Mitel 5000 User Manual

MITEL

5000

Enterprise® Messaging and Basic Voice Mail
Administrator Guide

Enterprise® Messaging and Basic Voice Mail Administrator

Quick Reference Guide

This guide provides information for frequently used voice mail administration features. For more information about
these and other features, refer to the Enterprise Messaging and Basic Voice Mail Administrator Guide.

Voice Mail Administrator Features

You can use the voice mail administrator mailbox to
program the following voice mail features.

Accessing the V oice Mail Administrator
Mailbox

1. Dial the voice mail access number.

2. Press

3. Enter or say the administrator mailbox number.

4. Enter the password, and then press #.

5. Press 9 or say “Nine” to access the administrator

* or say “Login” to identify yourself as a

subscriber.

menu.

Recording Broadcast Messages

1. Access the administrator mailbox as described
above.

2. Press 1 or say “Broadcast Message” to select
broadcast message.

3. Record the message, and then press # to stop
recording.

4. Press # or say “Accept” to accept the message.

Performing Subscriber Mailbox
Maintenance

1. Access the administrator mailbox as described to
the left.

2. Press 2 or say “Mailbox Maintenance.”

3. Enter or say the mailbox, extension ID, or group
list number, and then follow the prompts.

Importing Fax Documents

1. Use a fax machine to obtain dial tone, and then
access the voice mail administrator mailbox as
described to the left.

2. Press 4 or say “Import Fax.”

3. Enter the fax document number, and then do one
of the following:

• If the document number does not currently

exist, press # or say “Yes” if the number is
correct, or press 3 or say “Re-enter” and re­enter the number.

• If the document currently exists, press # or

say “Yes” to replace the document, or press
3 or say “Re-enter” to enter another
number.

4. When prompted, press Start on the fax machine.

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Administrator Account Voice Mail Flowchart

ADMINISTRATOR MAILBOX MENU

“Broadcast Message”
“Mailbox Maintenance”
Recording “Options”
“Import Fax”
System Prompt “Replacement”

1

2

3

4

6

During your message:

Pause
Erase and Re-record
“Continue”

After your message:

“Replay”
“Append”
“Erase”
“Accept”

Hang up to cancel

2

3

#12

3

#

SENDING A MESSAGE

CREATE CUSTOM RECORDING

During your recording:

Pause
Erase and Re-record
“Continue”

After finishing, EITHER, Hang up
OR, For options

23#

#

MAKING A RECORDING

RECORDING OPTIONS

“Replay”
“Append”
“Erase” and Re-record
“Cancel”
“Accept”

1

2

3

#

ASSIGN CUSTOM RECORDINGS

“Select” Recording
Enter Ext. Number

Enter Mode:

“Day” Mode
“Night” Mode

Enter Recording Number

If recording number exists:

Verify number
Re-enter number

212

#

If document number exists:

Replace
“Re-enter” Number

If document number does not exist:

Verify Number
“Re-enter” Number

#

3#3

IMPORT FAX DOCUMENT

Record “Greeting”

“Primary” Greeting

“Alternate” Greeting
“System” Greeting

(See Recording Options)

Record Directory “Name”

(See Recording Options)

Change “Password”
Change “Envelope” Settings *

“Voice Mail”
“E-Mail”
“Facsimile”

Then select:

“Time, Date”
“Source”
“Length/Subj./Pages”
“All Options”
“None”

“Remote” Messaging *

“Primary” Cascade
“Alternate” Cascade

“More” Options

Fax “Number”
Message “Order”
“Swap”
“E-Mail Rdr. Count”

“Transfer” Method *

11232

3

4

1

2

3

1

2

3

4

5

5

1

2

9

1

2

3

4

5

PERSONAL OPTIONS

ACCESSING THE SYSTEM

ADMINISTRATOR’S MAILBOX

• Do one of the following:
– Press the MSG button to respond to

a message from voice mail.
– Call the voice mail extension

number, say “Login” or press , and
say or enter your mailbox
number.

• Enter your password (press ).

• Say “Nine” or press to access
administrator features.

#

9

Program Cascade “Level”

Enter cascade level number, then:

“Change”
Enter “Personal” #
Enter “Pager” #

Enter “Time” of Day
Set “Days” of Week

Mon-Fri “Weekdays”
All “Days”

Individual “Day” 1-7

Select Message “Category”

“All Messages”
“Priority” Messages

1

1

2

3

231

2

3

4

1

2

REMOTE MESSAGING *

“New” Messages
“Saved” Messages

Then set search order:

“First In”
“Last In”

1

2

1

2

MESSAGE ORDER

“Unannounced”
“Screened”
“Announce” Only
“Cancel”

123

TRANSFER METHOD *

Enter Mailbox Number

Enter Group Number

or Extension ID

“Standard” *
“Speech Recognition” *

Then select:

“Replay”
“Custom”
“System”
“Cancel”

“Options”

121

3

9

#

RECORD CUSTOM PROMPTS

If existing recording plays:

“Standard” *
“Copy” *
“Speech Recognition” *

Then select:

“Replay”
“Append”
“Erase” and Re-Record
“Accept”

If no recording exists,
see “Making a Recording”

1

2

3

1

2

3

#

At any menu level, press * or say “Cancel” to cancel or return to the previous menu or press # or say
“Accept” to accept. Also, ASR commands are indicated in the quotation marks.

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Mitel 5000

Part Number

580.8009

Enterprise® Messaging and

Basic Voice Mail Administrator Guide

Issue 3.1, December 2008

Notice

Enter provider information above.

This document is released by Mitel Networks Corporation as a guide for voice mail administrators. It provides
information necessary to properly administer Enterprise

®

Messaging and Basic Voice Mail.

The contents of this document reflect current company standards and are subject to revision or change without
notice. Some features or applications mentioned may require a future release and are not available in this
release. Future product features are subject to availability and cost. Some features may require additional
hardware and/or specific software.

The contents of this guide may include technical or other inaccuracies. Mitel reserves the right to make
revisions or changes without prior notice. Software packages released after the publication of this guide wil l be
documented in addenda to the guide or succeeding issues of the guide.

For sales, service, or technical support, contact you local authorized Mitel provider.

If you do not know the contact information for your local provider , use the “Strategic Partners & Resellers –
Mitel Partner Locator” link at the top of the Mitel Web site (www.mitel.com) to locate a nearby office.

If you have any questions or comments regarding this guide or other technical documentation, contact the
Technical Publications Department (USA) at:

[e-mail]

Mitel® is a registered trademark of Mitel Networks Corporation.

®

Inter-Tel

All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks
Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved.

© 2005–2008 Mitel Networks Corporation
Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or
promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any
copyrighted component of this work in other works must be obtained from Mitel Networks Corporation.

is a registered trademark of Inter-Tel (Delaware), Incorporated.

Contents

Contents

Overview 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Administrator Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Additional References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

System Networks and Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Multicultural English References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Voice Mail Administration 5

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Voice Mail Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Automatic Speech Recognition (ASR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Voice Mail and Message Notification/Retrieval Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Administrator Account Voice Mail Flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Initializing the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Accessing the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Subscriber Account Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Making Feature Changes for Other Subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Accessing Other Subscriber Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Changing Subscriber Mailbox Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

System Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Recording a Broadcast Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Recording a Group List Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Recording Custom System Voice Mail Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Creating Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Fax Import Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Voice Processing Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Clearing Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page v

Contents

Reference 21

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

System Administrator and Provider Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Administrator Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Custom Audiotex Recordings Programming Planning Sheet . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Default ASR and Non-ASR Voice Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Index 57

Page vi Mitel

®

5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Overview

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Administrator Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Additional References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Feature References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Previous Software and Hardware Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

System Networks and Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Multicultural English References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Overview

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page 1

Overview
Introduction

Introduction

This Mitel 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide provides
instructions to use your administrator mailbox to perform voice mail administration. For qui ck
access to frequently used feature instructions, you can use the removable Quick Reference
Guide included with this guide.

You must have access to an administrator mailbox, a voice mailbox designated to access and
program features described in this guide. The system administrator assigns the administrator
voice mailbox in the Mitel 5000 Database (DB) Programming application. See “Administrator

Types” below.

Administrator Types

The following administrator types are referenced in this guide:

• Endpoint administrator: Uses the administrator endpoint to perform various

• Voice Mail administrator (the audience for this guide): Uses the administrator voice

• System administrator: Uses the Mitel 5000 DB Programming application to configure all

• Network administrator: Maintains the network and performs network-related tasks.

administrative functions such as changing system modes, managing alarms, and
programming basic endpoint administration. For endpoint administration, refer to the Mitel
5000 Endpoint Administrator Guide, part number 580.8001.

mailbox to perform end-user level voice mail administration. For NuPoint Messenger, go to
the Mitel Online Web site (http://www.edocs.mitel.com) for NuPoint administrator
documentation. Refer to the Web Console Help and the Technical Documentation Online
Help.

phone system and voice mail features for your organization. Your system administrator
may be onsite, or you may rely on your local provider (the company that installed your
phone system and now services it) for system administration. All sales, service, and
technical support are handled at the local level by your authorized Mitel provider. If you do
not know the contact information for your local provider, use the “Strategic Partners &
Resellers – Mitel Partner Locator” link at the top of the Mitel Web site
locate a nearby office.

(www.mitel.com) to

Page 2 Mitel

®

5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Additional References

Refer to the following references for additional information.

Feature References

The administrator mailbox functions as both a standard system endpoint and an administrator
mailbox. However, because this guide describes features that are programmed from the
administrator mailbox only, refer to the appropriate voice mail user guides for detailed feature
descriptions and end-user instructions.

Previous Software and Hardware Versions

This guide provides instructions for Mitel 5000 Network Communications Solutions v3.1
software. You may find that some features referenced in this guide do not apply to your system.
For more information, refer to the hardware or software manuals for your product or software
version. Contact your local authorized Mitel provider (the company that installed your phone
system and now services it) for more information. If you do not have the contact information for
your local provider, use the “Strategic Partners & Resellers – Mitel Partner Locator” link at the
top of the Mitel Web site

(www.mitel.com) to locate a nearby office.

System Networks and Nodes

Overview

Additional References

Two or more Mitel 5000 systems can be connected to form a network, providing a seamless
interface between the systems. For example, a Mitel 5000 system in Phoenix, Arizona can be
connected to another Mitel 5000 system in T amp a, Florida. System users can place calls across
the network to other extensions as if they were in the same building. However, each system can
have its own time settings, call configurations, System Speed-Dial contacts, and so on.

In this guide, all references to a network mean two or more connected systems. Each system in
a network is called a node.

Multicultural English References

This guide is intended for audiences in the United States (U.S.) and in the Mitel European
market, which includes the United Kingdom (U.K.). Because of this dual support, dual
references are made to industry features, standards, and jargon, as appropriate throughout the
document. For the purposes of this administrator guide, British English terms are assumed to
apply to other English-speaking European cultures, as well.

For example, the U.S. telecom industry refers to an audio communication line between a public
switching system and a private switching system as a “central office (CO) trunk.” In the U.K.,
this same type of line is called a “local exchange trunk.”

This guide does not make a distinction between American English and British English spellings
of common words. Only American English spellings appear in this manual. For example, the
word “analog” is not spelled as “analogue.”

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page 3

Voice Mail Administration

Voice Mail Administration

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Voice Mail Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Automatic Speech Recognition (ASR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Voice Mail and Message Notification/Retrieval Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Administrator Account Voice Mail Flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Administrator Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Initializing the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Accessing the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Subscriber Account Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Making Feature Changes for Other Subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Accessing Other Subscriber Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Changing Subscriber Mailbox Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

System Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Recording a Broadcast Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Recording a Group List Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Recording Custom System Voice Mail Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Creating Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Audiotex Recording Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Creating Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Assigning Audiotex Recordings to System Extension Numbers . . . . . . . . . . . . . . . . . . . . 17

Fax Import Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Voice Processing Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Clearing Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page 5

Voice Mail Administration
Introduction

Introduction

Voice mail is an integrated component of the Mitel® 5000 phone system. This guide provides
administrator feature instructions that are provided in the Enterprise
Basic Voice Mail (BVM) voice mail systems.

Because various voice mail products work with the Mitel 5000 system, this guide does not
include voice mail subscriber (user) feature instructions. Refer to the appropriate voice mail user
guide for your system for feature descriptions and instructions:

• Enterprise Messaging, Basic Voice Mail, and Embedded Voice Mail Card User Guide,

part number 835.3205

• NuPoint Messenger Messaging User Guide

Voice Mail Systems

The Mitel 5000 supports the following voice mail systems:

• Basic Voice Mail: BVM is the built-in voice processing system that provides voice mail

and voice messaging for system users. BVM does not support Fax-On-Demand, buffered
SMDR, or Unified Messaging. If part of a network, mailboxes on a Mitel 5000 node
equipped only with BVM cannot forward messages to, or receive messages forwarded
from, mailboxes on other nodes.

• Enterprise Messaging: EM is an external voice mail system that provides several

advanced voice processing features such as Unified Messaging, Automatic Speech
Recognition (ASR), Text-to-Speech (TTS) functionality, and Fax-on-Demand capabilities.

• NuPoint Messeng er : NuPoint Messenger is an external voice mail system that provides

voice and fax messaging capabilities, paging support, and personal mailboxes. NuPoint
also provides unified messaging capabilities so subscribers can listen to their voice mail
messages through their e-mail client and their voice mails through the Telephone User
Interface (TUI). For NuPoint Messenger documentation, go to the Mitel Online Web site
(http://www.edocs.mitel.com). For NuPoint administration, refer to the Web Console Help
and the Technical Documentation Online Help.

®

Messaging (EM) and

If applicable, you can also contact your system administrator or local provider for more
information about your voice mail system.

Page 6 Mitel

®

5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Administrator Features

The system administrator (the person who programmed your system) assigns voice mail
administrator mailboxes. The administrator mailbox has all of the voice ma il subscriber mailbox
features, plus the ability to do the following:

• Record broadcast messages. See “Recording a Broadcast Message” on page 13.

• Perform group list maintenance. See “Recording a Group List Name” on page 13.

• Customize or reinstate voice mail prompts. See “Recording Custom System Voice Mail

Prompts” on page 14.

• Create and select custom audiotex recordings. See “Creating Audiotex Recordings” on

page 15.

• Configure settings to import fax documents. See “Fax Import Feature” on page 18.

Automatic Speech Recognition (ASR)

Voice Mail Administration

Administrator Features

You can use ASR to issue voice commands instead of pressing dialpad buttons for voice mail
options.
these guidelines for best results:

1

ASR commands are included in the feature instructions. When using ASR, follow

• Use the handset for voice commands. External microphones pick up background noise,

which may cause misinterpreted voice commands.

• Do not say “Pound” to activate features when using ASR. The silence that follows your

voice command functions as the # button.

• Use the dialpad buttons to select menu options when recording messages. Because ASR

is automatically disabled, recorded messages include any attempted voice commands.

• ASR is also disabled when entering voice mail passwords—this is to prevent the password

from being heard by others.

If the system fails to understand an ASR command three times in a row, the

NOTE

system informs you that it is switching to DTMF mode, meaning you must use
the dialpad buttons to select or enter menu options.

1. This feature may or may not be enabled for your system.

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page 7

Voice Mail Administration

Call to Voice Mail application

Voice mail answers and plays a
greeting followed by a menu of
options.

Caller selects option.

Caller does not
select an option.

Call is sent to selected mailbox.

Caller uses the
directory and
selects the
name of party
wanted.

Call is sent to
mailbox. Or a
subscriber
enters his own
mailbox.

Call is sent to
the Voice Mail
designated
dial-0 operator.

Message is left in mailbox

Voice mail leaves a message waiting
indication at the endpoint designated for the
mailbox.

Endpoint user is prompted for
the password.

Endpoint user responds to message
indication by pressing the Message button or
entering a feature code.

Intercom call is placed to MNR
application.

Voice Mail and Message Notification/Retrieval Applications

Voice Mail and Message Notification/Retrieval Applications

Two features combine to provide the voice mail system: the Voice Mail application and the
Message Notification/Retrieval (MNR) application.

• Voice Mail: Handles all calls that

are directed to Voice Mail placed by
subscribers and nonsubscribers.
Callers hear the main company
greeting, followed by a menu of
available options. Endpoints can
forward or transfer calls directly to
their mailbox using the application
extension number. The Voice Mail
application can also be the
message center for subscribers’
endpoints.

System users and external callers access voice mail by:

• Message Notification/Retrieval:

When endpoint users respond to
message indications, they call the
MNR application and are
prompted for their password.

• Dialing the phone number or extension number assigned to the Voice Mail application.

• Being transferred to Voice Mail by Automated Attendant.

• Being forwarded to the Voice Mail when a called endpoint is unavailable (using the Call

Forwarding or System Forwarding features).

• Responding to Message Waiting indications.

Page 8 Mitel

®

5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Administrator Account Voice Mail Flowchart

ADMINISTRATOR MAILBOX MENU

“Broadcast Message”
“Mailbox Maintenance”
Recording “Options”
“Import Fax”
System Prompt “Replacement”

1

2

3

4

6

During your message:

Pause
Erase and Re-record
“Continue”

After your message:

“Replay”
“Append”
“Erase”
“Accept”

Hang up to cancel

2

3

#123#

SENDING A MESSAGE

CREATE CUSTOM RECORDING

During your recording:

Pause
Erase and Re-record
“Continue”

After finishing, EITHER, Hang up
OR, For options

23#

#

MAKING A RECORDING

RECORDING OPTIONS

“Replay”
“Append”
“Erase” and Re-record
“Cancel”
“Accept”

1

2

3

#

ASSIGN CUSTOM RECORDINGS

“Select” Recording
Enter Ext. Number

Enter Mode:

“Day” Mode
“Night” Mode

Enter Recording Number

If recording number exists:

Verify number
Re-enter number

212

#

If document number exists:

Replace
“Re-enter” Number

If document number does not exist:

Verify Number
“Re-enter” Number

#

3

#

3

IMPORT FAX DOCUMENT

Record “Greeting”

“Primary” Greeting

“Alternate” Greeting
“System” Greeting

(See Recording Options)

Record Directory “Name”

(See Recording Options)

Change “Password”
Change “Envelope” Settings *

“Voice Mail”
“E-Mail”
“Facsimile”

Then select:

“Time, Date”
“Source”
“Length/Subj./Pages”
“All Options”
“None”

“Remote” Messaging *

“Primary” Cascade
“Alternate” Cascade

“More” Options

Fax “Number”
Message “Order”
“Swap”
“E-Mail Rdr. Count”

“Transfer” Method *

11232

3

4

1

2

3

1

2

345

5

1

2

9

1

2

3

4

5

PERSONAL OPTIONS

ACCESSING THE SYSTEM

ADMINISTRATOR’S MAILBOX

• Do one of the following:
– Press the MSG button to respond to

a message from voice mail.
– Call the voice mail extension

number, say “Login” or press , and
say or enter your mailbox
number.

• Enter your password (press ).

• Say “Nine” or press to access
administrator features.

#

9

Program Cascade “Level”

Enter cascade level number, then:

“Change”
Enter “Personal” #
Enter “Pager” #

Enter “Time” of Day
Set “Days” of Week

Mon-Fri “Weekdays”
All “Days”

Individual “Day” 1-7

Select Message “Category”

“All Messages”
“Priority” Messages

11232

3

1

2

3

4

1

2

REMOTE MESSAGING *

“New” Messages
“Saved” Messages

Then set search order:

“First In”
“Last In”

121

2

MESSAGE ORDER

“Unannounced”
“Screened”
“Announce” Only
“Cancel”

1

2

3

TRANSFER METHOD *

Enter Mailbox Number

Enter Group Number

or Extension ID

“Standard” *
“Speech Recognition” *

Then select:

“Replay”
“Custom”
“System”
“Cancel”

“Options”

1

2

1

39#

RECORD CUSTOM PROMPTS

If existing recording plays:

“Standard” *
“Copy” *
“Speech Recognition” *

Then select:

“Replay”
“Append”
“Erase” and Re-Record
“Accept”

If no recording exists,
see “Making a Recording”

1

231

2

3

#

Administrator Account Voice Mail Flowchart

At any menu level, press * or say “Cancel” to cancel or return to the previous menu or press #
or say “Accept” to accept. Also, ASR commands are indicated in the quotation marks.

Voice Mail Administration

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page 9

Voice Mail Administration
Administrator Mailbox

Administrator Mailbox

A system administrator’s mailbox is defined in order to record custom Audiotex recordings for
voice processor applications created in Applications Programming, broadcast messages to all
subscribers, and perform Mailbox and Group List maintenance.

The administrator mailbox must be activated in Database (DB) Programming before it can be
initialized. If applicable, contact your system administrator for assistance.

To provide system security, all mailboxes and extension IDs should have a
password. To make passwords difficult to guess, they should not match the

NOTE

Initializing the Administrator Mailbox

You must initialize the administrator mailbox before you can use it.

T o ini tialize the administrator mailbox:

1. Dial the voice mail access number.

mailbox number or consist of one digit repeated several times. This is especially
important for the administrator mailbox, which allows programming access to other
mailboxes.

2. Press

3. Say or enter the administrator’s mailbox number.

4. Enter your default password (your mailbox number), and then press #.

5. Do one of the following:

or say “Login” to identify yourself as a subscriber.

*

• If you want a password, enter a new password using digits 0 to 9 (up to 12 digits),

and then press #. The system plays back your password.

• If you do not want to use a password, press #.

6. Press # or say “Accept” to accept the entry, or press 3 or say “Erase” to erase and re-
enter your password. The system prompts you to record your directory name.

7. After the tone, record your first and last names.

8. When prompted, do one of the following:

• Press # or say “Accept” again to accept the name.

• Press 1 or say “Replay” to replay the name you just recorded.

• Press 2 or say “Append” or press 2 to add to your name.

• Press 3 or say “Re-record” to erase and re-record your name.

Accessing the Administrator Mailbox

You can access the administrator mailbox from any extension or external phone.

T o access the administrator mailbox:

1. Dial the voice mail access number.

2. Press

3. Enter or say the administrator mailbox number.

4. Enter the password, and then press #.

5. Press 9 or say “Nine” to access the administrator menu. (The system does not prompt

Page 10 Mitel

or say “Login” to identify yourself as a subscriber.

*

you to enter or say “9.”)

®

5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008

Subscriber Account Maintenance

You can perform mailbox maintenance for other system subscribers. For feature descriptions
and instructions, refer to the appropriate voice mail user guide. For example, for the subscriber
features for this guide, refer to the Enterprise Messaging, Basic Voice Mail, and Embedded
Voice Mail Card User Guide, part number 835.3205. You can also use the “Administrator
Account Voice Mail Flowchart” on page 9 as a guide.

For NuPoint Messenger, go to the Mitel Online Web site

NOTE

Making Feature Changes for Other Subscribers

You can use the administrator account to log on to other subscribers’ accounts and make
feature changes (if the features are enabled for the subscriber). For example, you can assign a
new password to the account (see “Changing Subscriber Mailbox Passwords” on page 12).

NOTE

(http://www.edocs.mitel.com) for details and documentation about administrator
and subscriber features.

While you can use the administrator account to make changes to other
subscribers’ features, the changes are not permanent. Subscribers can still access
their own accounts and override your changes.

Voice Mail Administration

Subscriber Account Maintenance

In addition to changing the password, you can also make changes the following changes:

• Initializing a mailbox

• Recording personal greetings

• Recording a directory name

• Changing a message envelope

• Programming remote messaging

• Changing the call screeni ng transfer method

• Programming a fax destination

• Changing the messa ge search order

• Disabling and enabling ASR (if ASR is enabled on the system)

• Accessing voice mail messages

• Recording and sending voice messages

• Canceling unheard voice messages

• Recovering deleted messages

• Accessing e-mail, and fax messages (if E-Mail Reader is enabled on the system)

• Setting up an e-mail password (if E-Mail Reader is enabled on the system)

Accessing Other Subscriber Accounts

To make changes, you must first log on to the account.

To log on to ano t her subscriber’s account:

1. Access the administrator mailbox. See page 10.

2. Press 2 or say “Mailbox Maintenance” to access the Mailbox/Group List Maintenance
option.

3. Enter or say the subscriber’s mailbox extension or extension ID.

4. Follow the menu options to complete the changes. See the “Administrator Account Voice
Mail Flowchart” on page 9.

Mitel® 5000 Enterprise® Messaging and Basic Voice Mail Administrator Guide – Issue 3.1, December 2008 Page 11