Mitel EXPRESS MESSENGER Service Manual
MITEL® EXPRESS MESSENGER
SYSTEM ADMINISTRATION MANUAL
NOTICE
The information contained in this document is believed to be accurate in all respects but is not
warranted by Mitel Corporation (MITEL). The information is subject to change without notice and
should not be construed in any way as a comm itm ent by M IT EL or any of its affiliates or s ubs idiaries.
MITEL and its aff iliates and subsidiari es assume no respons ibility for any err or or omissions in this
document. Revisions of this docum ent or new editions of it ma y be issued to incorporate an y such
changes.
Nothing in this document may be reproduced in any manner, either wholly or in part for any use
whatsoever, without written permission from Mitel Corporatio n.
TRADEMARKS
Mitel design is a registered trademark of Mitel Corporation.
SX-200 is a registered trademark of Mitel Corporation.
This product contains software licensed from Annabooks.
Portions of software copyright 1994 Datalight, Inc.
All other product names specified in this document are trademarks of their corresponding owners.
Mitel Express Messenger Syste m Adm inistr a tio n Manua l Rel eas e 4.0
9109-080-025-NA
December 2002, Issue 5
£,¥, Trademark of Mitel Corporation.
¤ Copyright 2002, Mitel Corporation.
All rights reserved.
Printed in Canada.
*
www.mitel.com/messaging
Table of Contents
SECTION 1: INTRODUCTION........................................................................... 4
Intended Audience.................................................................................... 5
How to use this Document........................................................................ 6
Useful Tips ................................................................................................7
Additional References.............................................................................11
Testing Mitel Express Messenger.......................................................... 12
Setting Up Express Messenger for the First Time ............................... 12
SECTION 2: SETTING UP MITEL EXPRESS MANAGER.............................. 15
Installing Express Manager onto a PC.................................................. 15
Connecting your PC to Express Messenger........................................... 16
Starting Mitel Express Manager ........................................................... 18
Logging In To Express Messenger From Express Manager ................19
About the Login Passcodes..................................................................... 20
Table of Contents
SECTION 3: ABOUT MAILBOXES .................................................................. 21
Reserved Mailboxes ................................................................................21
General Usage Mailboxes....................................................................... 22
Single-Digit Mailboxes............................................................................ 26
Menu Tree Maiboxes (Multi-Level Auto Attendant) ............................29
Hospitality Mailboxes............................................................................. 32
About the Auto Attendant...................................................................... 33
SECTION 4: CHANGING MAILBOX PARAMETERS ...................................... 35
Accessing the System Administrator’s Mailbox.................................... 36
New (or Repeat) Installation.................................................................. 38
Add, Edit, or Delete a Mailbox from a Telephone................................. 39
Add, Edit, or Delete a Mailbox from Express Manager........................ 45
SECTION 5: PERFORMING SYSTEM ADMINISTRATION FROM A
TELEPHONE....................................................................................................53
Setting Date, Time, and Business Hours.............................................. 53
Recording System Greetings .................................................................. 54
Setting or Changing System Parameters.............................................. 60
Setting and Changing Passcodes ........................................................... 64
Creating Distribution Lists.................................................................... 65
Message Notification............................................................................... 67
Using FAX Finder...................................................................................73
i
Table of Contents
SECTION 6: PERFORMING SYSTEM ADMINISTRATION FROM
EXPRESS MANAGER ..................................................................................... 75
Setting the Date, Time, and Business Hours........................................ 75
Selecting Alternate Greetings................................................................76
Setting the FAX parameters .................................................................. 77
Setting and Displaying Site Information .............................................. 78
Changing Passcodes................................................................................ 79
Setting Up Notification........................................................................... 80
Using FAX Finder...................................................................................82
Setting FAX Parameters ........................................................................83
Selecting the Directory Prompt (First or Last Name).......................... 84
Enabling Softkey Support ......................................................................84
Enabling Auto attendant Transfer to Any PBX Extension.................. 85
Setting the Automatic Route Select Code ............................................. 85
Setting the Account Code Access Code.................................................. 85
Enabling or Disabling Personal Contact Numbers............................... 86
Setting the Voice Prompt Language......................................................86
Setting the Language Change Mailbox Number ..................................87
Setting up RAD Ports ............................................................................. 88
Setting up a DID Server......................................................................... 91
Enabling the Bilingual Voice Prompts Option...................................... 94
Enabling the Hospitality Option............................................................ 95
Enabling the PMS Option ......................................................................96
Enabling Express Messenger Release 4.0 Options............................... 98
Performing Backups ...............................................................................99
Performing Restores .............................................................................101
Performing Upgrades............................................................................ 102
Upgrading from Release 1.0 to Release 2.0 Software......................... 105
Upgrading from Release 1.0 to Release 2.1 Software......................... 106
Upgrading from Release 2.0 to Release 2.1 Software......................... 106
Upgrading to Release 3.0 Software...................................................... 107
Upgrading an Express Messenger Card to Support
Additional Ports or Release 3.0 Software Features............................110
Upgrading to Release 4.0 Software Features...................................... 112
Viewing System Logs............................................................................ 112
ii
Table of Contents
SECTION 7: PERFORMING MAINTENANCE AND TROUBLESHOOTING. 113
APPENDIX A: MITEL EXPRESS MANAGER MENUS.................................. 121
APPENDIX B: GLOSSARY............................................................................ 133
APPENDIX C: EXPRESS MANAGER SYSTEM MESSAGES ...................... 135
APPENDIX D: EXPRESS MANAGER SYSTEM LOG MESSAGES
(DIAG.DAT) ....................................................................................................145
APPENDIX E: PMS PROTOCOL SUPPORT ................................................ 171
INDEX............................................................................................................. 173
iii
Section 1: Introduction
Welcome to Mitel£ Express Messenger, the complete voice messaging system
designed to improve communication between your company, clients, customers,
and employees.
Features provided by Express Messenger include:
x An Automated Attendant that plays different greetings during open
and closed business hours, provides a company directory that uses
extension numbers or names as the dialing method, and allows
single-digit option selection.
x Subscriber mailboxes that are passcode protected.
x A tutorial that assi sts new subscribers wi th mailbox setup.
Introduction
x Simple message retrieval.
x Easy to use menus that allow subscribers to send urgent, private, or
certified messages.
x Notification of waiting messages whether subscr ibers are in or out
of the office.
Express Messenger’s Automated Attendant provides two immediate benefits for
your company:
x Your receptionist has more time for calls that require special
assistance and other activities within your business.
x All telephone calls are answered automatically. Even when an
employee is not available, callers can leave a message before
hanging up.
4
Introduction
Express Messenger includes tools to help get your voice mail up and running quickly.
After th at, you can custom iz e the syst em to meet your spec if ic busines s needs.
Two important topics are at the end of Section 1:
x Testing Express Messenger
x Setting Up Express Messenger for the First Time.
Intended Audience
This document is written for the Syste m Administrator responsible for the Express
Messenger voic e mail s yste m.
Typical System Administrator duties include:
x Adding and changing mailboxes. Mailboxes are where employees
send and listen to messages.
x Recording company greetings and announcements.
x Setting up outside notification numbers for pagers, cellular phones,
and so forth.
x Backing up the system.
x Answering employee questions.
x Maintaining the voice mail system.
5
Introduction
How to use this Document
An Express Messenger dealer has already installed Express Messenger on your
PBX and performed the necessary system programming to make it work for you.
Read the System Administration Manual fro m beginning to end to fi nd out how to
optimize Express Messenger to your business requirements.
Use the glossary in Appendix B if you are unsure of any terminology used here.
Conventions
This System Administration Manual uses the following conventions.
x Voice Prompts and Responses
Italics represent references to the spoken word, such as examples of the
company and mailbox greetings.
x Boxes
NOTE: A box surrounds impor tant notes that provide additional
information about a topic or refer you to other material.
CAUTION: Cautions alert you to the possibility of damage to
equipment or software.
WARNING: Warnings alert you to the possibility of personal inj ury.
x Telephone Keys
Square brackets always surround numbers or letters that you enter from the
telephone keypad. For example:
[1] [2] ... [0] [#] [*]
If you need to press several keys in succession, the square brackets surround
all the numbers. For example:
[1234]
x Mailbox Numbers
Depending on your PBX dial plan, mailbox numbers can be
2, 3, 4, or 5 digits.
x Buttons and Flexible Buttons
Angle brackets always surround telephone button names and flexible button
functions. Fo r example:
¢Message² ¢Microphone² ¢Hold²
6
Introduction
Useful Tips
Some people are reluctant to use their telephone for anything other than making
calls. Encourage users to experiment with different options offered by Mitel
Express Messenger.
Here are so me ti ps to help everyone benefit from having a voice mail system.
x Explaining Mitel Express Messenger to Customers
The best way to make customers feel comfortable about Express Messenger is
through employees who are enthusiastic about it customers will sense their
positive attitude. If employees use their mailboxes and return calls in a timely
fashion, customers will feel secure about the new system.
Encourage employees to keep their mailbox greeting current and to check for
messages frequently, particularly if their telephone doesn’t have a message
light or if they have been away from their office. Respond to messages
promptly not two or three days later.
x Mailbox Greetings
Employee mailboxes us e two types of greetings: "perm anent" and "tem porary". Callers
always hear the perm anent greeting unles s you record a tem porary greetin g. A permanent
greeting should be general enough to cover all situations. A temporary greeting describes
a specific situation and las ts for a user-s pecified num ber of days.
Here are examples of both types of greetings:
Permanent greeting:
"You have reached Christ ine Conner. I can’t answer your call right now, so pl ease leave
your name, number, and a s hort message I will get back to you as soon as possible. If yo u
need immediate assistance, pr ess [0] and ask to be transferred to m y associate, Julie Jones. "
Temporary greeting:
"Hi! You have reached Julie Jones. I will be on vacation from Friday, June 18,
through Friday, June 25. I’ll be back on Monday, June 28, so please leave a
message and I’ll get back to you as soon as possible. If you require immediate
assistance, press [0] and ask to be transferred to Christine Conner."
The mailbox user specifies the number of days for the temporary greeting to
last, from 01 to 99, expiring at midnight of the last day. If specified to last only
one day, the message starts immediately and expires at midnight of the day the
user records it.
Employees who create a new temporary greeting every day show callers that
they are really using Express Messenger.
7
Introduction
x Duration of Messages in a Mailbox
Express Messenger saves messa ges for 15 days. A S ystem Administra tor can
change the number of days, on a mailbox-by-mailbox basis, by using Express
Manager. Express Messenger deletes each saved message as soon as the
message is older than the specified number of days.
x Saved Messages and System Size
If too many messages are saved on Express M essenger at any one t ime, the sy stem
will become full an d not be able to take new messag es.
If Express Messenger’s storage space is 90% full, users will hear this
warning when they log into their mailboxes:
“The system is nearly full. Please erase any unnecessary messages.”
If Express Messenger’s storage space is 98% full, its limit has been
reached and it will stop taking messages. Users will hear:
“I’m sorry, bu t th e sys tem is f ull . Pl ease tr y agai n at a l ater time . ”
x “Reply” and “Forward”
“Reply” and “Forward” options in the “Listen” menu only work with other
mailboxes within this Express Messenger. Users cannot reply to a message
that originates from an outside line or forward a message to an outside
telephone number.
x Type Ahead
Callers always hear a menu when Expr ess Messenger answers the telephone.
If you know which keys to use , press them immediately and move through the
system as fast as you wish. Although the menus are brief, voice prompts are
only for convenience. Occasionally, when interrupting prompts, the system
may not detect the key. In this case, press the key again.
x Message Length and Conditions
Expre ss Messen ger does not limit the length of any message. H owever, after
five minutes, Express Messenger interrupts the caller and asks if they wish to
continue recording. If there is no reply, Express Messenger stops recording
and disconnects the line. Similarly, if the caller stops talking for more than
four seconds or has a very faint connection, Express Messenger gives them
the option to continue recording.
8
Introduction
x Phantom Messages
To eliminate unwanted or unintended messages, Express Messe nger
automatically stops recording a message if it hears a steady, non-voice tone,
such as dial tone. Express Messenger may interpret background noise, such as
in a factory, as a steady tone and mistakenly disconnect the caller. Using a car
telephone when the car windows are open can also cause an unwanted
disconnection. The caller should try again from a quieter location.
x Music-on-Hold
There is always a delay between the time Expr ess Messenger answers an
outside call and the time someone answers the telephone or Express
Messenger sends the call to a mailbox. On most telephone systems, the caller
hears nothing while Express Messenger transfers the call unless you install
Music-on-Hold. Music can be alternated with product advertisements to keep
callers interested while they wait for an answer to their call.
Note: Express Messenger ports can operate as Recorded Announcement
Devices (RAD) to provide Music-on-Hold or other audio. For more
information, see page 88.
x The Operator’s Mailbox
Messages left in the operator’s mailbox (mailbox 0) need to be checked
regularly. Assign someone the task of frequently checking the operator’s
mailbox and forwarding any messages to the appropriate persons.
If the operator is aw ay from the teleph one or unable to an swer (such as at night or w hen
the business is closed), callers may become irritated if they have to wait through too many
rings before being transferred t o the ope rator’s mailbox. To avoid irritating callers in this
manner, either set the call forwarding on th e operator’s telephone to Express Messenger
or set a shorter transf er-recall time.
The default passcode for the operator's mailbox is [99, 999, or 9999].
x The Operator's Telephone
A special feature of Express Messenger is that the auto attendant attempts to
transfer calls to the operator even if the console is busy. This allows the
operator an opportunity to put the current call on hold and answer the new call.
x Message Notification to Extensions
If a subscriber's telephone does not have a message light, Express Messenger
can use the Message Notification feature to inform the subscriber when
messages arrive in their mailbox.
One of the five available notification methods is to ring any internal extension
number. If you enter the mailbox owner's extension as the alternate number,
that extension will ring when a message arrives. Re fer to Message Notification
in the Section 4, Changing Mailbox Parameters for more information.
9
Introduction
x Bilingual Prompts
Express Messenger can be set up to play voice mail prompts in two of three
languages: English, French or Spanish. Outside callers choose the language
they want when prompted by the auto attendant. Subscribers can request their
preferred language from the system administrator.
NOTE: Support for bilingual voice prompts is an optional feature of
Mitel Express Messenger Release 3.0.
x Record A Call
Subscribers can use Express Messenger to record their telephone
conversations. The recordings are stored in the subscriber’s mailbox separated
from regular voice mail messages.
NOTE: Record A Call is an optional feature of SX-200 EL/ML
LIGHTWARE 18, Release 1. For more information, see the SX-200
EL/ML Tec hnical Documentation. Instructions on using Record A
Call are included in the telephone user guides produced with Superset
Manual Maker (PN 9132-900-000-NA, Issue 8).
IMPORTANT: Record a Call should only be used in conjunction
with the laws of the jurisdiction where the call is placed from and/or
the laws of the jurisdiction of the place being called. MITEL is not
liable for misuse of this feature in a manner that does not conform
with the applicable law; for example: laws involving wiretapping,
eavesdropping, electronic surveillance, call recording etc. Dealers
should warn the customer in writing that they are responsible to use
this feature in accordance with the law and that in many jurisdictions
both parties must be made aware that the call is being recorded in
order to comply.
10
Introduction
Additional References
Installation Guide
Your Express Messenger dealer used an Installation Guide to install Express
Messenger into your PBX. An Installation Worksheet is included with the
Installation Guide. Ask your dealer for a copy of the Installation Guide.
User Guide
Each Express Messenger subscriber should have a User Guide for daily message
manageme nt . It provides step-by-st ep instructions on how to call Express
Messenger, set up a personal mailbox, and send or retrieve messages. The guide is
on the Documentation diskettes included with the Express Messenger card and on
the Manual Maker web site at http://edocs.mitel.com/manual /maker.
User Guide information is not repeated in this manual. Keep a copy of the User
Guide with this manual.
Instructions on using Record A Call are included in the telephone user guides
produced with Manual Maker.
Wallet Card
Each subscriber should also have a Wallet Card for quick reference to the Express
Messenger Menu system.
Front Desk User Guide & Guest User Guide
In hotel or motel applications, the front desk attendant should have a front desk
user guide. This guide provides instructions on ho w to administer guest mailboxes.
A guide on using Express Messenger from a guest phone should be left in each
guest room. The guide can be ordered by calling Mitel Networks Customer
Service. Specify part number 51001140A for the English/French version or
51001154A for the English/Spanish version. PDF versions of the guide are also
available for downloading from the Manual Maker web site at
http://edocs.mitel.com/manual /maker.
11
Introduction
Testing Mitel Express Messenger
Perform the following tests to verify that Mitel Expr ess Messenger is working
properly.
Because PBX programming frequently blocks users from accessing an outside line
and then dialing back in to the main number (tying up two Central Office trunks in
the process), parts of this test may need to be performed from off-site. The System
Administrator could call in from home and then verify the message upon arrival.
1. Call the business using an outside line. Verify that you hear the
company open or closed greeting (as appropriate) and that the message
is clear and understandable.
2. Call the business using several outside lines. Verify the number of rings
allowed before Express Messenger answers.
3. Call the business using an outside line. When Express Messenger
answers, press 0 and verify that Express Messenger transfers the call to
the attendant.
4. Call the Express Messenger hunt group using an internal line . Verify
that you do not hear the company greeting. Verify the number of rings
allowed before answer.
5. Call the Express Messenger hunt group using an internal line. Verify that
you do not hear the company greeting. When Express Messenger answers,
press 0 and verify that Express Messenger transfers the call to the
attendant.
Setting Up Express Messenger for the First Time
When first setting up Express Messenger, perform the following activities (detailed
procedures for each activity are elsewhere in this manual). Do all activities from a
telephone first (some activities cannot be performed from Express Manager). Keep
the Installation Worksheet in front of you because much of the information you
will be prompted for is on that sheet.
You can set up Express Messenger to operate either as a unilingual or biling ual
system. A unilingual system prompts users in English ( the default language),
French or Spanish. A bilingual system provides prompts in two of the three
available languages.
NOTE: Spanish prompts are only available on MEM Release 2.1 systems
or later and French prompts on MEM Release 3.0 or later. Bilingual
operation is an optional feature of MEM Release 3.0. For more
information, see Enabling the Bilingual Prompts Option on page 94.
12
Introduction
Unilingual Systems
To set up a system with greetings and prompts in one language:
1. Enter the necessary information onto the Express Messenger
Installation Worksheet.
2. Identify the Message Center number for accessing Express Messenger
ports (provided by the PBX installer).
3. To log in, dial the Express Messenger message center number.
Express Messenger answers and prompts you for a mailbox number.
4. Enter the system administrator mailbox number: default is [99, 999, or 9999].
5. To set up a system to prompt in the current language (default English), press
1, and then skip to step 7.
OR
6. To set up a sys t em to prompt in another language:
dial the Technician’s passcode (default 8642), followed by 9. Express
Messenger prompts you for a Technician’s Function Co de.
dial 20001 for English, 20002 for Spanish, or 20003 for French. You are
prompted for another Function Code.
dial 10281. The system resets.
After the system resets, log into the administrator’s mailbox again. The
system is now prompting in the selected language. Continue the set up a t
step 7.
7. Express Messenger prompts you for a passcode.
8. Enter the default passcode [1234].
9. Enter [1] for a new installation.
10. Set the number of digits for mailbox length to 2, 3, or 4 digits (default is 3
digits).
11. Enter current date and time in 24-hour format.
12. Program the opening and closing time for each day of the week.
13. Enter the Operator’s extension number.
14. Create a mailbox for each user’s extension.
15. Create the required single digit mailboxes.
16. Prepare and record primary company greetings for open hours and closed
hours.
17. Set the Send Message access code (the code is provided by the PBX installer
on the Installation Worksheet as Feature Access Code 41).
13
Introduction
Bilingual Systems
To set up a system with greetings and prompts in two languages:
1. Follow the above procedure to set up the system to operate in one
language.
2. Log into the administrator mailbox.
3. When prompted for a passcode, dial the Technician’s passccode
(default 8642).
4. Dial 9.
Express Messenger prompts for another Technician’s function code.
5. Dial 20272 followed by the 11-digit code required to enable the Bilingual
Voice Prompts option. You must call the Mitel Corpor ation order desk to
get the code. For more information on enabling the Bilingual Voice
Prompts language, see page 94.
Express Messenger responds with “Enabled.”
6. Set the default language (if different than the language specified in step
1) by dialing 20001 for English, 20002 for Spanish, or 20003 for
French.
7. Set the alternate language by dialing 20011 for English, 20012 for
Spanish, or 20013 for French.
8. Dial 10281 to reset the system.
9. After the system resets, log into the System Ad ministr ator Mailbox
again.
10. When prompted, enter the default passcode (1234).
11. Using the Greetings menu (press 4 from the main menu) to verify
existing greetings and then record new greetings in the alternate
language, including the bilingual welcome greeting.
14
Setting up Mitel Express Manager
Section 2: Setting up Mitel Express Manager
For optimum performance, install the Mitel Express Manager program on your
PC’s hard drive. You do not need to shut down your voice mail system while
installing Express Manager on your comput er.
Installing Express Manager onto a PC
The following software must be resident on your PC to install and run Express
Manager:
x DOS versio n 3.3 or higher
x Windows 3.1 or higher.
To install the Express Mana ger software on your PC’s hard drive:
1. Place the disk labeled Mitel Express Manager into your 3 1/2" floppy
drive.
2. At the DOS prompt, change to the drive in which you placed the disk.
For example,
C!a: [Enter]
3. At the DOS prompt, run the install program.
A:\!install [Enter]
Installation of Express Manager will continue automatically until completion.
Carefully read and follow any notification about software o r documentation
changes that display on your screen.
Installation is complete when the DOS prompt returns to your screen. You can now
use Express Ma nager to mainta in your company’s voic e mail syste m.
15
Setting up Mitel Express Manager
Connecting your PC to Express Messenger
You Run Express Manager from DOS on your PC. You can connect
your PC
x directly to a port on the Express Messenger Card, or
x remotely through a modem connection that allows you to
communicate to Express Messenger using your telephone system.
Express Manager requires the following hardware:
x IBM or IBM-compatible 286 computer (PC) or higher with a
minimum of 2 MB of disk space and 640 KB of memory (RAM).
x VGA monito r (color or monochrome).
x Express Messenger voice mail card installed in the PBX.
x Internal or external modem.
Connecting your PC Directly to the Express Messenger Card
1. Plug one end of the custom RS-232 cable into an unused COM port on
the PC.
2. Plug the other end of the cable into the Express Messenger card
connector. You must open the PBX door to connect the cable.
The custom RS-232 cable is a PC-to-PC cable with 9-pin female DB9
connectors on each end. Wires between pines 1 and 4 and between 2
and 3 of the connectors cross over within the cable; that is, it is a null
modem cable.
Note that Mitel Corporation does not suppl y the cable. Two recommended
cables are
Belkin F3B207-06 (6 feet)
Belkin F3B207-10 (10 feet).
16
Setting up Mitel Express Manager
3. Access a DOS prompt.
Navigate to the directory that contains the Express Messenger application by
typing
CD EXPRESS [Enter]
4. To start Express Manager, type
EXPRESS [Enter]
The Express Manager Login screen appears after several seconds.
5. Select Login from the File menu and enter the Administrator passcode
(default [1234]).
6. Program Express Messenger as described in this manual.
7. After you have completed your programming session, remove the cable
and replace the PBX front door.
Connecting your PC Remotely
Figure 1 illustrates the proper connection for remote access to Express Messenger.
A serial port on your remote PC connects through a modem to the voice mail
system.
To connect a PC remotely
1. Connect a PC directly to the Express Messenger card and login to
Express Manager application (see Connecting Your PC Directly to the
Express Messeng er Card on page 16 for instructions).
2. Select the Options menu, then Communications, and then complete the
Serial Port Setup window according to the requirements of the remotely
located PC port that is connected to your modem. Refer to
Communications on page 125 for instructions on how to complete this
window.
3. Disconnect the local PC from the Express Manager card and replace the
PBX front door.
4. Connect your remotely located PC to a modem.
5. Access a DOS prompt.
6. Navigate to the directory that contains the Express Manager application
by typing
CD EXPRESS [Enter]
7. To start Express Manager, type
EXPRESS [Enter]
8. Select Login from the File menu.
9. Enter the Administrator passcode ([1234] unless changed during
installation) and the telephone number of the voice mail system (auto
attendant) in the initial login window.
17
Setting up Mitel Express Manager
Figure 1 - Remote Connection to Express Messenger
Starting Mitel Express Manager
Follow the steps below to start the Express Manager program on your PC.
1. Using DOS, change to the EXPRESS directory created on your hard
drive during the installation process.
CD EXPRESS [Enter]
2. At your DOS prompt, run the EXPRESS program.
EXPRESS [Enter]
Your screen now displays an Initial Menu Bar, which allows you to change port
setups, log in to Express Messenger as a System Administra tor, or return to the
DOS prompt. Standard DOS prompts and menu options are not described in this
document.
NOTE: You can also star t Express Manager from Windows by addin g t he
program to your Windows desktop. See the your Windows documentation
for more information.
To exit from a menu, press <Esc>.
Before Express Manager can communicate with Express Messenger, set up the
Communications Serial Port Setup window to corresp ond to the requirements of
your COM port and your modem. Refer to your PC and modem manuals.
18
Setting up Mitel Express Manager
Logging In To Express Messenger From Express Manager
Follow these steps to log in to Express Manager, after Express Manager has been
started as just described. Each screen is described following this procedure.
1. From the initial screen (Figure 45), click on Ok, in the About window.
2. From the File menu, shown in Figure 46, click on File.
3. From the Login window (Fi gure 47), e nt er the Administrator’s password;
If you are connecting through a modem, enter the telephone number of the
voice mail system (auto attendant), and then click Ok.
CAUTION: Always wait at least 10 seconds between logins.
4. From the seven available menus, select the menu and window for the
activities to be performed.
5. At the end of a session, log out from the File menu.
19
Setting up Mitel Express Manager
About the Login Passcodes
The passcode you use to log in to the Express Manager determines which menu
items are available to you. There are two types of passcodes:
x Manager
Log in using the Manager p asscode to pe rform all the system adminis t ration,
mailbox management, and maintenance functions except, installing (or reinstalling) Express Messenger, accessing Remote Files and changing the
Administrator Passcode or passcode length.
x Administrator
Log in using the Administrator passcode to allow all manager functions plus
authority to install (or re-installing) Express Messenger, and access to Remote
Files and Administra tive Passcodes functions.
IMPORTANT: Give the Manager passcode to the person that performs
the day-to-day operations, such as adding mailboxes and changing
greetings. The Manager passcode provides limited access to the database
thereby reducing the likelihood of novice users causing serious disruptions
to the system. (Note that users are still prompted to begin a new
installation when they enter the Manager Passcode but get the response
“Invalid Selection” when they attempt to do so.)
To protect system security, keep the passcodes confidential.
20
Section 3: About Mailboxes
Mitel Express Messenger uses different types of mailboxes. Some are reserved for
system functions and others are available for general use. Each mailbox type has
different characteristics and uses. Mailbox numbers normally correspond to a
telephone’s extension number.
This section describes the different mailbox types. It also describes how the Auto
Attendant handles a mailbox number that is not the same as the extension number.
Read this section to determine how to use the different mailbox features. Refer to
the next section, Changing Mailbox Parameters, for step-by-ste p instructions on
how to add, edit, or delete mailboxes and how to enable or disable other Express
Messenger feat ures.
About Mailboxes
Reserved Mailboxes
The Operator
Mailbox 0 is reserved for the Operator's mailbox. Callers will leave messa ges in
this mailbox if they,
x do not know who to contact,
x are calling from a rotary dial telephone and cannot access menus or
mailboxes.
Check for messages left in the Operator’s mailbox several times each day. The
default passcode for the operator's mailbox is [99, 999, or 9999]. If the passcode
length has been changed, add the appropriate number of zeros to the end of the
passcode; for example, [123400].
The Directory
Mailbox 9 is reserved for the personnel directory. It cannot take messages. Callers
use it to reach an employee by dialing the first six letters of the employee’s first or
last name (as defined).
Administrative Functions
Mailboxes 90 through 97 or 990 through 997 or 9990 through 9997 are reserved
for Express Messenger self-administrative functions.
The Modem
Mailbox 98 is reserved for the Express Messenger built-in modem used for remote
administration or maintenance.
21
About Mailboxes
The System Admi nistrator’s Mailbox
Mailbox 99 or 999 or 9999 is reserved for the system administrator. It is not
associated with an extension and does not take message s. Any touch-tone
telephone in your company can access this mailbox. The default passcode is
[1234]. To maintain system security, change this passcode at first login.
General Usage Mailboxes
Express Messenger has four types of mailboxes:
x Extension
x Message-Only
x Transfer-Only
x Information-Only
The system administrator assigns mailbox types. Each type serves a different
purpose and has its own characteristics. Mailbox types are described on the
following pages.
NOTE: These examples assume that your PBX is programmed so that
the Express Messenger Auto Attendant answers your primary business
number(s). If that is not true, then the Operator sends calls to Express
Messenger only when the caller wants to leave a voice message.
Extension Mailbox
An extension mailbox is the default mailbox type. The mailbox number is usually
the same as the subscriber’s extension number. Figure 2 shows the calling
sequence for an Extension mailbox.
22
Telephone
K
1 2 3
E
Y
4 5 6
P
7 8 9
A
* 0 #
Device
Storage
BELL
An outside caller calls the
company telephone number
Express Messenger answers
an outside caller with the
company greeting
The caller enters an
extension number on the keypad
The extension rings
If the line is busy or
unanswered, Express
Messenger asks the caller if
they wish to leave a
message
Express Messenger records
a message in the associated
mailbox
About Mailboxes
Light
Express Messenger turns on
the telephone message light
(if available)
Figure 2 - Extension Mailbox Calling Sequence
NOTE: For telephones without message lights, you can set up message
notification to the subscriber’s extension number. See Message
Notification on page 67.
Message-Only Mailbox
A message-only mailbox takes messages and turns on the message light of the
associated extension. Unlike an extension mailbox, the phone does not ring after
the caller enters the extension number. Instead, Express Messenger immediately
asks the caller to leave a message.
A message-only mailbox does not require an associated extension. In this case,
Express Messenger cannot turn on a message light; instead, the mailbo x owner
must periodically check for messages.
Message-only mailboxes are for people who do not have telephones or who are not
in the office very often.
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Examples:
Out-of-town sales representatives
Delivery drivers
Part-time and seasonal employees
Frequent customers.
Figure 3 illustrates how a message-on ly mailbox works.
About Mailboxes
Telephone
1 2 3
4 5 6
7 8 9
KEYPAD
* 0 #
Device
Storage
Light
Outside caller initiates the
call
Express Messenger
answers an outside caller
with the company greeting
The caller enters an
extension number on the
keypad
The caller bypasses the
telephone and goes directly
to Express Messenger
Express Messenger asks
the caller if they wish to
leave a message
Express Messenger
records a message in the
associated mailbox
Express Messenger turns
on the telephone message
light (if available)
Figure 3 - Message-only Mailbox Calling Sequence
24
About Mailboxes
Transfer-Only Mailbox
A transfer-only mailbox is associated with an extension but do e s not take
messages. When a caller dials this extension he will hear, "You are being
transferred to <mailbox name>." If the extension is busy or unanswered, Express
Messenger returns the caller to the company greeting. No message is taken.
Add transfer-only mailboxes for areas in your company where you need a
telephone but don’t wa nt mes sa ge s taken.
Figure 4 shows a Transfer-only mailbox calling sequence.
Telephone
1 2 3
4 5 6
7 8 9
KEYPAD
* 0 #
BELL
Outside caller initiates the
Express Messenger answers
an outside caller with the
extension number on the
unanswered, no message is
taken - Express Messenger
returns the caller to the
call
company greeting
The caller enters an
keypad
The station rings
If the line is busy or
company greeting
Figure 4 - Transfer-only Mailbox Calling Sequence
Examples:
Conference rooms
FAX machines
Modem hookups
Lab areas.
Information-Only Mailbo x
An information-only mailbox, also referred to as a bulletin board, is not associated
with a specific extension number and does not take messages. Instead, it plays a
greeting that provides information to callers. The information could be any
message that your company wants customers to hear but does not need a person to
say.
Figure 5 shows an Information-only mailbox calling sequence.
25
Telephone
1 2 3
4 5 6
7 8 9
KEYPAD
* 0 #
About Mailboxes
Outside caller initiates the call
Express Messenger answers an
outside caller with the company
greeting
The caller enters an extension
number on the keypad
Express Messenger plays the
mailbox greeting, which is
information for the caller.
After listening to the information,
the caller can hang up, dial 0 to
reach the Operator, or dial
another extension number.
Figure 5 - Information-only Mailbox Calling Sequence
Examples:
Business hours
The company address
General announcements
Product updates.
Single-Digit Mailboxes
Mailboxes 1 through 8 are referred to as single-digit mailboxes, and can be any one
of the four types of general use mailboxes.
They are most effective when referenced in the company greeting, so that the caller
needs to enter only one number to receive the information they want or to reach the
most frequently dialed extensions.
Three typical uses for single-digit mailboxes follow. For the first two, assume
callers hear this company greeting, in which the numbers 1 and 2 refer to singledigit mailboxes.
"Thank you for calling ABC Industries. If you know the number o f t he person
you wish to reach, enter it now. For a personnel directory, press 9. For business
hours, press 1. To reach customer service, press 2. If you wish to speak to an
operator, press 0 or hold on the line."
26
About Mailboxes
Example 1:
Mailbox 1 is an Information-Only mailbox. A typical greeting for mailbox 1 could
be:
"ABC Industries is open for business Monday through Friday from 9 am to 6 p.m.
and on Saturdays from 9am to 1 p.m.”
The caller listens to the information and hangs up when they are done.
Example 2:
Mailbox 2 is an Extension mailbox. For this example, we’ll assume extension 214
is the Customer Service telephone.
When the caller presses 2, extension 214 rings. The caller might hear the following
greeting if the telephone is busy or not answered.
"All of our Customer Service representatives are busy at the moment. Please leave
your name, telephone number and a brief message. Someone will get back to you
as soon as possible."
You need to record the appropriate name and greeting for mailbox 2 for this setup
to work correctly.
If extension 214 also belongs to a subscriber, such as th e customer service secretary,
callers can dial 214 directly to reach that person. The secretary can have a personal
greeting i dentif y ing him self or h erse lf as the own er of the mail box bu t only if Mai l box
2 is programmed as a Transfer-Only mailbox. Express Messenger saves all department
and personal messages in mailbox 214.
A subscriber can serve as the destination for any number of single-digit mailboxes.
NOTE: Always add a new single digit mailbox first before changing the
company greeting to refer to it.
Figure 6 shows the calling sequence for a Single-digit mailbox.
27
About Mailboxes
Telephone
Device
Storage
2
Customer S ervice
Department
Mai lbox type: Transfe r-Only
Extension 214 rings
If line is busy or
unanswered, Express
Messenger asks the caller if
they wish to leave a
message
Express Messenger records
a message in the associated
mailbox (
214
)
214
Customer Service
Secretary
Light
Express Messe nger t urns on
the telephone message light
(if available)
Figure 6 - Single-digit Mailbox Calling Sequence
After a caller enters a single digit at the greeting, Express Messenger will wait to
see if another digit follows. To prevent this slight pause, assign single-digit
mailbox numbers that are not the first digit of other mailbox or extension numbers.
Example 3:
Mailbox 8 is programmed as the Language Change mailbox, a special mailbox
used to present callers with auto attendant voice prompts in a second language. In
this example, when a caller presses 8, all subsequent auto atte ndant prompts the
caller hears will be in French.
"Thank you for calling ABC Industries. For service in French, press 8."
You need to record pro mpts for mailbo x 2 in the appropriate language for this
setup to work correctly. For more information, see Recording System Greetings on
page 54.
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