

To add a Guest Mailbox:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

4. Press The display shows:

5. Press The display shows:

6. Enter <the Guest Mailbox number> The display shows:

Flash Set Up and Operation Guide P0908429 01

ƒ · ° ‹

MBOX

ADD

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Setting up mailboxes 4 - 11

7. Press

•

The display shows:

8. Enter <a Class of Service from 1 to 8> The display shows:

9. Enter <the mailbox name> Important: This is a maximum 16-character field. To enter a name,

you must press the number on the dialpad associated with the letter you want. The letters appear on the display in the order that they appear on the dialpad button. To advance one space, press

To backspace, press

the last name. To enter a comma, press

10. Press

A comma must be entered after

BKSP

££

The display shows:

11. Press This is a Directory Override. Pressing

YES

means the mailbox owner’s name is always played in the Company Directory. Pressing NO means a mailbox owner’s name does not play in the Company Directory.

The display shows:

12. Press

The display shows:

13. Press

•

The display shows:

Repeat steps 5 through 13 to add another Guest Mailbox. To end this Flash session, press ®

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4 - 12 Setting up mailboxes

Information Mailboxes

Information Mailboxes are registered by the System Coordinator, and are either maintained by you or a Flash user. Information Mailboxes can be used to:

• announce sales

• provide product lists

• announce special events

Note: A caller is automatically disconnected after listening to an information message. Information Mailbox Greetings can be recorded by you or by the user assigned the Information Mailbox. For more information about recording Information Greetings, refer to the Flash Refer- ence Guide. For information about the CCR Information Mailbox, refer to Section 7: Custom Call Routing (CCR).

You must make sure the Information Mailboxes are accessible to outside callers. You can make callers aware of your company’s Information Mailboxes if you:

• Advertise the Automated Attendant main number, and record a Company Greeting informing the caller of all the Information Mailbox services. You can also provide a list of your company’s Information Mailboxes in brochures and telephone directory advertising.

Recording Information Mailboxes in the Company Greeting is

useful only when your company has a small number of Information Mailboxes, for example three or four. If you record too many, callers might forget the mailbox numbers and become frustrated.

• Assign the Operator as the Transfer Point for all Information Mailbox inquiries. In this case, you would record a statement in the Company Greeting that tells a caller to press zero to reach company information. For example:

Good Afternoon. This is On Your Toes Dance Studio. To reach

“

our studio, press 46. To listen to one of our special announcements, press [0] to reach the Operator.

When a caller presses zero, the Operator provides a list of the

Information Mailboxes and transfers the caller accordingly. When the Operator is not available, the Automated Attendant

Voice Prompt plays.

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”

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Setting up mailboxes 4 - 13

Adding Information Mailboxes

Before you can add an Information Mailbox, you must determine a Class of Service. The Class of Service must have an adequate message length available to accommodate an Information Greeting. A Class of Service of 7 or 8 is appropriate for most Information Mailboxes. These Class of Services allow 10 minutes for a recorded greeting.

When you establish Information Mailboxes, we recommend you assign mailbox numbers beginning with the same number. This helps you identify the mailbox type.

To add an Information Mailbox:

1. Press

2. Enter <the System Coordinator Mailbox number and password>

3. Press The display shows:

4. Press The display shows:

5. Press The display shows:

6. Press

7. Enter <the Information Mailbox number>

8. Enter <a Class of Service from 1 to 8> The display shows:

9. Enter <the mailbox name>

10. Press The display shows:

11. Press This is a Directory Override. Pressing

Mailbox is always played in the Company Directory. Pressing NO means the mailbox name does not play in the Company Directory.

ƒ · ° ‹

MBOX

⁄

ADD

YES

means the Information

You must repeat steps 6 through 11 to add each Information Mailbox. To end the Flash session, press

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4 - 14 Setting up mailboxes

Special Mailboxes

There are two Special Mailboxes that you use as System Coordinator:

• General Delivery Mailbox number 10

• System Coordinator Mailbox number 12

Note: When the DN length is 2 and the Group List leading digit is 1, the Special Mailboxes default to 20 and 22. For more information about the Flash default values, refer to Appendix B.

The Special Mailboxes are protected by a password that you establish. The password for each mailbox is determined when you initialize the mailbox with Flash. For more information about mailbox passwords, refer to About the passwords later in this section.

The General Delivery Mailbox defaults to Class of Service 1. The System Coordinator Mailbox defaults to a Class of Service 7. The Class of Service can be changed at any time. For more information, refer to

Section 5: Changing mailbox options.

General Delivery Mailbox

The General Delivery Mailbox is used to store messages from callers when the Operator is not available, when Personal Mailboxes are full, or from callers using a rotary dial telephone. The General Delivery Mailbox has a default greeting, but you can replace this greeting with one you record. For more information, refer to Recording a Special Mailbox Greeting later in this section.

Messages left in the General Delivery Mailbox must be forwarded to the appropriate mailbox. Only the System Coordinator, Receptionist, or Designated Operator can access the messages in the General Delivery Mailbox.

Note: We recommend assigning the Flash Designated Operator the General Delivery Mailbox number. For more information, refer to Setting up the operator’s mailbox later in this section.

The General Delivery Mailbox can be disabled if your company does not require the service of this Special Mailbox. For more information, refer to Section 3: Enabling and disabling the General Delivery Mailbox.

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Setting up mailboxes 4 - 15

Note: The General Delivery Mailbox cannot be disabled on the Flash

Voice Mail Light system.

System Coordinator Mailbox

The System Coordinator Mailbox is the only mailbox able to send Broadcast Messages. Only the System Coordinator is able to access this mailbox. As System Coordinator, make sure you listen to any messages sent to you in the System Coordinator Mailbox.

The System Coordinator Mailbox must be initialized before it can be used by your colleagues. Refer to Initializing the Special Mailboxes later in this section.

Note: The mailbox numbers used in this guide for the Special Mailboxes are the Flash default mailbox numbers based on a two-digit DN length. The mailbox number length is determined in the initial system set up. Mailbox numbers can range from two to seven digits. For more information about the Flash defaults, refer to Appendix B.

About the passwords

Each mailbox registered with Flash is protected by a password established by the mailbox owner. When you add a mailbox to Flash, the password 0000 is automatically assigned. This is called the default password.

To use a mailbox, a mailbox owner must change the default password. The new password must be four to eight digits in length.

Note: A mailbox password cannot start with zero. If a mailbox owner cannot remember the password, you can reset the

password to the default password 0000. Refer to Section 5: Changing mailbox options.

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4 - 16 Setting up mailboxes

Recording the mailbox in the Company Directory

The Company Directory stores a list of mailbox owners in your company. Before a mailbox can receive messages, the mailbox owner’s name must be recorded in the Company Directory. Whether a mailbox appears in the Directory is determined by the Company Directory override established by the System Coordinator.

Initializing the Special Mailboxes

Before any Flash Mailbox can be used, it must be initialized. The steps for initializing Special Mailboxes and Personal Mailboxes are the same. Initializing a mailbox involves:

• changing the default password

• recording the mailbox name in the Company Directory

• recording and selecting a mailbox greeting

The General Delivery Mailbox can receive messages before it is initialized, but it must be initialized before you can retrieve any messages.

Before you begin, decide what passwords you want to use to open the mailboxes. Remember, the passwords must be four to eight digits in length and cannot start with zero. Make sure you write down and keep the passwords in a safe place. The General Delivery Mailbox password should be given to your receptionist or Designated Operator.

To initialize the mailboxes:

1. Press The display shows:

2. Enter <the mailbox number and the default password 0000>

3. Press The display shows:

4. Enter <the new password>

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· °

⁄

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Setting up mailboxes 4 - 17

Note: The password must be four to eight digits long. A password

cannot start with zero.

5. Press The display shows:

6. Press The display shows:

The display changes to:

7. At the sound of the tone, record your name. Note: When recording a mailbox name in the Company Directory,

you should also include the extension number. Remember to speak slowly and clearly, at a pace that is easy to understand.

8. Press OK to end the recording. The display shows:

YES

9. To accept the recording, press Note: If the recording is not acceptable, press

returned to the Company Directory name.

When you have completed recording the Company Directory name, you are returned to the mailbox’s administration display prompt. You are now ready to record the mailbox greeting.

You must repeat steps 1 through 9 to initialize each Special Mailbox. To end this Flash session, press

P0908429 01 Flash Set Up and Operation Guide

Record name

RETRY

You are

display where you can rerecord the

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4 - 18 Setting up mailboxes

Recording a Special Mailbox Greeting

You must record a greeting for each Special Mailbox. Your greetings should describe which mailbox has been reached and tell callers how to leave a message. For example, you might record your General Delivery Mailbox Greeting to say:

“

Hello. You have reached Bridge Stone’s General Delivery Mailbox. At the sound of the tone, please leave the name of the person you are calling and your message. Your message will be returned as soon as possible.

Before you record the Special Mailbox Greetings, prepare a greeting for each mailbox. Include the Special Mailbox name in your greeting. Remember to speak clearly and at a pace that is easy to understand.

To record a Special Mailbox Greeting:

”

1. Press

· °

⁄

The display shows:

Note: Unless you have assigned an extension to the Special Mailboxes, the prompt appears, press

Log:

display prompt always appears. If the

OTHR

2. Enter <the Special Mailbox number and password>

3. Press

The display shows:

4. Press

ADMIN

The display shows:

5. Press

GREET

The display shows:

Pswd:

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Setting up mailboxes 4 - 19

6. Press

The display shows:

7. Press

Note: Press on recording Personalized Greetings, refer to the Flash Refer- ence Guide.

The display shows:

The display changes to show:

8. Press

The display shows:

9. At the tone, record your greeting.

10. Press OK to end your recording.

RECORD

PRIME

YES

ALT

to record your Alternate Greeting. For information

The display shows:

11. Press OK to accept the greeting.

If for some reason you are not satisfied with this greeting, press

RETRY

and rerecord the greeting.

For each Special Mailbox Greeting, follow steps 1 through 11. To end this Flash session, press

Note: Pressing • backs up the display to the previous display prompt. Note: After the Primary and Alternate Greetings are recorded, you must

select a greeting to play. Refer to Selecting a Special Mailbox Greeting later in this section. If you do not select a greeting to play, the

Primary Greeting plays automatically.

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4 - 20 Setting up mailboxes

Selecting a Special Mailbox Greeting

For a Primary or Alternate Greeting to play, you must select a greeting. If you do not choose a greeting, the Primary Greeting will automatically play. If you choose the Alternate Greeting, remember to change back to the Primary Greeting at the appropriate time.

To choose a Primary or Alternate Greeting:

1. Press

The display shows:

Note: Unless you have assigned an extension to the Special Mailboxes, the prompt appears, press

2. Enter <the Special Mailbox number and password>

3. Press

The display shows:

4. Press

The display shows:

5. Press

The display shows:

6. Press

The display shows:

7. Select the greeting you want played.

Note: If you select a greeting that is not yet recorded, you are transferred back to the Greeting option display to record the greeting.

ƒ · ° ⁄

Log:

display prompt always appears. If the

OTHR

ADMIN

GREET

CHOOSE

Pswd:

To end this Flash session, press The Special Mailbox Greetings are now selected and will play each time

a caller reaches a Special Mailbox. If you have selected an Alternate Mailbox Greeting for a Special Mailbox, remember to select the Primary Greeting when the situation changes.

Note: The procedure for selecting a Personal Mailbox Greeting is the same as for selecting a Special Mailbox Greeting.

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Setting up mailboxes 4 - 21

Setting up the Operator’s Mailbox

When the Operator is not available, all calls that request the Operator are transferred to the General Delivery Mailbox. Your company’s Designated Flash Operator should be assigned the General Delivery Mailbox number.

To change the mailbox extension number:

1. Press

The display shows:

2. Enter <the System Coordinator Mailbox number and password>

3. Press

The display shows:

4. Press

The display shows:

5. Press

The display shows:

6. Enter <the General Delivery Mailbox number>

The display shows:

7. Press

The display shows:

ƒ · ° ‹

MBOX

CHNG

8. Press

The display shows:

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CHNG

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4 - 22 Setting up mailboxes

9. Enter <the Designated Operator’s extension number>

The display changes to show:

Note: The extension number shown in step 9 is only an example. The extension number can be any operating extension on your Norstar Business Communication System that is not already assigned to a mailbox.

To end this Flash session, press

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Administering the mailboxes

Introduction

This section describes the steps for administering the Flash mailboxes. Mailbox administration involves:

• listening to messages left in the Special Mailboxes

• routing messages left in the General Delivery Mailbox

• replying to messages left in the Special Mailboxes

• adding, changing, and deleting Personal Mailboxes

• resetting mailbox passwords

Note: If you lose the System Coordinator’s password, it can be reset. Refer to Section 10: A mailbox owner lost the mailbox password.

The Special Mailboxes

There are two Special Mailboxes: System Coordinator and General Delivery. Special Mailbox administration involves listening to messages, attending to each message, and then deleting the message. It is important that messages left in the Special Mailboxes are attended to daily.

When a message is left in the General Delivery Mailbox for a mailbox owner, you can send the message from the General Delivery Mailbox to the owner’s mailbox.

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5 - 2 Administering the mailboxes

Opening the Special Mailboxes

To open a Special Mailbox, you need the Special Mailbox password. The default System Coordinator Mailbox number is 12 and the default General Delivery Mailbox number is 10. The default password for both is 0000.

To open and listen to messages left in a Special Mailbox:

1. Press

The display shows: Note: Unless you have assigned an extension to the Special Mail-

boxes, the prompt appears, press

2. Enter <the Special Mailbox number and password>

3. Press

The display shows:

4. Press

5. The first message in the mailbox is played. After the message

plays, the display shows:

Note: If the message is left by someone in your company who does not have an extension or mailbox, the option display line shows:

COPY ERASE NEXT

After a message has played you can:

• Press ﬂ or £ or

• Press · or

• Press ° or

• Press ⁄ to replay the message

• Press › to listen to the previous message

• Press ﬁ to forward a copy of the message

• Press ‡ to listen to the message date/time stamp

• Press

When you have listened to all the messages, press ® to end the session.

ƒ · ° ⁄

Log:

display prompt always appears. If the

OTHR

PLAY

to reply to the message sender

ERASE

to erase the message

‡ ‡

to save the message

Pswd:

to listen to the next message

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Administering the mailboxes 5 - 3

Listening to messages left in Special Mailboxes

Messages left in the Special Mailboxes should be listened to daily. When you have attended to the message, delete the message from the mailbox. This saves message space.

Volume control

This option adjusts the volume of a message. The volume increases each time you press • After three consecutive presses, the volume returns to the lowest level. This option is not shown on the display.

Note: Volume control does not apply to system prompts. The system prompts play at the preset volume.

Delivery Options

When leaving a message in a mailbox, Flash provides you with four Delivery Options: Certified, Urgent, Private, and Normal. The Certified Delivery Option notifies you that your message has been received and read. The Urgent Delivery Option ensures a message plays before other messages in a mailbox. The Private Delivery Option prevents a message from being forwarded to another mailbox.

Note: The Certified Delivery Option is not available for callers leaving messages in a mailbox from an outside line.

Copying a message to a Flash mailbox

You can use the Mailboxes or any Personal Mailbox to any mailbox owner with an initialized mailbox.

When a message is left by someone in your company who does not have a mailbox, the display line options always show the When a message is left by an internal caller who has a mailbox initialized with Flash, the display line options always show the Feature. The display also shows external caller and your company subscribes to Calling Line Identification (CLID) services. If your company does not subscribe to CLID, the display line options show the

To send a copy of a message to a mailbox owner, you must open the mailbox and listen to the message. After the message has played:

1. Press

The display shows: Note: If the display does not show the

P0908429 01 Flash Set Up and Operation Guide

COPY

Feature to copy a message left in the Special

COPY

if a message is left by an

COPY

feature.

COPY

option, press

Feature.

ﬁ

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5 - 4 Administering the mailboxes

2. Press

introduction. Note: To copy the message without an introduction, press NO The

display changes to show: Important: The introduction to a message must be more than

three seconds long.

3. Press

The display shows: Note: To listen to your introduction before you send the message,

press

RETRY

4. Press

The display shows:

5. Enter <the mailbox number that is to receive the message>

Press The display shows:

Note: To deliver your introduction and message without using the Delivery Options, press

YES

At the sound of the tone, record the message

Mbox:

PLAY

If you want to record the introduction again, press

SEND

DIR

to use the Company Directory.

SEND

6. Press

The display shows: To mark a message Certified, press

Urgent, press To send the message, press

Options, or return to the options menu, press

7. Press

The display shows: The display changes to show: Note: Press

mailbox.

To end this Flash session, press

Flash Set Up and Operation Guide P0908429 01

OPTS

SEND

CERT

To mark a message

URGENT

MBOX

To mark a message Private, press

SEND

or £ To cancel Delivery

•

to forward a copy of this message to another

PRIV

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Administering the mailboxes 5 - 5

Replying to a message

When a message is left in a Special Mailbox or any Personal Mailbox and the message is sent by a mailbox owner, you can use the reply option to respond to the message. You can reply by calling the message sender, or by sending your own message to the message sender.

If your company subscribes to Calling Line Identification, the Reply Option can also be used for external calls.

Calling an internal message sender

To reply to a message by calling the message sender, you must first open the mailbox and listen to the message. After the message has played:

1. Press

The display shows:

2. To call the message sender, press

Note: To call a message sender, they must have a registered Flash mailbox and an operating Norstar extension. After you press

CALL

Calling an external message sender

Before you can reply to an external caller, your mailbox must have an Outdial route assigned. To reply to an external message, you must first open the mailbox and listen to the message. After the message plays:

1. Press

The display shows:

2. To call the message sender, press

Note: Press caller’s telephone number. If you want to add more digits to the beginning of the telephone number, simply press the digit required. For example, if you want to put 1 in front of the number, press 1 and the number would become 1-291-7777.

After you call the message sender, this Flash session ends. To continue listening to messages left in the Special Mailboxes, you must open the Special Mailbox using the Open Mailbox Feature Code. Refer to Opening the Special Mailboxes earlier in this section.

CALL

you are transferred to the message sender’s extension.

DIAL

TRIM

to remove digits from the beginning of the

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5 - 6 Administering the mailboxes

Replying to messages in the General Delivery Mailbox

When you are listening to messages left in the General Delivery Mailbox, you can forward or copy the message to another mailbox. When you forward the message, you can record a message introduction that includes the date and time the message was left. To find the date and time, press ‡ while the message is playing or after you have finished listening to the message.

Replying by sending a message

To reply to a message sender with a message, you must open the mailbox using the Open Mailbox Feature Code and listen to the message. After the message has played:

1. Press

The display shows:

2. Press

3. At the tone, record your message reply.

4. Press OK to end your recording.

The display shows: Note: To listen to your message before sending it, press

record your message again, press

5. Press OK to accept your recording.

The display shows:

6. Press

The display shows:

To mark a message Certified, press press Delivery Options, or return to the Options Menu, press • then to send the message, press

After the message is marked with a Delivery Option, you can mark the message with a second option or press show:

MSG

OPTS

URGENT

To mark a message Private, press

Msg delivered

RETRY

CERT

To mark a message Urgent,

PRIV

To cancel

SEND

The display changes to

PLAY

To end this Flash session, press

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