Mitel 2700-1398-B1 User Manual

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Mitel NuPoint Messenger Technical Documentation - Release 7.0

Reference and Configuration Manual

Volume 1, Reference Information

2700-1398-B1, Issue 2

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About This Manual

This manual describes how to configure the NuPoint Voice™ software in any of these NuPoint Messenger™ servers:

• Model 640

• Model 120

• Model 70

Who Should Read This Manual

This manual is intended for technicians and administrators who are respon sible for configuring software on the NuPoint Messenger system.

How to Use This Manual

This manual contains two volumes. Volume 1 includes reference chapters and a glossary. Volume 2 includes tasks lists, procedures, and user aids, such as worksheets an d menu maps.

Reference Chapters

The reference chapters, 1 through 12, located in Volume 1, provide details about the NuPoint Messenger software configuration. These chapters discuss how compone nts are related, elaborate on concepts, give operational details, and contain tables and figures about configuration. The preparing for a NuPoint Messenger server installation. The your system) provides installation procedures.

System Implementation Guide

gives suggestions and recommendations on

Installation and Service Manual

(for

Task List

Task lists appear in Volume 2. To use a task list, start with a principal task (shown in boldface) to configure a new system. Each task listed is described in more detail in a procedure. If you want to perform other tasks on a system that is already configured, look up the task you want to perform in the task list.

Procedures

Each reference chapter in Volume 1 contains a list, by title and number, of related Procedures (CPs). The collection of those configuration CPs follows the task lists in Volume 2; the number of a CP does not indicate a sequence of performance. Follow the steps in the CPs to accomplish desired tasks. A reference list in each CP contains pointers to supplemental information, such as other procedures, other manuals, menu maps, and so forth.

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Worksheets

Volume 1 includes information about completing worksheets, which helps you perform procedures. Volume 2 includes blank worksheets. You many need to complete a worksheet before you begin performing the steps in a CP.

Navigation Aids

Volume 1 contains a glossary of NuPoint Messenger, telecommunications and telephony terms. Volume 2 contains menu maps, or “road maps,” which help you reach a menu or see which task to perform next.

Which Document Do I Use?

Topics listed below are described in NuPoint Messenger documents, as indicated. This table lists documents for the base hardware and software only, not optional features.

Topics

Activating an inactive configuration

Administration by Phone Billing Call placement Card configuration Card replacement Defining a line group Diagnostics DID NuPoint Voice™

application Disk replacement

Distribution lists

Notice to

Installer

Installation and Service

Manual

Technical

Reference

Manual

Reference

and

Confi

uration

Manual

Diagnostics

Manual

(Model 640

only)

√

√ √

√

Duplicating a configuration Error Log messages Event Recorder messages FCOSs and feature bits Floppy backup and restore FPSA GCOSs and groups Glossary

√

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Greetings Hardware changes Hardware descriptions Installation procedures LCOSs and limits Mailboxes Message delivery Message waiting lights Paging Passcode - mailbox Password - console Phoneline exceptions Power information Prompts RCOSs (NPA/NXX) Release Notes

√

√ √

√

√ √

√

√ √

√

Repairing a server Replacing a server Reports Resource Manager Service procedures Site preparation System administration System maintenance System security System verify Testing a configuration Troubleshooting Updating Upgrading Verifying configuration

parameters

√

√ √

√

√ √

√

NuPoint Voice application

√

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What If Information Is Missing?

If information you need is not available in the documents listed above, go to these documents:

Release Notes

•

• Other documents, as applicable

How Do I Obtain the Documents I Need?

To obtain other documents, contact your distributor.

Conventions Used in This Manual

The procedures, located in Volume 2, use certain conventions to describe how you enter configuration data and to indicate information displayed at the server maintenance console.

Press Enter Press the Enter key. For example, “Press Enter if the current number is

correct.” On some keyboards, this key is labeled “Return” or has a return arrow.

Enter Type the text shown, then press the Enter key. For example, “Enter the line

number (1-24)” means to type a number from 1 through 24 then press the

Enter key.

bold Words or characters in bold type indicate either a value to be entered by you

exactly as shown or, when used to indicate a variable entry, describe the type of value to be supplied by you.

Note: Unless otherwise stated, press Enter after each response you enter.

User Advisories

Reader advisories are given in this manual as shown below.

Note Information especially useful in relation to this procedure.

CAUTION!

Information that helps you prevent equipment or software damage.

CAUTION!

Information that helps you avoid electrostatic discharge (ESD) damage to the equipment.

WARNING!

Information that helps you prevent an interruption to telecommunications traffic.

WARNING!

A hazard that can cause you personal injury.

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DANGER!

Warns of a condition that could severely injure or kill you.

Before You Start

This manual assumes that you are familiar with using a console and keyboard. This section describes how to use the NuPoint Messenger server effectively.

Console Tips and Techniques

The tips and techniques offered in the following paragraphs can make configuration entry sessions at the NuPoint Messenger server console more productive.

Viewing Menus

• When you finish entering a value for a parameter, the server displays an abbreviated form of the current menu, called the "short menu." To view the complete current menu when a short menu is displayed, press Enter.

• To return to the Main Menu from any NuPoint Voice configuration menu, press X (Exit), until the Main Menu appears.

Accepting Defaults

• To accept a default displayed in a prompt, just press Enter.

• To accept a default displayed in a menu, no action is necessary.

Quitting an Entry Session

You can quit at any point during entry of offline or online parameters and Class of Service menus. Quitting discards all entries you have made and leaves the NuPoint Voice configuration the way it was before you started entering parameters.

To quit from the NuPoint Voice Configuration Offline or Online menu:

Select: (Q) Quit -- Forget Changes

Prompt: Quit and Forget changes? (y/n) =

Response: Y to return to the NuPoint Voice Configuration Main Menu.

Shortcut Commands

You can use the Ctrl (Control) key or the / (slash) key while simultaneously pressing another key to execute shortcut commands at a system maintenance console.

To do this... Type... Activate a timed-out console any key Exit from the offline or online menus, or FCOS, LCOS, GCOS

menus, and save any entries.

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Exit from the offline or online menus, or FCOS, LCOS, GCOS menus, without saving any entries.

Stop scrolling a displayed report. Resume scrolling a displayed report. Return to the NuPoint Voice application when a # prompt is

displayed. Return to the Reports Menu if you paused the display

Q + Y

Ctrl-S Ctrl-Q Ctrl-D or

type exit Q + return or

Esc,Esc + return

Preparing for a Configuration Session

• Before you begin a configuration session, you need the following:

• The

• A NuPoint Messenger server console (video monitor and keyboard) and NuPoint Voice

• At least two telephones for configuration testing

• A blank 3.5-inch diskette on which you can copy your configuration

• Completed worksheets (blank worksheets are included in Volume 2)

Reference and Configuration Manual

module, with power on

1 Using NuPoint Voice Software

The NuPoint Messenger server (the server) is a set of hardware and software used for ada ptive information processing. When you configure your software, you need to choose one or more applications, then configure a number of modifiers common to all of the applications. Each application is discussed in its own chapter. The modifiers are discussed in this chapter and following chapters where applicable. When one of the modifiers operates differently in one application compared to the others, this is highlighted in the application chapter.

“Configuration” is the process of organizing application and modifier data on wo rksheets, then entering the data at a server console. This data is stored in a configuration file on the hard disk, and controls call processing.

Procedures

The following frequently-used procedures do not fit into any one category. You must use them when performing many other procedures that are mentioned elsewhere in this manual. These procedures are located in Volume 2 of this manual.

Procedure Number

Activate the Inactive Configuration CP 7002 Add or Delete Feature Bits CP 5011 Assign an FCOS to a Mailbox CP 5003 Customize an FCOS Copy CP 5007 Define a Line Group CP 5010 Duplicate a Configuration CP 5044 Perform a Floppy Backup CP 5703 Run a System Configuration Report CP 4353

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Verify Configuration Parameters CP 5015

Applications

These are the applications provided with your NuPoint Messenger server. Your server may use one or more of them. Each of these applications must be in a separate telephone lines connected to the server) if you have more than one application running, with the exception of NP Receptionist and NuPoint Agent™.

line group

(a group of

NuPoint Voice Application

This is the basic business application, used for message taking and retrieval. Most of the modifiers discussed later are explained in terms of this application. In addition, many of the modifiers are discussed in some detail in the NuPoint Voice Application chapter.

DID NuPoint Voice Application

Similar to the NuPoint Voice application, but for direct-inward dial telephone lines. The hardware setup is very different, and additional configuration steps are needed.

Pager Application

This application is used for a number of features that place telephone calls out of the server.

Paging

can call a radio pager to let the user know there is a message waiting. The user must call into the server to receive the message. log in and receive a message. Some optional features, such as NuPoint Fax™ and Cut-through Paging, also use this application to place outdials.

Call placement

Message delivery

calls a telephone number to deliver a message.

calls a telephone and allows the user to

Message Waiting Applications

These applications allow a message waiting indicator at users’ phones to signal that a new message has arrived. Typically, these indicators are lights, but this depends on the telephone equipment and switch installed. The software supports 24 ki nds of message waiting indicators.

Optional Features

Optional features are not discussed in this manual. If you purchase them, you will receive the documentation to place in your Optional Features Manual. However, they are configured with many of the same modifiers discussed in this manual. Optional features often purchased are listed below.

• AMIS Analog Network

• NP WakeUp

• NuPoint Agent

• Call Detail Recorder

• NP CSO

• Cut-Through Paging

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• NuPoint Fax

• Integrations

• NP Forms

• NP Net Digital Network

• NP Receptionist

Note: NP Receptionist and NuPoint Agent can work in the same line group as the NuPoint Voice

application, depending on your integrations. Most other optional features use different line groups.

Use by the Hearing Impaired

Almost all the functions and capabilities in a standard NuPoint Messenger server are available to hearing-impaired mailbox owners and callers. NP TDD is an optional feature that you can configure at any NuPoint Messenger server site where a TDD machine is installed.

Modifiers

These characteristics of NuPoint Messenger server software are common to all applications. By configuring the modifiers, the capabilities and behavior of the application can change.

Most modifiers are introduced in the NuPoint Voice Application chapter.

Types of Configuration

The NuPoint Messenger server has two different kinds of configuration, online and offline configuration. This includes setting up line groups. settings that can be modified at any time. However, since many offline and online configuration settings work together, there are two kinds of online configuration as well: the active and the inactive configuration. The any changes you make to it take effect immediately. The configuration that is in reserve, and this option should be used when you also make cha nges in the offline configuration. Then activate the configuration to implement all the changes you made, both online (inactive) and offline.

Offline configuration

active configuration

handles server settings that cannot be changed immediately.

Online configuration

is the online configuration currently in use, and

includes the remainder of server

inactive configuration

is the online

Line Groups

line group

the server hardware. Each application you use must be assigned to its own line group (except for NP Receptionist and NuPoint Agent). Any of the various operations involving outdials can, however, use the same line group assigned to the Pager application. Most of the modifications you may want to make to an application are made to its line group.

is a set of one or more incoming telephone lines, which come into line card ports on

Dialing Plan

To configure each application, you must define its dialing plan, which is the structure of how the mailboxes are numbered. Related features include which key a user presses to speak to a system attendant, or to use call placement.

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Day and Night Hours

This feature of the NuPoint Voice application lets you set the work schedule: both office hours and which days are handled as weekends. This also handles certain situations such as a user wishing to speak to a system attendant.

Mailboxes

Every user of the server needs a mailbox, and all applications require mailboxes. The administrator’s mailbox and attendant’s mailbox are special mailboxes that interact with applications; they are discussed in the NuPoint Voice Application chapter. Other special mailboxes – tree, rotational, and broadcast, for example – are discussed in the Mailboxes chapter. Mailbox features, such as Distribution Lists and receipts, are also discussed in that chapter.

Classes of Service

There are several classes of service, which are groups of characteristics that affect how the server operates. The different classes of service are assigned to each mailbox by the system administrator.

Features Class of Service

The NuPoint Voice software has over two hundred functions or that control how the server can be used. These features are grouped into a set called a Features Class of Service (FCOS), that define who can do what, and how. One FCOS is assigned to each mailbox. FCOSs are explained in the Features Class of Service chapter.

feature bits

that allow users to perform

Limits Class of Service

A Limits Class of Service (LCOS) is a group of limitations on each user, such as length and number of messages. LCOSs also affect how some optional features work. One LCOS is assigned to each mailbox. These are explained in the Other Classes of Service chapter.

Group Class of Service

A Group Class of Service (GCOS) determines which users can send messages or respond to messages from other users. There are two kinds of GCOSs, affinity and bit-mapped. One GCOS is assigned to each mailbox. These are explained in the Other Classes of Service chapter.

Network Class of Service

A Network Class of Service (NCOS) controls users’ network access and is a part of the NP Net Digital Network optional feature. More NCOS information is contained in the

NuPoint Voice NP

Net Optional Feature Manual.

Restriction Class of Service

A Restriction Class of Service (RCOS) is an element of NPA/NXX call screening that restricts mailbox outdials to certain area codes or to certain prefixes within an area code. One RCOS is assigned to each mailbox. These are explained in the Other Classes of Service chapter.

Tenant Class of Service

A Tenant Class of Service (TCOS) is used with the ESMDI “Multi-Tenant” application, to govern

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mailbox interaction between user communities. Refer to the

Integration Manual

for more information.

NuPoint Voice Enhanced SMDI

Billing and Reports

You can generate reports from information on the existing applications and whatever modifications you have put into effect. Billing is an application that collects call and message information so users can be billed for their server usage. Refer to the Billing chapter for information on how to set up billing and different rate structures, and to the Reports chapter for more information on different reports available.

Worksheets

Worksheets are supplied (see Volume 2 of this manual) to help you organize configuration data before you enter it at the NuPoint Messenger server maintenance console. There is a worksheet for each application, for different kinds of mailboxes, and for FCOSs, LCOSs, and GCOSs.

Complete the worksheets for all applications that you wish to add to the configuration before you begin entering data at a server maintenance console. This prevents duplication of line group assignments, and gives an accurate picture of how server reso urces have been divided among the applications. Fields of data on these worksheets are explained in the application chapters that follow.

Optional features are shipped with instructions similar to the worksheet format.

NuPoint Messenger Server Software at a Glance

Figure 1-1 shows how the various parts of NuPoint Messenger server software work together. It illustrates how line groups are made up of phone lines, how each application is assigned one line group, and how modifiers work on all applications. In addition, it shows how mailboxes have a number of different configuration parameters. Finally, it shows how Billing and Reports use all server information.

Figure 1-1 NuPoint Messenger Server Software Overview

2 NuPoint Voice Application

This chapter covers:

• Overview of the NuPoint Voice application

• Default software configuration

• NuPoint Voice Application Worksheet

• Line group definition

• Configuring the application

• Using the NuPoint Voice application

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Overview

The NuPoint Voice application provides voice messaging capability where each server user can have a personal mailbox. It is the standard business application for NuPoint Messenger servers.

The NuPoint Voice application can be used with most Central Offices (COs), PBXs, and with all key systems. Other applications, such as DID NuPoint Voice or the Pager application are

variations

NuPoint Voice application.

Numerous customized integrations, which are also variations of the NuPoint Voice application, are available. These are optional features; they provide message waiting control, and functions such as personal greetings for forwarded calls. See the specific integration documents in the for more information.

To use the NuPoint Voice application on your server, you must perform any necessary system level configuration. System level configuration through the NuPoint Voice application involves two steps: defining the line group, and configuring the application. In the first step, you assign server ports to the NuPoint Voice application. In the second step, you customize the application for your server. Procedures covering these steps are available in Volume 2 of this manual.

Once you have completed the NuPoint Voice configuration, you must activate changes, create mailboxes, record a company greeting, and test the configuration. Procedures covering these steps are listed below.

of the NuPoint Voice application, and are used either together with, or instead of, the

Procedures

You can perform the following procedures with the NuPoint Voice application. These procedures are located in Volume 2 of this manual.

Procedure Number

NuPoint Voice Application Configuration CP 3301 Configure a Dialing Plan CP 5002 Configure for Transfer to a System Attendant CP 5020 Configure for Unaddressed Messages CP 3314 Configure Speech Quality for an Application CP 5053 Configure NP TDD CP 3291 Enable Multiple Messages for Outside Callers CP 5022 Enable the Dial-by-Name Function CP 3309 Prevent Unaddressed Messages CP 5023 Test the NuPoint Voice Application CP 5315

Default Software Configuration

The NuPoint Voice application is the only application that is pre-installed in the factory configuration. To add capabilities, and to meet the requirements of a particular site, you usually must change one or more of the defaults. All of the defaults can be changed at a server maintenance console.

The default configuration has the values shown in Table 2-1.

Table 2-1 NuPoint Voice Application Defaults

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Parameter NuPoint Voice Application

Default

Administrator’s mailbox number 998 Allow dial an extension for callers N Allow dial an extension for users N Allow multiple messages for outside caller Y Answer delay 0 Attendant’s mailbox number 999 Attendant transfer string S+ Dial by name, last name first Y Exact match break Y General greeting mailbox number None Group name None Key 0 for attendant transfer N Line group number 1 Line(s) in group All on server Mailbox dialing plan 3,3,3,3,3,3,3,3,3 Number of names threshold 3 names Passcode length 4 digits min. – 10 digits max. Passcode trip count 5 Passcode trip period 24 hours Pre-company name dial string None Pre-mailbox greeting dial string None Prompts language English Single digit access None Speech quality for messages 18 Speech quality for names and greetings 18 Suppress mailbox number None System attendant’s extension 0 Wait prompt Y Weekend days table DDDDDNN Work day 8 a.m. – 5 p.m.

NuPoint Voice Application Worksheet

Use the NuPoint Voice Application Worksheet (Figure 2-2) to organize the data. The rest of this chapter explains concepts you need to know for completing the worksheet and using it to configure the NuPoint Voice application.

The following paragraphs explain sections of the worksheet. Pre-programmed (default) values are given, where applicable. If you want to use a default value, indicate that fact on the worksheet. Then you do not have to select or enter any information for that parameter during reconfiguration.

Configuration Types

The NuPoint Voice application has two different kinds of configuration, online and offline. The

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NuPoint Voice Application Worksheet is divided into these two types to help you enter settings into the console in the right order.

Offline configuration

up line groups. modified at any time. Many offline and online configuration settings work together, so there are two kinds of online configuration: the active and the inactive configuration.

The

active configuration

to it take effect immediately after exiting the menus. The configuration that is in reserve; changes made to it do not take effect until you perform an additional step. This option should be used when you also make change s in the offline configuration. Then you online (inactive) and offline.

Figure 2-1 shows the relationship between the different configuration types.

handles server settings that cannot be changed immediately, such as setting

Online configuration

is the online configuration currently in use, and any changes you make

activate the configuration

Figure 2-1 Handling Configuration Types

Figure 2-2 Sample NuPoint Voice Application Worksheet

includes the remainder of server settings that can be

inactive configuration

to implement all the changes you made, both

is the online

Defining a Line Group

All NuPoint Messenger server ports (telephone lines) are assigned to line groups. Each line group, in turn, is assigned to a single application, and any programming that is done for that application applies to every port in the line group. The number of ports you assign to each line group depends on how heavy you expect the phone traffic to be for the particular application.

At the PBX or CO level, all telephone lines connected to the ports of an individual line group are typically assigned to a hunt group, ACD group, UCD group, etc. to ensure that incoming calls are answered by the first port that is available for the particular application.

Line Group Number

Each line group is represented by a discrete number. Valid line group numbers are 1 through 24. The preset default for the NuPoint Voice application is 1.

Group Name

The group name identifies the line group’s purpose. For example, a line group co uld be called “Message Center.” There is no default group name.

Line(s) in Group

You identify each line (or port) in a group with three identifiers, which indicate a module, a line card, and a port on a line card. “Module” refers to a CPU, the server’s main processor. Modules are numbered from 1 through 4. Line cards are numbered 0 through 15. Each line card has a number of ports, and you can connect one telephone line to each port. Port numbering also starts at 0 and the upper limit depends on the type of line card you are using. The set of three identifiers (module, line card, and port) is called a “triplet,” and is used in this format:

The default setting has all telephone lines on the server assigned to group 1.

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If you have more than one line in the group, separate the line numbers by commas as you enter them on the worksheet. For example, write 1:0:0,1:0:1,1:1:0 since this is how you must enter them. If you are entering a range of lines, you must use the full triplet on both sides of the range, such as 1:0:0-2:7:2 for everything on module 1, and everything on module 2 up to slot 7, port 2. (You can omit the module number if it is module 1; for example, 0:1-3:7.) For each module, line card, and port,s.here are several valid values. Table 2-2 describes them.

Table 2-2 Module, Line Card, and Port Values and Interpretations

Valid Value Interpretation

Module blank Module 1 number Specified module Line card * All line cards controlled by the specified host number Specified line card Port * All ports on the specified line card(s) number Specified port

As Table 2-2 implies, there are many possible combinations. Table 2-3 shows several examples of valid module, line card, and port combinations and how the server interprets them.

Table 2-3 Module, Line Card, and Port Combinations

Expression Interpretation

1:* All the line cards controlled by module 1 on a multi-

module server; for a single-module server this means all

ports on line card 1 1:2:* All ports controlled by module 1, line card 2 1:0-3:7 Module 1, all ports on line cards 1-3 (assuming 8-port

cards) 2:1:2, 2:2:0-2:3:7 Module 2, line card 1, port 2 plus all ports on line cards

2 and 3 (assuming 8-port cards)

Configuring the Application

Configuring the NuPoint Voice application consists of establishing day and night hours, establishing a mailbox dialing plan, specifying call transfers and the use of attendants, and identifying administrator’s and attendant’s mailboxes.

You must also decide whether to configure other operations such as a wait prompt, the default language for prompts, and passcodes.

Day and Night Hours

The NuPoint Voice application can issue different company greetings for day answering and night/weekend answering. With the NP Receptionist optional feature, the software can treat individual extensions differently when calls are received during night and weekend hours, rather than during normal business hours. The hours that constitute a normal work day, and the days of the week that are considered a weekend, can be customized for the individual installation. The company greeting is the greeting in the administrator’s mailbox.

Day and night hours are scheduled for each line group. If you have different day and night/weekend hours for each line group on the server, the greeting that an outside caller he ars

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depends on the line group used to access the mailbox. Of course, if you don’t record any custom greetings then all callers hear the same default greeting.

Start Time of the Work Day

This is the time for the start of the work day in the format “hh:mm AM (or PM)”; where hh is the hour and mm is the minute. The default start time for the work day is 8 a.m. If neither AM nor PM is specified, the server assumes that the time is AM.

End Time of the Work Day

This is the time for the end of the work day in the format “hh:mm AM (or PM)”; where hh is the hour and mm is the minute. The default end time for the work day is 5 p.m. If neither AM nor PM is specified, the server assumes that the time is PM.

If you want to use the same greeting 24 hours a day, enter “12:00AM” in both Start and End time.

Weekend Days Table

This is a table that tells the NuPoint Voice application when to treat calls that are answered during the work day interval (as specified in the two entries above) as day calls, and when to treat these calls as night/weekend calls. The table starts with Monday. The default value is DDDDDNN, which means that the work days are Monday through Friday, and the weekend days are Saturday and Sunday.

Mailbox Dialing Plan

The mailbox dialing plan is a string of nine elements. The elements in the string define, by position, the number of digits in valid mailbox numbers. The first element shows the number of digits allowed for mailboxes that begin with 1. The next element shows the number of digits allowed for mailboxes that begin with 2, and so on up to mailboxes that begin with 9. Each element is separated by commas.

You must reenter the entire mailbox dialing plan when you change any element.

Valid mailbox numbers can be up to 11 digits long, so valid numeric elements can be 0 (zero) through 11. When an element is zero, no mailboxes beginning with that digit are allowed.

0, 3, 3, 7, 3 3, 3, 3, 10,

For example, if your dialing plan is interprets the string as follows:

Table 2-4 Mailbox Dialing Plan Example (0,3,3,7,3,3,3,3,10)

Digit Element Interpretation

1 0 No mailboxes start with 1. Mailbox numbers 1, 11, 111, and so

on are all invalid. 2 3 Mailboxes starting with 2 are three digits long. Mailbox numbers

2, 22, 2222 are invalid. Mailbox numbers 222 and 246 are valid. 3 3 Mailboxes starting with 3 are three digits long. Mailbox numbers

3, 33, and 3333 are invalid. Mailbox number 333 is valid. 4 7 Mailboxes starting with 4 are seven digits long. Valid mailboxes

are 434-1234 and 499-8765.

the NuPoint Voice application

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5 6 7 8

9 10 Mailbox num bers starting with 9 are ten digits long. Valid

1 0 No mailboxes start with 1. Mailbox numbers 1, 11, 111, and so

3 3 3 3

Mailboxes starting with 5, 6, 7, and 8 are three digits long.

mailbox numbers are 916-456-7777 and 912-456-7777.

on are all invalid.

The default dialing plan is

Other entries allowed in the dialing plan allow other NuPoint Messenger server features. Table 25 lists these entries for your reference.

Table 2-5 Dialing Plan Elements

Element Explanation

0-11 Length of the mailbox. Zero means none may start with this number. V Variable number (1 through 11) of digits; server uses timeout to determine

end of mailbox number M Analog networking (AMIS) mailboxes leading digit A Dial-by-Name (ASCII) leading digit T Call placement leading digit An Networked mailboxes, n = mailbox number length. NV (variable number

length) acceptable Pn Network mailbox prefix used, n = mailbox length including prefix digit

3,3 3,3 3,3 3,3,3

, , ,

meaning all mailboxes have 3 digits.

If the extension numbers at your site use too many starting digits to implement all these capabilities in your dialing plan, you could use the optional star prefix dialing plan, described below.

Optional Star Prefix Dialing Plan

The dialing plan described above tells the NuPoint Voice application how to handle DTMF digits 1 through 9. If you have mailbox numbers and other features that use all ten of these digits, you can implement the optional star prefix dialing plan. This allows additional features using digit entry followed by the star (*) key. You can implement several features with the optional dialing plan, as shown in Table 2-6.

Table 2-6 Optional Star Prefix Dialing Plan Capabilities

Optional Dialing Plan Choices Counterpart in Regular

Dialing Plan

Dial-by-Name A Analog Networking M Networking without prefix N Networking with prefix P Call Placement T

PBX Considerations

A PBX only allows a certain range of extension numbers. Ideally, employees’ mailbox numbers

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should match their extension numbers. This makes it easier for callers to remember the proper mailbox number. If the numbers do not match, and the optional NP Receptionist program is installed, you can program certain conversion factors to allow the NuPoint Voice application to match the extension with the correct mailbox number.

If the company has employees in the field who do not have regular PBX extension numbers, you can give them mailbox numbers that do not fall in the range of allowable PBX extensions, even if there are enough mailbox numbers in this range. You can reserve these extra mailboxes for future expansion of in-house staff. For example, if the PBX allows extensions 200 to 399, you can keep the dialing plan at the default setting of mailboxes 600 through 799.

3,3,3,3 3 3,3 3,3

, , ,

, and assign all field personnel

Dial-by-Name

To configure the Dial-by-Name function, you need to:

• Change the dialing plan to specify a digit for Dial-by-Name.

• Specify the name dialing sequence.

• Set a threshold for playing matching names.

• Specify whether a caller must enter a complete name or just enough letters to get a match.

• Specify whether a caller can press a single digit to reach a mailbox or must enter the entire mailbox number.

• Specify whether a caller hears matched names and mailbox numbers or just the matched names.

• Determine the grouping of access within the Dial-by-Name database (sometimes called “Partitioned Dial-by-Name”). Even though mailbox owners may all be in the same Dial-byName database, they can only reach others in the database who share the same GCOS group (in a bit-mapped GCOS) or affinity group. Refer to the GCOS section in Chapter 8 for more information on GCOSs,

Dialing Plan

In the Dialing Plan Menu, coding a digit with the A element reserves that digit for dialing names.

Name Dialing Sequence

You specify the name dialing sequence with the Last Name First Flag parameter. This parameter determines whether a user’s name must be dialed in the last name-first name sequence or the first name-last name sequence. In most cases, callers need not enter user’s full name. When a caller finishes pressing a series of keys, the NuPoint Messenger server searches a special file for entries that match the series. If it finds more than one match, it plays the names and mailbox numbers of the partial matches. If the server finds a unique match, it plays either the user’s name or personal greeting.

Matching Threshold

Setting a threshold for playing matching names determines the maximum number of name s a nd mailboxes the server plays in response to a partial name match. A partial name match occurs in either of these cases:

• Callers enter some portion, but not all, of a recipient’s name.

• Callers enter a complete name, but the server finds more than one recipient that matches the entry.

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If more than one name is found that matches the name dialed, the server plays the specified number of matching names. A threshold of 3, for example, means that up to three matching names will be recited, even if there are more than three. If the number of names for a partial match is greater than the threshold, the server prompts a caller to continue entering letters.

Exact Match Break

Specifying an exact match break determines how callers can enter the partial name of a user. When “yes” is specified, the caller hears the name and mailbox number play as soon as there is a match. The caller can, however, end a name entry with the pound (#) key; the caller hears whatever names match. When “no” is specified and a caller stops entering letters, the server waits for a time out period before responding; if a caller presses the # key, the server responds immediately. If the server can determine exactly who the intended recipient is, it plays that recipient’s name (and mailbox number if not suppressed). Alternatively, the server plays, for outside callers, that recipient’s personal greeting. If more than one recipient’s name matches the caller’s input, the server plays the names and mailbox numbers of the possible recipients. A caller can interrupt the server during name or greeting play by pressing any key on the telephone keypad.

Single Digit Access

Specifying single digit access means that a caller can enter a single digit to reach a mailbox after matched names have been played, similar to a tree mailbox operation. When single digit access is allowed, a match with the name dialed by a caller causes the server to play a prompt such as:

“There are three entries: Jean Brown, mailbox 4321, press 1; John Brown, mailbox 4222, press 2; Jill Brown, mailbox 4567, press 3. Enter a mailbox number. Press 0 to return to Dial-by-Name.”

The caller can then press the appropriate digit to reach the desired person instead of entering the entire mailbox number.

When no single digit access is allowed, a caller must enter an entire mailbox number to reach a mailbox after matched names have been played. A match with the name dialed by a caller causes the server to play a prompt like the one shown above except that there is no single digit stated. The caller must enter the entire mailbox number.

Suppressing Mailbox Numbers

Suppressing the mailbox number means the server omits the mailbox numbers in the list of names played when there is a match with a dialed name. The default is to include the mailbox number.

Dial-by-Name Database

Each mailbox that can be reached by name must be configured with an FCOS that includes feature bit 92, which places users’ mailbox numbers in the Dial-by-Name database. The server searches this database for entries to match a caller’s input. See the FCOS chapter for more information on this feature bit and how to implement FCOSs.

Even with all the parameters just described set, a mailbox owner’s name can be listed only when the mailbox owner’s name is specified in the mailbox configuration. Once all these requiremen t s are met, the name goes into the database as soon as you exit from the respective configuration menus.

To make sure there is only one mailbox per user’s name, you can print out a phone book for your

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site. This phone book shows the mailbox owners accessible through the Dial-by-Name function and their mailbox numbers.

Same Digit for Dial-by-Name and Mailbox Numbers

Occasionally you may need the same digit for a Dial-by-Name trigger With the optional star prefix dialing plan (described above), the digit specified for Dial-by-Name

not

can still be used for mailbox numbers when the digit is example, that your server has mailboxes beginning with 1 but you also need the digit 1 for Dialby-Name. You can specify 1 as the Dial-by-Name dialing plan digit, which causes the server to prompt the caller to press 1 and * to dial by name.

followed by a star (*). Suppose, for

and

in a mailbox number.

Transfers and Attendants

The NuPoint Voice application allows you to specify dial strings and methods for transferring callers, and to specify the use of a wait prompt. If the NP Receptionist optional feature is installed, you can specify the conditions for a company greeting and mailbox greeting.

Attendant’s Transfer String and System Attendant’s Extension

These two dial strings together describe the steps needed to transfer a call to a live attendant, or other general assistance number. These steps are PBX-dependent, and can be determined by actually transferring a call to the attendant from a station set. Use the dial string characters in Table 2-7.

The attendant’s transfer string contains the coding for all the steps that the PBX must take before dialing the attendant’s extension number. The default attendant’s transfer string is S+ which means “do a switch hook flash, then pause for one second.” This string is also used when transferring a caller to a mailbox attendant’s extension number.

The system attendant’s extension consists of the PBX extension number of the live attendant (or a “must answer” number, with no mailbox), plus coding that describes any subsequent steps necessary to complete the call. Up to 30 characters can be entered in this field.

Table 2-7 Transfer Dial String Characters

Character Explanation

0-9, *, # Keys on a standard pushbutton telephone ( The following digits should be dial pulsed (10 PPS) ) Stop pulsing; resume sending DTMF tones + Pause for one second A-D Fourth column DTMF keys E Go off-hook, wait for dial tone or other steady tone (pager go-ahe ad or

confirmation tone, for example), then do next item in string F Switch hook flash and wait for dial tone G Greet - Wait for a voice or computer tone answer H Hang up (go on-hook) L Answer supervision - Wait for telephony signal from destination. Use only

with trunk (four-wire) connections. N Start a new activity; do not go off-hook O Ring once P Go off-hook, do not wait for dial tone S Switch hook flash, no wait required

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T Go off-hook, wait for dial tone V Voice pager: play the first unplayed message and update mailbox

The default system attendant’s extension number is 0. In addition, the NuPoint Voice application automatically appends an H (hang up) command to the end of the string. This allows the PBX to drop the call if the caller hangs up before the NuPoint Messenger server completes the transfer to the attendant. If your PBX does not allow blind transfers to the attendant, add a G (the code for “wait for a greeting”) to the end of the system attendant’s extension.

If the PBX allows trunk-to-trunk transfer, you can program an off-site system attendant’s extension number.

Each mailbox can be programmed to direct calls to an intermediate attendant when the caller requires assistance. In the absence of an intermediate attendant, calls are routed to the system attendant. Transfer to an attendant can occur in the following situations:

1. When the Key_0 for Attendant Transfer During Greeting parameter is enabled, a caller can press 0 while listening either to the server greeting or to a mailbox greeting. When 0 is pressed during the server greeting, the caller is transferred to the system attendant’s extension. When 0 is pressed during a mailbox greeting, the server first checks the mailbox for the attendant’s extension number; if none is present, the caller is transferred to the system attendant’s extension.

2. While logged in, a mailbox owner can press 0 to be transferred to an attendant, if the mailbox’s FCOS includes feature bit 002 (Can Reach Mailbox Attendant). The server first checks the mailbox for the attendant’s extension number; if none is present, the caller is transferred to the system attendant’s extension. (See the Features Class of Service chapter for more information on FCOSs and feature bits.)

3. If the called party’s mailbox FCOS includes outside caller functions, a caller can press 0, after recording a message, to send the message and transfer to an attendant. If the message is left in the attendant’s mailbox, the caller is always transferred to the system attendant. If the message is left in a personal mailbox, the caller is transferred to the system attendant only if no attendant’s extension number is present in the mailbox.

4. If the attendant’s mailbox has been deleted, or has a Greeting-Onl y FCOS, and the wait prompt is enabled, the outside caller who waits is transferred to the system attendant’s extension.

Key_0 for Attendant Transfer During Greeting

This function designates the 0 key as either an attendant access number or a log in cod e. The default is N, or disabled.

To enable the Key_0 function, you must enter Y. If this function is enabled, be sure to define a suitable system attendant’s extension number and dial string.

When the Key_0 for Attendant Transfer During Greeting parameter is enabled:

• The server allows an outside caller to press the zero key, while either the company greeting or a mailbox greeting is playing, to be transferred to the system attendant’s extension.

• Mailbox owners must log in by pressing the star ( mailbox numbers. The zero key cannot be used to signal a login.

When the Key_0 for Attendant Transfer During Greeting parameter is disabled:

*) key either before or after entering their

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• Mailbox owners can press either the zero or star (*) key, before or after entering their mailbox number, to log in. (The zero option is essential when telephones at the installation-site do not have a * key.)

Automatic access to the attendant on time out (that is, when the caller waits in response to the “Please enter a mailbox number or wait” prompt) can be provided, if necessary, by assigning a Greeting-Only class of service to the attendant’s mailbox. The attendant’s mailbox can then be used only to make messages of the day.

Pre-Company Name Dial String

The NuPoint Voice application outputs this dial string immediately after going off-hook, and be f ore playing the Company Greeting (either the standard “Welcome to the message center” prompt, or the Administrator’s mailbox greeting).

This string is used only if the NP Receptionist (Receptionist) optional feature has been installed

and

on your server, center number. In this situation, an NP Receptionist port may inadvertently be connected to one of the ports that is running the message center application. The pre-company name dial string forces NP Receptionist to drop the call, and instructs the server to wait a designated number of seconds before playing the company greeting.

There is no pre-programmed default.

employees can manually call forward their phones directly to the message

• The pre-company name dial string must include a pound sign (#). You can configure DTMF A (fourth column DTMF key) in place of the pound sign if the PBX recognizes the pound tone as a code for some other function. The port that answers the call issues this tone, which forces NP Receptionist to release the call. Be aware that callers and mailbox owners always hear this dial string when a mailbox is reached through the NuPoint Voice applic ation.

• To give the PBX time to make the connection before the company greeting is played, program a series of plus signs (+++) after the # or A. Each + in the NuPoint Voice application configuration means “wait one second.” To determine how many pluses are needed, forward one station to another station, make a test call to the first station, then count the number of seconds that elapse before the second station rings.

• If the test call showed that it takes two seconds for a forwarded call to connect to the second extension, for example, use “#++” for the pre-company name dial string.

• You can experiment to find the optimum number of seconds to wait for call connection. If the first half of the message center greeting does not play when NP Receptionist calls are forwarded, add more pluses to the string. If there is a long silence before the greeting is played, delete pluses from the string.

Pre-Mailbox Greeting Dial String

The NuPoint Voice application outputs this dial string immediately after receiving a valid mailbox number, and before playing the mailbox’s greeting.

This string is used only if 1) the NP Receptionist optional feature has been installed on your server and 2) employees may manually call forward their phones directly to their mailboxes. In this situation, an NP Receptionist port may inadvertently be connected to one of the ports that is running the message center application. The pre-mailbox greeting dial string force s NP Receptionist to drop the call, and instructs the server to wait a designated number of seconds before playing the mailbox greeting.

There is no pre-programmed default. The same conditions apply as listed above in “PreCompany Name Dial String.”

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Wait Prompt

When the Wait prompt is enabled, the server issues the prompt “Please enter a mailbox number, or wait” immediately after the server greeting is played. The default value is Y (enabled).

To disable this prompt, you must enter N. In some cases, you must disable the Wait prompt for any number of reasons, among them:

• To record the company greeting (administrator’s mailbox greeting) and the Wait prompt in the same voice. The text of the Wait prompt is recorded as the last sentence of the company greeting.

• When neither a system attendant’s number nor an attendant’s mailbox is defined, and the Wait prompt is enabled, callers who wait are thanked for calling, then disconnected.

• If you disable the Wait prompt and are using the Dial-by-Name function, you must record the “Press [digit] to dial by name” prompt in your own voice. The server prompt for Dial-by-Name plays if the Wait prompt is enabled.

Administrator’s Mailbox Number

The initial software installation contains 10 possible default administrator’s mailboxes. They are as follows:

98 9999998 998 99999998 9998 999999998 99998 9999999998 999998 99999999998

Since the default dialing plan is 3,3,3,3,3,3,3,3,3, the default administrator’s mailbox number is

998. If the ninth position digit is changed to any number between 2 and 11, the default

administrator’s mailbox number should be changed to the corresponding 9.....8 number. An error

message is generated if the number does not match the mailbox dialing plan.

The administrator’s mailbox can be any mailbox number on the server; but if you select a mailbox number other than one of the defaults, you must create the mailbox before it can be used. The mailbox number you select must be allowed by the Dialing Plan.

Note: For server securit y, you should change the administrator’s mailbox number from the default. (See

“Mailboxes” in the task list for administrator’s mailbox procedures, Volume 2 of this manual.)

The administrator’s mailbox number has special privileges:

• The administrator’s mailbox day and night greetings are the day and night company greetings. If you do not record one or both of these greetings, the default (“Welcome to the message center”) is played instead.

• Distribution lists that are created from the administrator’s mailbox are server-wide master lists that can be used by any mailbox owner on the server.

• The system administrator may add/delete/modify mailboxes over the telephone, from the Telephone Administration Menu.

Attendant’s Mailbox Number

The initial software installation contains 10 possible default attendant’s mailboxes. They are as

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follows: 99 9999999

999 99999999 9999 999999999 99999 9999999999 999999 99999999999

Since the default dialing plan is 3,3,3,3,3,3,3,3,3, the default attendant’s mailbox number is 999. If the ninth position digit is changed to any number between 2 and 11, the default attendant’s

mailbox number should be changed to the corresponding 9.....9 number. An error message is

generated if the number does not match the mailbox dialing plan.

The attendant’s mailbox can be any mailbox number on the server; but if you select a mailbox number other than one of the defaults, you must create the mailbox before it can be used. The mailbox number you select must be allowed by the Dialing Plan.

Note: For server securit y, you should change the attendant’s mailbox number from the default. (See

“Mailboxes” in the task list for attendant’s mailbox procedures, Volume 2 of this manual.)

The attendant’s mailbox also has special privileges:

• Its greeting is the message of the day. This message is heard by all mailbox owners whose FCOSs include feature bit 043 immediately after they log in. The message is played twice (after two separate logins), the first time hard-played and the second time soft-played. (Hardplayed prompts cannot be interrupted; soft-played prompts can.)

• The message of the day is stored only in the attendant’s mailbox. Once it has been deleted, no mailbox owners hear the message, even if they have not logged in since the last message was created. Conversely, if an old message of the day is not deleted, or replaced by a new message, all newly created mailboxes receive the outdated message. For procedures on enabling and disabling the message of the day, see “NuPoint Voice Application” in the task list, Volume 2 of this manual.

• A customized site tutorial greeting can also be recorded from the attendant’s mailbox. When the system administrator presses G to record a company greeting, the server prompts, “Press M to record the message of the day; press T to record a site tutorial.” See “NuPoint Voice Application” in the task list for procedures on recording a site tutorial, Volume 2 of this manual.

• When outside callers access the message center, they are prompted to “Please enter a mailbox number or wait” after the company greeting is played. Callers who wait (because they have rotary dial phones, or do not know the correct mailbox number, for example) are then prompted, “Please leave your name, the name of the person you are calling, and a message.” These unaddressed messages go into the attendant’s mailbox.

Multiple Attendant’s Mailboxes

If a large number of unaddressed messages is expected, up to five Attendant’s Mailboxes may be configured by entering the mailbox numbers, separated by commas (for example, 999, 910, 911, 912, 913). The message of the day and the site tutorial can be made only from the first attendant’s mailbox that is configured; the other mailboxes are used only for storing unaddressed messages. When the first mailbox is full, NuPoint Voice begins using the second mailbox until it is full, and so on until all attendant’s mailboxes are full.

You can configure any mailbox as the attendant’s mailbox by entering the mailbox number in this field. If you select a mailbox number other than one of the defaults, you must create the mailbox before it can be used. (See “Mailboxes” in the task list.)

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Disabling the Attendant’s Mailbox

When an outside caller accesses the message center number, NuPoint Voice issue s the prompt, “Please enter a mailbox number or wait.” Callers who wait are prompted to leave a message in the attendant’s mailbox. Some installations require these callers to be transferred to the system attendant’s extension, instead. There are two ways to do this:

• If the system administrator does not issue messages of the day, delete the attendant’s mailbox.

• Assign a Greeting-Only FCOS to the attendant’s mailbox.

Note: If you disable the atten dant’s mailbox, and you do not define a system attendant’s extension

number, be sure to disable the Wait prompt. Otherwise, when a caller waits, NuPoint Voice says “Thank you for calling,” then hangs up!

Default Language for Prompts

This entry specifies the primary language in which prompts are issued. The default language is English. You must purchase and install language prompts diskettes in order to use any other language on your server. Table 2-8 lists some of the languages available. Contact your di stributor for further information.

A mailbox’s LCOS can specify a different prompts language. The prompts set of diskettes in the secondary language must be installed before these mailboxes issue any prompts at all. Callers hear prompts in the default language.

Table 2-8 Some Supported Languages

Full Set and Hotel Set Full Set Only

American English Australian, British, or New Zealand English French NP TDD Japanese German Korean Latin American or Mexican

Spanish Mandarin Portuguese

A server can have one default language and up to eleven alternate languages, depending on the number and size of the hard drives. For more details about the number and kinds of languages supported, see the Other Classes of Service chapter.

NP TDD can be installed like any of the language prompts. If NP TDD is installed, selecting it as a response to the Default Language for Prompts parameter enables the NP TDD feature of the NuPoint Voice application in the current line group. When any mailbox owner receives or makes a call through that line group, NP TDD replaces voice prompts with TDD tones. (See “NP TDD for the Hearing Impaired” below for more information.)

NP TDD for the Hearing Impaired

The NP TDD feature of the NuPoint Voice application supports telecommunications devices for the deaf (TDDs). With NP TDD, hearing-impaired mailbox owners can receive TDD-generated

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text from other users.

NP TDD users can be notified about messages by message waiting lights or any other message waiting indication supported by a NuPoint Messenger server, just as other users can.

Outside callers with a TDD can call a mailbox configured for NP TDD prompts, be answe red by a TDD greeting, and leave a message for the mailbox owner. Standard user options such as reviewing and recording over a message, making a message urgent, appending to a message, and dialing an extension are also allowed.

Configuring NP TDD

You can configure NP TDD to apply to either an entire line group or specific mailboxes. To configure NP TDD, make the following changes:

• Set the default language for prompts to TDD in the NuPoint Voice application (if configuring the line group).

• Assign an NP TDD LCOS or another LCOS specifying NP TDD as the prompts language to any mailboxes using NP TDD. This LCOS should also have the Greeting Length and User Name Length limits parameters appropriately set for NP TDD.

• Change the Stop Record Timeout and Dial Tone Detect Time telephony parameters (phoneline exceptions) for the line group in which NP TDD is configured.

Refer to the Task List (Volume 2 of this manual) for specific instructions on configuring NP TDD. For more information configuring NP TDD, refer to

NP TDD Configuration Note 14

Effect of NP TDD on Other Server Features

Certain NuPoint Messenger server features and user options are not available to any mailbox associated with the line group in which NP TDD is configured. These features are:

• NP WakeUp optional feature

• Call scheduling for pages

• Future delivery

• Standard tutorial

Answer Delay

You may set a variable answer delay with the Delay Before Answer parameter. The default for this parameter is zero (no delay), and in most cases, it does not need to be changed. A delay of up to 1/2 second can be required for certain applications (for example, the NuPoint Voice application and the NP Receptionist optional feature) that use E & M trunks.

Users need to use this delay if the application software sometimes answers an incoming call before all the digits are received, causing the switch to stop sending digits. This can happen when E & M trunks are being used.

The Delay Before Answer parameter can be helpful with other types of trunks and applications. In cases where the DID application does not work for a custome r be cause the server answers too fast, this parameter should resolve the problem.

Note: The answer delay for the first call into a port after any online configuration change (FCOS, LCOS,

GCOS, NCOS, line group, phoneline exceptions) is up to a second longer than for subseque nt calls

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on the port. Consequently, changes to the answer delay parameter do not become effective until the second call is made into the port.

Mailbox Passcodes

NuPoint Messenger includes security devices to protect your installation at a server level and mailbox level. A device for use at the mailbox level is mailbox passcodes, which you configure through the NuPoint Voice application. The following paragraphs outline the configuration of mailbox passcodes; for more complete information, see the Server Security chapter.

Minimum and Maximum Passcode Length

Minimum and maximum passcode length sets the range for the number of digits a passcode can be.

Enter the minimum number of digits that constitute a valid passcode for users of this line group. The minimum passcode length can be any number from 4 through 10. The default value is 4. This means no user can enter a new passcode shorter than 4 digits. If you want users to have longer passcodes (for security reasons) then you can specify a larger minimum length.

Enter the maximum number of digits that constitute a valid passcode for users of this line group. The maximum passcode length can be any number from 4 through 10. The default value is 10.

If you leave the maximum passcode length at the default, 10, then all passcodes can be no longer than 10 digits. You cannot enter a value greater than 10, and users cannot enter a passcode longer than 10 digits.

Passcode Trip Count, Passcode Trip Period

These two entries set the parameters for the passcode break-in warning, which is a server security feature. The default values for the passcode trip count and the passcode trip period are 5 and 24. This means that a warning is issued to a mailbox if someone attempts to enter an incorrect passcode for that mailbox at least 5 times (the passcode trip count) within a 24 hour period (the passcode trip period).

The passcode trip count can be set to any value from 0 to 255. The passcode trip period can range from 0 to 240 hours. In both cases, zero means the passcode break-in warning function is disabled.

The passcode break-in warning function is enabled when you configure both a trip count and trip period.

Using the NuPoint Voice Application

This section covers the final steps toward using the NuPoint Voice application.

Activate Changes

After the necessary configuring has been completed, and you have returned to the Main Menu, the NuPoint Messenger server makes all active configuration online changes e ffective immediately.

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WARNING!

Activating the inactive configuration causes the server to restart all tasks, resulting in an interruption to call processing. You should perform the next step only during periods of low call traffic.

To make offline and inactive online configuration changes take effect, activate the inactive configuration. When you activate the inactive configuration, the server automatically shuts down and resets the software to the new configuration, then returns to the NuPoint Voice Active Configuration Menu.

Create Mailboxes

The final step for making NuPoint Voice operational is to create mailboxes. Refer to the Mailboxes chapter for more information.

If the administrator’s or the attendant’s mailbox is set to a number other than the default, you must create the mailbox before using it. Identifying the mailboxes in the NuPoint Voice application line group gives them the ability to perform their special functions, but the functions are not enabled until the mailboxes are added to the server. The recommended FCOS for both mailboxes is 10 (VIP), the LCOS is 1 (Default), the GCOS is 1, and the message waiting type should be whatever is available for your server.

Record a Company Greeting

When callers reach NuPoint Voice by dialing its number, they hear the administrator’s mailbox greeting, which is the company greeting. (DID callers hear the mailbox’s personal greeting.) It is possible to record separate day and night greetings. See the Mailboxes chapter for more information.

Test the Configuration

After phone lines have been installed, and you have completed all the applicable steps discussed so far, test your NuPoint Voice application. See the task list for the procedure in Volume 2 of this manual.

3 DID NuPoint Voice Application

This chapter covers:

• Overview of the DID NuPoint Voice application

• Default software configuration

• DID NuPoint Voice Application Worksheet

• Line group definition

• Configuring the application

• Using the DID NuPoint Voice application

• Usage Considerations

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Overview

The DID NuPoint Voice application is a software application that uses the DID lines to answer a call with the mailbox owner’s personal greeting. In other words, the DID NuPoint Voice application gives the server the ability to manipulate and translate the digits received from the Central Office (CO).

Each voice mailbox owner has either a four digit telephone number or seven digit telephone number, depending on the digits received from the CO. Calling that number causes the telephone company’s central office to seize one of the several DID lines connecting the CO to the NuPoint Messenger server, and to dial some or all of those digits into the server. The server matches the dialed number to the appropriate mailbox, and answers with the personal greeting of the mailbox owner.

DID mailboxes allow callers to dial a telephone number that is answered with the mailbox greeting. While some servers can use the PBX’s forwarding capability to allow the server to answer calls with the user’s mailbox greeting, DID mailboxes answer the calls directly.

To use the DID NuPoint Voice application on your server, you should confirm that the line cards are set to DID settings. You must also perform any necessary server level configuration. Server level configuration through the DID NuPoint Voice application involves two steps: defining the line group, and configuring the application. In the first step, you assign server ports to the DID NuPoint Voice application. In the second step, you customize the application for your server. Procedures covering these steps are listed below, and presented in detail in Volume 2 of this manual.

A third step is necessary if your CO requires wink start: you need to make a phoneline exception.

Once you have completed the DID NuPoint Voice application configuration, you need to activate changes, create mailboxes, and test the configuration. Procedures covering these steps are listed below.

When configuring the DID NuPoint Voice application, it helps to keep in mind the DID sequen ce that occurs between the server and the CO. Figure 3-1 gives a general view of the progress of a typical DID call into the server.

Figure 3-1 Typical Steps in the DID Sequence

Procedures

You can perform the following procedures with the DID NuPoint Voice application. These procedures are located in Volume 2 of this manual.

Procedure Number

DID VoiceMemoConfiguration CP 3320 Set Parameters for Digit Absorption and Offset CP 6000 Test the DID NuPoint Voice Application CP 3413

DID NuPoint Voice Application Worksheet

Use the DID NuPoint Voice Application Worksheet (Figure 3-2) to organize the data. The rest of

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this chapter explains concepts you need to know for completing the worksheet and using it to configure the DID NuPoint Voice application.

Sections of the worksheet are explained in the following paragraphs. Pre-programmed (default) values are given, where applicable. If you want to use a default value, indicate that fact on the worksheet. Then you do not have to select or enter any information for that parameter during reconfiguration.

Many of the parameters on this worksheet are identical to those explained in the NuPoint Voice Application chapter. The parameters that are the same are identified in the following sections, and you can refer to the NuPoint Voice Application chapter for the information you need.

Defining a Line Group

When you configure a line group, you dedicate certain ports to a single application. After you arrange line groups, you set parameters for the entire group, which eliminates the need to ent er information for each individual port. For example, you can assign all ports for the DID NuPoint Voice application to a single line group; then you can specify the dial plan, dial strings, etc., for this entire group. The server software recognizes line groups by their number.

Line Group Number

Each line group is represented by a discrete number. Valid line group numbers are 1 through 24.

Group Name

The group name, though optional, should identify the line group’s purpose. For example, a line group could be called “DID SYS.” There is no default group name.

Line(s) in Group

You identify each line (or port) in a group the same as for the NuPoint Voice application. For more information on identifying lines in a group, see the NuPoint Voice Application chapter.

Configuring the Application

Configuring the DID NuPoint Voice application consists of configuring digit manipulation, then, as with the NuPoint Voice application, establishing day and night hours, establishing a mailbox dialing plan, specifying call transfers and the use of attendants, and identifying administrator’s and attendant’s mailboxes. You must also decide whether to configure other operations such as a Wait prompt, the default language for prompts, and passcodes.

Digit Manipulation

The CO typically transmits, as requested, the last three, four, five, or seven digits of the dialed number. The server accepts the transmitted digits and the application software manipulates them. Digit manipulation means one or more of the following:

• Ignoring one or more of the leading transmitted digits

• Adding a fixed quantity (offset) to the received digits

• Subtracting a fixed quantity from the received digits

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When the server has received the proper number of digits, it answers the call with the mailbox owner’s greeting.

Digits Expected

Enter the number of digits that are supplied by the CO to this DID trunk group (1-11 digits).

Digits Absorbed

If the number of digits expected is greater than the number of digits in a valid mailbox number, the DID NuPoint Voice application can be programmed to ignore or “absorb” these extra digits.

The digits are absorbed in the order received. For example, if Digits Absorbed = 2, the software absorbs (ignores) the first two digits that it receives. See examples 1 and 2 at the end of this discussion for a more complete illustration of this operation.

On the DID NuPoint Voice Application Worksheet, enter the number of digits supplied by the CO to this DID trunk group that are to be ignored or “absorbed” (1 through 9 digits).

Offset (+/-)

Ideally, the digits that the server receives from the CO should match the mailbox number. If this is not possible, the server must map these digits (or convert them) into the corresponding mailbox numbers. One method of doing this is to absorb digits, as mentioned above. Another option (which can be combined with the absorption of digits) is to add a signed offset number:

• To subtract from prefix digits, use a minus (-) offset.

• To add to prefix digits, use a + offset.

• Use offset = 0 to pass digits through unchanged.

The process of mapping DID received digits into mailbox numbers can be seen in the following examples:

Figure 3-2 Sample DID NuPoint Voice Application Worksheet

Example 1. Assume:

Digits expected 4 Digits absorbed 1 Offset -100

This means that any set of four digits, as received on DID, maps as follows: 3275 (digits received on DID)

275 (absorb one digit)

-100 (add signed offset)

175 (mailbox number)

Under the same circumstances, receiving a sequence of 3276 result s in mailbox number 176, a 3280 is converted to mailbox number 180, and so on.

Example 2. Assume: Digits expected 2

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Digits absorbed 0 Offset 200

This means that any set of two digits received on DID maps as follows: 17 (digits received on DID)

17 (do not ab sorb any digits) +200 (add signed offset) 217 (mailbox number)

Notice that, given the DID parameters in example 2, only mailbox numbers 200 through 299 can be accessed from this DID trunk.

Example 3. This example illustrates a situation where the offset plus the dialed number leads to digit carrying. Assume:

Digits expected 4 Digits absorbed 0 Offset 250

This means that any set of four digits received on DID will map as follows: 1587 (digits received on DID)

1587 (do not absorb any digits) +250 (add signed offset) 1837 (mailbox number)

Note: DID NuPoint Voice us es “normal” addition, adding 1587 and 250 to get 1837. Applications using

“no-carry” math, such as Enhanced Inband, add each digit separately, discarding any ca rried digits.

Day and Night Hours

Parameters that establish day and night hours (and work days versus weekend days) operate in the DID NuPoint Voice application the same as in the NuPoint Voice application. See the NuPoint Voice Application chapter for more information.

Mailbox Dialing Plan

The available DID number block may only allow a certain range of extension numbers. Ideally, mailbox numbers should match the DID numbers. This makes it easier for callers to remember the proper mailbox number. While a mailbox owner with a single mailbox could get along fine without ever knowing his mailbox number, owners of multiple mailboxes often need access to a series of mailboxes without the inconvenience of making a telephone call to each DID number. This is a particularly valuable feature for mailbox owners who are traveling and call from a long distance away.

In all other respects, you establish a DID NuPoint Voice mailbox dialing plan the same as described for NuPoint Voice. For more information on the dialing plan, see the NuPoint Voice Application chapter.

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Transfers and Attendants

Note: Tr ansfers involving a pre-company name dial string, a pre-mailbox greeting dial string, and a system

attendant’s extension generally are not used in DID applications. However, if the switch integrated with your installation does support these operations, the following paragraphs appl y.

Pre-Company Name Dial String

This string is the sequence of digits or pauses that the server inserts before playing the com pany greeting (administrator’s mailbox greeting). It is generally not used in DID applications.

Pre-Mailbox Greeting Dial String

Similarly, this is the string of activities that the server executes before playing out a mailbox greeting. In some telephone offices, the forwarding and answer is so fast that it is disconcerting to some callers. Putting a + sign in this position causes the server to wait a second after answering, before playing the greeting.

For more information, see the NuPoint Voice Application chapter.

System Attendant’s Extension (Optional)

The DID NuPoint Voice application supports Return to Operator for DID line g rou ps. The system attendant’s extension is used to process the call being returned to the operator.

In most cases, DID NuPoint Voice does not use a system attendant’s mailbox, extension, or dial string. This is because only some COs support this feature. If your CO does support Return to Operator, then you should also configure the Key_0 for Attendant Transfer During Greeting parameter and the Attendant’s Transfer String parameter when setting up this application. See the NuPoint Voice Application chapter for more information on these parameters.

Wait Prompt

The Wait prompt operates in DID NuPoint Voice the same as in NuPoint Voice. See the NuPoint Voice Application chapter for more information.

Administrator’s and Attendant’s Mailboxes

For most DID applications it is appropriate to remove these mailboxes. If you do use them, however, the following information applies.

The default mailbox file contains 10 possible default administrator’s mailboxes. It also contains 10 possible default attendant’s mailboxes. The defaults are:

Administrator’s Mailbox Defaults Attendant’s Mailbox Defaults

98 99

998 999

9998 9999

99998 99999

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999998 999999

9999998 9999999

99999998 99999999

999999998 999999999

9999999998 9999999999

99999999998 99999999999

See the NuPoint Voice Application chapter for more information on these two mailboxes.

While 0 through 11 are acceptable entries for each position in the dial plan, if you wish to use one of these default mailboxes, the dial plan entry for mailboxes that begin with 9 must be within the range 2-11.

Mailbox Passcodes

Passcode parameters operate in the DID NuPoint Voice application the same as in the NuPoint Voice application. See the NuPoint Voice Application chapter for more information.

Default Language For Prompts

The default language for prompts operates in the DID NuPoint Voice application the same as in the NuPoint Voice application. See the NuPoint Voice Application chapter for more information.

Answer Delay

You may set a variable answer delay. The default for this parameter is zero (no delay), and in most cases, it does not need not be changed. A delay of up to 1/2 second may be required for certain applications (for example, NuPoint Voice and NP Receptionist) that use E & M trunks.

Users need this delay if the application software sometimes answers an incoming call before all the digits are received, causing the switch to stop sending digits. In cases where the DID NuPoint Voice application does not work for a customer because the server answers too fast, this parameter should solve the problem.

For more information on this parameter, see the NuPoint Voice Application chapter.

Making a Phoneline Exception for Wink Start

The NuPoint Messenger server is compatible with both rotary and DTMF outpulsing from the CO. However, the telephone company normally requires wink start operation with DID service. To enable the NuPoint Messenger server to send wink to the CO on seizure, you must change the Wink Start telephony parameter (24) to 1 (yes) for each DID trunk. See “DID NuPoint Voice Application” in the task list for the procedure, Volume 2 of this manual.

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Using the DID NuPoint Voice Application

This section covers the final steps to take in order to use the DID NuPoint Voice application.

Activating Changes

Activating changes for the DID NuPoint Voice application is identical to activating changes as discussed in the NuPoint Voice Application chapter.

Creating Mailboxes

The final step for making DID NuPoint Voice operational is to create mailboxes. Refer to Chapter 6, Mailboxes, for more information.

If the administrator’s or the attendant’s mailbox is desired and is set to a number other than the default, you must create the mailbox before using it. Identifying the mailbox numbers in the DID NuPoint Voice application gives the mailboxes the ability to perform their special functions, but the functions are not enabled until the mailboxes are configured. The recommended FCOS for both mailboxes is 10 (VIP), the LCOS is 1 (Default), the GCOS is 1, and the message waiting type should be whatever is available for your server.

Testing

After phone lines have been installed, and you have completed all the applicable steps discussed so far, test your DID NuPoint Voice application. In addition to the testing tips listed in the following paragraphs, see the task list for the procedure in Volume 2 of this manual.

• For test purposes, standard single line telephones perfectly mimic a CO; a rotary dial telephone mimics dial pulse signaling, and a pushbutton phone generates the DTMF of tone trunks.

• Unplugging a CO line makes the line neither idle nor busy to the CO. The CO’s automatic testing eventually discovers the unplugged line, and takes it out of service. You must then call the telephone company and have them reactivate the line manually, unless the local phone company has configured the trunk group for auto-restore. Whenever possible, it is better to make a line busy to the CO than to unplug it. Make a line busy by reversing its polarity (grounding the M lead).

• Once the server is working, use caution when substituting telephone line cord s. Two kinds of line cords are commonly available. You can tell them apart by the positions of the two tabs on their end connectors. The standard cord (that is, the most readily available) has tabs on opposite sides of the line cord. The other type, which is sometimes called a data cord, has tabs that are both on the same side of the line cord. Replacing an existing line cord with a different type can take the port out of service.

– The standard cord (tabs on opposite sides) reverses the positions of the E & M leads, but

maintains Tip & Ring polarity. Plugging in a cord that switches E & M lead positions between the Tellabs cards and the NuPoint Messenger server immediately takes the server off-hook, and holds the port out of service.

– The data cord (tabs on the same side) maintains E & M continuity, but reverses Tip &

Ring polarity. Plugging in a cord that reverses polarity between the CO and the Tellabs equipment automatically makes the trunk busy, and effectively takes it out of service.

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Usage Considerations

In a DID environment, there are mailbox login differences if you are using Greeting-Only DID mailboxes. In addition, a DID environment can confuse new mailbox owners when they record their first greeting. These considerations are discussed in the following paragraphs.

Logging Into Greeting-Only DID Mailboxes

DID mailboxes with FCOS 6 (Greeting Only) or with any other FCOS that issues greetings but does not allow receipt of outside caller messages, have a different login procedure. To log into one of these DID mailboxes, a mailbox owner must:

1. Press the star (*) or zero key during the playing of the greeting. This does not interrupt the greeting.

2. When the entire greeting has been played, the se rver asks the mailbox owner to enter a passcode, if there is one. The mailbox owner is not required to wait for the prompt, but is required to wait until the entire greeting plays before entering the passcode. The mailbox owner is now logged in.

Recording the First Greeting for Greeting-Only DID Mailboxes

Newly created Greeting-Only DID mailboxes do not have greetings; when new mailbox owners try to reach their mailbox to record a greeting, the server responds, “That is not a valid mailbox number.”

Mailbox owners can log into a Greeting-Only mailbox that does not have a greeting by pressing the star (*) key or zero key during the playing of “That is not a valid mailbox number,” then entering the passcode after the prompt has finished playing. However, this procedure can be confusing to a new mailbox owner and can make the first experience with the server unnecessarily difficult.

To avoid this situation and to create goodwill, follow this procedure:

1. Initially assign FCOS 1 (Unlimited) to the mailbox when you create it.

2. Log into the mailbox and record a greeting that welcomes the new mailbox owner.

3. After the greeting is recorded, modify the mailbox configuratio n to give the mailbox the correct FCOS.

4 Pager Application

This chapter covers:

• Paging, Message Delivery, and Call Placement

• Configuration Requirements and Worksheets

• Line Group Definition

• Mailbox Configuration

• Examples

• Testing the Configuration

• Billing Issues

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• The User Interface

Overview

The Pager application causes the NuPoint Messenger server to initiate, rather than receive, a telephone call. Don’t let the name “Pager application” confuse you. It is used for paging, but also for a number of other functions that require outdials. An outdial is a call placed by the server. Two other uses of this application are message delivery and call placement. Some optional features, such as NuPoint Fax and Cut-through Paging, use the Pager application as well.

Paging is a function that allows the server to notify a mailbox owner when a message arrives in the mailbox by activating a radio pager. Parameters can be set to limit the hours that a page may be sent, or the types of messages that activate a page. For information on Cut-through Paging, see the Cut-through Paging optional feature documentation.

Message delivery is a function that allows the server to notify a mailbox owner when a message has been received, by calling the mailbox owner at a predefined telephone number and allowing the owner to log into the mailbox. Parameters can be set to limit the hours that a message delivery may be made, or the types of messages that activate the message delivery.

Call placement is similar to message delivery, in that it places a call to a telephone number. In

this case, the message is made to a telephone number rather than to a mailbox. The answering party does not have to log in to hear the message. Call placement was formerly known as “off-system messaging.”

(rather than to) the mailbox owner. The message is addressed

Procedures

You can perform the following procedures with the Pager application. These procedures are located in Volume 2 of this manual.

Procedure Number Call Placement

Enable Call Placement CP 3306 Test Call Placement CP 3362

Message Delivery Configuration

Message Delivery Configuration CP 3337 Allow Mailbox Owners to Control Message Delivery CP 3339 Allow Receipt of Urgent Pages or Urgent Message Delivery Only CP 3344 Configure a Mailbox For Message Delivery CP 5018 Define a Pager System for Message Delivery CP 5013 Set Limits for Message Delivery CP 3338 Set Paging or Message Delivery Schedules and Intervals CP 3321 Test Message Delivery CP 3361 Turn All Pagers or Message Delivery in a Mailbox On or Off CP 5014

Paging

Display Pager Configuration CP 3330

Tone Pager Configuration CP 3343

Voice Pager Configuration CP 3335

Allow Mailbox Owners to Control Paging CP 3332

Allow Receipt of Urgent Pages or Urgent Message Delivery Only CP 3344

Assign an Alternate Pager to a Mailbox CP 3334

Configure a Mailbox for Paging CP 5019

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Define a Pager System CP 5012

Set Limits for Paging CP 3336

Set Paging or Message Delivery Schedules and Intervals CP 3321

Test a Page

Turn All Pagers or Message Delivery in a Mailbox On or Of

View Pager Configuration CP 6001

CP 3358 CP 5014

Paging

The NuPoint Messenger server supports three pager types: tone pagers that beep when they are activated, display pagers that show the paging party’s telephone number, and voice pagers that play a few seconds of a message that was left. Servers can access any of these types of pagers, and can activate the display of a display pager or issue a message for a voice pager when the message is left in a mailbox.

Figure 4-1 shows one way paging works in the server. When a message is left in a mailbox configured for paging, the server places a call to the paging company (through the PBX and the CO). The pager then indicates the call. BBL paging and the TNPP integration are optional features that supply a direct RS-232 link to the paging system, rather than the dial-up system shown here.

Figure 4-1 Pager Call Processing

Paging has these features:

• Three types of pager support (tone, display, voice)

• Paging can be activated for specific types of messages.

• Users can specify the hours available for paging.

• Users can enter the number to be paged.

• Limits for paging can be set through the Limits Class of Service (LCOS).

• The server can track number of pages for billing purposes.

• Pages can be billed to a credit card or other billing account.

Message Delivery

Message delivery provides message waiting indication by calling a mailbox owner at a preconfigured telephone number. When the phone is answered, the server says, “Hello [user’s name]. You have [number] unplayed message(s) in your mailbox. Please enter your passcode.” When the mailbox owner enters a passcode, the server says, “You have [number] unplayed messages in your mailbox. Press P to play the first message.” The mailbox owner is now logged into the mailbox, and can use any of the features (Play, Make, Give, etc.) available to that mailbox.

The server prompts for the passcode once, then waits 30 seconds for a resp onse. If someone other than the user answers, and does not know the passcode, the server says “Call back when you can remember your passcode. Good-bye.” and hangs up.

Message delivery is particularly valuable for users who do not work on-site, and so cannot use ordinary message waiting indicators. Without message delivery, they might have to call in many times a day to receive messages in a timely manner.

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Message delivery has these features:

• Message delivery can be activated for specific types of messages.

• Users can specify the hours available for message delivery.

• Users can enter the number to be called.

• Limits for message delivery can be set through the LCOS.

• The server can track number of messages delivered for billing purposes.

• Message delivery calls can be billed to a mailbox owner’s credit card or other billing account.

Call Placement

Call placement (formerly known as “off-system messaging”) allows server users to send messages to the telephones of people who are not server users, that is, who do not have mailboxes. For example, users can send messages when their time at a phone is limited (at a pay phone, for example) and expect the other party to receive their information. A company can send a product announcement to many target customers at once, or a volunteer group can notify its members of a meeting time change. Any mailbox owner can have this feature if you configure the mailbox properly.

Call placement provides voice message delivery by dialing a telephone number entered by the caller. When the phone is answered, the server says, “Hello [recipient’s name]. You have a call from [user name].” The recipient can accept, reject, delay, or hold the call for 30 seconds. If the call is accepted, the message plays and the recipient can reply to the message.

Call placement is compatible with all applications and integrations. It has these features:

• Users can send a single message to any number and combination of mailboxes and call placement numbers.

• The server retries delivery until successful.

• The server administrator can adjust redialing interval and frequency.

• A user can give an existing message to an outside number.

• Calls can be passcode protected, to ensure only the intended recipient can play the message.

• Limits for call placement can be set through the LCOS and RCOS (see the Other Classes of Service chapter).

• The server notifies users about calls that cannot be delivered.

• The server can track the number of calls for billing purposes.

• Message delivery calls can be billed to a mailbox owner’s credit card or other billing account.

Summary of Configuration Requirements

Paging configuration occurs in two primary areas, the server configuration data and the mailbox configuration of each mailbox that uses the Pager application. You may also need to set up the Feature Class of Service (FCOS) and Limits Class of Service (LCOS) used in the mailbox configuration.

Message delivery is implemented the same way as paging, with one addition: when configuring a mailbox, the Message Delivery parameter is set to Yes. The Busy Pager Attempts parameter and Busy Pager Interval parameter are not listed. The server uses only the Pager Frequency

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parameter and Pager Interval parameter in the message delivery process.

Call placement configuration occurs in the same two areas for each mailbox: the NuPoint Voi ce application configuration data and the mailbox configuration file. Message waiting indicators are not used with call placement.

NuPoint Voice Configuration Data

Paging, message delivery, and call placement require this information in the NuPoint Voice configuration data:

• The line group used for outdials

• Pager system names. These are unique names, also called “pager names,” to help you identify which pager system you are referring to. An example of a pager system name is “Outside Access.”

• Hold time. This is the number of seconds that the outdial port remains off-hook after all outdialing is performed. It should be long enough to allow a reorder or busy tone to be returned, which alerts the server that a page has failed. The default value is 20 seconds. The maximum hold time allowed is 90 seconds. Set a value of 3 seconds to clear the port more quickly.

• Pager systems. These are outdial indexes that outdial a certain dial string when accessed. Each pager system is represented by a number. (You later enter this number as an internal outdial index, billed outdial index, or unbilled outdial index, and specify the access code index when adding a pager, message delivery, call placement, or fax retrieval to a mailbox.)

Message delivery also requires the server features that make it possible for the user to log into a mailbox, and to interact with the server .

Call placement also requires:

• Server features that make it possible for the user to send messages to outside telephone numbers

• Modification of the NuPoint Voice line group’s dialing plan

Mailbox Configuration Data

Paging, message delivery, and call placement require this information in the user’s mailbox configuration:

• A properly modified FCOS

• A properly modified LCOS

• The outdial indexes (which point to a specific pager system)

• The pager access type (which points to an internal outdial index, billed outdial index, or unbilled outdial index)

Both paging and message delivery need this information:

• The pager number (the telephone number that the server outdials t o)

• The pager frequency (the number of times that the server attempts to notify the user of an unplayed message)

• The pager interval (the number of minutes the server waits between repages)

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For paging you also need:

• The post-pager number (used with display pagers). Once the server has rea ch ed the pager number and the call is answered, it then sends the post-pager number to be displayed on the pager.

• The busy pager attempts (the number of times that the server attempts to notify the user of an unplayed message when it receives a busy tone on the last page attempt)

• The busy pager interval (the number of minutes the server waits between repages when it receives a busy tone on the last page attempt)

Pager Application Worksheets

Use the combined information from three worksheets to organize data for configuring a Pager application: the NuPoint Voice (or DID NuPoint Voice) Application Worksheet, the Mailbox Individual Worksheet, and the Outdial Line Group Worksheet.

• The NuPoint Voice (or DID NuPoint Voice) Application Worksheet you completed for the NuPoint Voice or DID NuPoint Voice application contains information applicable to message delivery and call placement.

• If you are including message delivery in this application, you set all parameters in the Other Pager Features Menu to the same settings as the primary application that is configured on your server. For example, if the NuPoint Voice application is used for processing most calls on your server, copy the entries from the NuPoint Voice Worksheet into the Other Pager Features Menu. (The primary application could be NuPoint Voice, or one of the integrations, such as SL-1/IVMS, NEC 2400, Intecom, ITT, or Centrex.)

• If you are including call placement in this application, establish a dialing plan on this worksheet that tells the server that mailboxes starting with the specified digit are actually telephone numbers. Figure 4-2 shows a sample NuPoint Voice Application Worksheet for call placement. See the NuPoint Voice Application chapter for more information.

• The Mailbox Worksheet organizes information you need to configure individual mailboxes for paging, message delivery, or call placement, or any combination of these functions. Figure 43 shows a sample Mailbox Worksheet for paging.

• If you are including call placement in this application, specify the appropriate outdial index and access type for call placement. Also specify the appropriate FCOS and LCOS for call placement.

• The Outdial Line Group Worksheet organizes information you need to configure the line group that outdials paging and message delivery calls and identify the pager system. Figure 4-4 shows a sample Outdial Line Group Worksheet for paging.

Figure 4-2 Sample NuPoint Voice Application Worksheet for Call Placement

Figure 4-3 Sample Mailbox Worksheet for Paging

Figure 4-4 Sample Outdial Line Group Worksheet for Paging

Defining a Line Group

Use the information in the following paragraphs for entries on the NuPoint Voice Worksheet and Outdial Line Group Worksheet.

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Guidelines for Port Allocation

The server requires at least one port to outdial calls for paging, message delivery, and call placement. Outdialing ports must be dedicated exclusively; this means that there are fewer ports available to accept incoming calls. If not enough ports are reserved to handle the outdial traffic, however, the requests are queued, and users do not receive message waiting notification or messages in a timely manner. In addition, certain other types of message waiting indicators require the exclusive use of at least one server line card port. Before assigning pagers or message delivery to mailboxes, you should analyze call traffic flow and decide how much of the server you wish to devote to outdials.

Each call to a radio pager ties up an outdialing port for less than a minute; queuing becomes a problem only when there are a great many users with pagers. Message delivery can require more ports than paging, since each port is tied up for the entire time that the user is logged in. For example, if a user does more than simply play the unplayed message(s) that activated message delivery, the outdialing port can be in use for a considerable amount of time. Call placement is more like message delivery because ports are in use for more time than for paging.

Note: The server installation site, as the calling party, is responsible for any charges that accrue when

paging, message delivery or call placement calls are made to numb ers outside of the PBX system.

Line Group Information

All the server ports are assigned to line groups. Each line group, in turn, is assigned to a single application, and any configuring that is done for that application applies to every port in the line group. The number of ports in each line group depends on how heavy the phone traffic is expected to be for the particular application.

Line Group Number

Each line group is represented by a discrete number. Valid line group numbers are 1 through 24.

Group Name

The group name should identify the line group’s purpose. For example, “Pager Outdialer.”

Line(s) in Group

You identify each line (or port) in a group by a triplet, which represent the module, slot (line card), and port on a line card. Module refers to a CPU, the server’s main processor. Modules are numbered 1 through 4. Slots are numbered 0 through 15. Ports are numbered from 0 to the number of ports on the line card; you can connect one telephone line to each port.

For more information on line groups, see the NuPoint Voice Application chapter.

Call Placement

To use call placement, you must change the dialing plan. Use the letter T as a dialing plan entry. For example, if you entered T in position 8 of the plan, users would enter 8 from the keypad to activate the call placement function. You can use T in any position of the dialing plan, but only once. Refer to the NuPoint Voice Application chapter for more information on the dialing plan.

You may also want to define a new pager system or dial string (see the following) to implement call placement.

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Pager Systems Supported

You can configure the server with up to 16 different outdial access codes, each identified by an index number (0-15). Each outdial line group does not need to support all access codes; for example, a line group dedicated to radio paging for the local area code does not need to support an access code designed for long distance call placement. Assigning only the required access codes to an outdial line group makes it easier to plan and control traffic and prevent abuse.

The mailbox configuration specifies these access codes for use in placing internal calls, unbilled external calls, and external calls charged to a billing number. You enter the appropriate pager system numbers as the internal outdial index, billed outdial index, and unbilled outdial index.

The Pager Systems supported parameter assigns specific pager system s to the line group that is currently selected. You should analyze your needs carefully before assigning pager systems. For example, if your server will have message delivery, call placement, and outdialing to radio pagers, you should take into account the fact that a single message delivery can take several minutes (while the user plays the message, answers it, etc.), while activating a radio pager takes a fraction of that time. Therefore, you might want to assign pager systems that outdial call placement or message delivery calls to a larger line group.

Configuring a Dial String

Use the information in the following paragraphs for entries on the Mailbox Worksheet and Outdial Line Group Worksheet.

When you are configuring the server to outdial, you want it to duplicate the steps that you would perform to dial a pager or place a phone call.

Paging

Many telephone switches require that you dial an access code to get an outside line. To call the pager, you usually dial the pager company telephone number, listen for a pager tone, then dial the code number of the pager. Before you dial the pager company telephone number, however, you pick up the receiver on the telephone, and listen for a dial tone to be sure that the telephone system is ready to accept the number that you dial. The steps for successfully activating this pager, therefore, are to (1) go off-hook and listen for the dial tone, (2) dial any access code necessary to get an outside line, (3) dial the pager company telephone number, (4) listen for the pager tone, then (5) dial the pager number. All these steps must be configured.

Message Delivery and Call Placement

Many telephone switches require that you dial an access code to get an outside line. Anything you must do, such as waiting for tones, other than dialing the actual number, must be configured.

Translate Operations to a Dial String

The server recognizes certain characters, which allow you to duplicate the steps required to page or place a telephone call. The pager dial strings consist of the characters listed in Table 4-1.

Note: The server always assumes a G (wait for greeting) as the last character in a message delivery dial

string.

Pager System Dial Strings

The server divides the characters for the sequence of events into three parts: the access code

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(defined in one of the 16 pager systems), the pager number and the post-pager number. The access code contains the part of the dial string that is stored in the online configuration. The pager number and post-pager number are the parts of the dial string that are stored in an individual user’s mailbox configuration. Assign dial strings to each section using the following structure:

• The access code, identified by the pager system index number, contains the first part of the dial string necessary to reach the user’s pager. It is usually the part of the dial string that is common to some group of users.

• The pager number is the balance of the dial string necessary to reach the user’s pager.

• The post-pager number is used as the data to display on a display pager.

Note: If there is no pager or post pager di al string entered, a page will not be sent.

Table 4-1 Pager Dial String Characters

Character Explanation

confirmation tone, for example), then do next item in string F Switch hook flash followed immediately by dialing G Greet - Wait for a voice or computer tone answer H Hang up (go on-hook) L Answer Supervision - Wait for telephony signal from destination. Use only

with trunk (four-wire) connections. N Start a new activity; do not go off-hook O Ring once P Go off-hook, do not wait for dial tone S Switch hook flash, no wait required T Go off-hook, wait for dial tone V Voice pager: play first unplayed message (and update mailbox to count it as

played)

When designing your dial strings, observe the following rules in assigning each of the three components:

• The first character in the dial string must make the server go off-hook and wait for a dial tone. A T is recommended.

• An F (switch hook flash) produces the switch hook flash followed immediately by dialing

• The access code is always outdialed before the pager number. The dial string used is dependent on the pager system selected.

• The pager system part of the dial string is limited to 30 characters.

• Only 16 pager systems can be stored in the NuPoint Voice configuration at any one time, regardless of the number of paging groups configured. However, each pager system can be shared by many users or line groups.

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• The pager number is limited to 16 characters. The server administrator enters it in a mailbox’s configuration.

For example, you might configure a pager system of T9T, since everyone must dial this to reach an outside number. You would then configure the digits of the mailbox owner’s telephone number as the pager number when entering a pager message waiting type into the mailbox’s configuration. As an alternative, if many mailbox owners have message delivery to the local prefix 292 you might choose to configure a pager system of T9T292.

The choice of where to assign each portion of the dial string is flexible. In this example, you have three pager systems available, which contain the following dial strings:

er System Index

Access Code*

Number

0 T9T 2 T9T1408 4 T

* Same as “Dial String” in the report of outdial indexes, Figure 4-5.

If the dial string that you have formulated is T9T14085551313++G1234#, you can set up your pager number in three different ways, depending on which access code you select:

Pager System

Index Number

Access Code* Pager Number

Post-Pager

Number

0 T9T 14085551313++G 1234# 2 T9T1408 5551313++G ++G1234# 4 T 9T14085551313++G ++G1234#

* Same as “Dial String” in the report of outdial indexes, Figure 4-5.

In each of these examples, the individual pager number was put in the post-pager numb er. You can see that the page works no matter how the balance of the string is split between pager and post-pager numbers.

Note: When designing your paging setup, choose your pager system dial strings carefully. You can only

refer to 16 pager system access codes

per server

Mailbox Configuration

To use the Pager application, you must configure mailbox parameters as well as offline and online parameters. Use this section to see which parameters you must change. You must set different mailbox parameters for each capability (paging, message delivery, call placement). The specifics of each capability are discussed at the end of this section.

General Considerations

Since you are configuring the server to outdial, you want it to duplicate the steps that you would take to activate the pager, or to place the phone call. You must configure these steps into the

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pager system and pager number. You can configure up to four pagers per mailbox.

Creating or Modifying Mailboxes for a Pager Application

After specifying the classes of service, you identify the outdial index for the pager system as an internal outdial, billed outdial, or unbilled outdial.

When you select message waiting type 5 (pager) while creating or modifying a mailbox, you must set the parameters in the following list:

• Pager access type

• Pager access code index

• Pager number

• Post-pager number

• Pager frequency

• Pager interval

• Message delivery enabled or disabled

• Suppressing of pages enabled or disabled

• Busy pager attempts

• Busy pager interval

• Pager start time

• Pager stop time

• Additional pager , if any

• Call placement access type pager access code index

• Pager/outcall notification enabled or disabled

For procedures on creating or modifying mailboxes with paging or message delivery notification or call placement ability, see “Message Delivery” or “Paging” in the task list, Volume 2 of this manual. The material in this section explains how the mailbox configuration works.

Pager System Access Code

The dial string that you formulate is divided into three parts. The first part of the string is the pager system access code, which is represented in the mailbox by the internal outdial index, billed outdial index, or unbilled outdial index. The balance of the string is split between the pager number and the post-pager number. See “Pager System Dial Strings” in the previous section for information on configuring the pager system.

An outdial index is a number from 0 to 15. It assigns a pager system to the mailbox. Even if you want to enter the entire outdial string into the pager number field, you still must choose an outdial index to assign a pager system. If you do not select an outdial index for a pager schedule, the server cannot issue a page when a message is left in that mailbox.

You can obtain a printout of pager systems, and their indexes and dial strings, either by running the pager access codes report from the Reports Menu or, when you are creating a mailbox and the server prompts for the outdial index, by requesting help. The server displays the available indexes, dial strings, and pager names (“paging system names”) as in the following example (Figure 4-5).

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Figure 4-5 Sample Report of Pager Systems Access Codes

Enter one of the following index numbers: Index Dial String Paging System Name

0... T9T Outside line

1... T9T1415 415 Area Code

2... T9T1408 408 Area Code

3... T9T1916325 PAGER 916-325

4... T Internal Pager calls

5... Empty

6... [ No Name ]

7... [ No Name ]

8... [ No Name ]

9... [ No Name ]

10... [ No Name ]

11... [ No Name ]

12... [ No Name ]

13... [ No Name ]

14... [ No Name ]

15... [ No Name ]

Note that, in this sample, pager systems 6 through 15 have no name. These are pager systems that are not yet set up. Pager system 5 (Empty) is set up for use with pagers whose entire dial strings are contained in the pager number.

If you need to add a pager that requires the outdialing of more than 16 characters (thus the coding string is too long to fit into the pager number field) and no appropriate outdial index already exists, you must configure a new pager system before you can add the pager.

Pager Number

The pager number tells the server what numbers and/or characters to dial after the pager system dial string, and before the post-pager number. See “Pager System Dial Strings” in the previous section.

Pager numbers are limited to 16 characters.

A mailbox FCOS with feature bit 124 (User can change paging phone number) or 143 (User can change message delivery number) allows the user to change the pager number without affecting the post-pager number. Refer to the Features Class of Service chapter for more in formation about FCOSs and feature bits.

Post-Pager Number

The post-pager number is used in two cases. With display pagers, the post-pager number (typically the NuPoint Voice telephone number or the mailbox owner’s mailbox number) is displayed on the pager screen. A second use is when the mailbox owner can change the pager number, and non-numeric pager dial string characters must be transmitted after the pag er number to ensure a successful page. If the mailbox owner changes the pager number, then these non-numeric characters cannot be entered on the telephone set. In this case the post-pager number tells the server what numbers and/or characters to dial after the paging or me ssage delivery number a user enters from the keypad. Such characters include G, +, and T. Mailbox owners cannot alter this post-pager number from the keypad.

Post-pager numbers are limited to 24 digits.

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Pager Frequency

The pager frequency is the maximum number of times that the server attempts to notify the user of an unplayed message, if each page is successful. The default pager frequency is 3.

A page is considered successful if the server places the call and it is answered. In other words, the server does not encounter a busy signal, reorder tone, or Ring No Answer after the pager/message delivery call is made. After a successful page is made, the server waits the number of minutes that are specified for the pager interval (see below), then, if there is still an unplayed message in the mailbox, repeats the page.

If the page is unsuccessful, the server retries the number until a successful page is made. For this reason, it is very important that you make a test call to verify that pager configuration is correct.

Alternate Pagers

Each mailbox can be configured with up to three message waiting types, and all are activated simultaneously. For example, the first message waiting type could be a pager, and the second message waiting type could be a message waiting light. You do not need a message waiting type to use call placement.

Note: You cannot use the third message waiting type for the Pager application, because it can only be

used for the Centrex message waiting type.

By setting up two message waiting types as pagers, each with a primary and an alternate number, your mailbox can be configured to contact up to four pagers or four message delivery numbers, or any combination of the two. Message waiting type 1 and message waiting type 2 both can have a primary pager number and an alternate pager number. When you designate two

both

message waiting types as pagers,

are activated. The alternate pager numbers, however, are only activated if the primary pager numbers do not get a successful response. If you want to use one pager number as a primary and one as a backup, and no other message waiting function, then set up one primary and one alternate pager number (for example, through just the first message waiting type parameter).

The alternate pager numbers can also be used to assign a second frequency and/or interval to the same pager number. The pager frequency is the maximum number of times that the server attempts to notify the mailbox owner of an unplayed message, if each page is successful. The pager interval is the number of minutes that the server waits before re-paging, when the previous page was successful. If you want the server to place a page twice, five minutes apart, then (if the message still has not been played) to page the mailbox owner three times, at 30 minute intervals, you would assign a frequency of 2 and an interval of 5 to the primary pager in the mailbox, and a frequency of 3 and an interval of 30 to the alternate pager (both through the first message waiting type parameter).

Note: The pager numbers are sometimes called “pager 1,” “pager 2,” “pager 3,” and “pager 4.” Pager 2 is

an alternate for pager 1, using the first message waiting type parameter, and pager 4 is an alternate for pager 3, using the second message waiting type parameter. See the following table. (These numbers are allocated by how many pager numbers are set up, however.)

Message

Waitin Type Parame ter 2

Designation Message

Waitin Type Parame ter 1

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Primary Pager 1 Pager 3

Alternate Pager 2 Pager 4

Paging and Message Delivery in the Same Mailbox

You cannot assign both paging and message delivery to the same Message Waiting Indicator. If you want to assign both Paging and Message Delivery to the same mailbox, be sure each has a different indicator. You can use any of the four different indicators: MWI1 primary, MWI1 alternate, MWI2 primary, MWI2 alternate to accomplish this.

Other Mailbox Parameters

Other Pager application parameters that you can set in the mailbox configuration are listed below.

Pager interval

This is the length of time (0-255 minutes) the server waits between pages. The default is 30 (wait half an hour between pages).

Busy pager attempts

This is the number of times (0-255) the server retries the page until it completes the specified number of pages or completes a successful page. Set the number of attempts to a high number if the server will be encountering busy pager systems.

The default is 0, unlimited retries.

Busy pager interval

This is the length of time (0-255 minutes) the server waits between pages when a busy sign al has been received. Set the Busy Pager Interval lower than the Pager Interval setting. The idea is that if a busy signal has been received, the page should be retried sooner than if speech or silence was received.

The default is 0, retry every minute.

Message delivery

This activates the message delivery option of paging. When enabled (set to Y), a new message causes the server to call the telephone number defined for message delivery, and ask whomever answers to log into the user’s mailbox. Then the user can hear the message and perform other NuPoint Voice operations.

If message delivery is enabled, paging is not available for that message waiting type. However, you can set one message waiting type can for paging and another for message delivery. Or, on the same message waiting type, you can set the primary for paging and the alternate for message delivery.

The default is N, no message delivery.

Suppress pages

This parameter turns off the paging feature without removing all the settings. Use this option to temporarily remove the paging option from a mailbox.

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Enter Y or N; Y to suppress pages. The default is N, do not suppress pages. Set this field to N to resume the paging option after turning it off.

Pager start time

This is the time that the server starts sending pages for this mailbox. By setting both start and stop time to 12:00 a.m., paging is available 24 hours.

Enter the time in the form “hh:mm xm”, where “hh” is hours, “mm” is minutes, and “xm” is either a.m. or p.m. The default is 12:00 a.m.

Pager stop time

This works with Pager start time, above, and is the time the server stops sending pages for this mailbox. The default is 12:00 a.m.

Paging Considerations

This section covers specifics applicable only to paging.

Changes by the Server Administrator

You can alter the following mailbox information to use paging:

• FCOS

• LCOS

• Pager number

• Post-pager number

Changes by Mailbox Owners

From a pushbutton telephone, mailbox owners can modify the following parameters:

• Telephone number to send pages

• Time at which the server starts paging

• Time at which the server stops paging To allow mailbox owners to reset these parameters, you might need to modify the mailbox

owners’ mailbox configuration:

• An FCOS that includes feature bit 070, and either 077 or 124 or both

• The LCOS that sets limits for the length of paging phone numbers

• The post-pager number

Feature Bits Used in Paging Mailboxes

Feature bits listed in Table 4-2 control paging. Two that deserve special mention affect changes to the weekday/weekend schedule and pager re-queuing.

Change Weekday/Weekend Schedule

With one exception users of any Pager application can set schedules for weekdays or weekends, showing when they can be reached. The exception is that when NP TDD is enabled, call scheduling is not available.

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To change a paging schedule, a mailbox owner’s mailbox must have an FCOS that includes feature bit 077 (Change pager schedule). To change a paging number, a mailbox own er’s mailbox must have an FCOS that includes bit 124 (Change paging phone number). Both these bits require bit 070 (User Options Menu) to work. The mailbox owner’s mailbox FCOS must contain bit 182 or 183 to change the schedule according to the weekday or weekend.

Note: If mailbox owners’ pager n umbers conta in ch aracters not on the keypad, such as G or T, put a post-

pager number in their mailboxes to transmit these codes.

Table 4-2 Feature Bits That Control Paging

Feature Function

070 User Options Menu 077 Enable paging from a telephone; allow schedule changes from a telephone 079 Set message wait # 1 for urgent messages only 080 Set message wait # 2 for urgent messages only 124 Change paging number 168 Message wait 1, pager requeue 169 Message wait 2, pager requeue 181 Paging over message delivery, message waiting 1 over message waiting 2 182 Use pri/alt as week/weekend for MWI (message waiting type) 1 183 Use pri/alt as week/weekend for MWI (message waiting type) 2 212 Send page upon answer, greeting-only mailbox

Pager Re-Queue

The pager re-queue feature is activated by feature bit 168 for schedule one and bit 169 for schedule two. If you have paging scheduled from 9 a.m. to 5 p.m. and receive a call at midnight, the server does not automatically page you at 9 a.m., and does not page until another message arrives during the scheduled time period. By including these feature bits in the FCOS you assigned to the paging mailbox, you are called as soon as the scheduled start time begins, instead of having to wait for another message.

For further information on FCOSs and feature bits, see the Features Cl ass of Service chapter.

Changing an LCOS Definition

The limits listed in Table 4-3 affect paging mailboxes. You might need to change the LCOS assigned to the paging mailbox accordingly. The limits listed in the table and discussed in the following paragraphs are:

• Pagers per billing period

• Paging—phone length

• Receipt retention, regular

Pages Per Billing Period

This limit can control the number of pages allowed for a billing period. This allows server administrators to control the number of paging functions allowed a user per billing period, and can

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be used where a paging service is sold for a flat fee per month. A limit of 0 means no limit is set.

Table 4-3 Paging Limits

Limit Unit Default Valid Values

Pages per billing period pages 0 0-999 Paging—phone length digits 7 3–11 Receipt retention, regular hours 0 0-8760

Paging—Phone Length

This controls user modification of paging. The paging phone length determines the maximum number of digits users can enter for a paging number. The default is 7, the allowable range is 3 to 11 digits. It is useful for preventing long-distance calls.

Note: This does not apply to phone numbers entered at a server maintenance console.

Receipt Retention, Regular

This is used in the Pager application to limit the amount of time regular receipts are kept. (The Receipt Retention, CTP limit is used with the Cut-through Paging optional feature.) The limit can be up to 8760 hours (1 year). Alternatively, you can specify unlimited receipt retention by entering

For more information about LCOSs and limits, see the Other Classes of Service chapter.

Action at the End of a Dial String

After the last character is outdialed, the server goes on-hook (hangs up) automatically when dialing a pager.

Voice Pager Code in the Dial String

A V (Voice Pager) anywhere in the dial string causes the server to play the first unplayed message only. If there is more than one message in the mailbox, the user is paged again almost immediately and the next unplayed message is played.

Greet Code in the Dial String

When the server is configured to outdial a telephone number, and the number is followed by a G (Greet) code, the “clicks” and “pops” of particularly noisy switching equipment could be misinterpreted as a greeting. You can usually avoid this by inserting a + before the Greet code; for example, T9T5551212+G. If this still does not prevent the misinterpretation, dial the telephone number, then count the number of seconds that it takes for the pager to answer. Insert the appropriate number of plus signs (+) between the number and the G. (For example, if the dial string is T9T5551212G, and it takes the pager five seconds to answer, chan ge the string to T9T5551212+++++G.)

Answer Supervision Code in the Dial String

• You can use the Answer Supervision (L) code if you have analog phone lines. This is a good

alternative to the Greet (G) code, because answer supervision can increase reliability and lower connect time.

• Answer supervision time out controls how many seconds the line card waits until issuing a

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time out. If the line card does not detect answer supervision (a ringing on the line) by the number of seconds set in this exception, the page is considered a failure. This time out can be set between 0 and 255 seconds, where 0 means no time out period is enforced (wait forever).

Message Delivery Considerations

This section covers specifics applicable only to message delivery. Remember that you must set the Message Delivery parameter to Yes in the mailbox owner’s mailbox configuration to enable message delivery.

Changing an FCOS Definition

You must modify an existing FCOS or create a new one to give mailbox owners with message delivery control of their schedules and telephone numbers.

Feature bits listed in Table 4-4 control message delivery.

Change Weekday/Weekend Schedule

Message delivery users can set schedules for weekdays or wee ke nds , showing when they can be reached.

To change a message delivery schedule, a user’s mailbox must have an FCOS that includes feature bit 094 (Enable message delivery; change message delivery options). To change a message delivery number, a user’s mailbox must have an FCOS that includes bit 143 (Change message delivery phone number). Both these feature bits require bit 070 (User Options Menu ) to work.

Pager Re-Queue

The pager re-queue functionality is activated by feature bit 168 for schedule one and bit 169 for schedule two. If you have message delivery scheduled from 9 a.m. to 5 p.m. and receive a call at midnight, the server does not automatically call you at 9 a.m., and does not call you until another message arrives during the scheduled time period. With this feature, the server calls you at the beginning of the next scheduled message delivery start time.

For further information on FCOSs and feature bits, see the Features Cl ass of Service chapter.

Table 4-4 Feature Bits That Control Message Delivery

Feature Function

070 User Options Menu 079 Set message wait # 1 for urgent messages only 080 Set message wait # 2 for urgent messages only 094 Enable message delivery; change message delivery options 143 Change message delivery phone number 168 Message wait 1, pager requeue 169 Message wait 2, pager requeue 181 Paging over message delivery, message waiting 1 over message waiting 2

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182 Use pri/alt as week/weekend for message waiting type 1 183 Use pri/alt as week/weekend for message waiting type 2

Changing an LCOS Definition

Only one limit applies to message delivery, the Message Delivery-Phone Length limit. It controls user modification of message delivery. The message delivery phone lengths determine the maximum number of digits users can enter for a message delivery number. The default is 7, the allowable range is 3 to 11 digits. The limit is useful for preventing long-distance calls.

Note: This limit does not app ly to phone numbers entered at a server maintenance console.

For more information on LCOSs and limits, see the Other Classes of Service chapter.

Action at the End of a Dial String

When a mailbox is configured for message delivery, the server automatically waits for a greeting. (If a G is erroneously included at the end of the dial string, the server ignores it.)

Noisy Switching Equipment

When the server is configured to outdial a telephone number, the “clicks” and “pops” of particularly noisy switching equipment could be misinterpreted as a greeting. To avoid this, dial the telephone number, then count the number of seconds that it takes for the telephone at the other end to ring or the pager to answer. Since message delivery always assumes a G at the end of the dial string, put the appropriate number of pluses (+) at the end of the pager number.

Answer Supervision Code in the Dial String

• You may want to use the Answer Supervision (L) code if you have the appropriate switches

or use certain cellular exchanges (MTSO). This is a good alternative to the Greet (G) code where progress tones or noise can cause the server to errone ously assume success.

• Answer supervision time out controls how many seconds the line card waits until issuing a

Call Placement Considerations

This section covers specifics applicable only to call placement. Remember that you must set the outdial indexes and the call placement pager access type parameters in the user’s mailbox configuration to enable call placement.

Changing Mailbox Information

You may want to alter the following mailbox information to use call placement:

• FCOS

• LCOS

• RCOS

• Call placement pager access type

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Changing an FCOS Definition

To use call placement, you must add feature bit 110 (Give/make to telephone number) to an existing FCOS or create a new one with this feature in it.

Changing an LCOS Definition

The limits listed in Table 4-5 control call placement. You might need to change the LCOS assigned to the call placement mailbox configuration accordingly.

Table 4-5 Call Placement Limits

Limit Unit Default Valid Values

Ring No Answer retry limit no. of retries 10 1-255 Ring No Answer retry interval minutes 60 1-255 Busy retry limit no. of retries 10 1-255 Busy retry interval minutes 10 1-255 Phone length digits 7 3–11 Count no. of messages 73 1–73 Length minutes 5 0–60

RNA Retry Limit

This limit determines the maximum number of times the server redials a call placement phone number when no one answers the phone on the first delivery attempt.

RNA Retry Interval

This limit determines how often the server redials a call placement phone number wh en no one answers the phone on the first delivery attempt.

Busy Retry Limit

This limit determines the maximum number of times the server redials a call placement phone number when the server detects a busy signal on the first delivery attempt.

Busy Retry Interval

This limit determines how often the server redials a call placement phone number wh en the server detects a busy signal on the first delivery attempt

Phone Length

This limit determines the maximum number of digits users can enter for a call placement pho ne number. Setting this limit higher accommodates long-distance calls.

Note: This limit does not app ly to phone numbers entered at a server maintenance console.

Count

The count determines the maximum number of undelivered messages for a call placement phone number per mailbox.

Length

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The length determines the maximum size of a single message made for a call placement phone number.

If you send a message to both mailboxes and telephone numbers, this limit interacts with the limit on the size of messages sent to mailboxes; the shorter of the two limits overrides the longer. For instance, if you limit messages sent to mailboxes to a maximum of five minutes and limit call placement messages to two minutes, the server enforces the two-minute limit for both kinds of messages.

For more information on LCOSs and limits, see the Other Classes of Service chapter.

Call Placement Pager Access Type

This parameter identifies whether call placement calls are to be internal, billed, or unbilled. The call placement pager access type points to the corresponding internal outdial index (I), billed outdial index (B), or unbilled outdial index (U) specified earlier in the originating mailbox. Users cannot alter this index from the keypad.

The indexes refer to the same set of access codes used for standard paging. This means you might be able to use the same indexes as those already set up for paging.

The server prompts you to enter a call placement pager access type after it prompts you for message waiting types. For more information on creating access codes, see “Configuring a Dial String” earlier in this chapter.

Pager Application Examples

This section shows examples of how to program the pager application for paging, message delivery and call placement.

Paging Examples

Pager Dial Strings

Dial strings for pagers can be divided into several parts.

Outside Access Code

This code allows access to the public switched network. For PBXs, this is normally 9.

Pager Company Telephone Number

This is a 7- or 11-digit telephone number (including 1 then an area code) use d to access the pager system. Calls to the pager company telephone number are answered with signals or recorded instructions, which indicate that the system is ready to accept the individual pager number. (Many pagers use DID, where each radio pager is assigned its own unique telep hone number. In these cases, there is no pager company telephone number.)

Individual Pager Number

This is the address of the specific pager, and is usually 4 to 6 digits long. For DID pagers, the pager number is a regular 7- or 11-digit phone number. When the pager is activated, the system normally returns a “beep-beep-beep” signal or recorded instructions. For a displ ay pager, this means that the system is ready to receive display information.

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Display Number

This is the string of digits that is displayed on the viewer of a display pager. Most display pagers accommodate a 16-digit number. Usually this string is specified as the post-pager number.

Other Activation Codes

Each pager manufacturer has modifications to the activation code that you must identify before configuring pagers. For example, most paging systems encourage a # tone to be sent after the display information to speed call processing.

Example 1: A DID Tone Pager

To page John Smith manually, you lift the telephone receiver; wait for a dial tone, dial 9 to get an outside line, listen for another dial tone, dial 1-408-555-9876, listen for a computer tone, then dial 555-1234 and press # to finish the page. This causes John’s pager to “beep” only.

The dial strings for these actions is: Caller Action

Wait for dial tone. T Tell the PBX that you want an outside line. 9 Wait for dial tone to confirm that you have the outside line. T Call the pager company’s number. 14085559876 Wait 2 seconds for the line to settle. ++ Wait for a computer tone. G Dial the call-back number. 555-1234 Enter # to indicate end and make paging terminal hang up. #

When a number outside the PBX is outdialed, followed by a G (Greet), extra + characters (Wait One Second) should precede the G. This is done because line noise during call setup of particularly noisy switching equipment can be misinterpreted as a greeting by the server.

If pagers are in widespread use at John’s company, it is very likely that more than one employee’s pager is on the same pager company system number, so the dial string for this pager can be organized like this

Pager system dial string T9T14085559876++G+ Pager number 1234# (or PIN) Post-pager number (None)

Dial Strings

If you do not reach John on the first page, he wants you to try again every 10 minutes, for a maximum of four tries. The other information needed for the Mailbox Worksheet for the pager as follows

Pager frequency 4 Pager interval 10 Message delivery N

Example 2: Non-DID Display Pager

In this example, John’s pager allows display of numeric data, so you can leave your phone number when you page him. The phone number is displayed on the pager when John is pag ed. The dial string for these actions is:

Caller Action Wait for dial tone. T

Dial String

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Dial 9 to get outside access. 9 Wait for second dial tone. T Dial pager company system number. 18005552368 Wait two seconds for line to settle. ++ Wait for pager tone. G Wait one second for pager tone to finish. + Dial individual pager number (or PIN) 458216 Wait for pager tone. G Wait for pager tone to finish. + Dial display data. 2374444 Enter # to indicate end and make paging terminal hang up. #

The dial string to accomplish the actions listed above is organized like this: Pager system dial string T9T18005552368++G+

Pager number 458216G+ Post-pager number 2374444#

Other information needed for the Mailbox Worksheet is: Pager frequency 4

Pager interval 10 Message delivery No

Example 3: DID Display Pager

Jane Jones has a DID display pager. To access this pager manually, you lift the telephone receiver; wait for a dial tone; dial 9 to get an outside line; listen for a dial tone; dial 1-213-5559116; wait for a computer tone; dial the display data, 1-415-555-6644; then dial # to tell the pager that all the display data has been entered. (This activates the pager). The dial string for these actions is:

Caller Action

Dial String Wait for dial tone. T Dial 9 to get outside access. 9 Wait for second dial tone. T Dial individual pager number is. 12135559116 Wait four seconds for line to settle. ++++ Wait for computer (dial) tone. G Dial display data. 14155556644 Enter # to indicate that all the data has been entered and make

# paging terminal hang up.

In this case, configuration is more involved, since there is insufficient room in the mailbox Pager

and

Number parameter to specify the individual pager number unique to this pager. In most installations, however, DID display pagers share a common area code and prefix (1-213-555, in this case), and configuring the area code and prefix into the outdial index allows more than one pager to use that pager system.The organization of the dial string is:

the display data, both of which are

Pager system dial string T9T1213555

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Pager Number 9116++++G+ Post-Pager Number 14155556644#

Jane wants you to make 3 attempts to reach her, and each attempt should be 30 minutes apart. These are the default values for pager frequency and pager interval.

The paging Mailbox Worksheet entries are: Pager access type I, B or U (internal, billed, or unbilled outdial index)

Pager frequency 3 (default) Pager interval 30 (default) Message delivery No

Example 4: Voice Pager

Joe Stockman works in a huge warehouse that is located behind the factory. Since the only telephone is located in the warehouse office, Joe was given a voice pager, which allows employees to notify him when they want to pick up stock. To access this pager manually, you lift the telephone receiver; wait for a dial tone; dial extension 6457; wait for his mailbox to answer, leave your order (as a message), then hang up. The dial string for these actions is:

Caller Action Wait for dial tone and go off-hook. T Dial extension number. 6457 Wait for answer (“hello”) and speak your order. G Play newest message to Joe’s voice pager, and hang up. V

Dial String

Note: If you enter a V (for voice pager), do not turn message deliv ery on when configuring the mailbox.

For in-house paging, it is useful to set up a pager system that either has no dial string or has the T (Wait for Dial Tone) code. Since this call does not access an outside line, no pluses need to be added before the Greet command.

This is organized into the following dial string: Pager system dial string T

Pager number 6457GV Post-pager number (None)

Joe is so efficient that he only needs to be paged once per message. The appropriate pager Mailbox Worksheet entries are:

Pager Frequency 1 Pager Interval 0 Message Delivery No

Message Delivery Example

Message delivery configuration is usually simpler than paging configuration. Here is an example.

Anita Pacheque is a contractor who works off-site. When she is not working at her office, she

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wants the server to try to reach her at home. Her office phone number is (415) 555-6836, and her home number is (408) 555-0921. She wants the server to try her office number three times, with calls that are 10 minutes apart, then to try her home twice, with 30 minutes between calls. When test calls are made, it takes five seconds for her office telephone to ring, after dialing is completed, and three seconds for her home telephone to ring. The dial string to call he r office is:

Caller Action Wait for dial tone. T Tell the PBX that you want an outside line. 9 Wait for a dial tone, to confirm that you have the outside line. T Dial the office number. 14155556836 Wait 5 seconds for the connection to be completed. +++++

Dial String

Similarly, the dial string to call her home is T9T14085550921+++++. Remember that the server automatically appends a G (Greet) code at the end of the pager string for message delivery calls.

In addition, you need to set phone line exception 11 to 1 and line exception 170 to 1700.

To add message delivery to Anita’s mailbox, specify the following on an Outdial Line Group Worksheet:

Pager system index 1 Access code T9T

On the message delivery Mailbox Individual Worksheet, entries are: Pager system Pager access code index 1 (defined as T9T)

Pager number 5556836 Post-Pager number +++++ Pager frequency Pager interval 10 Pager access type U (unbilled) Message delivery Yes

3 or press Enter

To add additional pagers or message delivery numbers to Anita’s mailbox, the server prompts for additional pagers. If you answer Yes, the server prompts you for the next pager’s information.

Note: Selecting message delivery in the mailbox automatically tells the server to wait for a greeting. Do not

include a V or G in the dial string.

Call Placement Example

Call placement only has to be configured once. The following example shows how you might use call placement.

Call placement is an efficient way to contact large numbers of people in an emergency. For example, a pharmacy chain can quickly notify its branches of a product recall.

Caller Action Wait for dial tone. T Tell the PBX that you want an outside line. 9

NuPoint Voice Code

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Wait for a dial tone, to confirm that you have the outside line. T Dial the number of the pharmacy branch. 12135556598

To send the message, the pharmacy headquarters makes the message and sends it to a distribution list that contains all the pharmacies’ numbers. This list is created either at the server maintenance console or by the user at a telephone (see the Distribution Lists chapter). If the dialing plan is set to make 8 the call placement digit (for example, 3,3,3,3,3,3,3,T,3), the distribution list looks like this:

Distribution List: 01 Members: T12135556598 T12135551434 T12135557969 etc.

This sends the message to each phone number in the list.

To add call placement to a mailbox, specify the pager system in the appropriate outdial index prompt, then respond to the call placement pager access type prompt as follows:

Billed outdial index or unbilled outdial index 1 (A pager system set to T9T) Call Placement access type B or U

Testing the Configuration

After telephone lines have been installed, and after you create mailboxes for a Pager application, test each mailbox.

Note: It is very important to test a pager immediately after it is added to a mailbox, since a seemingly

minor error in configuration can cause every page to fail. Furthermore, the server can tie up pager ports for a long time dialing invalid paging codes.

Testing Paging

Before performing individual test steps, configure the Event Recorder and enable it. After testing is completed, disable the Event Recorder. For detailed instructions about the Event Recorder, see the

Briefly, you test paging by leaving a message in the mailbox, then contacting the user to be sure that the page was successful. You can use the Lights Test option from the server maintenance console to test each display or tone pager mailbox. See the task list for procedures, Volume 2 of this manual.

Testing Alternate Pager Activation

If you have configured an alternate pager, it is activated after the frequency and interval of the primary pager have expired, but before the message has been played. After testing the primary pager, repeat the test for the alternate pager dial strings. (See the task list for procedures, Volume 2 of this manual.)

NuPoint Messenger Installation and Service Manual.

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Testing Message Delivery

For message delivery, the server should call the appropriate telephone number and, when the call is answered, should prompt, “Hello, [user’s name]. You have unplayed message(s) in your mailbox. Please enter your passcode.” If the first part of the greeting has been cut off, add more plus signs to the end of the pager number or post-pager number. Conversely, if the user answers and there is a long silence before the server plays the greeting, decrease the number of plus signs at the end of the pager number or post-pager number.

Message delivery calls can be tested using the Lights Test option mentioned earlier; however, i f an actual test call is made, you can check server prompts and the mailbox user interface at the same time. (See the task list for procedures, Volume 2 of this manual.)

The server can outdial very quickly—too quickly for some PBXs. One result can be that the server fails to get an outside line. To prevent this situation, try slowing down the server’s outdialing speed. You do this by inserting pluses (++) in dial strings. Each plus tells the server to pause for one second.

For example, suppose you have the following outdial string:

• T9T4155551212++ You can slow the pacing of the sequence by inserting two pluses after each major step in the

string. The result would be as shown below.

• T9T++4155551212++++ If this result works, you can experiment by removing one pause at a time to achieve the fastest

speed that your PBX can handle.

Testing Call Placement

To test call placement, log into the server and press M to make a message. If you configured the mailbox with the correct FCOS, you are prompted about which digit to press for making a message for a telephone number. Address the message to a telephone number, make the message, then send it. Verify that the message is delivered to the telephone number.

Make a message for a telephone number by specifying the call placement dialing plan digit, and the phone number itself. Do not include the numbers to get an outside line; this should be in the call placement pager system access code. If you have DID, you can make a message for your own number as if it were outside the server. For example, if your call placement dialing plan digit is 2, and your telephone number is 555-4567, then make a message for mailbox 25554567.

See the task list for procedures, Volume 2 of this manual, on the testing discussed in this section.

Successful vs. Unsuccessful Outdialing

The server applies specific criteria to call processing and treats an outdial as su ccessful or unsuccessful accordingly.

Successful Outdialing

If the server encounters speech, other than a lengthy greeting, after outdialing, it considers the call successful.

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Successful pages are retried a specified number of minutes apart (the pager interval), for a maximum number of times (the pager frequency). Paging is discontinued when any of the following occurs:

• The frequency number is reached

• The user listens to all unplayed messages in the mailbox and logs out

• The user disables paging

Unsuccessful Outdialing

If the server encounters a Busy or Reorder tone, or a Ring No Answer condition after outdialing, the call is considered unsuccessful. Other examples of unsuccessful calls are if no dial tone i s detected, or no tone or voice “greets” the server after the page is made. The server retries the page according to the busy frequency and busy interval.

When the server detects that an “illegal” dial string (that is, a string that does not conform to configuration rules) has been outdialed, it considers the page successful. This prevents the server from continually retrying the page. However, if a dial string is configured incorrectly (that is, it cannot activate the pager), but conforms to pager configuration rules, the server continually retries the page. This is why it is critical to test every pager immediately after configuring is completed.

Note: If you are using answer supervision (the L code) in any of your outdial strings, your outdial is

considered a failure unless the server detects a ringing on the line.

Billing Considerations

The billing function is capable of billing both paging and message delivery on a per-call basis. Remember, however, that the server site is the calling party and thereby responsible for any charges that accrue when paging or message delivery calls are made to the outside telephone network. As stated earlier, pager calls are usually of very short duration, but message delivery calls can be quite long. Since the cost of each call depends on the time of day that it is made, the duration of the call, the distance between the server and the user, and the rates of the local telephone company, the server makes no provisions for this aspect of the billing.

Outdial Billing

Outdials such as paging calls can, however, be billed back to a mailbox owner’s account. This form of outdial billing can be implemented through individual mailboxes’ configuration and is explained more fully in the Mailboxes chapter.

Here is an example:

Henry Huggins has a pager and has his pager calls billed to his calli ng card number. To perform this manually, you lift the telephone receiver; wait for a dial tone; dial 9 to get an outside line; listen for a dial tone; dial 0-612-555-4534 (0 indicates you will charge the call); wait for a computer tone; dial the calling card number; wait for another tone; dial his mailbox number, 6446; then dial # to tell the pager that all the display data has been entered. (This activates the pager). The dial string for these actions is:

Caller Action

Dial String Wait for dial tone. T Dial 9 to get outside access. 9 Wait for second dial tone. T

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Dial individual pager number is. 06125554534 Wait four seconds for line to settle. ++++ Wait for computer tone. G Dial calling card number 503102533346666 Wait four seconds for line to settle. ++++ Wait for computer (dial) tone. G Dial display data (mailbox). 6446 Enter # to indicate that all the data has been entered and make paging terminal hang up.

In this case, such as in Example 3 (DID Display pager), configuration is complex, since there is insufficient room in the mailbox Pager Number parameter to specify the individual pager number,

and

the calling card number, installations, however, DID display pagers share a common area code and prefix (0-612-555, in this case), and configuring the area code and prefix into the outdial index allows more than on e pager to use that pager system.

The organization of the dial string is: Pager system dial string T9T0612555

Pager Number 4534++++G503102533346666 Post-Pager Number ++++G6446#

the display data, all of which are unique to this pager. In most

The paging Mailbox Worksheet entries are: Pager access type B (billed outdial index)

Billing order nb Message delivery No

Finally, to use the calling card capability, you must set Phoneline Exception 32 to a value between 35 and 40. (The default is 24.) Refer to the

Manual

for your platform to do this.

NuPoint Messenger Installation and Service

Individual Rates

The server’s billing rates structure does allow you to specify an individual rate for each pager system. This rate is multiplied by the number of pages that are issued for the mailbox. If you put message delivery accounts and radio pager accounts on separate pager systems, you can increase the charges on the pager systems that serve message delivery subscribers to compensate for any toll charges that the telephone company levies.

User Telephone Interface

The following paragraphs discuss the user telephone interface for paging, message delivery, call placement, and passcode protection.

Paging and Message Delivery Telephone Interface

Users control their schedules and phone numbers by beginning at the Call Schedule Optio ns Menu, an option on the User Options Menu. From there, they go to the Paging/Message Delivery Schedule Menu, where they can alter the start and stop times and phone numbers.

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Note: When NP TDD is enabled, call scheduling is not available.

When users make a choice from the Paging/Message Delivery Schedule, the server gives them a series of prompts to guide them through each change they make. Whether users hear the prompts for paging or message delivery depends on the FCOS, and whether the Message Delivery parameter was set to Y in the mailbox configuration.

Call Placement Telephone Interface

To use this feature, users begin with these steps:

1. Press M to start making a message.

2. Press the key (set in the dialing plan) that activates call placement.

3. Dial the destination phone number. The server automatically prompts users to record the name of a recipient, and then to record a

message. After recording, users can send their messages immediately (with “n ormal” delivery), or use message addressing options, including passcode protection (se e below). When users send their messages, the server dials the specified phone number.

When someone answers the phone at the destination number, the server announces, “This is a message for [recipient’s name] from [sender’s name].” Recipients then have the following options from the keypad:

• Accept this message.

• Delay the message for 30 seconds.

• Reject this message.

• Tell the server to try to redeliver in an hour.

Note: All options require recipients to have a pushbutton phone.

If recipients accept the message, they can replay it and/or answer the sender. If recipients reject the message or the server cannot deliver it, the server notifies the sender with a non-delivery receipt—even if the sender did not request a receipt. Of course, users can still request the standard receipt.

Passcode Protection

As a message addressing option, users can attach a 4- to 10-digit passcode to their messages, which recipients must enter before they can play the messages. Of course, a sender and recipient must agree on this passcode beforehand.

To use this feature, a user presses M for message addressing options when making the me ssage for a call placement number. The user then presses O for off-site passcode, and is prompted for a 4- to 10-digit passcode. The user then exits message addressing options and sends the message.

The called person is prompted for the passcode before the message can be played.

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5 Message Waiting Application

This chapter describes the two standard message waiting applications in a NuPoint Messenger server that can turn PBX message waiting indicators on and off, and explains how to use the appropriate worksheet for configuring the desired application. Topics covered include:

• DTMF to PBX MWI Worksheets and Configuration

• RS-232 MWI Worksheets and Configuration

• Pre-Programmed and Programmable Interfaces

• PBX Information

• Testing

Note: Many PBX integration optional features have their own method for turning message waiting

indicators on and off, and do not use the functions discussed in this chapter.

Overview

Two message waiting applications can be used when an integration itself does not handle message waiting indicators. The two applications, DTMF-to-PBX Message Lights and RS-232 Message Waiting Indicators Interfaces, allow the server to turn PBX message waiting on and off.

• DTMF-to-PBX uses one or more line card ports to send DTMF signals over the telephone

lines

• RS-232 uses one or more serial ports to send signals to the PBX over an RS-232 data link or

modem between the server and the PBX.

You may wish to refresh or supress the message waiting indicators. Reach the Supress/Refresh MWI menu from the Main Menu by selecting (S) System Manitenance, (R) Reconfiguration, then (C) Supress/Refresh MWI.

At the Supress/Refresh MWI menu, you can set parameters to refresh some or all message waiting indicators, supress message waiting indicators for specific MWI types, and view the current MWI types and settings. When you set the first and last mailboxes, be sure that the range is a maximum of 2400 mailboxes.

Procedures

These procedures are located in Volume 2 of this manual.

Procedure Number

DTMF-to-PBX Message Waiting Indicator Configuration CP 3323

Programmable RS-232 Interface Configuration CP 3324

Pre-Programmed RS-232 Interface Configuration CP 3325

Assign Message Waiting Indicators to a Mailbox CP 5031

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Compensate for Different Directory and Mailbox Numbers CP 5032

Create an RS-232 Programmable Interface String CP 5036

Define an RS-232 Serial Port CP 5038

Enable/Disable Light-on Requests for Successive Messages CP 5034

Send the Number of Unplayed Messages CP 5039

Set Delay times for RS-232 Message Waiting Requests CP 5040

Assign Additional Serial Ports for RS-232 Programmable Interface CP 5055

Set DTMF-to-PBX Protocols CP 8008

DTMF-to-PBX Message Waiting Indicators

This application allows the server to turn PBX message waiting indicators on and off by sending DTMF signals over the telephone lines. Some PBXs allow telephone users to turn message waiting indicators on and off by dialing in a code. If your PBX has this capability, and if the code is not sent using proprietary signaling, you may be able to configure the server to behave as if it were a station user.

When a message is left in a mailbox that uses this type of message waiting, the server takes a line-card port off-hook, dials a string of DTMF digits, then goes on-hook. The PBX translates these digits and turns the appropriate indicator on. When all unplayed messag es have been played, the server follows the same procedure (dialing a different string of digits) to turn the indicator off.

You need to set up a line group of at least one line, which is dedicated to outdialing DTMF-toPBX message waiting signals.

DTMF-to-PBX Message Lights Worksheet

Configuring these message indicators involves two steps: setting up a line group of at least one line to serve as an outdialer of message indicators requests, and configuring the dial strings that constitute these requests. Complete the worksheet (Figure 5-1), then see "Message Waiting Indicators" in the task list for configuration procedures.

Configuring the PBX

Assign, to each server line that is dedicated to this application, a PBX class of service that permits the server to turn message waiting indicators on and off.

Configuring the Application

There are three steps to configuring DTMF-to-PBX message indicators:

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1. Determine what DTMF strings the PBX uses to turn message waiting indicators on and off,

and use this information to complete the DTMF-to-PBX Message Lights Worksheet. A blank worksheet is located in Volume 2 of this Manual.

2. Create a line group with one or more lines to be used as an outdialer port. If your PBX only

allows a message waiting indicator to be turned off by the same extension that turned it on, you can still configure a multi-line group if needed for heavy traffic volumes. The NuPoint Messenger server uses the correct port to turn off message waiting indicators for specific extensions.

3. Enter the information at the server maintenance con sole. All configuring of the DTMF-to-PBX message waiting indicators is PBX-dependent. If your PBX

allows users to turn the message indicators of other users on and off, then the proper coding can usually be found in the PBX users' guide. Otherwise, consult the PBX operating manual or your PBX vendor for the necessary codes.

The DTMF-to-PBX Message Lights application menu prompts for specific sections of the dial strings. The dial strings are dialed out in the following order:

1. PBX special access code

2. Pre-DN on or off string (after dial tone confirmation)

3. Directory number

4. Post-DN on or off string (followed by a wait for dial tone)

Figure 5-1 Sample DTMF-to-PBX Message Lights Worksheet

Line Group Information

All server ports are assigned to line groups. Each line group is then assigned to a single application, and any configuring that is done for that application applies to every port in the line group. The number of ports in each line group depends on how heavy the phon e traffic is expected to be for that particular application.

Line Group #

Each line group is represented by a distinct number. Valid line group numbers are 1 through 24.

Group Name

The group name is optional. It serves to easily identify the line group's purpose; for example, the line group for this application can be called "DTMF-to-PBX Outdialer."

Line(s) in Group

You identify each line (or port) in a group using a triplet, which stand for a module, the slot number for a line card, and a port on the line card. Module refers to a CPU, the server's main

processor. Slot numbers are 0 through 15. Ports are numbered 0 through number on the line card); you can connect one telephone line to each port.

(the highest port

For more information on triplets and line group numbering, see the NuPoint Voice Application chapter.

Initial Dial Tone Detection

When building outdial strings, the Initial Dialtone Detect parameter gives you precise control.

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This parameter allows you to include a T code (Go Off-Hook, Wait for Dial Tone) if you are integrating with most PBXs, or delete a T code in the dial string if you are integrating with cellular or other non-PBX equipment that cannot produce a dial tone.

The outdial string consists of the following parts:

• Initial T code produced by this parameter, if enabled

• PBX special access code parameter, if any

• Appropriate on or off dial string parameter (the pre-DN on dial string, pre-DN off dial string,

post-DN on dial string, or post-DN off dial string).

Note: If you enable this parameter ("enabled" is the default), do not enter a T code as the first part of the

special access code. If you do, the server waits for two separate dial tones. But two separate dial tones cannot occur in this context, so every message indicator request fails.

If you disable this parameter, you typically begin the special access code with the S (Go OffHook, Do Not Wait for Dial Tone) code.

PBX Special Access Code

Some PBXs require the server to dial a special access code before sending message indicators requests. The special access code indicates to the PBX that one of its special features is about to be invoked. Table 5-1 lists the characters allowed in this code.

Note: The NuPoint Messenger server automatically configures a T (Go Off-Hook, Wait for Dial Tone) as

the first part of the outdial string. DO NOT enter a T as the first part of the special access code because then the server waits for two separate dial tones.

There is no default PBX special access code.

Dial Tone Confirmation

Answer Yes to this parameter only if (1) a PBX special access code is required and (2) if, after the special access code has been sent, the PBX expects the server to wait for a dial tone before the server outdials any other digits. The default is No (no wait).

Pre-DN On or Off String

This string is sent before the directory number (extension number) to instruct the PBX to turn the message waiting indicator on or off at that station. There is no default Pre-DN on or off string.

Note: Never enter a T as the first part of the Pre-DN on string because then the server waits for two

separate dial tones.

Enter the coding, if any, that must be sent before the directory number to turn message waiting indicators on or off.

Suppress Updates to MWL

Each time a mailbox receives a new message, the server sends a request to the PBX to turn on the message indicator. However, if the user logs into the server, listens to all the new messages, and logs out, a single indicator-off request is sent to the PBX. Some PBXs stack the indicator-on requests. Then, when the single indicator-off request is sent, it cancels only one of the indicatoron requests, and the message indicator stays on. To prevent the server from sending an indicator-on request when the message indicator is already activated, leave this feature at the

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default setting of Yes. This feature also cuts down on overall message waiting indicators traffic.

Table 5-1 PBX Special Access Code Characters

Character Explanation

confirmation tone, for example), then do next item in string F Switch hook flash and wait for dial tone G Greet - Wait for a voice or computer tone answer H Hang up (go on-hook) L Answer Supervision - Wait for telephony signal from destination. Use only

Post-DN ON or OFF String

This string is sent after the directory number (extension number) to instruct the PBX to turn the message waiting indicator on or off at that station. There is no default post-DN on or off string.

Enter the coding, if any, that must be sent after the directory number to turn message waiting indicators on or off.

Wait for Dial Tone

The default value is N. If the PBX can return dial tone to the server to indicate that a message indicator has been turned on or off successfully, answer Yes. The server registers an error condition if dial tone is not returned, and redials the appropriate dial string.

Enable Alternate Code

The alternate code is the DTMF string that the server transmits after the pre-DN on string. Typically, the directory number (DN) and the mailbox number are the same. The server expects this to be the case, because it includes the mailbox number as the DN when it sends a message indicators request to the PBX. Sometimes, though, the DN and mailbox number are different. In those cases, do the following to make sure users get message waiting indication:

• Enable this parameter.

• Put the DN in the Department Code parameter of the mailbox's configuration. (The software supports up to 2000 department codes.)

After you complete these steps, the server uses the value of the Department Code parameter in the mailbox's configuration as the DN when it sends the request to the PBX.

Testing

See the task list for testing procedures.

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RS-232 Message Waiting Indicators Interfaces

This application allows servers to turn PBX message waiting indicators on and off by sending signals to the PBX over RS-232 data links. The data links can be either direct serial connections to the PBX, or they can connect to modems that are connected to analog ports on the PBX.

When a message is left in a mailbox, the server sends an ASCII message that tells the PBX to turn on the message waiting indicator at the appropriate station. Conversely, when all unplayed messages are played, the server sends an ASCII string that directs the PBX to turn off the message waiting indicator.

Serial Port or Modem Requirement

To use any RS-232 message waiting indicators interface, an RS-232 cable must be run from a server serial port to the PBX (or, in the case of CentrexRS-232 MWI interface, to a modem that communicates with the Central Office). The physical setup uses RS-232 pins 2, 3, and 4, with communications parameters of 1200 baud, 8 data bits, 1 stop bit, no parity, full duplex, and no flow control.

If you have an expansion serial port card installed in your server, you can use as many serial ports as necessary for the programmable RS232 message waiting application. You first assig n and configure a single serial port using index 1, and then any additional ports assigned to the application will adopt the configuration of the first port.

RS-232 Message Waiting Indicators Interface Worksheet

Complete an RS-232 Message Waiting Indicators Interface Worksheet. A blank worksheet is located in Volume 2 of this Manual. Then see "Message Waiting Indicators" in the task list for configuration procedures.

Pre-Programmed Interfaces

A server can operate with a variety of pre-programmed interfaces. These are described briefly in the following paragraphs.

SL-1 Background Terminal Facility

Use this message waiting indicators interface when the SL-1 background terminal facility (X37 release 3) message waiting protocol is required.

Note: This option has been superseded in SL-1 software. Unresolved conflicts can occur with some newer

features.

NuPoint Messenger Standard Interface

A wide variety of PBXs can use this interface. Default settings for this interface are listed in Table 5-2.

Table 5-2 Default Settings for Standard Interface

String Setting

Initialization string \r\r\r (three carriage returns) Reply string None Pre-DN ON string M1

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Pre-DN OFF string M0 Post-DN ON string \r Post-DN OFF string \r

See the table of ASCII codes under "Configuring the Programmable Interface" for definitions of these settings.

Specialized Message Waiting Indicator Systems

The following specialized message waiting indicator systems require the purchase of additional hardware and software. Instructions for installing and configuring these systems are shipped with the products.

AC Message Lamp

The server is equipped with the NuPoint Messenger AC Message Lamp system. When you create or modify a mailbox, the server prompts for the address of the user's AC message lamp unit, which is set with the thumbwheel switches on the message indicator box.

An AC message lamp address starts with a house code, which can be any letter from A through P. This is followed by a unit code, which can be any number from 1 through 16. Examples are A1, D5, P16. Address P1 is reserved for troubleshooting and diagnostics, and must not be assigned to a mailbox.

After the address is entered, the server prompts for the number of the AC controller. The controller number is either 1 or 2, depending on the controller unit that is shipped with the AC message lamp system. Both controllers are equivalent; the unit shipped depends on availability. The controller number is displayed in the server's configuration report.

Tip and Ring Message Waiting Lamps

The server sends signals over the telephone lines to either a Tip and Ring Message Waiting Notification Controller (TRNC), which controls message waiting indicators at users' stations; or to a dispatch indicator board, which is used for automated dispatch applications.

When this message waiting type is chosen (during mailbox create or modify), the server issues a prompt that lets you specify the chassis number and line number. More than one TRNC unit can be connected to a server. The chassis number is the number of the TRNC unit to which the user's telephone line is connected. The line number is the exact position where the line is attached to that chassis. The technician who installs the Tip & Ring message wai t ing indicators system makes a list of the users' stations and their corresponding addresses.

You can also use this message waiting type with the Alltel Dispatch System.

Video Dispatch

Video Dispatch is part of the Automated Dispatch Communications System. Video terminals display the status of dispatch mailboxes. These displays are updated as messages are received, played, and deleted. Special hardware and software must be purchased from your distributor to run a Video Dispatch system.

Optional Features

The other pre-programmed RS-232 message waiting indicators interfaces, listed below, are

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optional features. For more information about any of them, contact your distributor.

• BBL Pager

• Hyatt Encore PMS Integration

• PMS Integration

• HIS PMS Integration

• Hitachi PMS Integration

• Hitachi DX

• ITT

Programmable Interface

The Programmable option allows you to customize the RS-232 message indicator software interface between the server and the PBX. All codes are sent in ASCII. Numbers, letters, and certain special characters (Table 5-3) are understood by the software.

Configuring a Pre-Programmed RS-232 Interface

Configuring any of these interfaces consists of defining a serial port then making selections from the respective interface menu. See "Message Waiting Indicators" in the task list for configuration procedures.

Use the RS-232 Message Waiting Lights Worksheet (Figure 5-2) to orga nize the information you need for configuring one of these interfaces. If the interface is an optional feature, also contact your local distributor for additional directions. A blank worksheet is located in Volume 2 of this Manual.

Configuring the Programmable Interface

The RS-232 Message Waiting Lights Worksheet (Figure 5-2) organizes the information that is necessary for configuring the programmable interface. You can use ASCII codes in any of the strings described in the following paragraphs.

Table 5-3 lists the valid ASCII codes that can be used. The following descriptions can help you to complete this worksheet.

Initialization String

This string is sent to the PBX to notify it that the server is ready to send message waiting indicator requests.

Reply String

After the initialization string is sent, the server waits for the PBX to return this reply string, before sending message indicators requests.

Pre-DN On String

This string is sent before the directory number (extension number) to instruct the PBX to turn the message waiting indicator on at that station.

Pre-DN Off String

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This string is sent before the directory number (extension number) to instruct the PBX to turn the message waiting indicator off at that station.

Table 5-3 RS-232 Message Waiting Indicators Interface Codes

Code Explanation \r carriage return \n new line \t tab \b backspace \f form feed \\ backslash \" double quotes \? question mark . no string needed

Post-DN On String

Enter the coding, if any, that must be sent after the directory number to turn message waiting indicators on. There is no default post-DN on string.

Post-DN Off String

Enter the coding, if any, that must be sent after the directory number to turn message waiting indicators off. There is no default post-DN off string.

Department Code as DN?

Enter Yes if you want the server to send the department code as the DN when issuing a request to turn indicators on or off. When this feature is set at the default value, No, the server sends the mailbox number as the DN.

Figure 5-2 Sample RS-232 Message Waiting Lights Worksheet

Unplayed Number Sent?

Enter Yes if you want the server to send the number of unplayed messages after the DN, when issuing a request to turn indicators on. The default value is No.

Delay After Post-DN String

This parameter is the period of time, in seconds, between the post-DN off string and the ending trailer string. This delay gives the PBX time to process each request correctly. If requests come too quickly, the PBX could drop or corrupt them. From 0 to 255 seconds can be specified. There is no default delay.

Ending Trailer String

If the PBX requires this string, the server sends it after the delay just described. Use the characters in Table 5-3 to create this string, up to 30 characters long. There is no default ending trailer string.

Suppress Updates to MWL?

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A server administrator can configure whether message waiting indicator on or off requests are sent out for every new unplayed message, or only when the message waiting indicator state changes from off to on or from on to off. Using the latter functionality (only when the message waiting indicator state changes) makes better use of server resources.

The server does not suppress message waiting indicator updates by default. To suppress them, you must enter the message waiting type number of your RS-232 system, then enter Yes. (The default is No for all types.)

Message waiting types are listed in Table 5-4.

Modem Result Code

The modem result code parameter allows the server to determine if a message waiting request was accepted by the switch, and to retry a failed request if necessary. The modem result code tells the server to look for a certain message from the modem to indicate that the message waiting request was accepted by the switch. You must know the message that the modem returns, for example, "NO CARRIER." The server looks for the exact message set in the Modem Result Code field, and, if it does not see it, retries the message waiting request up to 18 times.

You can find out what result code the modem returns by setting this field to some value (it doesn't matter what), and then turning on the Pager/Programmable RS232 interface in Event Record er. Use the Lights Test to send an MWI request to a mailbox that has its MWI type set to Programmable RS232. The Event Recorder message will show you the actual result string that is returned from the modem. You can then set the Modem Result Code field to that value, assuming that the request was completed successfully.

Leave this field blank to have the server ignore any result code returned by the modem and assume that all message waiting requests are successful. To remove a previously configured value, enter a period.

Testing

Create at least one mailbox with the RS-232 message waiting type that is appropriate for your server. To test RS-232 message waiting indicators, choose the Lights Test option from the server maintenance console, and select the proper message waiting type. See the task list for testing procedures.

Table 5-4 Message Waiting Types

Number Message Waiting Type

0 None 1 Not available 2 AC message lamp 3 DTMF-to-PBX 4 Fixed RS-232 (and Hitachi DX) 5 Pager 6 SL-1 7 Program RS-232 8 Tip & Ring RS-232 9 Centrex RS-232 10 Intecom RS-232 11 NEC RS-232 12 Video Dispatch 13 ITT RS-232 14 Text

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15 AT&T System 75 16 HIS PMS 17 Unified Integrations 18 ROLM 19 Mitel 20 SL-1 Message Waiting 21 Hitachi PMS 22 SL-1 Enhanced Meridian 23 Fujitsu 960 24 SMS-MWI

6 Mailboxes

This chapter describes the most common component of the NuPoint Messenger server software applications, the mailbox. These topics are covered:

• Outside callers and Mailbox Owners

• Mailbox Creation and Modification

• Worksheets

• Classes of Service

• Greetings

• Distribution Lists

• Other Configuration Parameters

• Unplayed Messages and Receipts

• Types of Mailboxes

• Outdial Billing

Overview

Mailboxes are the user component of a server. Every server user has at least one mailbox, and the server administrator must make a number of configuration decisions that affect mailboxes. Some configuration is server-wide, and has been discussed in the previous application chapters. This chapter describes different mailbox configuration options and how to do them.

Procedures

You can perform the following procedures to configure mailboxes. These proce dures are located in Volume 2 of this manual.

Procedure Number Distribution Lists

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Distribution Lists Configuration

Allow Broadcasting to a Broadcast Mailbox

Configure a Mailbox for Distribution Lists

Configure for Name and Greeting Broadcast

Create a Master Distribution List

Create or Modify a List for Mailbox Owners

Delete a Distribution List

Delete a Member from All Distribution Lists

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Nest a Distribution List or Prevent Nesting

View All Lists Containing a Specified Member

View Members of a Single List

Greetings and Prompts Allow a Transfer Automatically After a Greeting

Configure for Name and Greeting Broadcast

Configure for a Receipt Notice or Receipt Summary

Copy a Mailbox Greeting

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Enable an Alternate Company Greeting

Enable or Disable a Message of the Day

Enable or Disable Tutorials

Record an Alternate Company Greeting

Record Company Greetings

Schedule Company Greetings

Set Languages for Prompts

Test Conditional Greetings

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Mailboxes Mailboxes Configuration

Configure a Broadcast Mailbox

Configure a Chain Mailbox

Configure a Rotational Mailbox

Configure a Standard Mailbox

Configure a Shared Extension Mailbox

Configure a Tree Mailbox

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Configure an Overflow Mailbox

Define an Administrator’s Mailbox

Define an Attendant’s Mailbox

Delete a Mailbox

Inquire About Mailboxes

Modify a Mailbox Configuration

Search for Mailboxes

Set the Passcode, Passcode Count and Tutorial Setting for a Mailbox

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Test Mailbox Capabilities

Test Message Waiting Indication

Outside Callers vs. Mailbox Owners

In many discussions of server mailboxes, you encounter the terms

owner

, or

mailbox owner

or users. A caller dials the server number, enters a mailbox number, listens to the mailbox greeting or prompt (such as “Please leave a message for Kim Smith”), then leaves a message. A person who is assigned a mailbox is a “mailbox owner.” Owners can log into their own mailboxes, play messages, choose selections from a User Options Menu, and select other voice messaging operations. The term “user” usually refers to mailbox owners, as opposed to outside callers, as they are users on the server.

. There is a difference between (outside) callers and (mailbox) owners

caller, outside caller, user

Mailbox Creation and Modification

Mailbox creation, deletion, and modification are implemented in different ways depending on how your terminal has been configured.

Scrolling Interface

If you are using the scrolling menu interface, then mailbox creation and modification are similar to that used in the Release 5.04 application. Creation, deletion, and modification are three different menu choices. Mailbox creation and modification both generate a set of prompts for the administrator to answer, one at a time. If you mistakenly answer one prompt incorrectly, you cannot return to it; you must finish the prompts and recreate or remodify that mailbox again. The advantage of this method is that it works on any kind of terminal.

Full-Screen Interface

The server has a full-screen interface you use to create, modify or delete mailboxes. All three options are combined in one menu choice. You use function keys for different options when in this mailbox menu. The mailbox screen is shown in Figure 6-1. The function keys you can use in the mailbox maintenance screen are:

Function Key Explanation F1 F2 F6 F8

Display next mailbox Display previous mailbox Delete mailbox Statistics

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F9 or Esc F10

Exit the Mailbox Screen Edit current mailbox’s information

These are the appropriate function keys when you are editing a mailbox’s parameters (after pressing F10):

Function Key Explanation F6 F7 F8 F9 F10 Home End

Billing Family/Guest Mailbox Setup (for VMUIF interface only) Display Statistics Cancel edit session and ignore changes Exit and Save new information Help (based on where cursor is located) Edit Additional Fields (where cursor is located)

Figure 6-1 shows the Message Waiting Indicator screen, which you can edit for Message Waiting 1, 2, and 3. Use the mailbox worksheets when creating new mailboxes. The worksheets are described in the next section.

Figure 6-1 Mailbox Maintenance Screen

Mailbox: 00000000998 Code: Name: Classes of Service Limits: Default 1 Tenant: Default TCOS 1 1 Features: UNLIMITED 1 Restriction: 1 Group: Default GCOS 1 1 Network: Default 1 Bad Login Count: 0 Last Login Time: NEVER Access Code: Password: N Day Treatment: M Extension: 998 Atten DN:

List Rights: Review: Change F1 Next F2 Prior F6 Delete F8 Stats F9 or Esc Exit F10 Edit

Enter mailbox number to modify or create.

Speech Quality Msgs: 0 Greets: 0 Tutorial: N Night Treatment: M Index: 0 Index: 0 CallPlacement Index: N TimeZone: 0 Message Waiting 1: 0 None Message Waiting 2: 0 None Message Waiting 3: 0 None

There are additional fields to edit for the three Message Waiting Indicator Fields, and for the two List Rights fields. In both cases, press the End key to edit the Use this screen to configure paging or message waiting. Figure 6-2 shows the List Rights screen, which you use when editing distribution list change or review right.

Figure 6-2 Message Waiting Indicator Screen

M A I L B O X M A I N T E N A N C E +------------------------------------------------------------

----+

Mailbox: | Message Waiting Light Fields | Name: |

Pager #01 Pager #02

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Classes of| Suppress: N N | Limits: D

Pager Num: | Features:U

Post Pager: | Group: D| System: 0 0 | Network: D

Frequency: 0 0 | Bad Login

Interval: 0 0 | Access Cod| Busy Frequency: 0 0 | Password:

Busy Interval: 0 0 | Day Treatm

Msg dlvr: N N | Extension:

Start Time: 12:00 am 12:00 am | Atten DN:

Stop Time: 12:00 am 12:00 am | | Alt Page: N | +------------------------------------------------------------

----+ Message Waiting 2: 0 None Message Waiting 3: 0 None List Rights: Review: Change:

F9 Cancel F10 Exit and Save Home Help End Menu Selection Suppress Pager (Y/N)

Figure 6-3 Distribution List Rights Screen

M A I L B O X M A I N T E N A N C E

Mailbox: 00000003553 Code: Name: ma+-------------------------------------------------+ Classes of S| Distribution List Review Rights | Limits: DDe| 02 03 04 05 06 07 08 09 10 11 12 13 14 15 |1 1 Features:UUN| 01 1 1 1 1 1 1 1 1 1 1 1 1 1 1 | Group: DDe| 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 | Network: DDe| 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 | Bad Login Co| 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 | NEVER Access Code:| 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 | Greets: 24 Password: | 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 | Day Treatmen| 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 | Extension: | 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 | Atten DN: | 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 | | 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 |TimeZone: 0 | 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 |Pager | 96 97 98 99 |None | 1 1 1 1 |None +------------------------------------------------F6 Billing F7 Family F8 Stats F9 Cancel F10 Exit and Save Home Help

Enter 1 to have rights; 0 to not have rights

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Mailbox Maintenance

Mailbox maintenance allows you to:

• Search for mailboxes meeting specified configuration criteria (Search for Mailboxes option)

• Obtain configuration information about a specific mailbox (Inquire About Mailboxes option)

• Obtain configuration information about every mailbox in the system (Mailbox Data Report

option)

• View comprehensive details about mailbox activity that is helpful for debugging mailbox

configuration (Mailbox Dump option)

You can also obtain a summary report about disk speech usage for a given mailbox. This report shows the number of messages played, unplayed, and urgent; message receipt s; and the recorded name and greetings for the mailbox. A report option allows you to obtain the total disk usage for a range of mailboxes.

Any of these options presents a report that you can have displayed at the server maintenance console or printed at a console printer. For sample reports and detailed explanations about their contents, see the Reports chapter.

Mailbox Worksheets

Before configuring a standard mailbox, complete the Mailbox Individual Worksheet. Each worksheet entry is explained in the following sections. If you want to use a default value, indicate that fact on the worksheet. Then you will not need to select or enter any information for that parameter during reconfiguration. Figure 6-4 shows a sample Mailbox Individual Worksheet. A blank Mailbox Individual Worksheet is located in Volume 2 of this manual.

To configure a mailbox for paging, message delivery, or call placement, see also “Mailbox Configuration” in the Pager Application chapter.

Department codes are required for some message waiting applications. In addition, the billing report includes the department code to allow billing by department. If the mailbox uses a department code, the software supports up to 2000 department codes.

When you need to organize information for large groups of mailboxes, you can use a Mailbox Group Worksheet (Figure 6-5). This worksheet allows you to enter configuration values for several mailboxes on a single sheet. Use it in conjunction with the Mailbox Individual Worksheet when appropriate. A blank Mailbox Group Worksheet is located in Volume 2 of this manual.

Classes of Service

Each mailbox is assigned classes of service. A Feature Class of Service (FCOS) is a collection of mailbox features, options, and abilities, called a group of mailbox limits, such as how many messages a user can store. The LCOS also determines the mailbox prompts language. A Group Class of Service (GCOS) determines which mailboxes can communicate with each other. A Restriction Class of Service (RCOS) establishes a calling area for a mailbox that is subject to NPA/NXX call screening. For further information on FCOSs and feature bits, see the Features Class of Service chapter. For information on LCOSs and limits, GCOSs and groups, and RCOSs, refer to the Other Classes of Service chapter.

feature bits

. A Limits Class of Service (LCOS) is

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A Network Class of Service (NCOS) and Tenant Class of Service (TCOS).parts of optional features.can also be assigned to mailboxes.

For more information about NCOSs and TCOSs, respectively, see and

Enhanced SMDI Integ ation Manual. r

Figure 6-4 Sample Mailbox Individual Worksheet

Figure 6-5 Mailbox Group Worksheet

The NP Net Digital Network

Names and Greetings

A mailbox owner can record a name for the mailbox. If the owner does not record a name, the server uses the mailbox number instead. For example, if you have mailbox 5731 and record “Kevin Lee” as your name, other users hear “Kevin Lee” when they make messages for your mailbox. If you do not record a name, users hear “Mailbox fifty-seven thirty-one.” Users also hear mailbox names when they play messages from other users. If you get a message from an outside caller, no name is used.

Greetings are played when callers or users reach your mailbox, either by entering your mailbox number or by dialing your extension (if you have an integration that supports this feature). Mailbox owners can choose various types of greetings, depending on their FCOS. In many of the integrations that a server supports, owners can choose greetings that respond to the condition under which a call has been received by the server: Ring No Answer, Busy, or Forward. Personal greetings for these three possible conditions are called the same greeting played under all conditions, a user would enable the

conditional greetings

primary greetings

. To have

The general greeting option allows a user to select whether to use personal or server greetings. If conditional greetings are also enabled, the user can select conditional server greetings that play in response to line conditions as shown in Table 6-1.

Table 6-1 Greetings Supplied by the Server

Condition Greeting

Ring No Answer “I’m sorry, [name] does not answer. Please leave your message at

the tone.”

Busy “I’m sorry, [name] is on another call. Please leave your message at

the tone.”

Call Forward “I’m sorry, [name] is not available. Please leave your message at

the tone.”

You can copy a mailbox greeting to a mailbox name and copy a mailbox name to a greeting.

Distribution Lists

This section covers:

• How distribution lists are used in the server software

• Interactions between distribution lists and various class of service settings

• Distribution list administration

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Overview

A distribution list allows a mailbox owner to send the same message to a number of recipients by entering the distribution list number instead of entering each mailbox number. Mailbox owners can create distribution lists by phone, or a server administrator can create them at the server maintenance console.

There are two types of distribution lists: mailbox owner distribution lists (sometimes called “user distribution lists”), which are only accessible by the mailbox owner, and master distribution lists (sometimes called “system distribution lists”), which are accessible by all users of a line group.

In addition to addressing messages, distribution lists control the actions of several special mailbox features. The distribution lists in tree mailboxes and rotational mailboxes identify child mailboxes, and the distribution lists in broadcast mailboxes identify the recipients of broadcast messages, greetings, and so forth.

Distribution list administration involves many parts of server administration:

• FCOS settings allow mailbox owners to send to and receive from distribution lists.

• LCOS settings control the maximum number of list per mailbox, up to 99, and the maximum

number of recipients per list, up to 65,535.

• GCOS settings identify which mailboxes can exchange messages.

• Mailbox settings control the ability of mailbox owners to review and/or modify distribution lists. Once you have configured mailboxes appropriately, you can create distribution lists – including

master distribution lists – and maintain them from a telephone. In addition, you can create distribution lists from the server console using the List Maintenance Menu.

Mailbox Owner Distribution Lists

Mailbox owners can create up to 99 distribution lists for groups of people that they communicate with frequently. Mailbox owner distribution lists are only accessible by the mailbox owner. Although a server administrator can create distribution lists for any mailbox, it is usually easier to let the mailbox owners create and maintain their own lists.

When mailbox owners are given the capability to create and use their own distribution lists, the server plays the appropriate prompts and options in the User Options Menu. Besides a dding and deleting members, mailbox owners can review the members of a list and record a spoken name for it to serve as a confirmation when addressing messages to the list.

A server administrator can control whether or not a mailbox owner can review or modify distribution lists. Turning off both capabilities can be useful for broadcast mailboxes, while turni ng off the modify capability can be useful in service bureau environments in which the service bureau maintains the lists for the customers.

Mailbox owners address messages to their distribution lists by pressing a 0 (zero) before the list number, for example “015” to address a message to distribution list 15. If feature bit 036 is enabled, the sender receives a receipt listing which recipients have and have not listened to the message.

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Master Lists

Master lists are useful when more than one person must send messages to the same group o f people. A master list is a line group-specific distribution list that you can define in the administrator’s mailbox for that line group. There can be up to 99 master lists. All mailbox owners who call in on that particular line group can use a master list by pressing “00” before the list number; for example, “009” to address a message to master distribution list 9, or “0025” for master list 25.

A master list defined for one line group is not necessarily a distribution list for another line group. They can share master lists if they share the same administrator’s mailbox.

Although you can create master distribution lists over the phone, it is usually easier to use the server maintenance console due to the size of some lists. It is often necessary to add newlycreated mailboxes to one or more master list. You must use the phone to log in to the administrator’ mailbox and record spoken names for master distribution lists.

Distribution Lists and Special Mailboxes

Several types of special-function mailboxes use distribution lists to accomplish their purposes. These include:

• Tree and rotational mailboxes

• Broadcast message mailboxes

• Broadcast password mailboxes

• Broadcast greeting mailboxes

• Broadcast name mailboxes Tree, rotational, and broadcast message mailboxes all use distribution list 1 to define child or

recipient mailboxes. For tree and rotational mailboxes, the order of child mailboxes in the distribution list can affect what callers hear.

Broadcast greeting, name and passcode mailboxes use distribution list 9 to identify the recipients of the broadcasts. Using list 9 for these features allows these mailboxes to also perform other special functions, such as broadcast messages, which use distribution list 1. The mailbox owner can define the remaining distribution lists.

For more information on special mailboxes, see the Special Mailbox section, later in this chapter.

Nesting Distribution Lists

“Nesting” refers to the ability to make one distribution list a member of another list. This allows you to create a distribution list for each department, and then create a company-wide distribution list that only contains the department lists. Any changes to the department lists are automatically picked up by the company-wide list.

The server allows unlimited distribution list nesting by default, except in a broadcast mailbox. Nesting operates as shown in Figure 6-6.

Figure 6-6 Distribution List Nesting

Once the lists in Figure 6-6 are set up, mailbox 301 can make a message to list 2, and the

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following mailboxes receive the message: 224 through 227, 101 through 104, and 401 through

403. Mailbox 104 only receives one copy of the message, even though it appears in both lists 3 and 4.

Feature bit 222 prevents mailbox owners from nesting distribution lists.

If you are creating the distribution list from the server console, identify a nested distribution list by including “D” before the list number (for example, D03). This is not needed when creating a list from the telephone; just enter the list number (for example, 03). For complete information refer to the Mailbox task list in Volume 2 of this manual.

Note: If you send a message to a nested list that contains many mailboxes, a mailbox owner can receive a

message twice. This can happen if a mailbox appears in two lists and the mailbox owner receiv es the message while the server is still processing the rest of the list. If the mailbox owner discards the message, the server can send another copy when it reaches to the second occurrence of the mailbox. This is only an issue with very large nested distribution lists.

Distribution List Interaction With FCOS

You can use the mailbox FCOS to control the ability to send messages to distribution lists, receive messages sent to other lists, or create or modify distribution lists. As described above, a feature bit prevents distribution list nesting. Additional feature bits control whether mailbox owners can use master distribution lists.

The feature bits listed in Table 6-2 affect distribution list use.

Table 6-2 Feature Bits that Control Distribution Lists

Feature Bits Descriptions

032 Make (messages) to user distribution list 033 Give (messages) to user distribution list

034 Make to master distribution list 035 Give to master distribution list 036 Auto-receipt for user distribution list messages 044 Receive user distribution list messages 045 Receive master distribution list messages 074 Create or modify user distribution list 134 Broadcast message waiting status 222 Deny nesting of distribution lists

In addition, these limits affect distribution lists:

• Maximum number of distribution lists (maximum 99)

• Maximum recipients count (maximum 65,535) For more information, see the Features Class of Service and Other Classes of Service chapters.

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Distribution List Interaction With LCOS

You can use LCOS settings to control the number of distribution lists per mailbox, the number of members per list, and the maximum number of recipients for any message. The specific limits that apply to distribution lists are:

• Maximum members per distribution list (maximum 65,535)

• Maximum number of distribution lists (maximum 99)

• Maximum recipients count (maximum 65,535) You can use the “Maximum recipients count” limit to control the impact of nested distribution lists.

The server does not deliver the message to more recipients than this limit allows, even if the total recipients in the nested distribution lists is greater.

Note: The maximum for a distribution list in a tree or rotational mailbox is 190 members.

For more information on any of these features, see the Other Classes of Service chapter.

Distribution List Interaction With GCOS

Distribution lists are affected by the GCOS settings that control the ability of any mailbox owner to send messages to other mailbox owners. You must ensure that all members of a master distribution list have GCOS settings that allow them to exchange messages. Mailbox owners cannot add recipients who do not share GCOS settings to their distribution lists.

For more information on Group Class of Service, see the Other COS Chapter.

Mailbox Settings for Distribution Lists

Each mailbox has two parameters that are specific to distribution lists:

• Lists with review rights

• Lists with change rights These parameters control which lists a mailbox owner can review or change. Review rig hts allow

the owner to play the names and numbers of all mailboxes in a list. Denying review rights can keep the contents of a list confidential. Change rights allow the owner to add or delete mailboxes in a list. Denying change rights prevents the user from altering a distribution list, which is helpful for certain applications, such as networking, that require distribution lists.

List Maintenance

The List Maintenance Menu allows you to create, modify, delete and view distribution lists in any mailbox. You can also locate all lists that contain a specific mailbox, and delete that mailbox from all lists.

By using Administration by Phone you can create, modify, delete and review master distribution lists in an administrator’s mailbox, and you can record names for those lists. From an administrator’s mailbox you can create and modify master lists from 1 to 99, just like a mailbox owner’s personal lists. Administrators’ mailboxes do not have user (mailbox owner) distribution lists, only master lists.

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Other Mailbox Configuration Parameters

Along with other parameters in a mailbox configuration, you can also specify a message waiting type that determines how mailbox owners are notified when unplayed messages arrive in their mailboxes. Mailboxes can also be configured for paging and message delivery. Refer to the Pager Application chapter for more information on these topics.

Mailboxes can be password-protected.

Variable Length Mailbox Numbers

The variable length mailbox number capability allows the server administrator greater flexibility when assigning mailbox numbers. You can configure a dialing plan to allow variable length mailbox numbers. Code a V in the desired digit position in the dialing plan, as described in the NuPoint Voice Application chapter under “Mailbox Dialing Plan.”

Without this capability, all mailboxes in the same line group that begin with the same digit must be the same length. If, for example, you specify “3” as the mailbox number length for mailboxes beginning with 1, then all 1-series mailboxes must be three digits long: 100, 101, 102-199, etc. This means you have only 100 mailboxes available beginning with 1.

When you specify that mailboxes beginning with a certain digit can be variable length, those mailboxes can be as short as one digit (9), or as long as 11 (99999999999). This allows you over 11 billion different mailboxes beginning with 9! (You cannot, of course, configure 11 billion mailboxes, since that would exceed the storage capacity of the disk.)

Hotel installations can make good use of variable length mailboxes. It is convenient for a guest’s mailbox number, telephone number, and room number to be the same, but this is impossible to achieve with fixed length mailbox numbers and a single line group. To understand why, realize that most hotel dialing plans assign three-digit numbers to rooms on floors one through nine, and four-digit numbers to rooms on floor 10 and above. If the mailbox for room 111 matched the phone number, the mailbox for room 1111 could not.

Variable length mailboxes allow you to keep all mailboxes in a single line group and still assign mailboxes that match room and telephone numbers.

Configuration Considerations

If you configure variable length mailboxes, mailbox owners must modify their interactions in these ways:

• When addressing a message to multiple recipients, they must enter a pound sign (#) after

each mailbox number that is variable length, or wait for the server to prompt for the next recipient’s mailbox number.

Note: If mailbox owners enter a pou nd sign after a mailbox number that is not variable length, the server

interprets it to mean that message addressing is complete. This can be confusing to mailbox owners, who find that pressing a pound sign at “the same time” elicits differing prompts. To avoid this confusion, it is recommended that you make either all mailboxes variable length, or none.

After entering the final mailbox number and pound sign, they must do one of the following:

• Enter an additional pound sign to get the “Begin recording . . .” prompt.

• Wait for the “Begin recording . . .” prompt.

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Integrations Supported

You can configure variable length mailboxes with all integrations which are supported except for the Omni S1 series and the MD-110.

Server Time-and-Date Stamp for Messages

The time-and-date stamp is optional information that the server can add to every message, to tell the recipient when the message was recorded. If a mailbox owner plays the message the same day it arrives, only the time is given (for example, 2 p.m.). If the mailbox owner plays the message on a later day within the same week, the day of the week and the time are announced (for example, Monday, 2 p.m.). If the mailbox owner plays a message more than a week after it was received, the day of the week, date, and time are given (for example, Monday, May 11, 2 p.m.).

Time Zone Offset

A mailbox time zone offset is a number the server adds to or subtracts from the hour portion of a message’s time stamp. This allows mailbox owners to convert the time stamp on a message to the time zone of their choice.

The server converts the time in a mailbox, so only the mailbox owner hears the converted time stamp for a message. Users sending messages to or receiving messages from such a mailbox hear the server’s normal time stamp.

This ability is useful for mailbox owners who live and work in a time zone different from the one where their server is located.

The time zone offset affects all types of messages except call placement.

Mailbox Configuration Parameters

When you create a mailbox from the console, the time zone offset is one of the mailbox configuration parameters.

The Mailbox Data Report displays the time zone offset, along with other parameter settings.

Example of Use

Suppose a mailbox owner works in Atlanta, but uses an server based in San Jose. By default, all the mailbox owner’s messages would have a time stamp based on San Jose’s time zone. If someone sends the mailbox owner a message at 2 p.m. Pacific Standard Time, that is the time stamp the mailbox owner hears for this message.

However, if the time zone offset in a mailbox owner’s mailbox has a value of 3, the server tells the mailbox owner that same message was sent at 5 p.m. The sender of the message, though, hears that the server sent the message at 2 p.m.

Tutorials

The standard tutorial, which gives basic instructions to a mailbox owner on how to set up a new

not

mailbox, is automatically enabled when a mailbox is created. The standard tutorial is available, however, if NP TDD is enabled. When the tutorial is accessed the first time on a new

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mailbox, it directs the new owner to record a name and greeting, and to set a passcode. There are times when mailbox owners do not want to hear the tutorial (for example, if they are setting up a series of tree mailboxes for directory assistance). The Set Passcode/Tutorial option from the Mailbox Maintenance menu is used to disable (or enable) a standard tutorial, when desire d.

Instead of the standard tutorial, customized information tailored to an individual installation can be recorded in the attendant’s mailbox and played for new mailbox owners. This is a site tutorial, a greeting typically recorded by a server administrator.

Unplayed Messages and Message Receipts

The server offers customers message processing flexibility in two related areas:

• Defining unplayed messages

• Controlling when the server sends receipts

Unplayed Messages

Feature bit 145 (Message stays in original queue) determines how the server classifie s a message if a mailbox owner does not explicitly keep a message (by pressing K) or discard it (by pressing D).

Message Receipts

Feature bit 147 (Send receipt after full play) controls whether the server waits for a mailbox owner to explicitly keep a message (by pressing K) or discard it (by pressing D) before sending a receipt to the sender of that message. The server makes this decision only after a mailbox owner plays the entire message.

The presence of this feature bit works on a partially played message exactly as it does on a completely played message. Otherwise, it would be possible for the server to put a partially played message into a mailbox owner’s saved queue but not send a receipt.

147 has an effect only when it and feature bit 145 are in the same FCOS. Refer to the Features Class of Service chapter for more information on how these two feature bits interact.

Types of Mailboxes in a Typical Installation

Besides standard mailboxes, a server typically has an admini strator’s mailbox, up to five attendant’s mailboxes, and other special mailboxes. Basically, special mailboxes have all the characteristics of standard mailboxes, plus special privileges and capabilities.

Standard Mailboxes

A standard mailbox is a collection point for voice messages. It also has greetings and prompts associated with it and can be configured to provide an array of capabilities related to voice messaging. The classes of service mentioned earlier are the means by which y ou can configure mailboxes to provide the desired capabilities.

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Special Mailboxes

The following sections describes the types of special mailboxes listed at the beginning of the chapter. There are 13 types of special mailboxes:

• Administrator’s mailbox

• Attendant’s mailbox

• Broadcast

• Chain

• Check-In and check-out mailboxes

• Greeting-Only mailboxes

• Guest mailboxes

• NP OnDemand templates

• Rotational mailboxes

• Shared extension mailboxes (a variation of a tree mailbox)

• Template mailboxes (NP Forms)

• Tree (bulletin board) mailboxes

Administrator’s Mailbox

The initial software installation contains an administrator’s mailbox that has these special privileges:

• Contains the company greetings

• Can create or edit master distribution lists that can be used by any mailbox owner in the

server (with an appropriate FCOS)

• Can add mailboxes, delete mailboxes, and change mailbox configuration, by phone For more information about the administrator’s mailbox, see the NuPoint Voice Application

chapter.

Attendant’s Mailbox

The initial software installation also contains an attendant’s mailbox. This mailbox supplies these functions:

• Its greeting is the message of the day, which is stored only in the attendant’s mailbox.

• A customized site tutorial (a form of greeting) can be recorded from the attendant’s mailbox.

• When outside callers access the message center, they are prompted to enter a mailbox

number or wait. Callers who wait are then prompted to leave a name and a message. These unaddressed messages are stored in the attendant’s mailbox.

For more information about the attendant’s mailbox, see the NuPoint Voice Application chapter.

Broadcast Mailboxes

With a broadcast mailbox, any caller can send a single message to multiple mailboxes. In addition, mailbox owners can send names and greetings to other mailbox owners. This capability is particularly useful for disaster recovery or overflow mailboxes. Broadcast mailboxes other than

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broadcast message mailboxes can also send a message waiting status to multiple mailboxes.

To illustrate use of a broadcast message mailbox, suppose the manager of a company health club wants club members to know about an upcoming tournament. The manager logs in to his or her mailbox and makes a message for the broadcast message mailbox. The broadcast message mailbox, in turn, sends the message to all members’ mailboxes (this is sometimes called the “bulletin board feature”).

In this example, the server administrator assigns a Broadcast FCOS to one mailbox. The server administrator then creates distribution list 01 for that mailbox, including the mailbox numbers of all the club members, to a maximum of 65,535.

This is a useful feature if you have mailboxes accessed in different calling areas. You can update the greeting for all the mailboxes, and then callers can reach the local mailbox to get the information they need. Or, you could use it to broadcast to remote mailboxes through NP Net (an optional feature).

Broadcast Message Mailbox

A broadcast message mailbox must contain a distribution list 01. If you want the broadcast message mailbox to be able to keep messages that have been broadcasted, it must first be able to receive messages. Add any of the “receive” feature bits to the broadcast message mailbox. Feature bit 043 (Receive message of the day) is needed only if the broadcast message mailbox is

only

also the user’s message length so the mailbox will not fill up too quickly.

mailbox. In the LCOS assigned to this mailbox, you should set a shorter

Broadcast Greeting, Name, or Passcode Mailbox

Broadcast greeting is a method of propagating a newly recorded or modified greeting to a list of mailboxes, similar to the method used for propagating messages with broadcast messages mailboxes. Broadcast name is identical in concept to broadcast greeting, except that newly recorded and modified names will be propagated to the broadcast list. Broadcast passcode is similar, except that it propagates a new mailbox passcode to the list.

You can create the broadcast list for a broadcast greeting, name or passcode mailbox like any distribution list, either from the User Options menu or from the List Maintenance Menu at the server maintenance console. All three of these mailbox types use distribution list 09. By assigning the appropriate feature bits to a mailbox, one, two, or all three of these capabilities can be performed by one mailbox.

Greeting

A broadcast greeting mailbox requires feature bit 174 (Define broadcast greetin g) in its FCOS. All types of greetings and all names created or modified on these broadcast mailboxes will be broadcasted, including:

• Day/night company greetings for the administrator’s mailbox

• Message of the day

• Site tutorial for attendant mailboxes

• Multiple mailbox greetings

Name

You can record a name in the broadcast name mailbox and have it announced. The mailbox is defined by the presence of feature bit 178 (Define broadcast name mailbox) in the FCOS. Since

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the name in the mailbox should be the name of the recipient group, such as “Sales Bulletin Board,” users must remember to state their names at the beginning of their messages. This name override capability is enabled through feature bit 123 (Announce broadcast mailbox name) in the mailbox FCOS. With this feature, if you do not record a name in the broadcast mailbox, the mailbox number is announced. In addition, answers to the messages are also broadcasted. Without this feature, the server announces the name of the broadcast message originator, if that person is a server user. In this case, answers to a message go to the sender only. Outside callers must remember to announce their names if they want recipients to know who sent the message.

Passcode

You can change the passcode in the broadcast passcode mailbox and have it transmitted to all mailboxes in the distribution. This feature is enabled through feature bit 231 (Passcode Broadcast Mailbox) in the mailbox FCOS.

Multiple Mailbox Greetings

Mailboxes with multiple mailbox greetings defined broadcast each individual greeting as it is created or modified, and a recipient mailbox is checked to see if its FCOS has feature bit 175 (Receive broadcast greeting) or feature bit 179 (Receive broadcast name), or feature bit 232 (Allow receipt of passcode broadcasts). Mailboxes generating broadcast greetings that also have multiple mailbox greetings enabled can only send messages to recipient mailboxes that also have multiple mailbox greetings enabled.

Broadcast Message Waiting Status

The server also has the ability to automatically send the message waiting status of a mailbox to a distribution list of mailboxes without sending the actual message. This is useful in a business where any one of a number of people can respond to a message, but only one person needs to. A single response eliminates redundant answers to a message, thereby raising staff productivity and satisfying the sender of the message.

Example of Use

In a brokerage firm, any of six account executives can respond to potential clients’ requests for information. If the request results in a sale, the account executive who answered the request receives credit for that sale.

Broadcasting the message waiting status of a mailbox gives this firm an easy and efficient way to pass these potential sales on to its brokers. The brokerage first routes all prospects to a main mailbox in which they can leave requests. When callers leave requests, the server automatically turns on the message waiting lights on brokers’ phones. The first available broker then log s into the main mailbox and responds to the request.

Configuration Requirements

The broadcast message waiting status capability uses a server feature plus distribution list 01 of a mailbox:

• You must include feature bit 134 (Broadcast message waiting only) in the FCOS assigned to

a mailbox before it can send its message waiting status to a distribution list.

• You must also set up distribution list 01 of a mailbox to include all the destination mailboxes

to which to send the message waiting status of the main mailbox.

Multiple Mailboxes per User

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Each mailbox in distribution list 01 always reflects the message waiting status of the main mailbox, regardless of how many messages are in that destination mailbox. Therefore, you may want to assign a separate mailbox to users for their messages and reserve the destination mailbox simply to notify them a message is in the main mailbox.

Incompatibility With Broadcast Message Feature

A mailbox can either send its messages or its message waiting status to the mailbox in its distribution list 01, but not both. This means the FCOS assigned to a mailbox cannot have both of these feature bits:

• 122 (Define broadcast mailbox)

• 134 (Broadcast message waiting only)

Combining Broadcast Mailbox Types

In addition to being a standard mailbox, a broadcast greeting, name, or passcode mailbox can also be a tree mailbox. A broadcast greeting, name or passcode mailbox can itself be a broadcast message mailbox that contains different broadcast lists for messages and greetings. To have both messages and greetings broadcasted to the same list of recipients, it is necessary to make distribution lists 01 and 09 identical. List 01 controls the messages broadcasted to recipients, and list 09 controls the greeting, name, or passcode broadcasted to recipients.

Limits

Standard server limits on greeting and name length also restrict the broadcast greeting or name lengths for the sending mailbox; limits for recipient mailboxes are ignored.

Greetings will not be broadcasted when modified through the console Greeting Copy/Delete Menu at the server maintenance console.

Statistical or billing information is not available for broadcast greeting activity.

Non-Delivery Receipts

Non-delivery receipts are deposited in the broadcast mailbox under any of the following conditions:

• The recipient mailbox does not have the appropriate bit in its FCOS to receive a broadcasted

greeting or name.

• A remote recipient mailbox could not be reached because of network blockage.

• A greeting could not be copied or recorded for a mailbox (local or remote) for miscellaneous

reasons.

Chain Mailbox

Chain mailboxes play a greeting, then route calls to the mailbox selected by the caller. The chain mailbox itself cannot accept messages from users or callers. Chain mailboxes are useful for routing incoming callers. For example, a chain mailbox greeting could say, “Welcome to the Acme Company Credit Department. If you are calling about new home mortgages, enter 100 on your pushbutton phone. If you want to refinance your existing mortgage, enter 110. For car and truck loans, enter 120. If there is a problem with your credit report, enter 130. If you wish to speak to an operator, or have a rotary phone, please wait.” The caller can then dial the appropriate mailbox number and be transferred to it.

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A mailbox owner can log into a chain mailbox and change the mailbox name, greeting, and passcode, but cannot make messages, or create or use distonbution lists.

Check-In/Check-Out Mailboxes1958

These mailboxes are used by hotels.

A check-in mailbox is a special mailbox that manipulates other mailboxes. When a check-in mailbox is accessed, the server prompts for the mailbox number to be checked in, then prompts the caller (usually a hotel or motel attendant) to record a name and enter a passcode for the mailbox. More than one desk clerk can call into a single check-in mailbox at one time, so it is unnecessary to create more than one check-in mailbox for your server.

A check-out mailbox is the counterpart of the check-in mailbox. When the attendant calls a check-out mailbox, the server prompts for the mailbox number to be checked ou t. It then gives the attendant the choice of either keeping or discarding any messages left in the mailbox. Finally, the server purges the guest’s name, greeting and passcode, and follows the attendant’s command about messages. The mailbox is then ready to be checked in for the next guest.

A check-out mailbox must also be created to use the hotel check-in/check-out feature of the server.

Greeting-Only Mailboxes

When a caller reaches a Greeting-Only mailbox, the server plays the greeting and then hangs up. Greeting-Only mailboxes are established by assigning FCOS 6 (Greeting Only) or a similar FCOS to them.

To illustrate a use of a Greeting-Only mailbox, imagine that a theater manager wants callers to hear an announcement of show times. The manager would create a mailbox with this FCOS, call the mailbox, log in, then record a greeting.

The mailbox user can change the mailbox name, greeting, and passcode but cannot create or use distribution lists. No one can make messages for or give messages to a Greeting-Only mailbox.

A Greeting-Only mailbox must have a greeting; otherwise the server considers the mailbox invalid. To log into a Greeting-Only mailbox that does not have a greeting, press the star (*) key on the phone key pad; then enter the mailbox number. You may choose to remove feature bit 066 (Login during greeting in Greeting-Only mailbox) after you record a greeting for the mailbox.

Guest Mailboxes

A guest mailbox is one that is assigned to each guest, typically in a hotel or motel. You establish a guest mailbox by assigning an FCOS, such as the Lodging FCOS described in the Feature Classes of Service chapter, to it. These mailboxes are particularly appreciated by users who might be unfamiliar with voice messaging systems, and their uninitiated callers.

The guest does not need to do any kind of mailbox set-up, such as recording a name and passcode, before using the mailbox.

The server can usually be integrated with the hotel/motel telephone system to allow the user to

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log in simply by pressing a button on the telephone and entering a passcode, when prompted by the server. Immediately after the guest logs in, the server will play the first message automatically. The guest is given the options of keeping or discarding the message; when the choice is made, the next message, if any, is played without any input from the guest.

Prompts for a guest mailbox are in the form, “Press P, the 7 key, to play your message....” in

order to be most helpful to the uninitiated user.

Callers also hear these expanded prompts, “Press R, the 7 key, to review your message...”

As a variation, a hotel or motel may wish to assign the full-feature guest mailbox. This is a mailbox with FCOS 2 (Full Guest) or its equivalent in the mailbox configuration. The desk clerk would still check in this mailbox; however, the guest would be able to change the name and passcode, and would also be able to record a personal greeting, make messages for other guest’s mailboxes, and so on.

NP OnDemand Template Mailboxes

NP OnDemand is an optional feature where the AIP™ system creates mailboxes only when they are needed. A NP OnDemand template mailbox is used as a model for the temporary mailboxes that this application creates. Typically, temporary mailboxes have their LCOS limits set to very small numbers (such as a day or two).

Rotational Mailbox

A rotational mailbox allows callers to hear greetings that change. Greetings change either by time and date (in a “period” rotational mailbox) or with every call (in an index type rotational mailbox).

A rotational mailbox of either the period type or the index type plays its greeting, then plays the greeting of a child mailbox. Distribution list 01 in the rotational mailbox controls the rotating (or cycling) of callers through the child mailboxes. Rotational mailboxes do not require greetings, which can be useful in some applications.

You make a standard mailbox rotational by assigning FCOS 17 (Rotational) to it. You make a standard mailbox a child mailbox by including it in the distribution list of the rotational mailbox.

Callers cannot leave messages in the rotational mailbox itself, but they can leave messages in one of the child mailboxes, if the child mailbox is assigned an FCOS that allows callers to leave messages. You may have up to 190 child mailboxes in the rotational mailbox’s distribution list 01.

Period-Type Rotational Mailboxes

To illustrate a use of a period-type rotational mailbox, suppose that a restaurant owner wants all callers to hear the special of the day. Tuesday callers, for example, would hear the restaurant greeting and the special for Tuesday; Wednesday callers would hear the re staurant greeting and the special for Wednesday, and so on. Figure 6-7 illustrates this example.

In this example, the restaurant owner would assign FCOS 17 (Rotational Mailboxes) to one mailbox (mailbox 100) and record a restaurant greeting for this mailbox. For this mailbox, the owner would also create distribution list 01 containing seven child mailboxes (mailboxe s 101 -

107). To each of the seven child mailboxes the owner would assign FCOS 6 (Greeting Only); for each the owner would also record the daily special. The owner would then set the start date and

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start time for the rotation and the length of time before the server rotates to the next mailbox (24 hours in this example).

Index-Type Rotational Mailboxes

The server assigns a sequential index to each member of the rotational mailbox’s distribution list. If a sorted list is created, mailboxes are indexed starting with the lowest-numbered mailbox. If an unsorted list is created, mailboxes are indexed starting with the first mailbox entered in the list. The first caller reaches the first indexed mailbox; the second caller reaches the second index ed mailbox, and so on. When the last-indexed mailbox is reached, the cycle starts over at the first indexed mailbox.

As an example of an index-type rotational mailbox, imagine that a veterinarian wants pet owners to hear three pet-care messages over an unspecified period of time. Each time pet owners call the veterinarian’s number, they (are likely to) hear a different one of the three messages.

In this example (Figure 6-8) the veterinarian assigns FCOS 17 (Rotational Mailboxes) to one mailbox (mailbox 781) and records a standard veterinary-practice greeting for this mailbox. For this mailbox the veterinarian also creates distribution list 01 containing three mailboxes (mailboxes 711-713). To each of the three mailboxes, the veterinarian assigns FCOS 6 (Greeting Only); for each, the veterinarian also records a different pet-care message.

Messages

Greetings

If you want the server to hang up after it plays the child mailbox greeting, assign a Greeting-Only FCOS to these child mailboxes, including feature bit 062 (Hang up immediately after greeting).

If you want each mailbox to provide an introductory announcement before connecting the caller with an employee, give the child mailboxes an FCOS that includes feature bit 063 (Call mailbox attendant after greeting) or feature bit 064 (Call mailbox’s extension number after greeting). Do

not

include feature bit 062 (Hang up after greeting). Be sure to include the attendant’s or

extension number in the appropriate field when creating the mailbox.

Rotational mailboxes can also be used with NP Forms applications (see FCOS 16).

Mailbox Status

You can obtain information on existing rotational mailbox parameters, such as whether the mailbox is the period or index type, by using the MailboxDump option in the Mailbox Maintenance menu.

Figure 6-7 Sample Period-Type Rotational Mailbox

Figure 6-8 Sample Index-Type Rotational Mailbox

Nested Rotational Mailboxes

You can build nested rotational mailbox arrangements by making a child mailbox itself a rotational mailbox. Figure 6-9 shows an arrangement in which the rotational mailbox has three child

Mitel 2700-1398-B1 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

About This Manual

Who Should Read This Manual

How to Use This Manual

Reference Chapters

Task List

Procedures

Worksheets

Navigation Aids

Which Document Do I Use?

What If Information Is Missing?

How Do I Obtain the Documents I Need?

Conventions Used in This Manual

User Advisories

Before You Start

Console Tips and Techniques

Viewing Menus

Accepting Defaults

Quitting an Entry Session

Shortcut Commands

Preparing for a Configuration Session

1 Using NuPoint Voice Software

Procedures

Applications

NuPoint Voice Application

DID NuPoint Voice Application

Pager Application

Message Waiting Applications

Optional Features

Use by the Hearing Impaired

Modifiers

Types of Configuration

Line Groups

Dialing Plan

Day and Night Hours

Mailboxes

Classes of Service

Features Class of Service

Limits Class of Service

Group Class of Service

Network Class of Service

Restriction Class of Service

Tenant Class of Service

Billing and Reports

Worksheets

NuPoint Messenger Server Software at a Glance

2 NuPoint Voice Application

Overview

Procedures

Default Software Configuration

NuPoint Voice Application Worksheet

Configuration Types

Defining a Line Group

Line Group Number

Group Name

Line(s) in Group

Configuring the Application

Day and Night Hours

Start Time of the Work Day

End Time of the Work Day

Weekend Days Table

Mailbox Dialing Plan

Optional Star Prefix Dialing Plan

PBX Considerations

Dial-by-Name

Dialing Plan

Name Dialing Sequence

Matching Threshold

Exact Match Break

Single Digit Access

Suppressing Mailbox Numbers

Dial-by-Name Database

Same Digit for Dial-by-Name and Mailbox Numbers

Transfers and Attendants

Attendant’s Transfer String and System Attendant’s Extension

Key_0 for Attendant Transfer During Greeting

Pre-Company Name Dial String