Mitel NuPoint Messenger Service Manual

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Messenger

Feature Guide

Retrieve

Review

Respond

Feature Guide

Mitel NuPoint Messenger™ Software Release 7.0 – Feature Guide

Table of Contents

Section 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Section 2: The Mitel NuPoint Messenger™ Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Section 3: The User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

3.1 We Speak Your Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

3.2 Messaging for the Hearing Impaired . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

3.3 Only the Highest Quality Will Do . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Section 4: NP Flex – Mailbox Features and Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

4.1 Feature Classes of Service (FCOS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

4.2 Limits Class of Service (LCOS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

4.3 Group Class of Service (GCOS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

4.4 Network Class of Service (NCOS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

4.5 Restricted Class of Service (RCOS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

4.6 Tenant Class of Service (TCOS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Section 5: Outside Caller Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

5.1 Telephone Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

5.2 NP Receptionist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

5.3 NuPoint Agent™ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

5.4 NP OnDemand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

5.5 NP CLI and NP Boomerang . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Section 6: Mailbox Owner Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

6.1 Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

6.2 Review Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

6.3 Recording and Sending Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

6.4 Maibox Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

6.5 Advanced Subscriber Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Section 7: Multi-Media Messaging with NP View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

7.1 Easier and Faster Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

7.2 NuPoint Fax™ and NP View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

7.3 Saving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

7.4 NP View Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

7.5 NP View 1.2 (Mitel NuPoint Messenger Software Release 6.1 and above) . . . . . . . . . . . . . . . . . .19

Section 8: Application Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8.1 Greeting Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8.2 Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8.3 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8.4 Rotational . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8.5 Broadcast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8.6 NP Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

8.7 Shared Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

8.8 Virtual Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Feature Guide

8.9 Guaranteed Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

8.10 Walkaway Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Section 9: NP Admin, NP Config and System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

9.1 NP Admin and NP Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

9.2 Functionally Partitioned System Administration (FPSA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

9.3 Billing and Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

9.4 Administration by Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

9.5 System Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

9.6 Message Purge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

9.7 Telnet Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Section 10:Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

10.1 Disaster Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Section 11: Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

11.1 Voice Profile for Internet Mail (VPIM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

11.2 NP Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

11.3 AMIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Section 12: PBX Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

12.1 Methods for PBX Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

12.2 In-Channel Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Section 13: Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

13.1 The MESA Design Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

13.2 Functional Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

13.3 Shared Resource Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Appendix I: Class of Service Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

Appendix II: Line Card Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Appendix III: Line Card Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Appendix IV: Integration Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Mitel NuPoint Messenger™ from Mitel Corporation offers a multitude of unique, userfriendly voice and fax store-and-forward, call processing and multimedia messaging applications. These include NuPoint Voice™, NuPoint Fax™, NuPoint Agent™ and NP View respectively.

In addition, Mitel NuPoint Messenger offers a suite of enhanced services, which may be customized for individual operators worldwide using powerful NP Flex, a design tool from Mitel Corporation that allows an administrator to define the features and capabilities of a mailbox (See Section 4 for more information).

These services include NP Page, NP Cut Through Page, NP WakeUp, NuPoint Fax, NuPoint Agent, NP Boomerang and NP OnDemand. All of these applications are easily accessible from any touch-tone telephone using single-digit commands. The NuPoint Voice and NuPoint Fax applications also may be accessed through any PC using NP View. Some examples of Mitel NuPoint Messenger applications include:

• Paging a mailbox owner when a new voice or fax mail message arrives

• Allowing callers to not only leave a voice mail message, but input their call back number which is then displayed on the mailbox owners pager.

• Scheduling automatic wake-up calls to any telephone at any date and time

• Using the telephone to download a fax message to any fax machine at any time now or in the future

• Recording a voice and/or fax message and having it automatically distributed to thousands of people

• Delivering new,unplayed voice or fax messages to an on or off-system telephone number of choice

• Faxing a Windows document from a PC with voice annotation to multiple destinations, without using the PC fax modem

• Routing callers to predetermined destinations based on time of day, day of week, or day of year

• Listening to a message, then pressing two keys to talk “live” to the message sender without having to exit your mailbox

• Allowing callers to record messages and have them delivered to users without mailboxes

Mitel NuPoint Messenger products are simple in design and operation. The software architecture has been kept simple, so customization and upgrading are not unnecessarily complex or expensive for the user. All of these applications reside on the Mitel NuPoint Messenger server.

Four different Mitel NuPoint Messenger models are available to provide communication solutions for organizations worldwide:

• Model 70—serves smaller installations with up to 32 ports and 210 hours of redundant speech storage

• Model 120R—serves mid size installations with up to 48 ports and 210 hours of redundant speech storage

• Model 120S—serves large size installations with up to 60 ports and 960 hours of redundant speech storage

• Model 640—provides up to 240 ports with 2880 hours of redundant speech storage/5760 hours non-redundant speech storage

Section 1: Introduction

System Description

Section 2: Mitel NuPoint Messenger

Because all application products from Mitel Corporation are supported on the Mitel NuPoint Messenger server they can be integrated to provide advanced features and functions. Moreover, all of these features and functions are accessible from the most ubiquitous, userfriendly terminal: the touchtone telephone. Mitel Corporation

also offers complete desktop control of voice and fax messages from a windows-based PC.

Exhibit 2-1 is a matrix of some of the possible communications solutions enabled by the Mitel NuPoint Messenger server. Exhibit 2-2 details the four application products that provide the underlying capabilities for developing these solutions.

Mitel NuPoint Messenger Software Release 7.0

Exhibit 2-1: Communications Solutions

Voice Image Data

Messaging Voice Mail Fax Mail N/A

Information Audiotext/NuPoint Agent Fax Publishing N/A

Transaction Voice Forms Fax Transaction

Call Processing NP Receptionist/NuPoint Agent/ Guaranteed Fax NA

NP OnDemand

Notification/ Telephone MWI/NP Paging/ Fax Broadcast/ NP Cut Through Delivery off-system Messaging Fax MWI Paging / NP View MWI

Exhibit 2-2: Product Capabilities

NuPoint Voice™ The heart of the Mitel NuPoint Messenger server, NuPoint Voice is a feature-

rich voice messaging product that brings new levels of efficiency and effectiveness to an organization’s communications. Using the Mitel NuPoint Messenger server’s TUI, GUI and automated processing capabilities, NuPoint Voice increases productivity, letting employees dedicate their time to tasks that deserve personal attention. This,in turn, increases job satisfaction and allows organizations to allocate human resources cost effectively. NuPoint Voice improves customer service by giving callers easy access to the people and information they need within your enterprise. Now callers can leave detailed messages or listen to recorded information 24 hours a day.

NuPoint Fax™ Provides complete facsimile management, letting users send and receive fax

messages from their personal “mailbox,” just as they do voice messages. Because the NuPoint Fax application is fully integrated with NuPoint Voice, one phone call gives users access to both fax and voice messages. NuPoint Fax supports key applications, such as fax broadcasting for quick and costeffective information dissemination and fax publishing for providing customers with 24-hour access to information without traditional publishing costs.

Feature Guide

NuPoint Agent Combines powerful call processing and flexible automated attendant

capabilities to meet all of your organization’s call-processing needs.Fully integrated with NuPoint Voice,the NuPoint Agent application answers calls, plays messages and routes callers—all without human intervention‘s. The advanced features of the NuPoint Agent application and its modular design allow you to tailor call-processing applications to meet the specific needs of satellite groups, departments or individuals. This flexibility results in improved customer contact, more efficient allocation of operator time, and increased productivity and efficiency for all employees—especially mobile personnel.

NP View This Windows-based GUI integrates voice and fax mail on the PC desktop,

letting users communicate faster and more effectively. The NP View inbox window collects all voice and fax messages in one place and lets the user see at a glance the type of message, the sender’s name, the subject of the message, the time it was sent, and any level of urgency. Employee productivity increases dramatically as users prioritize messages to respond to the most important ones first, and as they manage messages remotely, using a PC or laptop with a modem. Now users can listen to voice mail through the PC sound system, and they can view, send and print fax messages—all from the PC.

Section 3:The User Interface

Human factors always have been a paramount consideration in the engineering of the NuPoint Voice and NuPoint Fax application user interface. Mitel Corporation was the first company to offer mnemonic prompts, an online user tutorial, single-digit prompts, and system administration from a telephone.

Mnemonic prompts provide easy to remember commands for each step of the call process. In addition, all commands are single digits, and menus are structured to present the most frequently chosen options first. The learning process for new users is accelerated, since it quickly becomes second nature to press “P”to play or “A” to answer a message, for example. Outside callers also can remember multiple menu items better, because key strokes have a direct association with the corresponding operations. Once the user is comfortable with the prompts, they may override them.

Coupled with a friendly user interface is a mailbox tutorial for every new mailbox on the system. The user is guided through this tutorial the first time they log into their mailbox. During the tutorial, the user learns about all messaging capabilities and customization features available in their mailbox. In addition, the user is led through the process of recording their name, a personal greeting, and a secret passcode. After the initial tutorial is completed, a user can access the tutorial again at any time through the “User Options” menu in their mailbox. If a user does not wish to hear the tutorial the first time they log into their mailbox, the system administrator may disable it.

Since Mitel NuPoint Messenger commands are easy to remember, users take advantage of advanced features. Corporate employees who begin by using the system just to take messages discover that, simply by pressing the “A” key, they can answer messages from other employees, and even hold “virtual conferences” through voice messages. System administrators find they can migrate their customers to increasingly sophisticated levels of service as the customers discover how simple even the advanced features of Mitel NuPoint Messenger are to use.

The Mitel NuPoint Messenger prompts are context sensitive. After listening to a message, the user

can press “A” to Answer it; after recording a message, the user can press “A” to Append to it. During a message playback, a user can press “T” to go to the Top of the next message; after hearing a fax message has arrived, a user can press “T” for fax Transmittal options. The experienced user can override prompts with Dual Tone MultiFrequency (DTMF) tones (key presses), and even enter an entire string of commands at one time. Mitel NuPoint Messenger retains and executes these commands in the order in which they are entered. Help is always available; The user simply waits for the prompt menu to be replayed. If the user presses an incorrect key, the system issues an informative error message, such as “I’m sorry; I did not understand that command,” followed by prompts for the options available at that time.

3.1 We Speak Your Language

In addition to English mnemonic prompts, standard numeric prompts are available on Mitel NuPoint Messenger in English, Australian English, British English, New Zealand English, Canadian French, Cantonese,German, Latin American Spanish, Japanese, Korean, Mandarin, Mexican Spanish and Brazilian Portuguese. Mitel Corporation also offers custom languages as an option. Each Mitel NuPoint Messenger server can offer from four to twelve full language sets. Line group assigns prompt languages, which is particularly useful in international applications. Customers who speak French can be given the pilot number for a line group where French prompts are played, and Spanish speaking customers can be given a number on the same system that issues Spanish prompts. Prompt languages also may be assigned to individual mailboxes, through the mailbox’s class of service configuration.

3.2 Messaging for the Hearing Impaired

This optional language allows TDD callers access to the messaging features of NuPoint Voice and NuPoint Fax applications, and meets the requirements set forth in Title IV of the Americans with Disabilities Act (ADA). Spoken prompts are converted to Baudot tones (the tones TDDs use to send and receive) and

Mitel NuPoint Messenger Software Release 7.0

See Section 7,

”Multimedia Messaging with NP View’“ for an explanation of the desktop user interface.

displayed on the TDD user’s screen. By entering numeric commands through their telephone keypads (e.g., “press 2 to answer”),TDD users can play, make, keep, delete, answer, and give messages. TDD users also have access to more advanced messaging features, including audiotext applications, broadcast mailboxes and distribution lists, compound messages that annotate fax messages with voice messages, and notification through message-waiting lights.

3.3 Only the Highest Quality Will Do

Mitel NuPoint Messenger supports high quality prompts, names and greetings. Prompts are available in 24 kbps. Names, greetings,and messages are available in 18.3 kbps, 24 kbps and 32 kbps. Speech and prompt quality can be configured system wide, on a line group level, or on an individual mailbox level.

32 kbps greetings can be used to provide high quality company information (audiotext) mailboxes, or bulletin boards. 24 kbps prompts are used to enhance the quality of the user interface.

Feature Guide

Section 4: NP Flex – Mailbox Features and Capabilities

Mitel Corporation has substantial experience selling into Customer Provided Equipment (CPE) markets. Serving these markets has given Mitel Corporation a unique insight into the messaging needs of a broad base of user communities, and the different features and capabilities required for their particular business applications. Mitel NuPoint Messenger satisfies these diverse needs through NP Flex, a design tool that allows an administrator to define the features and capabilities of a mailbox.

NP Flex allows a system administrator to enable voice and fax mailboxes with a unique set of features, capabilities, and parameters. There are over 300 capabilities that can be assigned by NP Flex and these may be configured into over 107 million distinct classes of service on a single system. Classes of service and individual features may be changed effortlessly and as often as desired on an individual mailbox level. In addition, these changes can be made online while the system is processing calls.

NP Flex provides this design flexibility through six distinct classes of service categories, which can be programmed and assigned independently of one another.These are the Feature Class of Service (FCOS), Limits Class of Service (LCOS), Group Class of Service (GCOS), Network Class of Service (NCOS), Restricted Class of Service (RCOS) and Tenant Class of Service (TCOS).

4.1 Feature Classes of Service (FCOS)

When callers contact the Indianapolis Convention and Visitor’s Association they hear a welcoming greeting and are presented with four choices.“Press 1 on a touch-tone phone” to record their address for a visitor’s guide mailing. “Press 2 to hear information on attractions and events”;“press 3 to hear descriptions of local hotels” and, if desired, to transfer to the hotel of their choice to make a reservation; or “press 4 to speak to a representative of the association.” Callers on rotary phones are automatically transferred to a representative.

All these options can be implemented on any Mitel NuPoint Messenger server. The Indianapolis Convention and Visitor’s Association simply took advantage of the powerful Feature Class of Service (FCOS)

capabilities that are part of every system. Every mailbox on the system has a unique set of features that are enabled by feature bits. Based on Software Release 7.0, Mitel NuPoint Messenger has over 250 different feature bits. These features range from basic user privileges such as the ability to receive messages from outside callers, to specialized operations like fax broadcasting. Combining feature bits creates an FCOS, which defines the capabilities of an individual mailbox.

A rich FCOS structure from Mitel Corporation means that our customers can create many specialized applications without purchasing new software or hardware. The system does not force you to use a set of preprogrammed choices. Default FCOS are included in the system configuration to allow the system administrat or to create mailboxes immediately after the system is installed, but these FCOS definitions can be modified by adding or deleting feature bits. An example is the Greeting Only FCOS, which plays a greeting to an outside caller (such as movie listings, weather information, or store hours), then, hangs up.

Each mailbox on the system can have a unique set of features and capabilities. Fax capabilities (fax broadcasting, fax on demand, fax store and forward, guaranteed fax, walkaway fax) and special mailboxes (tree, broadcast, check-in/check-out) are examples of features enabled by feature bits. Every mailbox can be customized with a unique FCOS,which can be changed easily and as often as necessary by the system administrator.If a user’s mailbox is assigned to an FCOS that excludes a specific feature, the user will not hear any prompts that refer to that feature.

FCOS is used in one of three distinct ways. First, it is often valuable to differentiate a novice user from an experienced user and to provide advanced mailbox features for experienced users only. This minimizes training and support requirements associated with system implementation. Second, FCOS is often used to match a mailbox to the requirements of a specific application. Examples include rotational mailboxes for audiotext, check-in/check-out mailboxes for lodging and hands-free mailboxes for cellular phone users. Third, administrators to build several distinct tiers of messaging service use FCOS.

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Each tier has a richer functionality. Up to 640 FCOS can be programmed to define unique mailbox functionality. Please see Appendix I for a list of feature bit by category.

4.2 Limits Class of Service (LCOS)

LCOS defines all of the operating parameters of a mailbox by restricting message, greeting, and outdialing digit lengths. These parameters allow the system administrator to control the use of the system resources. They are frequently used in conjunction with FCOS to build multiple tiers of service offerings. Like FCOS, they can be configured and changed online by the system administrator.

Language prompts (English, Australian English, British English, New Zealand English, Canadian French, Cantonese,German, Latin American Spanish, Japanese, Korean, Mandarin, Mexican Spanish and Brazilian Portuguese) are set in the Limits Class of Service.

Up to 640 LCOS can be programmed to quantify different categories of parameters. A list of these parameters is included in Appendix I.

4.3 Group Class of Service (GCOS)

The GCOS defines mailboxes with which a user can exchange messages. GCOS provides software partitioning at the mailbox level, without requiring partitioning at the line group level. This class of service category allows the NuPoint Voice and NuPoint Fax applications to be configured as either closed or flexible communities of interest, all served by the same multiline hunt group (MLHG).

There are two types of GCOS assignments: bitmapped, flexible GCOS that can accommodate multiple member groups within a GCOS, and simple GCOS groups, that only one level of affinity communication.

Sixty-four flexible, bit-mapped GCOS can be programmed. A mailbox can be assigned to one, some, or all of these GCOS.That mailbox can then exchange messages with any other mailbox that is a member of any common GCOS. As an example, a hierarchy of messaging can be built so that the president of a company can

communicate with any of the senior staff. Staff can communicate with the president, with each other,or within the department. But lower level department members can only talk to their senior staff representative, not with the president and not across departmental lines.

Up to 32,000 GCOS can be built as simple affinity groups. Mailboxes assigned to these GCOS can only communicate with each other and do not enjoy the hierarchy that was described above. Affinity groups allow the system to be partitioned into “virtual” systems, so that many different user communities or organizations can share a single system. With GCOS, this can be done confidentially and transparently to the distinct user groups.

4.4 Network Class of Service (NCOS)

NCOS works in conjunction with NP Net digital networking products from Mitel Corporation and allows the system administrator to regulate user access to and priority on the digital network. A mailbox’s NCOS control communications between users in one location with users on a Mitel NuPoint Messenger server in another location. A list of NCOS parameters can be found in Appendix I.

4.5 Restricted Class of Service (RCOS)

The RCOS is used to provide NPA/NXX screening, which in turn allows a system administrator to screen all outgoing NuPoint Voice and NuPoint Fax application calls (e.g., fax retrieval, NP WakeUp, message delivery, paging). NPA/NXX screening takes place at both the toll (central office) level and the area code (long distance) level. And, because system administrators can configure a different RCOS for every mailbox owner on the system, each mailbox can have a different screening configuration. NPA/NXX screening can take place in two different ways:

• Allow users to outcall to any number except those specified in the RCOS

• Allow users only to outcall to those numbers specified in the RCOS

A mailbox owner can be allowed to download faxes to all numbers in the 415, 408 and 510 area codes only, or to all area codes except 515.

Feature Guide

Alternatively, NPA/NXX can provide additional security enhancements to the Mitel NuPoint Messenger server by protecting it against toll abuse. Using RCOS, any specified mailboxes can be prohibited from making 976 or 900 calls. In addition, moreflexibility can be given to traveling employees to send messages, faxes, and pages to long distance numbers, versus local employees, who only may need to deliver faxes to an internal extension. With NPA/NXX, system administrators have complete flexibility in designing the appropriate limitations on an individual mailbox basis.

4.6 Tenant Class of Service (TCOS)

The TCOS applies only to systems using the Unified Integration capability, which supports up to 24 different switches and up to 56 different tenant groups to share the same Mitel NuPoint Messenger server.The TCOS controls what outside callers hear and how they are routed within and across the multiple line groups of a shared tenant application.

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Section 5: Outside Caller Features

There are five types of outside caller features: Telephone Answering, Automated Receptionist, NuPoint Agent, NP OnDemand, and Calling Line Identification (CLI) Capture.

5.1 Telephone Answering

An example of telephone answering is when a caller reaches an extension and is transferred to the NuPoint Voice application to record a message. After recording their message, outside callers can be given the opportunity to:

• Replay their message

• Re-record their message

• Mark their message “urgent” so it is placed at the top of the mailbox owner’s message queue

• Have the mailbox owner paged and enter a call-back number to be displayed on the pager

• Leave a message for another mailbox on the system

• Be transferred to the operator or any extension on the switch

• Leave a callback number for faster call return

5.2 NP Receptionist

NP Receptionist is an optional feature that answers incoming phone calls and asks the caller to enter the extension number of the party they wish to reach. If they do not know the extension number of the party, they can spell out the name on the telephone keypad. Once the extension has been entered, the system will transfer the caller to the desired party’s extension.

Calls may be transferred blind, supervised, or screened. If it is a blind transfer, the system hangs up once the extension is dialed. If it is a supervised transfer, the system stays on line until the caller gets through to the desired extension. If the extension is busy or ring on answer,the call is pulled back and the caller can choose to leave a message in the called party’s mailbox, or be transferred to another extension. A screened transfer is when the called party is fore-warned who is calling and can choose to accept or reject the call. Again, if the called party chooses not to answer the call, the caller may leave a message in the called party’s mailbox or be transferred to another extension. The system

administrator configures the options available to a caller (transferring to another extension or leaving messages in mailboxes).

5.3 NuPoint Agent

The NuPoint Agent application provides advanced call processing capability for Mitel NuPoint Messenger.NuPoint Agent is designed for flexibility and allows you to:

• Design complex call processing applications

• Build powerful automated attendants for your company

• Create customized audiotext and information delivery applications

• Utilize multiple call processing applications on each line group

• Configure every extension with its own unique call processing options

• Create customized department call processing applications

• Program or change your call processing applications at any time using a touch-tone telephone

NuPoint Agent is a powerful tool designed to allow users to build customized call processing applications. In most instances, every department or individual in a company does not require their own call box. Call boxes are primarily used on an exception basis for those individuals or departments who require special call processing. Users have a number of features to select from to build in their specific applications. The key building block for all applications is the call box, which is described in the next Section.

The Call Box

The flexibility of the NuPoint Agent application stems from its modular architecture, which uses combinations of call boxes to build call-processing applications. Just as a voice mailbox handles all the voice and fax messaging for the Mitel

Corporation platform, a call box handles all the call processing. A call box allows users to select any or all of the features needed for a specific call processing application. Call processing applications can be created using one or more call boxes.

Feature Guide

Overview

The functionality provided by the call box is divided into the following six segments:

Override

If enabled, the override segment will supersede the remainder of the call box and take a predefined action such as transferring to an extension or another call box.

Holiday Schedule

Routes callers depending on the day of the year. The user can set up holiday call processing up to one year in advance. Each year the holiday schedule is automatically updated by the NuPoint Agent application, based on the holidays selected the previous year.

Weekly Schedule

Routes callers depending on the time of day and day of week.

Greeting

Plays a user-recorded greeting.

Plays a user-recorded menu at user-definable number of times. This segment will also route callers depending on their single-key or multikey DTMF inputs.

Auto Exit

If no other segment has routed the caller, auto exit will route the caller based on a predefined action.

Calls

The picture above graphically represents a call box. Every call is processed sequentially through each call box segment, beginning with the first segment override. If callers are not routed or

transferred out of the call box by the override segment, they are passed on to the next segment schedule. Callers move through the call box until they are processed appropriately. A screen example of the main call box configuration screen showing each of the call box segments is included in the Administration section of the NuPoint Agent Product Note.

Call Box Actions

Call box actions are the transfer and routing functions available within each call box segment. Depending on the call box segment, certain actions are possible and some are not possible. The NuPoint Agent application can automatically route callers to call boxes, extensions and mailboxes, or take touch-tone input from the caller and route them to the specified selection. The primary actions available are depicted in the following picture of an “action box” taken from an actual NuPoint Agent screen.

The NuPoint Agent application supports the

18.3, 24 and 32 kbps speech compression rates available in Mitel NuPoint Messenger. Users can set the compression rate for each individual callbox to improve speech quality. Transfers from the Menu and Auto Exit segments to a NuPoint Voice mailbox can now be set to skip the mailbox greeting. NuPoint Agent Release also allows administrators to program 10 digit telephone digits through the telephone interface, allowing users to transfer calls to different area codes. Finally, with Mitel NuPoint Messenger, NuPoint Agent billing information is provided through the Enhanced NP Call Detail Recording (NP CDR) option.

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Override

Holiday Schedule

Weekly Schedule

Greeting

Auto Exit

CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in Call box DBN Dial-by-Name

5.4 NP OnDemand

NP OnDemand is a feature that allows an outside caller to record a voice message for a user who does not have a mailbox, and have that message delivered to the user.The outside caller benefits by having the opportunity to communicate non-real time with a user whom they otherwise would not be able to reach.

For example, mailboxes could be created dynamically for students who do not have voice mail, in order to guarantee that outside callers, professors and other students can effectively communicate with students who are often difficult to reach.

5.5 NP CLI and NP Boomerang

NP CLI enables Mitel NuPoint Messenger to capture the CLI number on an incoming call and store it with a voice/fax message. The primary use of the CLI is to provide a callback number for applications such as NP Boomerang.

NP Boomerang allows a mailbox user to suspend mailbox processing while listening to a message and establish a call with the caller at either the number input by the caller with the recorded message or a new number input by the user.In the situation where the CLI cannot be captured automatically for an outside caller,that caller will be prompted to keypad enter the callback number.Calling line identification for the outside caller interface can be enabled per mailbox in an FCOS basis.

Feature Guide

Section 6: Mailbox Owner Features

6.1 Notification

Overview

Mitel NuPoint Messenger supplies two messagewaiting applications that can be used when an integration itself does not handle message-waiting indicators. The two applications are DTMF-toPBX Message Lights and RS-232. These applications allow the server to turn PBX message waiting on and off. DTMF-to-PBX sends DTMF signals over the telephone lines; RS-232 sends signals to the PBX over an RS-232 data link or modem between the server and the PBX.

Expanded Modem Message Wait (Programmable RS-232)

This application allows Mitel NuPoint Messenger to turn PBX message waiting indicators on and off by sending signals to the PBX over an RS-232 data link.When a message is left in a mailbox, the server sends a one-way 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.

To increase message waiting throughput and provide for added reliability Expanded Modem Message Waiting (EMMW) is available in Mitel NuPoint Messenger software release 6.1B or 7.0 and above.This feature has been enhanced to support up to 32 serial ports.

DTMF-to-PBX

This application allows the Mitel NuPoint Messenger 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 Mitel NuPoint Messenger server to behave as if it were a station user.

When a message is left in a mailbox to which this type of message waiting has been assigned, the server goes off-hook, dials a string of DTMF

digits, and then goes on-hook. The PBX translates these digits, and turns the appropriate indicator on. When all unplayed messages have been played, the Mitel NuPoint Messenger 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-to-PBX message waiting ports.

DTMF-to-PBX (EDTP) is enhanced in Mitel NuPoint Messenger software release 6.1B and above to allow for multiple ports to activate/deactivate message waiting while ensuring that the same port that activates message waiting is the same port that deactivates it.

The enhancement is designed to allow for multiple DTMF ports to address message waiting in the instance that the PBX requires that the port that activates message wait is the port that deactivates it. Therefore, the Mitel NuPoint Messenger port assigned to the DTMF-to-PBX application that activates message waiting will always be the port that deactivates. This is only required under the circumstance that the PBX dictates this requirement.

Message waiting lights or stutter dial tones usually are sufficient to notify a user that they have new messages, if the user is located next to their telephone. However, there are more and more individuals who do not regularly work at a specific office location or desk. For these people, a message waiting light is not very useful. In response to this situation, Mitel Corporation has created numerous ways in which a user can be notified of a new message. These include paging, cut-through paging and message delivery options.

Paging notification allows for real-time notification of voice and fax messages. The Mitel NuPoint Messenger server supports all commercially available pagers. If the pager is a voice pager, the system will deliver the first 30 seconds of the voice message. It can also send customized alphanumeric messages to paging users. The system supports integration to the widest variety of paging systems via dialup, and telocator network paging protocol (NP TNPP).

The system allows for paging customization. First, the mailbox owner can designate up to two primary and two alternative pager numbers. Second,

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the mailbox can be configured to page at certain intervals or frequencies, or for urgent messages only.

NP Cut Through paging allows an outside caller or a mailbox user to send a callback number to a digital pager. Normally when an outside caller leaves a message, only the user’s mailbox number is sent to the digital display pager.With NP Cut Through paging, a user can circumvent their mailbox and contact the caller directly, using the callback number input by the caller.The caller also has the option of leaving a voice or fax message in the user’s mailbox and leaving a callback number.

Message Delivery is another convenient and timely way to deliver new messages to mailbox owners who work offsite or who are working away from their telephone. If a user decides to work out of their home, they can bypass the need to call into voice mail every hour by using message delivery. The system will call the user at home (or wherever the user preconfigured the system to call) every time a new message arrives. When the phone is answered, the system will prompt, “Hello <user’s name>. You have <number> unplayed messages in your mailbox. Please enter your passcode.” Once entered, the system prompts the user with the main menu (e.g. “press P to Play your first message, M to Make a new message” etc.)

Like other notification features, message delivery allows the user to set the telephone number, specify the hours available for message delivery, and, through the system administrator, to specify the types of messages to deliver (urgent only, for example).

6.2 Review Messages

After being notified of new messages, a user calls into the system, logs into their mailbox, and hears how many new and saved messages they have.The user can then choose to listen to all, some or none of the messages (urgent messages first, unplayed messages second, and saved messages third), listen to a message multiple times, move forward/backward within the message, pause, or skip to the next or previous message in queue. Once played, any message can be kept or deleted. All messages contain a time and date

stamp and the sender’s name (if the message is from a mailbox owner and they have recorded their name). Messages from outside callers contain the phone number of the caller (if captured by CLI or input by the caller).

After listening to a message, the user can answer the message automatically without having to hang up or dial another extension. The original message can be attached to the reply to remind the message sender of the subject matter. If the user chooses, they also can give the original message to one or more recipients along with their own comments. All of these options can be configured at the mailbox level, giving the user the ability to customize their own mailbox.

6.3 Recording and Sending Messages

In addition to receiving and playing messages, a mailbox owner can “make” a message and send it to one or more destinations from within their mailbox. Once a mailbox owner requests to make a message, they are asked to indicate the message destination. With Mitel NuPoint Messenger, users can send messages to the following destinations:

• Another mailbox on the system

• Another mailbox on the system utilizing an abbreviated mailbox number

• A mailbox on a networked system

• Another mailbox over the internet to Voice Processing over the Internet (VPIM) enabled voice messaging servers within and out of the Mitel Corporation family product line

• An off-system telephone number

• A network user without a mailbox

• A mailbox on another vendor’s voice mail system

• A distribution list containing any of the above

• A broadcast mailbox containing any of the above

• Any combination of these

NP Rapid Dial

The NP RapidDial optional feature provides mailboxes in a User Group with the ability to dial other mailboxes within that group with an

Feature Guide

abbreviated version of the mailbox telephone number.This abbreviated mailbox number can be used only for mailboxes within the User Group.When dialing numbers outside of the User Group, the full Mailbox number is required.

The NP RapidDial optional feature requires that User Groups are defined and that the Mailbox numbers supported in that group are defined in a NP RapidDial Table.The NP RapidDial Table maps the abbreviated Mailbox numbers to their fully qualified numbers, thus enabling the system to receive the abbreviated number and translate that number into an expanded version of the Mailbox number.The NP RapidDial Table defines the prefix field of the phone number and the suffix range of mailbox numbers that are to be used for NP RapidDial. The prefix and the suffix must be 11 digits or less and the prefix can contain a maximum of 9 digits. The suffix is used as the NP RapidDial number for all prefixes in the NP RapidDial Table.

Call Placement allows mailbox owners to send messages to off-system (e.g., nonuser) telephone or fax numbers. When the message is sent to an off-system telephone number,Mitel NuPoint Messenger immediately outdials the off-system telephone number and attempts to deliver the message. If Mitel NuPoint Messenger cannot deliver a message on the first attempt, the system will try again at regular intervals for a specified length of time. The system administrator can adjust both the retry interval and time length. When the call is answered, Mitel NuPoint Messenger tells the answering party who the call is for and whom it is from. The recipient may accept, reject, or delay the call. After listening to the message, Mitel NuPoint Messenger allows the recipient to leave a message for the message originator. In any case, the Mitel NuPoint Messenger will notify the caller if the message could not be delivered. If the message is an off-system fax, NuPoint Fax will not play the abovementioned prompts.

Mailbox owners can make messages for users who do not have a mailbox on Mitel NuPoint Messenger through the NP OnDemand feature. NP OnDemand mailboxes can be created by mailbox owners through the “make” function just by entering the user’s telephone number and recording a message.

In the case of delivering messages to mailboxes on other vendors’ systems, the Mitel NuPoint Messenger server sends the message via Voice Profile for Internet Mail (VPIM). VPIM is an industry standard established by the Electronic Media Association (EMA) for connecting dissimilar voice messaging systems for the efficient and cost-effective exchange of voice and fax messages across TCP/IP-based secure intranets and the Internet. In Release 7.0,Mitel NuPoint Messenger has unleashed the built-in VPIM capability opening new doors to global communications at a fraction of the cost.

In the case where the dissimilar server is not VPIM enabled, the message can be sent via Audio Messaging Interchange Specification (AMIS). AMIS follows the Audio Messaging Interchange Specification (AMIS) standard. With AMIS, when a mailbox on the other vendor’s system receives the call to deliver the message from the originating system, Mitel NuPoint Messenger will deposit the message in the mailbox without requiring the recipient to accept the call.

Mailbox owners can send voice and/or fax messages to multiple destinations using distribution lists. Mailbox owners may use both personal and system distribution lists to send messages. Up to 99 personal distribution lists may reside in a mailbox owner’s mailbox, and each can contain 65,535 members. Up to 99 system distribution lists with 65,535 members each can reside in an administrator’s mailbox (one administrator mailbox per linegroup), and can be accessed by mailbox owners who dial into that linegroup. Distribution lists also may be nested, so that one or more personal distribution lists can be members of other personal distribution lists.

Broadcast mailboxes can be made available to both mailbox owners and non-mailbox owners to send messages to multiple recipients at one time. Broadcast mailboxes use personal distribution lists to accomplish this.

When a user has finished recording a message, they can review it, delete it and re-record, or send it. Mitel NuPoint Messenger allows a user to send messages with a number of delivery options. An example would be an urgent message that would be placed at the front of the recipient’s message queue. The following are examples of message addressing delivery options on Mitel NuPoint Messenger:

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• Marking a message urgent

• Marking it confidential (so that it cannot be given to another user)

• Setting it for future delivery

• Requesting a return receipt (to see if the recipient listened to the message)

• Any combination of the above

6.4 Mailbox Customization

Although the system administrator is responsible for creating and modifying mailboxes,Mitel NuPoint Messenger allows users to personalize their mailboxes with the following features:

• Recording a name

• Recording primary and conditional greetings

• Setting the passcode

• Creating personal distribution lists

• Setting a default fax delivery number

• Enabling/disabling automatic fax delivery

• Retrieving all unplayed faxes at once

• Activating the tutorial

• Scheduling message delivery

• Changing a message delivery number

• Scheduling paging

• Changing a pager number

• Activating/scheduling auto wakeup

A mailbox user’s name recording is used in several places on the system. For example, when an inside caller reaches a user’s mailbox, they first hear the name recording, verifying that they have reached the correct mailbox extension. In addition, when a user logs into their mailbox to retrieve their messages, they first hear their name recording. Finally, when a user retrieves a message, they hear the name recording, identifying the person who left the message.

Users have the option of recording four multiple personal greetings: one primary personal greeting and three conditional personal greetings. The three conditions are ring no answer, busy and all calls forward.When a caller reaches an extension that is not answered, the caller hears the no answer greeting. If the called extension is busy, the cal ler hears the busy greeting, stating that the called party is on another line. When the called extension is forwarded to Mitel

NuPoint Messenger, the caller hears the forwarded greeting, notifying the caller that they have reached the called party’s voice mailbox.

Passcode lengths can be 4-10 digits in length, and can be changed as often as a user wishes through the “User Options” menu.For more information on passcodes, see Section 10 on Security.

Personal distribution lists are used to send messages to a number of mailboxes at one time. Distribution lists can be changed by the mailbox owner as often as is desired through the “User Options” menu. Distribution lists are virtually limitless: each mailbox can have up to 99 distribu

tion

lists, and each list can have up to 65,535 members. Setting a default fax delivery number precludes

the need to enter a fax machine number to receive a fax. Instead, only one keystroke is necessary to download a fax from a user’s mailbox.

If a user enables automatic fax delivery, all fax messages sent to their mailbox automatically are delivered to their default fax number.These messages also are stored in the user’s saved queue. If the user is going on vacation and prefers not to have his/her fax messages downloaded for a period of time, this option easily can be changed through the User Options menu.

Retrieve all un-played faxes allows a mailbox owner to download multiple fax messages by pressing a single key in the user options menu. All un-played faxes in the user’s mailbox at that time are concatenated and sent to the user’s default fax number.

A mailbox owner can choose to listen to the tutorial at any time by choosing the “activate tutorial” option in the User Options menu.

A user can schedule the message delivery option to any telephone, using single-digit commands. Message deliveries can be programmed to occur at any time or date, and can be easily changed. For example, if a mailbox owner is working at a different location for a day, they can program the system to deliver all of their new or urgent messages to that specified number, eliminating the need to constantly check their mailbox for new voice or fax messages.

Users can also choose a paging schedule and a pager number to be notified of all or urgent messages only.

Feature Guide

6.5 Advanced Subscriber Features

NP WakeUp

A user can schedule a wakeup call from Mitel NuPoint Messenger any time, any day and anywhere. If the first call doesn’t wake you up, you can program wakeup calls to occur multiple times at specified intervals, until you answer the phone. Users can schedule a wakeup call to occur every day on a long-term basis.

NP OnDemand

NP OnDemand allows administrators the opportunity to provide telephone answering and messaging capability for their users who do not own mailboxes. It can be used in multiple ways, such as:

• Allowing outside callers to record messages for users who don’t own mailboxes.

• Allowing users with mailboxes to leave messages for users who don’t own mailboxes.

• Notifying users without mailboxes of new “NP OnDemand” messages they have received through stutter dial tone, message waiting lights, or message delivery.

This is accomplished by having the system administrator create a template NP OnDemand mailbox (the template with the appropriate classes of service is predefined on the Mitel NuPoint Messenger server but can be modified) for one or more line groups. Once the template is created, outside callers or mailbox owners can record messages for network users who do not own mailboxes just by calling them. A temporary mailbox is automatically created for the user, and the user is notified of the new message.

Notification can occur in one or more ways, as defined in the template mailbox. It can be through message delivery, in which case Mitel NuPoint Messenger outdials to the user to deliver to them the actual recorded message left by the caller. It can occur through message waiting lights, stutter dial tone, or other message wait notification options available on Mitel NuPoint Messenger.

The user then logs into the NP OnDemand and listens to the unplayed message(s). At midnight the mailbox is purged, unless there are unplayed messages that are less than two hours old.

A new NP OnDemand can be created when another caller dials the user and is unable to reach them. Both of these options are configurable by the system administrator in the template mailbox.

NP OnDemand activity is tracked in Mitel’s Call Detail Recorder (NP CDR) billing package. There are 26 fields, which record details of NP OnDemand activity. Information available for usage and/or billing includes:

• Creation of NP OnDemand—including date and time

• Purge of NP OnDemand—including date and time

• Number of unplayed, urgent, and fax messages in a NP OnDemand

• Number of messages played, kept or discarded in a NP OnDemand

• Number of minutes a user was logged into a NP OnDemand

NP Command Line Interpreter and NP Boomerang

NP CLI enables the Mitel NuPoint Messenger server to capture the CLI number on an incoming call and store it with a voice/fax message. The primary use of the CLI is to provide a callback number for applications such as NP Boomerang.

NP Boomerang allows a mailbox user to suspend mailbox processing while listening to a message and establish a call with the caller at either the number input by the caller with the recorded message or a new number input by the user. Once the call is complete, the user will be returned to the mailbox at the point immediately following the message, which was returned through the callback capability. When NP Boomerang is used in conjunction with the CLI Capture, the caller’s number is automatically captured with the message and the caller does not need to input the return phone number.

NP Boomerang and CLI Capture together bring value by minimizing the number of keystrokes required to interact with voice messaging and to return messages left by callers. The features can also be a valuable productivity tool when used in the CPE environment.

CLI Capture is currently only supported with Enhanced Data Link, NEC (Mitel NuPoint Messenger Rel. 7.0) and Enhanced Inband

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integrations. NP Boomerang will work with all integrations, however the outside caller must input their callback number.

Features

• Capturing the Caller’s Number The caller’s number will be captured automati-

cally with the message or it can be requested by the system for the caller to input.

• Two-key Message Return Currently, with standard voicemail, the user is

required to take a five-step process when attempting to return a caller’s message. Memorize the caller’s spoken phone number, exit from voicemail, place a new call by entering the key presses corresponding to the number of digits required to call the caller, hang up with the caller, and place a call back into voicemail. With NP Boomerang, the user has the power to

make an outgoing call to the caller’s number by entering only two key presses.

• Changeable Return Number The system will play back the CLI to the caller and

the caller has the ability to delete or modify the number.If the CLI is invalid or not supplied by the caller’s switch, the system gives the caller the option to input the callback number.The caller or user may modify the number that was input by the caller (or the CLI) and return the call in the same method as described in “Two-key Message Return”. This feature is supported when the administrator enables the use of FCOS bit 264.

• User Return When the call is completed, the system

“Boomerangs” back to the menu at the point in voicemail at which the user chose to establish a call to the caller.This allows the user to discard the message, keep it or give it to another user on the system.

Feature Guide

Section 7: Multimedia Messaging with NP View

NP View for Windows is a client software application that operates with the Mitel NuPoint Messenger server to provide voice and fax messaging on the desktop PC. NP View allows users to manage, create, and review their NuPoint Voice and NuPoint Fax application messages from a PC. With NP View,users have complete control over voice and fax messages and can:

• Integrate voice and fax messaging with their PC desktop

• View all their messages instantly

• Play, view, and create compound voice and fax messages

• Deliver faxes cost-effectively using the Mitel Corporation server

• Archive messages onto their local PC

• Keep in touch anywhere with remote modem access and message download capability

• Transfer contents of Mitel Corporation voice and fax messages to and from other Windows applications

7.1 Easier and Faster Messaging

NP View uses a personal inbox to display all of a mailbox owner’s voice and fax messages. At one glance a user can see each message in the mailbox, including information on the sender’s name, the message-type (e.g., voice or fax), the subject line of the message, and the date and time of the message. Moreover, urgent messages are flagged with an exclamation point and confidential messages with a lock. From the inbox a user can double-click on a voice message, and NP View will automatically play the message either through a sound card on the user’s PC or through any telephone.

In addition to playing voice messages and viewing faxes, NP View provides a number of easy point-and-click functions to help users manage their voice and fax messages. Users can Make, Give, and Answer messages directly from NP View.With a few simple commands users can record a voice message, address it another user, attach a fax, and send the compound message to the recipient.

To help the user address and send messages, NP View utilizes address books and distribution

lists. When addressing a message, the user can select a recipient from any of these address books or distribution lists. The distribution lists are the same system and personal distribution lists available to the user through the touchtone telephone interface. NP View accesses two types of address books: a system address book and a personal address book. The system address book has the names and mailbox numbers of everyone with a mailbox on the local Mitel NuPoint Messenger server. The personal address book is where users keep a personalized list of names, phone numbers and fax numbers of colleagues, suppliers and customers.

7.2 NuPoint Fax and NP View

In addition to viewing fax messages from their PC, NP View improves a user’s ability to create and send of faxes. Users can create a fax message from any Windows application and send it to any mailbox on Mitel NuPoint Messenger or to any fax machine in the world. NP View eliminates the need for having a fax board in every PC and an analog Direct Inward Dialing (DID) phone line in every office. Users can share the server fax resources on the Mitel NuPoint Messenger server.

7.3 Saving Messages

NP View allows users to drag-and-drop messages from the inbox into message folders, where they are saved on the local hard drive or on a network file server.In addition, users can convert a voice message into a standard Windows .WAV file or convert a fax into a standard .TIF file (or into a file in any of the popular .BFX, .BMP, .DCX,and .PCX formats), use virtually any Windows application (e.g., MS Word,cc: Mail), and save it in a Windows folder. Once in these standard formats, users can embed these messages into the documents.

7.4 NP View Remote

NP View Remote is a new product that allows users to access their messages from their PC using a telephone line and a modem. Remote users can call into the Mitel NuPoint Messenger server from any location and have full NP View

Mitel NuPoint Messenger Software Release 7.0

access to their mailbox. NP View provides two modes of operation for remote users, online and offline. In the online mode, users can directly access their mailbox functions, as they would from a local PC connected to the Mitel NuPoint Messenger server. In the offline mode, users can download the contents of their messages to their local PC and then log off.Their mailbox information is now stored on the local PC and they can manage their messages (e.g., listen to, respond to, delete, keep, make, etc.) offline, at a time and location convenient to them. After completing their messaging activities, users then reconnect to the Mitel NuPoint Messenger server and resynchronize their mailbox and address book.

7.5 NP View 1.2 (Mitel NuPoint Messenger Software Release 6.1B and Above)

NP View 1.2 provides enhancements to the Server and Client software feature. The following is a description of the new capabilities:

• Caller ID Capture and Look-up: If the Switch integration to the Mitel NuPoint Messenger server supports Caller ID capture, NP View will display the outside caller’s telephone on NP View Inbox screen, in the same field as the mailbox number.The end-user will be able to input the caller’s name plus add it to a personalized address listing.

• Calls Identified over NP Net: When a message is received from another Mitel Corporation server that is using NP Net the caller’s name is identified on the NP View inbox screen.

• Calls Identified over VPIM:With Mitel NuPoint Messenger Rel. 7.0, when a message is received from another VPIM-enabled server, the caller’s name is identified on the NP View inbox screen.

• Select Multiple Messages in a Folder to Delete: An end-user can select more than one message in a folder and delete them all at once.

• Delete a Non-Empty Local Folder: This enhancement allows the end-user to delete a folder that this files without having to delete the files first from the folder.

• Audit Receipts: The new capability enables the end-user to resend a message to another user because the receipt contains the originally recorded message.

• Splash Screen: A new login screen has been added for launching NP View.

• GCOS Support: The System Address Book will only display people that an end can successfully send a message too.

• Distribution List Protection: The end-user can no longer delete the protected personal distribution lists set up by the system administrator (lists 01 and 09).

• Sound Quality Adjustments when Recording: The end-user using the “Preference” dialog box can select “Multimedia Sound Preference” and adjust either the sound quality or sound hardware compatibility during the recording of a message.

Feature Guide

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