Norstar is a trademark of Northern Telecom.
P0886602 Issue 1.0
Printed in Canada
Contents
Chapter 1How to use this guide 1
Introduction 1
Conventions and symbols used in this guide 2
Prerequisites 2
Chapter 2Using Norstar Voice Mail 3
Introduction 3
Norstar telephones 3
Single-line display telephones 3
Two-line display telephones 4
Alternate DNs 4
Analog Terminal Adapter (ATA) 5
Entering characters on the Norstar dialpad 5
Norstar Voice Mail voice prompts 6
Interrupting a voice prompt 6
Automated Attendant 6
Types of mailboxes 7
Personal mailbox 7
Information mailbox 8
Special mailboxes 8
Exiting Norstar Voice Mail 8
Chapter 3Setting up your mailbox 9
Introduction 9
Initializing your mailbox 9
Opening your mailbox 11
Opening a mailbox after it has been initialized 11
Opening your mailbox remotely 11
Mailbox Password 12
Changing your mailbox password 12
Company Directory 13
Recording or changing your name in the Company Directory 13
Assigning a Target Attendant 14
Chapter 4Feature codes and mailbox options 15
Introduction 15
Feature codes 15
Determining custom feature codes 17
Programing a memory button with a feature code 18
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ii
Mailbox options 18
Main Mailbox menu and options 19
Mailbox Administration menu 19
Chapter 5Greetings 21
Introduction 21
Types of mailbox greetings 21
Personal mailbox greetings 21
Information mailbox greetings 23
Recording the Primary or the Alternate mailbox greeting 23
Choosing the Primary or the Alternate mailbox greeting 25
Recording a Personalized mailbox greeting 26
Deleting a Personalized mailbox greeting 27
Recording an Information mailbox greeting 28
Chapter 6Accessing your messages 29
Introduction 29
Receiving calls 29
Norstar Voice Mail Never Full mailbox feature 29
Listening to your mailbox messages 30
About erased messages 32
Call Screening 33
Chapter 7Sending messages 35
Introduction 35
Types of messages 35
Broadcast messages 35
Personal messages 35
About recording and sending a message 36
Using the Company Directory 36
Voice Activated Dialing (
Message delivery options 39
Assigning message delivery options using the Open Mailbox
feature 40
Assigning message delivery options using the Leave Message
feature 41
Recording and sending a message using the Open Mailbox feature 41
Recording and sending a message using the Leave Message feature 42
Replying to messages 43
Replying to an internal message sender 43
Replying to an external message sender 44
Sending a message to more than one recipient 44
Sending a message using a Group List 44
ƒ·°°
) 38
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Copying a message to other recipients 45
Forwarding a copy of a message to one or more recipients 45
Chapter 8Call Forwarding your calls 47
Introduction 47
Call Forwarding your calls to Norstar Voice Mail 47
Setting up Call Forward remotely 47
Call Forward with Caller ID (CLID) 48
Chapter 9Transfering calls 51
Introduction 51
Transfering calls to a Norstar Voice Mail mailbox 51
Transfering a mailbox owner’s call to Norstar Voice Mail 52
Transfering calls from your mailbox to the Operator 53
Transfering calls from your mailbox to the Automated Attendant 53
Transfering a call to Custom Call Routing (CCR) 53
Outbound Transfer 54
Adding special characters to the destination number 54
Optimizing Outbound Transfer 56
Programming an Outbound Transfer telephone number when Norstar
Voice Mail is behind PBX or Centrex+ 56
Setting up Outbound Transfer to a phone number 57
Setting up Outbound Transfer to a directory number (DN) 57
Changing the Outbound Transfer parameters 58
Turning Outbound Transfer on and off 59
iii
Chapter 10Off-premise Message Notification 61
Introduction 61
About Off-premise Message Notification 61
Setting up Off-premise Message Notification to a phone number 62
Setting up Off-premise Message Notification to a Directory Number 64
Setting up Off-premise Message Notification to a pager number 66
Changing Off-premise Message Notification 68
Changing the destination type from a pager to a telephone or
extension 69
Changing the destination type from phone or extension to a pager 70
Setting up Off-premise Message Notification to more than one
destination 71
Deleting an Off-premise Message Notification destination number 73
Inserting an Off-premise Message Notification destination number 74
Turning Off-premise Message Notification on and off 75
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Chapter 11Recording a call 77
Introduction 77
Using Call Record 77
Chapter 12Norstar Voice Mail Tips 79
Introduction 79
Norstar Voice Mail Tips 79
Chapter 13Troubleshooting 81
Introduction 81
Appendix A: Default values and tone commands 85
Default mailbox numbers for the General Delivery mailbox 85
DTMF tone commands for setting up Off-premise Message
Notification 85
Glossary 87
Index 93
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
How to use this guide
Introduction
The
Norstar Voice Mail Reference Guide
Quick Reference Guide
. The
Norstar Voice Mail Reference Guide
detailed information to a user about using the Norstar Voice Mail system.
This chapter describes:
•How the Reference Guide is organized
•Conventions and symbols used in this guide
•Prerequisites
How the Reference Guide is organized
The
Norstar Voice Mail Reference Guide
ChapterDescription
1. How to use this guideDescribes the contents and conventions of this guide.
2. Using Norstar Voice Mail Describes Norstar telephones, how Alternate sets
work, the Analog Terminal Adapter (ATA), entering
characters on the Norstar dialpad, Norstar Voice Mail
voice prompts, the Automated Attendant, types of
mailboxes and exiting Norstar Voice Mail.
3. Setting up your mailboxShows how to initialize and open your mailbox.
Explains passwords, the Company Directory and
Assigning a Target Attendant.
4. Feature codes and mailbox optionsDescribes feature codes and mailbox options.
5. GreetingsDescribes Primary, Alternate, Personalized and
Information mailbox greetings. Shows how to record
and choose greetings.
6. Accessing your messagesDescribes Receiving Calls, the Norstar Voice Mail
Never Full mailbox feature, listening to your mailbox
messages, and Call Screening.
7. Sending messagesExplains types of messages, using the Company
Directory, message delivery options, recording and
sending a message, replying to messages and how to
send a message to more than one recipient.
8. Call Forwarding your callsDescribes Call Forwarding your calls.
9. Transfering callsDescribes Transfering calls and Outbound Transfer.
10. Off-premise Message NotificationExplains what Off-premise Message Notification is
and shows how to set up and change Off-premise
Message Notification.
11. Recording a callDescribes the Call Record feature.
12. Norstar Voice Mail TipsProvides suggestions for the optimal use of Norstar
Voice Mail.
is to be used with the
Norstar Voice Mail
gives more
contains the following chapters:
1
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
2
How to use this guide
ChapterDescription
13. TroubleshootingProvides helpful procedures for problems that might
occur while operating Norstar Voice Mail.
Appendix A: Default values and tone
commands
GlossaryDefines terms used in this guide.
IndexProvides an alphabetical list of information contained
Provides a list of default values and tone commands.
in this guide.
Conventions and symbols used in this guide
The following conventions and symbols are used for describing features and their
operation:
ConventionExampleUsed for
Word is in a special font (shows
top line of display)
Underlined word in capital
letters (shows bottom line of a
two-line display telephone)
Dial pad buttons
Pswd:
PLAY
£
Command line prompts. Used on single-line and
two-line display telephones.
Display button option. Available on two-line
display telephones only. You can press the button
directly below the option on the display to
proceed.
Represents the buttons you press on the dial pad
to select a particular option.
Prerequisites
If you are a new user, make sure you are familiar with the operation of Norstar
single-line and two-line display telephones. Refer to "
page 3 and read the
For more information about Norstar Voice Mail, ask your System Coordinator.
Norstar Telephone User Card
Norstar telephones" on
that came with your telephone.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Using Norstar Voice Mail
Introduction
Norstar Voice Mail works with the Norstar Business Communication System,
providing an automated receptionist service. Norstar Voice Mail answers incoming
calls, routes them to directory numbers (DNs) and mailboxes within the system, and
provides message taking capability.
This chapter describes:
•Norstar telephones
•Alternate DNs
•Analog Terminal Adapter (ATA)
•Entering characters on the Norstar dialpad
•Norstar Voice Mail voice prompts
•Automated Attendant
•Types of mailboxes
2
•Exiting Norstar Voice Mail
Norstar telephones
Single-line display telephones
Norstar single-line display telephones can be used for most Norstar Voice Mail
sessions. If you are a using a single-line display telephone, the display shows the
Norstar Voice Mail display command line. The single-line display telephone does
not show the display button options.
On a single-line display telephone, all options are given immediately by the voice
prompts. Selections are made using the dialpad only. You do not need to wait for
the voice prompt to complete the option list. You can interrupt the voice prompt and
make your selection immediately.
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Using Norstar Voice Mail
Two-line display telephones
Norstar two-line display telephones show you Norstar Voice Mail commands and
options. All system administration tasks, such as setting up a Group List, require a
two-line display telephone.
The two-line display can show up to three display button options at a time. In cases
where there are more options, wait for the voice prompt to state the other available
options. If you know the corresponding dialpad number for the option you want,
you can enter it at any time during the voice prompt.
•
Press
to return to the previous display prompt.
An example of the Norstar Voice Mail two-line display is shown in the following
Norstar two-line display illustration.
Norstar two-line display
Alternate DNs
You can have up to two Alternate DNs for your mailbox. When a caller dials the
main DN (a DN that has Alternate DNs assigned), the call rings at the main DN
only.
If the call is not answered and a message is left, a message indicator appears at the
main DN and at the Alternate DN(s). You can access the message from the
Alternate DN(s) with
messages from your main DN telephone.
When an Alternate DN is assigned to a telephone that has Caller ID (CLID) and
Display Caller enabled, CLID information is displayed and an audible tone occurs
at all telephones when the call goes to Norstar Voice Mail. (For information on
enabling Display Caller refer to "
The message can be intercepted using the Interrupt Feature,
all telephones as long as the caller is still leaving a message.
Display command line
Display button options
Display buttons
ƒ·°⁄
Pswd:
OTHRRETRYOK
, the same way that you usually access
Call Forward with Caller ID (CLID)" on page 48.)
ƒ·°‡
, at
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Analog Terminal Adapter (ATA)
A single-line Norstar telephone can be used for most Norstar Voice Mail sessions.
However, you cannot use a single-line telephone attached to an ATA for Norstar
Voice Mail System Administration tasks.
There is no Message Waiting Notification when you are using an ATA.
Although the single-line telephone does not have a feature button, you can access
Norstar Voice Mail features.
To access Norstar Voice Mail features, such as the Leave Message feature or the
Open mailbox feature, call Norstar Voice Mail and follow the voice prompts. The
Norstar Voice Mail directory number is determined by using Feature 985 on a
Norstar telephone.
If you have an Enhanced ATA, you can also press:
•
˚•·°⁄
or
to open your mailbox
Using Norstar Voice Mail
5
to leave a message, and follow the voice prompts.
˚•·°‚
•
Entering characters on the Norstar dialpad
The buttons on your Norstar telephone dialpad act as both numbers and letters. Each
button represents a number and also represents letters of the alphabet.
You can enter a maximum number of 16 characters on the command line of the
Norstar dialpad. The display shows 16 characters at a time. The prompt remains on
the display when fewer than ten characters are entered.
In some situations, the prompt and the information to be entered total fewer than 16
characters, and you can see both the prompt and the information you entered.
An example of a display with less than 16 characters, where the command line
prompt remains on the display is the
Pswd:1111
OTHR RETRY OK
The prompt disappears for the following command line prompts:
•Name:
Pswd
command line prompt.
•Log:
•Dest ph:
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Using Norstar Voice Mail
For instance, the following display shows the
Name:
RETRY BKSP OK
When you begin to enter the last name, the
disappears. For example, if you are entering the name Partridge, you press the
‡
dialpad button
P
RETRY BKSP OK
for P, and the display drops the
The command line prompt is still not shown on the display after you have entered
the entire name, although the name is only nine characters.
PARTRIDGE
RETRY BKSP OK
Norstar Voice Mail voice prompts
All Norstar telephones provide voice prompts.
Name:
Name:
command line prompt:
command line prompt
Name:
prompt.
The voice prompt tells you the dialpad button to press to use different Norstar Voice
Mail options. Voice prompts provide the same options as display buttons. Prompts
also provide options that do not appear on the display. If you are using a two-line
display telephone, you can use either the display button or the dialpad button to
access the option.
On a Norstar single-line display telephone the voice prompt plays immediately. If
you do not choose an option after four seconds, the voice prompt replays the
options. If you still do not choose an option, Norstar Voice Mail ends the session.
On a Norstar two-line display telephone, the voice prompt plays after a five-second
delay. If you do not choose an option, Norstar Voice Mail ends the session.
Interrupting a voice prompt
A voice prompt can be interrupted by selecting any option on the display or dialpad.
A voice prompt can also be interrupted by pressing
voice prompt that is informing you of an error.
Automated Attendant
The Automated Attendant acts as a receptionist for incoming calls. When enabled,
the Automated Attendant answers your company’s incoming telephone lines
depending upon the time of day. If the caller knows which option they want, they
can interrupt the Automated Attendant by pressing their selection on the dialpad of
any tone-dial telephone.
£
. You cannot interrupt a
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Using Norstar Voice Mail
The Automated Attendant provides callers with voice prompt commands associated
with each of the following options:
•entering a mailbox number
•entering the directory number
•using the Company Directory
•leaving a message
•reaching the Operator
•selecting an Alternate Language* (not a voice prompt)
* If your Norstar Voice Mail system was installed with bilingual capabilities, the
·
to listen to the Automated Attendant in the Alternate Language.
caller can press
When an option has been selected, the Automated Attendant responds to the
command either by routing the call to a DN or mailbox within your company, or
directing the caller to the Company Directory or the Operator.
The caller listens and then presses the option they want to use.
7
Types of mailboxes
A mailbox is a storage place for messages. A Norstar Voice Mail system can have
1000 mailboxes. There are three types of mailboxes:
•Personal
•Information
•Special
Most users have personal mailboxes.
Personal mailbox
A personal mailbox is assigned by the System Coordinator and is maintained by the
mailbox owner. A personal mailbox can be a user or a guest mailbox.
User mailbox
A user mailbox can be assigned to each mailbox owner who has an operating
Norstar DN.
Guest mailbox
Guest mailboxes provide temporary employees and guests with access to internal
messaging and call routing features. Guest mailboxes do not have an operating DN.
They are assigned a number that looks and works like a DN . This allows the guest
mailbox owner to access Norstar Voice Mail in the same way a mailbox owner
accesses their mailbox from another DN or telephone. Refer to "
after it has been initialized" on page 11. Ask the System Coordinator for a guest
mailbox.
Opening a mailbox
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Using Norstar Voice Mail
Information mailbox
An Information mailbox is designed to provide an informative message to a caller.
These mailboxes do not have an operating Norstar DN, and the caller cannot leave
a message in them. A voice prompt provides a caller with access to Information
mailboxes. An Information mailbox is reached through the Automated Attendant,
Custom Call Routing (CCR) or the Operator. For more information, refer to
Information mailbox greetings" on page 23.
"
Information mailboxes are created by the System Coordinator, and are either
maintained by the System Coordinator or a mailbox owner.
Special mailboxes
Special mailboxes are set up automatically when the Norstar Voice Mail system is
initialized.
The Special mailboxes include:
•General Delivery mailbox
•System Coordinator mailbox
General Delivery mailbox
The General Delivery mailbox is used:
•to collect messages from callers who use a rotary dial telephone
•for individuals in your company who do not have personal mailboxes
•for mailbox owners whose mailboxes are full. For more information, refer to the
Norstar Voice Mail Never Full mailbox feature" on page 29.
"
The receptionist or System Coordinator sends messages left in the General Delivery
mailbox to the appropriate mailbox owner. For more information about the General
Delivery mailbox, refer to "
Default mailbox numbers for the General Delivery
mailbox" on page 85.
System Coordinator mailbox
This mailbox is used by your System Coordinator as a personal mailbox. You can
leave messages for your company’s System Coordinator in this mailbox.
Ask your System Coordinator for the mailbox number.
Exiting Norstar Voice Mail
To exit Norstar Voice Mail:
•replace the receiver
•press an alternate line button
•press
•press
•press
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
®
QUIT
when this option appears on the display, to return to the Main menu
•
to return to the Main menu
Setting up your mailbox
Introduction
This chapter shows you how to set up your mailbox and describes the following
topics:
•Initializing your mailbox
•Opening your mailbox
•Mailbox Password
•Company Directory
•Assigning a Target Attendant
Initializing your mailbox
Initializing your mailbox prepares your mailbox to receive messages. Your mailbox
cannot receive and store messages until it has been initialized.
Initializing your mailbox involves:
3
•choosing a password from four to eight digits long that does not start with zero
•changing the Norstar Voice Mail default password to your new password
•recording your name in the Company Directory (refer to "
changing your name in the Company Directory" on page 13)
To initialize your mailbox, follow the steps in "
mailbox for the first time" on page 10.
Initializing and opening your
Recording or
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
10
Setting up your mailbox
Initializing and opening your mailbox for the first time
To initialize and open your mailbox for the first time:
Pswd:
OTHR RETRY
Must change pswd
Pswd:
RETRY
Again:
RETRY
1. Press
2. Press
OK
or £.
Note:
ƒ·°⁄
‚‚‚‚
If you are at another Norstar set, press
•
to access the
the
Log:
prompt, enter your mailbox number
.
(the default password) and press
OTHR
or
Log:
display prompt. From
and password as a continuous number. Your
mailbox number is normally the same as your
directory number. Your default password is
‚‚‚‚
.
3. This display appears briefly to indicate that you must
change your password.
4. Choose a password from four to eight digits long that
does not start with zero. Enter your new mailbox
password and press
or £.
OK
5. Enter your new mailbox password again and press OK
£
.
or
Record name:
RETRY
6. At the tone, record your name in the Company
Directory. Press
¤
to erase and re-record your name.
Note:
It is a good idea to include your mailbox
to end your name. Press
OK
RETRY
or
number in your Company Directory recording.
Accept name?
RETRY PLAY
7. Press
⁄
to listen to the recording. Press
For example “
£
OK
or
to accept the recording. Press
Paul Wayne, mailbox 5813
PLAY
RETRY
or
¤
”.
or
to
erase and re-record your name.
®
0 new 0 saved
PLAY REC ADMIN
8. Press
to end the session.
After your mailbox is initialized, record your Personal mailbox greetings. If you do
not record any Personal greetings, your Company Directory name recording plays
to callers who reach your mailbox.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Opening your mailbox
Your mailbox can be opened from:
•your own directory number (DN)
•another Norstar Voice Mail DN
•an outside telephone (as shown in Opening your mailbox remotely)
Opening a mailbox after it has been initialized
This section describes how to open:
•your mailbox from your own telephone
•your mailbox from another Norstar DN
•a Guest mailbox
After a mailbox is initialized, follow these steps to open it:
Setting up your mailbox
11
Pswd:
OTHR RETRY
1. Press
2. Enter your mailbox password and press OK or
ƒ·°⁄
Note:
If you are at another Norstar DN, or if you are
using a Guest mailbox, press
access the
Log:
prompt, enter your mailbox number and
.
OTHR
Log:
display prompt. From the
or
password as a continuous number. Your
mailbox number is normally the same as your
DN.
Opening your mailbox remotely
If you are calling your Norstar Voice Mail mailbox from an outside telephone,
••
press
your mailbox number, password and press
during your greeting to open your mailbox. At the voice prompt, enter
£
. Follow the voice prompts.
£
•
.
to
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
12
Setting up your mailbox
Mailbox Password
Your password is from four to eight digits long and cannot start with zero. When
you initialize Norstar Voice Mail, the default mailbox password is four zeros
(0000). You are prompted to change this password.
It is recommended that you change your password every 30 days. By changing your
password regularly, you decrease the chance that someone will discover your
password and gain access to your system.
Keep a written copy of your password in a safe place, and avoid giving it to your
co-workers. Your mailbox password is used to keep your voice messages private
and confidential. For security reasons, it is a good idea to choose an uncommon
password (not a predictable password like 1234 or 1111). If someone else knows
your password, they can access your mailbox and listen to or delete your messages.
They may also be able to access your Norstar Voice Mail system and use it
fraudulently or disrupt service.
Changing your mailbox password
You can change your mailbox password at any time. Remember to choose a
password from four to eight digits long that does not start with zero.
To change your password:
1. Press
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET
Pswd:
RETRY
Again:
RETRY
Mailbox admin
GREET QUIT
QUIT
2. Enter your mailbox password and press
3. Press
4. Press
5. Enter your new mailbox password and press
6. Enter your new mailbox password again and press
7. Press
ƒ·°⁄
or
£
ADMIN
PSWD
.
®
or
or
›
to end the session.
°
to open your mailbox.
or £
OK
.
.
.
£
OK
.
OK
or
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Company Directory
The Company Directory is a list of mailbox owners on the Norstar Voice Mail
system. Before your mailbox can be used to receive messages, you must record your
name in the Company Directory. It is a good idea to include your mailbox number
in your Company Directory recording. For example “Paul Wayne, mailbox 5813”.
This establishes your “voice” name in a directory that is used by other Norstar
Voice Mail users and outside callers who use the Company Directory.
If you do not want your name in the Company Directory, ask your System
Coordinator. The Company Directory feature can be disabled by the System
Coordinator. If you are unsure whether or not you have this feature, ask your
System Coordinator.
Recording or changing your name in the Company Directory
Names included in the Company Directory can be changed at any time.
To change your name in the Company Directory:
Setting up your mailbox 13
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Record name:
RETRY
Accept name?
RETRY PLAY
1. Press
ƒ
·°
⁄
to open your mailbox.
2. Enter your mailbox password and press OK
or
3. Press ADMIN
° .
4. Press ⁄.
Note: This is a voice prompt option. It does not
appear as a display button option on a two-line
display telephone.
5. At the tone, record your name. Press OK
or
your recording. The recording of your name is
automatically placed in the Company Directory.
6. Press OK
or £ to accept your recording. Press PLAY
or ⁄ to listen to the recording. Press RETRY
erase and re-record your name in the Company
Directory.
or £.
£ to end
or ¤ to
Mailbox admin
GREET PSWD QUIT
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
7. Press
®
to end the session.
14 Setting up your mailbox
Assigning a Target Attendant
The person that you assign to answer your telephone is your Target Attendant.
Once you have assigned your Target Attendant, a caller who reaches your mailbox
can press ‚ to speak with the Target Attendant. If the Target Attendant does not
answer, the call goes to your mailbox. If your personal mailbox is not available, the
call goes to the General Delivery mailbox.
Remember to tell callers in your greetings that if they need assistance they can press
‚
to speak to Target Attendant. For example, “Please press ‚to speak to my
assistant.” The Target Attendant can be any valid DN. The default Target
Attendant is the person assigned as the Norstar Voice Mail Operator.
To assign your personal Target Attendant:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Atdt ext: oper
QUIT
Ext:
RETRY OPER
Atdt ext: <xxx>
CHNG
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press
5. Press CHNG
ƒ·°⁄
fi
.
or °
.
to open your mailbox.
or ⁄ to change the Target Attendant. The
or £
.
Atdt ext:oper prompt indicates that the current
Target Attendant is the Norstar Voice Mail Operator.
6. Enter the DN number of your new Target Attendant.
Press OPER
or ‚ to change the Target Attendant back
to the Norstar Voice Mail Operator.
7. The Atdt ext:xxx prompt appears, where xxx
represents the DN you entered. Press QUIT
the number of the Target Attendant. Press CHNG
to accept
or ⁄
to change the Target Attendant.
Press
®
to end the session.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Feature codes and mailbox options
Introduction
This chapter describes the Norstar Voice Mail feature codes and mailbox options,
and includes the following topics:
•Feature codes
•Determining custom feature codes
•Programing a memory button with a feature code
•Mailbox options
Feature codes
The table "Description of feature codes" on page 17 explains the purpose of each
Norstar Voice Mail feature code.
Feature codes are assigned during installation. The feature codes in this guide are
the default feature codes. If your company is using custom feature codes, you need
to find out what the custom feature codes are. To determine the Norstar Voice Mail
custom feature codes, refer to "
Determining custom feature codes" on page 17.
4
Once you know the feature codes that your company is using (default feature codes
or custom feature codes), you can program the feature codes onto memory buttons.
For information, refer to "
page 18.
Programing a memory button with a feature code" on
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
16 Feature codes and mailbox options
Feature Code Name
Leave Message
Open Mailbox
Operator Status
Norstar Voice Mail
directory number (DN)
Call Forward to
Norstar Voice Mail
Transfer
Interrupt
Voice Activated
Dialing
Call Record
Default feature
code
ƒ·°‚
ƒ·°⁄
ƒ·°¤
ƒ·°fi
ƒ
ƒ·°flƒ·°‡
ƒ·°°
ƒ·°·
·°›
Description
Used to leave a message in a mailbox. No
password is required.
Used to open your Personal mailbox to
listen to your messages and access Norstar
Voice Mail options. Your personal
password is required.
Not a user feature. Used by the System
Coordinator, receptionist, or Operator to
set the Operator Status.
Used to determine the Norstar Voice Mail
DN. You need to know what the Norstar
Voice Mail DN is when you forward your
DN to Norstar Voice Mail.
Used to forward all incoming calls to
Norstar Voice Mail.
Used to transfer calls to a mailbox.
Used to interrupt Norstar Voice Mail when
a caller is listening to your personal
mailbox greeting or leaving a message.
This allows you to speak with a caller who
has reached your mailbox. (Refer to the
Note that follows this table.)
The Voice Activated Dialing feature gives
you the ability of directing your own calls
by speaking the name of the person you
want to reach. The Speech Recognition
Automated Attendant option must be
installed on the Norstar Voice Mail system
before this feature can be accessed.
Used to record a telephone call from your
Norstar telephone. The resulting message
will be deposited in your mailbox.
Note: When a caller leaving a message in a mailbox is interrupted, the part of the
message that was recorded before the interruption remains in the mailbox.
Delete this message. If Off-premise Message Notification is turned on, the
interrupted message causes Norstar Voice Mail to call the Off-premise
Message Notification number immediately. For information on Off-premise
Message Notification, refer to "
About Off-premise Message Notification"
on page 61.
If Outbound Transfer is turned on, you cannot interrupt the call unless you
interrupt it before the caller gets transferred to your Outbound Transfer
destination number by pressing ‡. For information on Outbound Transfer,
refer to "
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Outbound Transfer" on page 54.
Feature codes and mailbox options 17
Determining custom feature codes
If your company is using custom feature codes, you need to find out what the
custom feature codes are. To determine the Norstar Voice Mail custom feature
codes, use a Norstar two-line display telephone.
To determine the Norstar Voice Mail feature codes:
Leave msg: F9xx
Open mbox: F9xx
Interrupt: F9xx
QUIT
1. Press
ƒ·•⁄
.
2. The name and numerical code of the first feature, the
Leave Message feature, is shown on the display. The
xx represents a number between 00 and 99. Record the
custom feature code for the Leave Message feature in
the appropriate column in the table "Description of
feature codes". Press NEXT
.
3. The display now shows the name and numerical code
of the Open Mailbox feature. Record the feature code
for the Open Mailbox feature in the appropriate
column in the table "Description of feature codes".
Press NEXT
4. Continue pressing NEXT
.
to show all of the Norstar
Voice Mail feature codes and record them in the
appropriate column in the table "Description of feature
codes".
5. This display is shown when you reach the last Norstar
Voice Mail feature code, the Interrupt feature code.
or
®
Press QUIT
to end the session.
Once you have determined the custom feature codes, make sure that you record the
custom feature codes in the appropriate column in the table "Description of feature
codes".
Table 1 Description of feature codes
Feature Code nameDefault feature
Leave Message
Open Mailbox
Operator Status
Call Forward to Norstar Voice Mail
Transfer
Interrupt
Voice Activated Dialing
Record Call
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
Each Norstar Voice Mail feature code can be programed to a single memory button.
To program a memory button:
Program Features
Press a button
QUIT
Feature code:
QUIT
F_
QUIT CLEAR
Programmed
1. Do not lift your receiver. Press
ƒ•‹
.
2. There is a transient display which shows Program Features.
3. Press a programable button.
4. Press
ƒ
.
5. Enter the feature code number you want to program.
For example, enter
·°‚
to program the Leave
Message feature code. For a list of frequently used
feature codes, refer to the table "
Description of feature
codes" on page 17.
The display shows that the button has been programed.
Repeat steps 1 to 4 for each Norstar Voice Mail
feature code you want to program.
Use one of the paper labels that came with your Norstar telephone to identify the
programed button. To use the feature, press the labeled button.
Mailbox options
To access the main mailbox menu, refer to the table "Main Mailbox menu and
options". The main mailbox menu options are described in the table "Main Mailbox
Options".
To access the mailbox administration menu, refer to "
menu" on page 19. The mailbox administration options are described in the table
Mailbox Administration Options" on page 20.
"
Mailbox Administration
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Main Mailbox menu and options
To access the main mailbox menu:
Feature codes and mailbox options 19
1. Press
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Table 2 Main Mailbox Options
Display
Button
PLAY
REC
--
ADMIN
--
--
Button Task DescriptionFound on Page
¤‹fl°
‚£
Listening to your mailbox messages (new messages).30
Message delivery options.43
Listening to your mailbox messages (saved messages).30
To change mailbox options. Refer to the Mailbox
Administration menu.
To talk to an operator if an operator is available. -About the Automated Attendant. 6
2. Enter your mailbox password and press OK
3. The main mailbox menu options appear. Choose one
ƒ·°⁄
to open your mailbox.
of the options shown in the table below.
or £.
19
Mailbox Administration menu
To access the Mailbox Administration menu:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Choose one of the options shown in the table ’Mailbox
ƒ·°⁄
Administration Options’.
or
to open your mailbox.
or £.
° .
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
20 Feature codes and mailbox options
Table 3 Mailbox Administration Options
Display
Button
--
GREET
PSWD
--
--
--
QUIT
Button Task DescriptionFound on Page
⁄
¤
›fi
fl°
•
Recording or changing your name in the Company
Directory.
Recording the Primary or the Alternate mailbox
greeting.
Changing your mailbox password.12
Assigning a Target Attendant. The Target Attendant
answers the call if a caller presses 0 during the call.
The Target Attendant overrides the Designated
Operator.
About Off-premise Message Notification. 61
Outbound Transfer. 54
To quit the Mailbox Administration menu and return
to the Main menu.
13
23
14
8
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Greetings
Introduction
This chapter describes the mailbox greetings and how to record them. This chapter
includes:
•Types of mailbox greetings
•Recording the Primary or the Alternate mailbox greeting
•Choosing the Primary or the Alternate mailbox greeting
•Recording a Personalized mailbox greeting
•Deleting a Personalized mailbox greeting
•Recording an Information mailbox greeting
Types of mailbox greetings
The two types of greetings are:
•Personal mailbox greetings (which includes Primary, Alternate, and
Personalized greetings)
5
•Information mailbox greetings
Personal mailbox greetings
Personal mailbox greetings are played to callers who reach your mailbox. Greetings
inform callers that they have reached the correct mailbox and give callers any
necessary information or instructions. You can change the greetings at any time.
After you have initialized your mailbox, you can record your greetings. If you do
not record any Personal greetings, your Company Directory name recording plays
to callers who reach your mailbox. Refer to "
the Company Directory" on page 13.
There are three types of Personal mailbox greetings: Primary, Alternate and
Personalized.
Recording technique for personal mailbox greetings
When recording your Personal greetings, remember to speak clearly and at a pace
that is easy to understand. After recording a greeting, you can replay it before
accepting it. You can record or change a greeting from any Norstar telephone or, if
you are away from the office, from any touch tone phone. When you record a
greeting, do not use the Handsfree feature. You will have better results if you speak
directly into the receiver.
Recording or changing your name in
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
22 Greetings
Primary mailbox greeting
Your Primary mailbox greeting is recorded for everyday use. This greeting should
include your name and a brief message explaining to callers that you are unable to
answer their calls. For example:
“Hi. This is Paul Wayne. I’m not able to take your call right now. Please leave me
a message at the tone and I will return your call as soon as possible.”
If you are a new mailbox owner, you should record your Primary mailbox greeting
immediately.
Alternate mailbox greeting
The Alternate mailbox greeting is normally used for special circumstances. For
example:
“Hi. This is Paul Wayne. I am out of the office until Thursday, the 17th of
December. Although I am out of the office, I do check my mailbox daily. Please
leave me a message at the tone and I will return your call as soon as possible. Thank
you.”
Once it is recorded, you must choose which greeting you want Norstar Voice Mail
to play. You can change the selection at any time, and as often as needed.
Personalized mailbox greeting
Personalized mailbox greetings are available only if your company subscribes to the
Caller ID (CLID) service from your local telephone company. For more
information about CLID, ask your System Coordinator.
A Personalized mailbox greeting plays to callers based on the caller’s phone
number. Norstar Voice Mail recognizes the assigned incoming phone number and
plays the Personalized mailbox greeting. For example:
“Hi Susan. I may have missed your call, but I don’t want to miss meeting you for
lunch. See you at noon.”
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Greetings 23
Information mailbox greetings
Information mailboxes greetings provide messages and announcements to callers.
A caller is automatically disconnected after listening to an Information mailbox
greeting. Information mailboxes can be used to:
•announce sales
•provide product lists
•announce special events
For example:
“Paddy’s Dance Studio proudly presents an extravaganza of dance. The
entertainment begins at 8:00 p.m. on the fourth of July. Toddlers tap is in the White
Room. Folk dance is in the Green Room. Classical ballet is in the Pink Room.
Contemporary jazz is in the Blue Room. The Studio and Recital Rooms are located
at 222 Main Street.”
You should make Information mailboxes easy for a caller to find. Do this by using
your company Operator, or the Automated Attendant Company greetings to route
the caller. For details, ask your System Coordinator.
Information mailboxes are different from Custom Call Routing (CCR) Information
Mailboxes. Callers must use the CCR Tree to access a CCR Information mailbox.
For more information about CCR Information Mailboxes, ask your System
Coordinator.
Recording the Primary or the Alternate mailbox greeting
This procedure shows you how to record your Primary or Alternate mailbox
greetings. To start using Norstar Voice Mail, only a Primary mailbox greeting is
necessary. If you do not record any Personal mailbox greetings, your Company
Directory name recording plays to callers who reach your mailbox.
If you record both Primary and Alternate mailbox greetings, you must choose which
greeting is to be played. If you do not choose a greeting, the Primary mailbox
greeting automatically plays. For information on how to choose a greeting, refer to
Choosing the Primary or the Alternate mailbox greeting" on page 25.
"
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
24 Greetings
To record your Primary or Alternate mailbox greeting:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
PSWD QUIT
Greeting options
CHOOSE CFWD
1. Press
2. Enter your mailbox password and press OK
ƒ·°⁄
to open your mailbox.
or £.
Note: If you are recording a mailbox greeting from a
telephone that has not been assigned to your
Personal mailbox, press OTHR. The display
shows the Log: prompt. When this prompt
appears, enter your mailbox number and
password.
If you are using a single-line display telephone,
press • at the Pswd: prompt to show the
Log: prompt.
3. Press ADMIN
4. Press GREET
5. Press REC
or °.
or
or
¤.
⁄ .
Greeting:
ALT PERS
Record new?
NO QUIT
Record greeting:
RETRY
Accept greeting?
RETRY PLAY
Mailbox admin
PSWD QUIT
6. Press PRIME
greeting. Press ALT
or ⁄to record the Primary mailbox
or ¤ to record the Alternate
mailbox greeting.
Note: If you are changing your greeting, your current
recorded Primary mailbox greeting begins to
play.
7. Press YES
8. Press OK
9. Press OK
⁄
to listen to the greeting. Press RETRY
or ⁄ and record your greeting at the tone.
or £ to end your recording.
or £ to accept the greeting. Press PLAY or
or ¤ to
erase and re-record the greeting.
10. Press
®
to end this session.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Choosing the Primary or the Alternate mailboxgreeting
Primary mailbox greeting
You record a Primary mailbox greeting after initializing your mailbox. If you record
a Primary and an Alternate mailbox greeting, you need to choose which greeting
plays. If you do not choose a greeting, the Primary mailbox greeting plays
automatically.
Alternate mailbox greeting
If you choose the Alternate mailbox greeting, you are asked whether the mailbox
should accept messages. If you choose Y
in the normal way.
If you choose N (no) the following occurs:
•messages cannot be left in the mailbox
•the Alternate mailbox greeting takes precedence over all other greetings
•if a caller presses a button to cut the message short, they hear a voice prompt
that says this is a special greeting
(yes) your mailbox will receive messages
Greetings 25
•if a caller presses a button to send a fax, the fax will go to the general delivery
mailbox (not your personal mailbox)
If you choose the Alternate mailbox greeting, remember to change back to the
Primary mailbox greeting at the appropriate time.
To choose a Primary or Alternate mailbox greeting:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
PSWD QUIT
Greeting options
REC CFWD
Use greeting:
PRIME ALT QUIT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press GREET
5. Press CHOOSE or ¤ to choose a greeting.
6. Press PRIME
ƒ·°⁄
or °
or
¤ .
or
⁄ to choose the Primary mailbox
greeting. Press ALT
to open your mailbox.
.
or
¤ to choose the Alternate
or £
.
mailbox greeting.
Note: If you choose the Alternate mailbox greeting,
go to step 7. If you choose the Primary
mailbox greeting, go to step 8.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
26 Greetings
Accept msgs:Y
OK
7. If you choose the Alternate mailbox greeting, you are
asked whether the mailbox should accept messages.
Press CHNG
to toggle from yes to no. If you choose Y
(yes) then messages will be received. If you choose N
(no) messages cannot be left in the mailbox. Press OK
Mailbox admin
GREET PSWD QUIT
8. Press
®
to end the session.
Note: If you have chosen a greeting that is not yet recorded, you are transfered back
to the greeting options menu to record the greeting.
Recording a Personalized mailbox greeting
If your company subscribes to a CLID service, you have the option of recording a
Personalized mailbox greeting. For more information about CLID, ask your
System Coordinator. The Personalized mailbox greeting is played only for a person
calling from the phone number that you designate. For the Personalized mailbox
greeting to be played, the phone number you enter must match the caller’s phone
number exactly.
Up to three Personalized mailbox greetings can be recorded, but each greeting can
be assigned only to one phone number.
.
Note: Personalized mailbox greetings will not be played if you have recorded and
chosen the Alternate mailbox greeting. The Alternate mailbox greeting
takes precedence over all other greetings.
To record a Personalized mailbox greeting:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
PSWD QUIT
Greeting options
CHOOSE CFWD
Greeting:
PRIME ALT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press GREET
5. Press REC
6. Press PERS
ƒ·°⁄
or ° .
or ¤ .
or ⁄.
or ‹ to record a Personalized mailbox
greeting.
to open your mailbox.
or £.
Greeting:
RETRY
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
7. Enter a Personalized greeting number of 1, 2, or 3.
Greetings 27
Ph: <none>
OK
Ph:
RETRY
Record greeting:
RETRY
Accept greeting?
RETRY PLAY
8. Press CHNG or ⁄.
9. Enter the phone number (maximum 10 digits) to which
you are assigning the Personalized mailbox greeting.
Press OK
or £ to accept the phone number.
10. At the tone, record the greeting. Press OK
the recording.
11. Press OK
⁄
or £ to accept the recording. Press PLAY or
to listen to the recording. Press RETRY
erase and re-record the greeting.
12. To record another Personalized mailbox greeting,
repeat steps 3 to 11. Press
Deleting a Personalized mailbox greeting
If you have programed Norstar Voice Mail with a Personalized mailbox greeting
that you no longer need, you can delete the Personalized mailbox greeting.
®
to end the session.
or £ to end
or ¤ to
To delete a Personalized mailbox greeting:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
PSWD QUIT
Greeting options
CHOOSE CFWD
Greeting:
PRIME ALT
Greeting:
RETRY OK
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press GREET
5. Press REC
6. Press PERS
7. Enter the Personalized greeting number (1, 2, or 3)
ƒ·°⁄
or ° .
or ¤ .
or ⁄ .
or ‹ to choose a Personalized mailbox
greeting.
that you want to delete.
to open your mailbox.
or £
.
Ph: XXXXXXX
CHNG OK
8. Press DEL
Press
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
or ¤ to delete the greeting.
®
to end the session.
28 Greetings
Recording an Information mailbox greeting
Before you record your Information mailbox greeting, you must determine what the
greeting will include. When preparing your greeting, be sure to include important
times and dates. Write the greeting and practice reading it aloud. When you are
confident the greeting includes everything you want it to, record the greeting. If you
are using a Norstar Voice Mail system with bilingual capability, the Information
mailbox greeting must be recorded in both languages.
An Information mailbox greeting can be either a Primary or an Alternate mailbox
greeting. Perform the steps in "
greeting" on page 23 to record an Information mailbox greeting.
Recording the Primary or the Alternate mailbox
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Accessing your messages
Introduction
This chapter describes accessing your messages and explains the following related
topics:
•Receiving calls
•Norstar Voice Mail Never Full mailbox feature
•Listening to your mailbox messages
•Call Screening
Receiving calls
Norstar Voice Mail can be used by any outside caller and by other mailbox owners
in your company. Away from the office, Norstar Voice Mail can be used with any
touch tone phone. Inside your office, Norstar Voice Mail can be used from any
Norstar telephone connected to your company’s Norstar Voice Mail system.
Even outside callers using a rotary dial telephone are able to use Norstar Voice
Mail. When a caller uses Norstar Voice Mail from a rotary dial telephone, the
system transfers the call to your company receptionist or the Operator. If a
receptionist or the Operator is not available to answer the call, the call is transfered
to the General Delivery mailbox.
6
Norstar Voice Mail Never Full mailbox feature
The Never Full mailbox feature allows external callers to leave a message in your
mailbox, even if the mailbox is technically “full”. The message is stored in your
mailbox, but cannot be accessed until you delete at least one existing message to
allow space for the new message. If you attempt to listen to any new messages
before deleting an existing message, you hear this voice announcement:
“Your mailbox is full. You must erase some messages before you can listen to new
messages.”
You are not able to leave a message in another mailbox, create a new message,
Copy, Send, or Reply to a message, until you delete at least one existing message.
The Never Full mailbox feature is not available to internal callers. Internal callers
cannot leave messages in mailboxes that are technically “full”.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
30 Accessing your messages
Listening to your mailbox messages
To listen to your messages:
1. Press
Pswd:
OTHR RETRY
2 new 0 saved
REC
2. Enter your mailbox password and press OK
A number of options are available to you during and after listening to a message.
The table “Listening to your mailbox messages” shows the options and when they
are available.
Listening to your mailbox messages
Option Button Available
while
listening to a
message
Backup
Copy
End of
Message
Envelope
Erase
Forward
⁄
or
< <<
fi
or
COPY
‹‹
or
> >>> >>
‡
°
or
ERASE
‹
or
> >>
XRewinds the message nine seconds and
XXSends a copy of the message to one or more
XSkips to the end of the message.
XXPlays the information on the message envelope.
XXDeletes the message currently being played or,
XAdvances the message nine seconds and
ƒ·°⁄
3. Press
PLAY to listen to your messages. For options,
refer to the table "
messages".
4. Press
®
Available
after
listening to
a message
to open your mailbox.
or £.
Listening to your mailbox
to end the session.
Description
resumes playing it from that point.
mailboxes. When you record the introduction
to the forwarded message, the introduction
must be more than three seconds long.
Envelope information includes the date and
time the message was sent and, if the message
was internal, the directory name of the sender.
This option is not shown on the display.
if no messages are playing, deletes the
message just played. Deleted messages remain
in your mailbox until the session is ended.
(Refer to Notes 1.
continues playing from that point. A message
can be forwarded as many times as required.
and 2.)
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Listening to your mailbox messages
Accessing your messages 31
Option Button Available
while
listening to a
message
Next
fl
XXPlays the next message in your mailbox. If used
or
££
Pause/
Continue
¤
or
XStops a message temporarily. When you stop
STOP/
PLAY
Previous
Quit
Replay
›
•
⁄⁄
XXStops playing the current message and begins
XGoes back to the beginning of the message and
or
< <<
< <<
Replay
⁄
Available
Description
after
listening to
a message
while a message is playing, it stops playing the
current message and plays the next message in
your mailbox. This option is not shown on the
display.
the message, you have the option to play the
previous message, continue playing the current
message, or skip to the next message.
playing the previous message. This option is not
shown on the display.
XStops playing the message and plays the
Mailbox main menu options.
plays the message again.
XReplays the last message. This option is not
shown on the display.
Reply
Save
Message
Volume
Control
·
or
REPLY
‡‡
or
SAVE
•
XXReply to a message. (Refer to Note 3.)
Reply to a message can be either:
- a message to an internal sender’s mailbox
- a telephone call to an internal or external
party (Refer to Note 4.)
XSaves the message being played. (If you do not
delete a message, it is automatically saved).
This option is not shown on the display unless
you erase a message. If you erase a message,
and play the message again, you are given the
option to press SAVE on a two-line display
telephone. (Refer to Note 2.)
XAdjusts the volume of the message that is
playing. The volume increases each time you
press •
. After four consecutive presses, the
volume returns to the lowest level. This option is
not shown on the display.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
32 Accessing your messages
Notes:
1. Because your mailbox has limited message storage space, you should delete
any messages you no longer need. After a certain time period, your saved
messages may be erased automatically. Ask your System Coordinator about
this.
2. You can retrieve a deleted message only if you have not quit the session in
which you deleted it. Locate the deleted message. Then play (press
save (press
‡‡
retrieving deleted messages refer to About erased messages.
3. Applies only if the Reply feature is enabled.
4. You can reply to an outside caller by dialing them back if your company
subscribes to Caller ID (CLID) service. For further information about replying
to an outside caller refer to "
page 44.
or
SAVE) the message. For further information about
Replying to an external message sender" on
⁄⁄
) and
About erased messages
After listening to your messages and exiting Norstar Voice Mail, all messages that
you do not erase are automatically saved. Since message storage space is limited,
we recommend that you erase messages that are no longer needed.
You can retrieve an erased message provided you are still in the Norstar Voice Mail
session. An erased message remains in your mailbox until you end the current
Norstar Voice Mail session.
When you erase a new or saved message, the number of new or saved messages
shown on the display will be decreased by one. Even though the display may show
0 new 0 saved, you can still play and retrieve your erased messages. Press PLAY
or
to listen to your erased message. Refer to the table "Listening to your
¤
mailbox messages" on page 30.
After you play your erased message, you are given the option to save it. If you end
the current session without saving the erased message, it is permanently deleted
from Norstar Voice Mail.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Call Screening
Call Screening allows you to determine who is calling before you accept the call. It
applies only to external calls transfered from the Auto Attendant or from Custom
Call Routing (CCR). See your System Coordinator for information on CCR.
Call Screening can be useful in the following circumstances:
•when CLID not available
•when CLID is not a reliable indication of the caller identity
•when your Norstar telephone does not have display capabilities
The System Coordinator enables the Call Screening feature for your Norstar Voice
Mail system.
Call Screening is unavailable, and the call is transfered immediately for the
following types of calls:
•internal calls
•external calls placed directly to your phone number
Accessing your messages 33
•external calls for which you have established a Personalized greeting
How to use Call Screening
To use the Call Screening feature:
1. You receive an external call that is transfered from the Automated Attendant
or from Custom Call Routing (CCR).
2. Norstar Voice Mail announces the caller’s name to you. If the caller chooses
not to record their name, the voice prompt says, “Unknown caller.”
3. You have the option of accepting the call or having the caller leave a message
in your Norstar Voice Mail mailbox:
press ANS
press QUIT
or ⁄ to accept the call
or • to transfer the call to your Norstar Voice Mail mailbox
(and the caller is informed that you are not available)
When Call Screening is enabled, Norstar Voice Mail asks the caller to record their
•
name after the tone. (If the caller presses
when they are asked to record their
name, the call goes back to the Automated Attendant.) The caller hears a hold tone
while they wait. If you do not answer, the caller is informed that you are not
available, and the call is transfered to your mailbox.
Since some callers may not like recording their name and waiting for service, this
feature should be used with discretion.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
34 Accessing your messages
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Sending messages
Introduction
This chapter describes sending messages and explains the following topics:
•Types of messages
•About recording and sending a message
•Using the Company Directory
•Message delivery options
•Recording and sending a message using the Open Mailbox feature
•Recording and sending a message using the Leave Message feature
•Replying to messages
•Sending a message to more than one recipient
Types of messages
There are two types of messages, Broadcast messages and Personal messages.
7
Broadcast messages
There might be times when you open your Personal mailbox and a message plays
immediately. This is a Broadcast message left by your System Coordinator. This
type of message can be sent only by your System Coordinator. Make sure you listen
to the entire message. After it plays, the message is automatically erased from your
mailbox.
Personal messages
Sending personal messages to a mailbox
To send a message, refer to "About recording and sending a message" on page 36.
To send a message when you do not know the person’s mailbox number, use the
Company Directory. Refer to "
Personal messages addressed to a Group List
You can send a message to a group of people by addressing a message to a Group
List. For more information, refer to "
page 44.
Using the Company Directory" on page 36.
Sending a message using a Group List" on
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
36 Sending messages
About recording and sending a message
Messages can be recorded and sent using:
•the Open Mailbox feature (
•the Leave Message feature (
When you use the Open Mailbox feature, you open your personal mailbox and enter
your password. Then you record your message and enter the directory number (DN)
of the message recipient.
The Leave Message feature prompts you to enter the DN of the message recipient
immediately. Then you record your message. No password is required because you
do not open a mailbox.
Both features allow you to:
•use the Company Directory (refer to Using the Company Directory)
•assign message delivery options (refer to "
page 39)
•send a message to more than one recipient (refer to "
than one recipient" on page 44)
Using the Company Directory
ƒ·°⁄
ƒ·°‚
Message delivery options" on
)
)
Sending a message to more
You can find any initialized mailbox by searching the Company Directory. Use the
Company Directory if you do not know the mailbox number of someone you want
to send a message to. You can access the Company Directory when:
•the display shows DIR
•the voice prompt announces, “Press£to use the Directory.”
•you are prompted to choose a mailbox
The Company Directory option is available from both the Open Mailbox feature
and the Leave Message feature.
Note: If the Voice Activated Dialing feature (
refer to the "
Voice Activated Dialing (
ƒ
·°°
ƒ·°°
) is enabled,
)" on page 38
for information on using the Company Directory.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Sending messages 37
To access the Company Directory using the Leave Message feature:
Mbox:
QUIT
Last name:
Wayne, Paul
RETRY NEXT
1. Press DIR or £ to use the Company Directory.
2. Use the dialpad buttons associated with the first three
or four letters of the mailbox owner’s name to locate
and select the person’s mailbox. (Enter the last name,
first name or both names depending on how your
system is set up. This display shows an example of a
prompt for a mailbox owner’s last name.) You do not
need to enter a comma. Press OK
or £.
For example, to enter the letters “Wayn”
press
·¤·fl
. If the mailbox owner has fewer
than four letters in their last name, press the buttons on
the dialpad to spell out the entire last name, and press
or £. For more information, refer to "Entering
OK
characters on the Norstar dialpad" on page 5.
3. In this example, the name of the mailbox owner, Paul
Wayne appears on the display and is announced. To
accept the mailbox owner, press OK
or £.
Wayne, Paul
If you do not want the person who is shown, press
NEXT or ⁄ to see the next matching name.
4. The greeting of the mailbox owner plays. If the
mailbox owner you selected does not have a Personal
greeting recorded and selected, you hear their
Company Directory recording.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
38 Sending messages
Voice Activated Dialing (
The Voice Activated Dialing feature gives you the ability of directing your own
calls by using the Company Directory and speaking the name of the person you
want to reach. The Voice Activated Dialing feature is accessed by pressing
ƒ·°°
set, including analog sets attached via an Analog Terminal Adapter (ATA).
Note: Voice Activated Dialing is an optional feature. If this feature is not
available, refer to "
information on using the Company Directory.
Voice Activated Dialing works the following way:
•After the user presses
user speaks the name of the person they want to contact. No Matches found
is displayed if the user fails to provide a name, or provides an invalid name.
•If a voice match is not found, you are routed directly to the regular Company
Directory.
•The DIR
Activated Dialing feature and into the regular Company Directory.
•Confirm a voice match by pressing OK
match, the Voice Activated Dialing feature proceeds as if OK
can decline the voice match by pressing RETRY
is declined, Voice Activated Dialing presents the next homonym (if there is one)
or re-prompts the you to say the name again.
softkey or the
ƒ·°°
)
. Voice Activated Dialing can be accessed from any Norstar
Using the Company Directory" on page 36 for
ƒ·°°
, a tone is heard at which point the
£ key can be used to transfer out of the Voice
or the
£ . If you not confirm the voice
was pressed. You
or the
• key. After a selection
To access the Voice Activated Dialing feature:
ƒ·°°
you want to reach.
to accept the name and be transfered.
Press RETRY to re-speak the name.
Speak name
DIR
Wayne, Paul
RETRY ∫∫∫∫
1. Press
2. At the tone, speak the first and last name of the person
3. Press OK
.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Message delivery options
Norstar Voice Mail provides you with five possible message delivery options:
•Normal
•Certified
•Urgent
•Private
•Timed Delivery
Option DisplayButton ButtonDescription
SendSEND
CertifiedCERT
UrgentURGENT
OtherOTHRPress OTHR to access the Private and
PrivatePRIV
TimedTIME
£ or
⁄
¤
‹
›
®
Sending messages 39
Sends a message with Normal delivery
option.
Sends you notification that your message
has been received and played.
Messages marked Urgent play before
other messages left in the mailbox. Urgent
messages are preceded by the voice
prompt, “
Timed delivery options. If PRIV appears
instead of OTHR, the Timed delivery
option is not available.
Private messages cannot be forwarded to
another mailbox.
Timed delivery allows you to assign the
time that the message is received.
This message is urgent
”.
Normal, Certified, and Private messages are played in the order in which they are
received. Urgent messages play before other messages left in the mailbox, except
for Broadcast messages. (Refer to "
Broadcast messages" on page 35.) The Certified
and Timed delivery options are available only if you are calling from a telephone
that has a mailbox associated with it. Messages sent with the Timed delivery option
are played at the time that you specify.
When you use
the Timed delivery option, you first enter the time, including a.m. or
p.m. You are then prompted to accept or change the date, which defaults to today
or tomorrow, and you can accept the date that corresponds to the next occurrence
of the specified time. Dates are shown by month and day, and the year is infered. If
the month and day are earlier than the current date, the next year is assumed. When
the specified time and date occurs, the message is sent. You cannot cancel the
message prior to delivery.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
40 Sending messages
Assigning message delivery options using the Open Mailbox feature
To assign message delivery options using the Open Mailbox feature:
Delivery options
CERT URGENT
Delivery options
PRIV
Time hhmm:
RETRY
4. Press CERT or ⁄ to assign the Certified delivery
option.
delivery option
Press URGENT or
.
Press OTHR to assign the Private or
Timed delivery options. If PRIV
, the Timed delivery option is not available.
OTHR
Note: The OTHR
display button is not available or
¤ to assign the Urgent
appears instead of
required for single-line display telephones.
You can access the Private and Timed
Delivery options by pressing the dialpad
buttons on either a two-line or a single-line
display telephone.
5. Press PRIV
delivery option. If you press
or ‹ to send a message with a Private
PRIV or ‹, go to step
14. If you want to send a message with the Timed
delivery option press TIME
or ›. If you press TIME
or › , continue with step 10.
6. Enter the time that you want to send a message using
the Timed delivery option
.
hh:mm
RETRY AM PM
hh:mm am/pm
RETRY OK
Tu mm dd
CHNG NXTDAY OK
Wayne, Paul
OPTS CC
Note: This is a four digit field. Any single-digit hour
or minute must be preceded by a zero. For
example, enter 0800 for eight o’clock.
7. Press AM
8. Press OK
RETRY
9. Press CHNG
different date. Press NXTDAY
or ⁄or PM or ¤.
or £to accept the time you entered or press
or •to change the time.
or ⁄ to change the date shown to a
to change the date to the
next day (the day after the date that is shown). Press
or £to accept the date shown, which defaults to
OK
today or tomorrow, and select the one that corresponds
to the next occurrence of the specified time.
10. Press SEND
or £ to send this message now. Press •
to cancel all delivery options.
Press
®
to end this session.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Sending messages 41
Assigning message delivery options using the Leave Message feature
To assign message delivery options using the Leave Message feature:
Mbox:
DIR QUIT
1. Press
2. Enter the mailbox number or Group List number of the
ƒ·°
‚
.
person or Group you want to leave a message for. If
you do not know the mailbox number, press DIR
£
to use the Company Directory.
Record message:
RETRY PAUSE OK
Message options:
RETRY PLAY SEND
3. At the sound of the tone, record your message. Press
or
PAUSE
you pause, press CONT
your message. Press OK
Press RETRY
4. Press PLAY
sending it. Press RETRY
¤ to pause during your recording. When
or
¤ to continue recording
or £ to end your recording.
to erase and re-record your message.
or ⁄
to listen to your message before
or ¤ to erase and re-record
your message. Press ‹ to access delivery options.
Press SEND
or £ to send your message now.
Recording and sending a message using the Open Mailbox feature
or
To record and send a message using the Open Mailbox feature:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY
Record message:
RETRY PAUSE
1. Press
2. Enter your mailbox password and press OK
3. Press REC
4. Record your message. Press PAUSE
ƒ·°⁄
to open your mailbox.
or ‹ and record your message at the tone.
recording your message to stop temporarily. When
you wish to resume recording, press CONT
continue recording your message. Press OK
end your recording. Press RETRY
to erase and re-
record your message.
Accept rec?
RETRY PLAY
5. Press OK
⁄
or £ to accept your message. Press PLAY or
to listen to your message. Press RETRY
erase and re-record your message.
or
or £.
¤ while
or
¤ to
or £
or ¤ to
to
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
42 Sending messages
Mbox:
DIR
Wayne, Paul
OPTS CC
6. Enter the mailbox number or Group List number of the
person or Group you want to leave a message for. If
you do not know the mailbox number, press DIR
£
to use the Company Directory.
or
7. Press SEND or £ to send the message now with the
Normal delivery option. Press OPTS
options. Press CC
or › to send this message to more
or ‹
for delivery
than one mailbox owner, with one set of delivery
options applied to all recipients.
Note: The display shows the name of the mailbox
owner or Group (in this example, mailbox
owner Paul Wayne).
Press
®
0 new 8 saved
PLAY REC ADMIN
to end this session.
Recording and sending a message using the Leave Message feature
To record and send a message using the Leave Message feature:
Mbox:
DIR QUIT
Record message:
RETRY PAUSE
Message options:
RETRY PLAY SEND
‚
1. Press
ƒ·°
.
2. Enter the mailbox number or Group List number of the
person or Group you want to leave a message for. If
you do not know the mailbox number, press DIR
£
to use the Company Directory.
or
3. At the sound of the tone, record your message. Press
or £ to end your message.
OK
4. Press SEND
or £ or replace the receiver to send the
message using the Normal Delivery Option. Press
or ⁄ to listen to your message. Press RETRY or
PLAY
¤
to erase and re-record your message.
Press ‹ to
change the Delivery Options.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Replying to messages
You can reply to internal message senders and to external message senders. To
reply to a message from an external message sender, your company must subscribe
to Caller ID (CLID).
Replying to an internal message sender
You can reply to a message from an internal message sender by:
Sending messages 43
1. Using the CALL
option. If you select CALL, you are immediately transfered to
the internal message sender’s directory number. You must have an initialized
Norstar Voice Mail mailbox and an operating directory to use the CALL
option.
2. Using the MSG option. If you select the MSG option, begin recording your reply
at the tone.
To reply to an internal message sender:
Pswd:
OTHR RETRY
1 new 0 saved
REC ADMIN
End of message
ERASE NEXT
1. Press
2. Enter your mailbox password and press OK
3. Press PLAY
4. After you have listened to your message, press REPLY
ƒ·°⁄
or ¤.
or ·.
to open your mailbox.
or £.
Reply to msg
MSG
QUIT
5. Press CALL or ¤ to call the message sender.
or
Press MSG
(Refer to "
or ⁄to record and send a reply.
Recording and sending a message using the
Open Mailbox feature" on page 41.)
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
44 Sending messages
Replying to an external message sender
You can reply to a message from an external message sender if your company
subscribes to CLID. Before using the Reply option you must play the message.
To reply to an external message sender:
Pswd:
OTHR RETRY
1 new 0 saved
REC ADMIN
1. Press
2. Enter your mailbox password and press OK
3. Press PLAY
ƒ
or ¤.
·°⁄
4. Norstar Voice Mail dials the external number directly.
If you see the display in step 6, you have to edit the
phone number before you can reply to the external
caller.
After you call the message sender, your session ends.
Sending a message to more than one recipient
Sending a message using a Group List
A Group List is a collection of mailbox owners. When you send a message to a
Group List, each mailbox owner in the Group List receives the same message. If
you are a member of the group you are addressing, you do not receive a copy of the
message.
to open your mailbox.
or £.
If you would like a Group List for your specific needs, ask your System Coordinator
to create a Group List for you. Include the following information for the System
Coordinator:
•the mailbox owners’ names
•a list of the mailbox numbers
•the Group List name
Your System Coordinator should publish a list of the mailboxes in each Group List.
You can enter the Group List number instead of a mailbox number at the Mbox:
prompt. You can also enter the name of the Group List in the Company Directory
at the DIR
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
prompt.
Sending messages 45
Copying a message to other recipients
You can copy a message to other recipients using the Open Mailbox feature:
•using ALL - message recipients have the same delivery options
•using CC - this allows message recipients to have different delivery options
Note: You cannot copy a message to other recipients using the Leave Mailbox
feature. You cannot copy Private messages.
Forwarding a copy of a message to one or more recipients
From the Main Mailbox menu you can forward a copy of a message during or after
playing the message. When you forward a copy of a message to a mailbox, you are
prompted to record an introduction to the message. Your introduction has to be at
least three seconds long.
When you record an introduction and enter the mailbox number, your introduction
and a copy of the message are automatically sent to the mailbox you selected. You
then have options to send an additional copy of the introduction and the message to
another mailbox, or to quit and return to the Listen to Messages menu. You can
forward copies to as many mailboxes as you want. (Messages marked Private
cannot be forwarded to another mailbox.)
For more information on playing your messages, refer to "
Listening to your
mailbox messages" on page 30.
Copying a message is not the same as forwarding a message using the Copy option.
Copied messages do not have recorded introductions. Refer to "Copying a message
to other recipients" on page 45.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
46 Sending messages
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Call Forwarding your calls
Introduction
This chapter shows the following ways that you can forward your calls:
•Call Forwarding your calls to Norstar Voice Mail
•Setting up Call Forward remotely
•Call Forward with Caller ID (CLID)
Call Forwarding your calls to Norstar Voice Mail
8
To forward incoming calls to your mailbox, press
To cancel Call Forward, do one of the following:
•press
•press
•press CANCEL
Setting up Call Forward remotely
When you are away from the office, you can forward your calls to your Norstar
Voice Mail mailbox by using the dialpad of any touch tone phone.
To access your Personal mailbox from another location and set up Remote Call
Forward:
1. Call the Automated Attendant or your Norstar telephone from any touch tone
2. Enter your mailbox number and password and press £.
3. Press
∞ƒ
phone and press
°
.
£›
•
•
while the greeting plays.
ƒ
·°
›
.
4. Press
5. Press ‹ to turn call forwarding from the Call Forward menu on and off.
6. Press
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
¤
.
⁄
to turn Call Forward on and off.
Note: If Call Forward is turned on, the voice prompt says: “Calls will be
answered immediately.” All calls to your telephone are now answered
by Norstar Voice Mail.
If Call Forward is turned off, the voice prompt says: “Calls will ring at
your set.”
48 Call Forwarding your calls
7. Press ⁄
to turn Call Display on and off.
Note: If Call Display is turned on, the voice prompt says: “Caller
information will be displayed at your set.”
If Call Display is turned off, the voice prompt says: “Caller
information will not be displayed.”
8. Replace the receiver to end this session.
Call Forward with Caller ID (CLID)
The Call Forward with CLID feature is available only if your company subscribes
to CLID service. If you are not sure whether your company subscribes to CLID
service, ask your System Coordinator. CLID will not appear if the caller has a
private or unknown phone number.
You can set up Call Forward with CLID to screen calls forwarded to your Norstar
Voice Mail mailbox. When the feature is enabled, you hear an Alert tone and the
CLID information appears on the telephone display.
To talk to the caller who has been forwarded to your mailbox, press
ƒ·°‡
to interrupt the call.
To turn Call Forward with CLID on and off:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
PSWD QUIT
Greeting options
REC CHOOSE
Forward calls:Y
NEXT
Display caller:Y
NEXT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press GREET
5. Press CFWD
6. Press CHNG
7. Press CHNG
ƒ·°⁄
or ° .
or ¤ .
or
‹
or ⁄ to turn Call Forward on and off.
or ⁄
to open your mailbox.
or £
.
to turn Call Display on and off.
.
Mailbox admin
GREET PSWD
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
8. Press
®
to end the session.
Call Forwarding your calls 49
Call Forward on Busy overrides CLID
If your Norstar telephone is assigned Call Forward on Busy, CLID information
does not appear on the display. Call Forward on Busy is a feature that forwards all
of your calls to another designated telephone or DN if your telephone is busy. Call
Forward on Busy is assigned by the Norstar System Coordinator.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
50 Call Forwarding your calls
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Transfering calls
Introduction
This chapter describes transfering calls and explains the following topics:
•Transfering calls to a Norstar Voice Mail mailbox
•Transfering calls from your mailbox to the Operator
•Transfering calls from your mailbox to the Automated Attendant
•Transfering a call to Custom Call Routing (CCR)
•Outbound Transfer
•Adding special characters to the destination number
•Setting up Outbound Transfer to a phone number
•Setting up Outbound Transfer to a directory number (DN)
•Changing the Outbound Transfer parameters
•Turning Outbound Transfer on and off
9
Transfering calls to a Norstar Voice Mail mailbox
Any time a caller wants to leave a message in a mailbox, you can easily transfer
their call from your Norstar telephone to any mailbox certified and initialized with
Norstar Voice Mail.
Transfering calls to a Norstar Voice Mail mailbox has the following advantages:
•If you transfer a call to a mailbox instead of another telephone, the call does not
come back to you. If you transfer a call to another telephone and the call is not
answered, the call does comes back to you.
•The call is immediately transfered to the mailbox (which saves time).
ƒ
·°
fl
is not available on the Nortel COMPANION telephone.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
52 Transfering calls
To transfer a call to a mailbox from your Norstar telephone:
1. Press
ƒ
·°
fl
. Do not press
˙
because the call is put
on hold automatically.
2. Enter the mailbox number or use the Company Directory by pressing DIR.
Note: Press OK
or £ to accept a name when using the Company
Directory. Do not use the Internal Autodial feature.
3. Wait until the display shows Call transferred before attempting any
other Norstar Voice Mail functions. The call is automatically transfered and
the Norstar Voice Mail session ends.
‡
‚
Note: Do not use
ƒ
to transfer a call. This feature transfers
the call to a telephone and the call comes back to you.
Transfering a mailbox owner’s call to Norstar Voice Mail
You can transfer a mailbox owner’s call to their Norstar Voice Mail mailbox so that
they can change their greetings or retrieve their messages.
Note:
ƒ
·°
fl
is not available on the Nortel COMPANION
telephone.
To transfer a mailbox owner’s call to their Norstar Voice Mail mailbox from your
Norstar telephone:
1. Press
ƒ·°fl
. Do not press
˙
.
2. Enter the mailbox owner’s mailbox number.
3. Wait until the display shows Call transferred before attempting any
other Norstar Voice Mail functions. The call is automatically transfered and
the Norstar Voice Mail session ends.
Note: Do not use
ƒ
‡
‚
to transfer a mailbox owner’s call. This
feature transfers the call to their telephone and the call comes back to
you.
After a mailbox owner’s call has been transfered to their mailbox, the mailbox
owner must:
•
1. Press
•
while their Personal greeting plays.
2. Enter their mailbox number and password and press £.
3. Follow the voice prompts.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Transfering calls 53
Transfering calls from your mailbox to the Operator
To transfer calls from your mailbox to the Operator, press ‚ while at the Main
Mailbox menu. For more information, refer to "
Main Mailbox menu and options"
on page 19.
Transfering calls from your mailbox to the Automated Attendant
To transfer to the Automated Attendant from your mailbox, press £ at the Main
Mailbox menu. For more information, refer to "
Main Mailbox menu and options" on page 19.
and "
Automated Attendant" on page 6
Transfering a call to Custom Call Routing (CCR)
About Custom Call Routing (CCR)
Custom Call Routing (CCR) is a single-digit application, providing callers with a
more sophisticated menu and a wider range of options. Using CCR, a caller can:
•listen to the Home menu and make a selection
•listen to a pre-recorded CCR Information message
•leave a message in a mailbox
•transfer to another DN or an external number
For more information about CCR, ask your System Coordinator.
A call can be transfered to the beginning of a Custom Call Routing (CCR) Tree. To
transfer a call to a CCR Tree:
1. Press
ƒ
·°
fl
. Do not press
˙
.
2. Choose a CCR Tree by entering a digit from 1 to 4 and pressing £.
3. Wait until the display shows Call transferred before attempting any
other Norstar Voice Mail functions. The call is automatically transfered and
the Norstar Voice Mail session ends.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
54 Transfering calls
Outbound Transfer
You can set up Outbound Transfer to transfer a caller who has reached your mailbox
to a number that you assign. A caller can use Outbound Transfer from any touch
tone telephone, and you can direct your Outbound Transfer calls to any telephone.
You can personally inform callers of this feature, or you can inform callers of this
feature in your personal greeting. If you choose to inform callers of this feature in
your mailbox greeting, you must tell them to press
example:
“Hi. This is Brenda Whately. I’m away from the office today. Please leave me a
message after the tone and I will return your call as soon as possible. If you need
to reach me before tomorrow, press ‡ and you will be transfered to my cellular
phone. Thanks.”
Note: The restrictions that apply to your telephone line also apply to Outbound
Transfer numbers. For example, if you are unable to dial long distance
phone numbers from your telephone, you cannot have a long distance
Outbound Transfer destination.
If your mailbox is restricted to DN destinations for Outbound Transfer, see
your System Coordinator.
to be transfered. For
‡
For Outbound Transfer to function properly, you must have a greeting recorded.
When you set up Outbound Transfer, you can add special characters to the
destination number. Read Adding special characters to the destination number and
refer to the tables and example which follow.
Adding special characters to the destination number
Follow the voice prompts or press ADD to add special characters to a destination
phone number (or a destination pager number if you are setting up a destination
pager number in Off-premiseMessage Notification. The destination pager number
cannot be longer than 29 characters.) The destination phone number cannot be
longer than 30 characters.
Note: When you are adding special characters, do not press the dialpad
buttons £ to enter a # , or • to enter a * . Press the button
directly below the option on a two-line display telephone, or listen for
the voice prompts.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Transfering calls 55
To add special characters on a single-line display telephone, refer to the table
"Adding special characters using a single-line display telephone". To add special
characters on a two-line display telephone, refer to the table "
Adding special
characters using a two-line display telephone" on page 55.
Table 4 Adding special characters using a single-line display telephone
PressDescription
¤
to retry or add digits to the destination phone number.
‹
›
fi
fl
•
Adding special characters using a two-line display telephone
PressDescription
•to cancel and retry.
or ¤to retry or add digits to the destination phone number.
DIGS
or‹to enter a timed pause which appears as a “P” on the display.
PAUS
to enter a timed pause which appears as a P on the display. Pauses are four
seconds long.
to recognize dial tone (behind PBX). The Recognize Dial Tone special
character appears as a D on the display.
to enter a # .
to enter a
to cancel and retry.
*
Pauses are four seconds long.
.
OTHRto go to the next display to enter the following special characters:
TONE to recognize dial tone (behind PBX). The Recognize Dial Tone
special character appears as a “D” on the display.
# to enter a #
to enter a *
*
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
56 Transfering calls
Optimizing Outbound Transfer
When Norstar Voice Mail transfers a call to an external telephone number using
Outbound Transfer, two lines are used. An incoming line is used to connect the
caller to your mailbox and an outgoing line is used to transfer the caller to your
Outbound Transfer telephone number. Both lines remain in use while the user is
connected to the Outbound Transfer telephone number.
In order to optimize the use of Norstar Voice Mail lines, the Outbound Transfer call
to an external telephone number can be transferred to the incoming line to make the
outgoing call. This type of transfer is called a Link transfer.
Note: A Link transfer can only be performed if the Norstar Voice Mail line are
equipped with Link transfer capability. If a Link transfer is programmed for
an Outbound Transfer and your Norstar Voice Mail lines do not support this
feature, the caller is disconnected. Ask your System Coordinator before
programming the Link transfer.
In order to perform a Link transfer with Outbound Transfer you must add a £
before the Outbound Transfer telephone number. For example, the telephone
number would look like:
fififi⁄¤
£
‹›
where:
£ instructs Norstar Voice Mail to use the incoming line to perform the transfer
fififi⁄¤
‹›
is the telephone number dialed
Programming an Outbound Transfer telephone number when Norstar Voice
Mail is behind PBX or Centrex+
When Norstar Voice Mail is installed behind a PBX or Centrex+ and you want to
access an outside line and recognize dial tone, enter:
£›¤fififi⁄¤
·
‹›
where:
· accesses an outside line
£ specifies the next digits are special characters
› recognizes dial tone
¤ specifies the next digits are numbers to be dialed
fififi⁄¤
‹›
is the phone number dialed
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Setting up Outbound Transfer to a phone number
To set up Outbound Transfer to a phone number for the first time:
Transfering calls 57
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Outbound xfr
SELECT
Ph:
RETRY
<x>
ADD
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press
5. Press ADMIN
ƒ·°⁄
to open your mailbox.
or £.
or ° .
to open the Outbound Transfer (xfr) menu.
°
or ⁄ to set up Outbound Transfer.
6. Enter the destination phone number and press OK
£
.
7. Press OK
(represented by the <x>). Press ADD
special characters. For information, refer to "
or £ to accept the destination number
or ¤to add
Adding
special characters to the destination number" on
page 54. After you add special characters, press OK
£
to accept the destination number.
or
or
or
Transfer: off
QUIT
Transfer: on
CHNG
8. Press CHNG
9. Press QUIT
⁄ to turn Outbound Transfer on.
or •
. Press
®
Setting up Outbound Transfer to a directory number (DN)
To set up Outbound Transfer to a DN for the first time:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press
ƒ·°⁄
to open your mailbox.
or ° .
to open the Outbound Transfer (xfr) menu.
°
to end this session.
or £.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
58 Transfering calls
Outbound xfr
SELECT
Ext:
RETRY
Accept:<x>
RETRY
5. Press ADMIN
6. Enter the destination DN and press OK
7. Press OK
or ⁄ to set up Outbound Transfer.
or £ to accept the number.
Note: The <x> represents the DN.
Transfer: off
QUIT
Transfer: on
CHNG
8. Press CHNG or
9. Press QUIT
⁄ to turn Outbound Transfer on.
or •
Changing the Outbound Transfer parameters
To change the Outbound Transfer parameters:
<x>
NEXT
10. Press CHNG or ⁄.
Note: The <x> represents the current Outbound
Transfer destination number.
. Press
or £.
®
to end this session.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Transfering calls 59
Turning Outbound Transfer on and off
Outbound Transfer can be turned on or off at any time once it has been set up.
Turning Outbound Transfer off does not affect any of its assigned parameters.
To turn Outbound Transfer on or off:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Outbound xfr
ADMIN
Transfer: on
QUIT
Transfer: off
CHNG
1. Press
ƒ·°⁄
to open your mailbox.
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press
°
5. Press SELECT
6. Press CHNG
Press CHNG
7. Press QUIT
or ° .
to open the Outbound Transfer (xfr) Menu.
or ¤.
or
⁄ to turn Outbound Transfer off.
again to turn Outbound Transfer on.
or
®
to end this session.
or £
.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
60 Transfering calls
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Off-premise Message Notification
Introduction
This chapter describes how to set up and change Off-premise Message Notification
and includes the following topics:
•About Off-premise Message Notification
•Setting up Off-premise Message Notification to a phone number
•Setting up Off-premise Message Notification to a Directory Number
•Setting up Off-premise Message Notification to a pager number
•Setting up Off-premise Message Notification to more than one destination
•Deleting an Off-premise Message Notification destination number
•Inserting an Off-premise Message Notification destination number
•Turning Off-premise Message Notification on and off
10
About Off-premise Message Notification
You can program Norstar Voice Mail to call you and let you know there is a
message for you at a phone number, an extension, or a pager. The Off-premise
Message Notification feature is enabled by your System Coordinator.
If you have programed Norstar Voice Mail to call you at a telephone, you are
prompted to enter your password before you can listen to your messages.
You can receive notification of a message at a maximum of five different
destination numbers assigned by you. When the number of retry attempts is reached
for each assigned destination number, the next number in the series is called. For
example, Norstar Voice Mail can contact your car phone number first to let you
know you have a message. If there is no answer, the call rings at your home number.
If there is still no answer, the call rings at your pager number and so on. The number
of retry attempts is assigned by your System Coordinator.
If the destination type is phone, you must assign start and stop times. The start and
stop times apply to all five notification numbers.
Off-premise Message Notification begins when the start time is reached. It is a good
idea to set the start time for the time you will be at the destination phone number,
so you will be there to receive your calls.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
62 Off-premise Message Notification
Off-premise Message Notification parameters
The parameters for Off-premise Message Notification can be assigned from any
touch tone phone. The parameters include:
•destination type (telephone, extension or pager)
•destination number (telephone, extension or pager)
•time range for receiving calls at phone numbers or DNs (Pagers are notified any
time there is a qualifying message.)
•types of message you want to receive (all new messages, or just messages
marked urgent)
Note: The restrictions that apply to your telephone line also apply to Off-premise
Message Notification numbers. For example, if you are unable to dial long
distance phone numbers from your telephone, you cannot have a long
distance Off-premise Message Notification destination number.
If your mailbox is restricted to extension destinations for Off-premise
Message Notification, see your System Coordinator.
Setting up Off-premise Message Notification to a phone number
When you set up Off-premise Message Notification, you can add special characters
to the destination phone number. Refer to:
•"Adding special characters to the destination number" on page 54
Optimizing Outbound Transfer" on page 56
•"
To set up Off-premise Message Notification to one phone number for the first time:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press fl to open the Off-premise Message
5. Press ADMIN
ƒ·°⁄
or
° .
Notification menu.
or
⁄ to set up Off-premise Message
Notification.
to open your mailbox.
or £.
Destination:
EXT PAGER
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
6. Press PHONE
destination.
or ⁄ to choose a phone number
Off-premise Message Notification 63
Ph:
RETRY
<x>
ADD
Start hhmm:
RETRY OK
<start time>
RETRY AM PM
<start time>
RETRY
Stop hhmm:
RETRY OK
7. Enter the destination phone number and press OK or
£
. The destination phone number cannot be longer
than 30 digits.
8. Press OK
or £ to accept the destination phone
number. The <x> represents the phone number. Press
or
ADD
refer to "
¤ to add special characters. For information,
Adding special characters to the destination
number" on page 54. After you add special characters,
press OK
or £ to accept the destination number.
9. Enter the start time for Off-premise Message
Notification. This is a four-digit field. Any single-digit
hour and minute must be preceded by a zero.
or
10. Press AM
11. Press OK
⁄ or PM or ¤.
or £ to accept the start time.
12. Enter the time when Off-premise Message
Notification is to stop. This is a four digit field. Any
single-digit hour and minute must be preceded by a
zero.
<stop time>
RETRY AM PM
<stop time>
RETRY
Start:<start time>
CHNG NEXT
Stop:<stop time>
CHNG NEXT
Msg type: new
CHNG OK
or
13. Press AM
14. Press OK
15. Press NEXT
entered. Press CHNG
⁄ or PM or ¤.
or £ to accept the stop time.
or £ to accept the start time that you
or ⁄ to change the start time.
Note: Steps 16 and 17 allow you to review the start
and stop times.
16. Press NEXT
entered. Press CHNG
or £ to accept the stop time that you
or ⁄ to change the stop time.
17. You can choose to be notified of all new messages or
urgent messages only. Press OK
or £ to accept the
default message type new. This means you are notified
whenever you receive a new message. Press CHNG
⁄
to change the message type to urgent. Changing
or
the message type to urgent means you are notified
only when you receive an urgent message.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
64 Off-premise Message Notification
Msg notify
ADMIN SELECT
18. Press
®
to end the session.
Setting up Off-premise Message Notification to a Directory Number
To set up Off-premise Message Notification to one directory number (DN) for the
first time:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press fl to open the Off-premise Message
5. Press ADMIN
ƒ·°⁄
or
° .
Notification menu.
or
⁄ to set up Off-premise Message
Notification.
to open your mailbox.
or £.
Destination:
PHONE PAGER
Ext:
RETRY
Accept:<x>
RETRY
Start hhmm:
RETRY OK
<start time>
RETRY AM PM
<start time>
RETRY
Stop hhmm:
RETRY OK
6. Press EXT
7. Enter the destination DN and press OK
8. Press OK
or ¤ to choose a DN destination.
or £.
or £ to accept the destination DN. The <x>
represents the DN.
9. Enter the start time for Off-premise Message
Notification. This is a four-digit field. Any single-digit
hour and minute must be preceded by a zero.
or
10. Press AM
11. Press OK
⁄ or PM or ¤.
or £ to accept the start time.
12. Enter the time when Off-premise Message
Notification is to stop. This is a four digit field. Any
single-digit hour and minute must be preceded by a
zero.
or
<stop time>
RETRY AM PM
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
13. Press AM
⁄ or PM or ¤.
Off-premise Message Notification 65
<stop time>
RETRY
Start:<starttime>
CHNG NEXT
Stop:<stop time>
CHNG NEXT
Msg type: new
CHNG OK
Msg notify
ADMIN SELECT
14. Press OK or £ to accept the stop time.
15. Press NEXT
entered. Press CHNG
or £ to accept the start time that you
or ⁄ to change the start time.
Note: Steps 16 and 17 allow you to review the start
and stop times.
16. Press NEXT
entered. Press CHNG
or £ to accept the stop time that you
or ⁄ to change the stop time.
17. You can choose to be notified of all new messages or
urgent messages only. Press OK
or £ to accept the
default message type new. This means you are notified
whenever you receive a new message. Press CHNG
⁄
to change the message type to urgent. Changing
or
the message type to urgent means you are notified
only when you receive an urgent message.
18. Press
®
to end the session.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
66 Off-premise Message Notification
Setting up Off-premise Message Notification to a pager number
When you set up Off-premise Message Notification, you can add special characters
to the destination pager number. Read:
•"Adding special characters to the destination number" on page 54
Example of a destination pager number" on page 66
•"
Example of a destination pager number
If you are assigning a pager destination number from behind a PBX or Centrex+,
remember to insert a · (depending on your system)
before the
outside line.
There is a combined limit of 29 characters for the pager phone number and the pager
message.
For example, to reach your pager, enter:
£ to access an
£›
¤fififi⁄¤
‹›£‹
where:
£ specifies the next digits are special characters
› recognizes dial tone
¤ specifies the next digits are numbers to be dialed
fifi⁄¤
fi
‹› is the pager phone number dialed
‹inserts a timed pause
Depending on the company supplying your paging service, the programing
sequence may vary. For more information about setting the destination phone
number parameters for your pager, contact your pager company.
To set up Off-premise Message Notification to one pager number for the first time:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
ƒ·°⁄
or
° .
to open your mailbox.
or £.
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
Destination:
PHONE EXT
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
4. Press fl to open the Off-premise Message
Notification menu.
or
5. Press ADMIN
⁄ to set up Off-premise Message
Notification.
6. Press PAGER
or ‹ to choose a pager number
destination.
Off-premise Message Notification 67
Pager:
RETRY
<x>
ADD
Show:<xxxx>
CHNG NEXT
7. Enter the destination pager number and press OK or
£
.
8. Press OK
or £ to accept the destination pager
number. The <x> represents the pager number. Press
or
ADD
¤ to add special characters. If the paging
service requires additional answer or setup time, add
pause characters to the beginning of the pager
message. For information, refer to "
Adding special
characters to the destination number" on page 54.
After you add special characters, press OK
or £ to
accept the destination number.
9. Press NEXT
(represented by the
or £ to accept the default pager message
xxxx). The default pager message
sent by Norstar Voice Mail is the Norstar Voice Mail
DN. This is the sequence of digits sent after the pager
service is dialed (to notify you of who is paging you).
Press CHNG
or ⁄ to change the pager message.
Note: There is a combined limit of 29 characters for
the pager phone number and the pager
message.
Msg type: new
CHNG OK
Msg notify
ADMIN SELECT
10. You can choose to be notified of all new messages or
urgent messages only. Press OK
or £ to accept the
default message type new. This means you are notified
whenever you receive a new message. Press CHNG
⁄
to change the message type to urgent. Changing
or
the message type to urgent means you are only
notified when you receive an urgent message.
11. Press
®
to end the session.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
68 Off-premise Message Notification
Changing Off-premise Message Notification
To change the parameters of Off-premise Message Notification refer to:
8. Enter the destination number and press OK
The destination phone number cannot be longer than
or £.
30 digits.
Note: The <x> represents the type of destination
(phone, extension or pager).
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Off-premise Message Notification 69
Notify:<x>
CHNG NEXT
Start:<start time>
CHNG NEXT
Stop:<stop time>
CHNG
9. Press OK
(represented by the <x>). Press ADD
or £ to accept the destination number
or
¤ to add
special characters if the destination number is a phone
or pager. For information, refer to "
Adding special
characters to the destination number" on page 54.
After you add special characters, press OK
or £ to
accept the destination number.
Note: If you chose a phone or extension destination,
go to step 11.
or
10. Press CHNG
repeat steps 7 to 9. Press NEXT
⁄ to change the destination and
or £ to continue.
Note: The <x> represents the type of destination
(phone, extension or pager).
11. Press CHNG
NEXT
12. Press CHNG
NEXT
or ⁄ to change the start time. Press
or £ to accept the start time.
or ⁄ to change the stop time. Press
or £ to accept the stop time.
Note: Steps 13 and 14 allow you to review the start
and stop times.
Msg type: new
CHNG OK
13. Press CHNG
urgent. Press OK
or ⁄ to change the message type to
or £ to accept the new default
message. You can choose to be notified of all new
messages or urgent messages only. This means you are
notified whenever you receive a new message.
Changing the message type to urgent means you are
notified only when you receive an urgent message.
Msg notify
ADMIN SELECT
14. Press
®
to end the session.
Changing the destination type from a pager to a telephone or extension
To change the Off-premise Message Notification destination from a pager to a
phone or extension (assuming that you have never entered a time range):
1. Press
ƒ·°⁄
to open your mailbox.
Pswd:
OTHR RETRY
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
2. Enter your mailbox password and press OK
or £.
70 Off-premise Message Notification
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
Notify: pager
NEXT
Destination:
PHONE EXT PAGER
3. Press ADMIN
4. Press
fl
or ° .
to open the Off-premise Message
Notification menu.
5. Press ADMIN
or ⁄ to change Off-premise Message
Notification. The displays show a review of the first
destination type and destination number, followed by
the display in step 6.
6. Press CHNG
or ⁄ to change the destination type and
the destination number.
7. Choose the type of destination number. Press PHONE
or ⁄ to choose a phone number destination. Press
or ¤ to choose a DN destination.
EXT
8. Press OK
Press ADD
or £ to accept the destination number.
or
¤ to add special characters if the
destination number is a phone. For information, refer
Adding special characters to the destination
to "
number" on page 54.
Notify:<x>
CHNG
9. Press NEXT
or £ to continue.
Note: The <x>represents the type of destination
(telephone or extension).
Changing the destination type from phone or extension to a pager
To change the Off-premise Message Notification destination from a phone or
extension to a pager:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
4. Press
ƒ·°⁄
or ° .
to open the Off-premise Message
fl
Notification menu.
to open your mailbox.
or £.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Off-premise Message Notification 71
Msg notify
SELECT
5. Press ADMIN
Notification. The displays show a review of the first
or ⁄ to change Off-premise Message
destination type and destination number, followed by
the display in step 6.
or
Notify:<x>
NEXT
6. Press CHNG
the destination number.
⁄ to change the destination type and
Note: The <x>represents the type of destination
(phone or extension).
Destination:
PHONE EXT
Notify:pager
CHNG
7. Press PAGER
destination.
8. Press NEXT
or ‹ to choose a pager number
or £ to continue.
Setting up Off-premise Message Notification to more than one destination
You can receive notification of a message at a maximum of five different
destination numbers assigned by you. The following steps show you how to enter a
phone number destination and then add a pager destination for the first time. To set
up Off-premise Message Notification to more than one destination number:
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
Destination:
EXT PAGER
Ph:
1. Press
2. Enter your mailbox password and press OK
3. Press ADMIN
ƒ·°⁄
or
° .
to open your mailbox.
or £.
4. Press fl to open the Off-premise Message
Notification menu.
or
5. Press ADMIN
⁄ to set up Off-premise Message
Notification.
6. Press PHONE
or ⁄ to choose a destination phone
number.
7. Enter the destination phone number and press OK
£
. The destination phone number cannot be longer
than 30 digits.
or
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
72 Off-premise Message Notification
<x>
ADD
Start hhmm:
RETRY
<start time>
RETRY AM PM
<start time>
RETRY OK
Stop hhmm:
RETRY
8. Press OK or £ to accept the destination phone
number. The <x> represents the phone number. Press
or
ADD
refer to "
¤ to add special characters. For information,
Adding special characters to the destination
number" on page 54. After you add special characters,
press OK
or £ to accept the destination number.
9. Enter the start time for Off-premise Message
Notification.
This is a four-digit field. Any single-digit
hour and minute must be preceded by a zero.
or
10. Press AM
11. Press OK
⁄ or PM or ¤.
or £ to accept the start time.
12. Enter the time when Off-premise Message
Notification is to stop. This is a four digit field. Any
single-digit hour and minute must be preceded by a
zero.
<stop time>
RETRY AM PM
<stop time>
RETRY OK
Notify 2:pager
CHNG OTHR
Notify 3:none
SETUP
Start:<start time>
CHNG NEXT
Stop:<stop time>
CHNG NEXT
or
13. Press AM
14. Press OK
15. Press NEXT
16. Press NEXT
⁄ or PM or ¤.
or £ to accept the stop time.
or £.
or £to continue. Press SETUP to add
another destination.
17. Press NEXT
entered. Press CHNG
or £ to accept the start time that you
or ⁄ to change the start time.
Note: Steps 23 and 24 allow you to review the start
and stop times.
18. Press NEXT
entered. Press CHNG
or £ to accept the stop time that you
or ⁄ to change the stop time.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Off-premise Message Notification 73
Msg type: new
CHNG
19. You can choose to be notified of all new messages or
urgent messages only. Press OK
or £ to accept the
default message type new. This means you are notified
whenever you receive a new message. Press CHNG
⁄
to change the message type to urgent. Changing
the message type to urgent means you are notified
only when you receive an urgent message.
Msg notify
ADMIN SELECT
20. Press
®
to end the session.
Deleting an Off-premise Message Notification destination number
If you have set up more than one destination number in Off-premise Message
Notification, you are given the option to delete the destination(s). To delete an Offpremise Message Notification destination:
Pswd:
OTHR RETRY
1. Press
2. Enter your mailbox password and press OK
ƒ·°⁄
to open your mailbox.
or £.
or
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
Notify 1:<x>
CHNG NEXT
Notify 1:<x>
INS QUIT
or
3. Press ADMIN
° .
4. Press fl to open the Off-premise Message
Notification menu.
or
5. Press ADMIN
⁄ to set up Off-premise Message
Notification.
6. Press OTHR
or press NEXT
if you want to delete the first destination,
or £ to scroll through the
destinations until you find the destination that you
want to delete. When you find the destination that you
want to delete, press OTHR
.
Note: The <x> represents the type of destination
(phone, extension or pager).
7. Press DEL
to delete the first destination number.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
74 Off-premise Message Notification
Notify 1:<x>
CHNG OTHR NEXT
8. The first destination number is deleted. The
destination changes to become the
Notify 1
Notify 2
destination number.
Note: To delete more destination numbers, press
OTHR and repeat steps 6 and 7. When you are
done deleting destination numbers, press
to end this session.
Inserting an Off-premise Message Notification destination number
You are given the option to insert destination number(s) if you have set up more
than one destination number. To insert an Off-premise Message Notification
destination:
Pswd:
OTHR RETRY
1. Press
2. Enter your mailbox password and press OK
ƒ·°⁄
to open your mailbox.
or £.
®
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
SELECT
Notify 1:<x>
CHNG OTHR NEXT
Notify 1:<x>
DEL
QUIT
or
3. Press ADMIN
° .
4. Press fl to open the Off-premise Message
Notification menu.
or
5. Press ADMIN
⁄ to set up Off-premise Message
Notification.
6. Press OTHR
to insert a new destination number in the
first Off-premise Message Notification position
(Notify 1), or press NEXT
to scroll through the
destinations until you find the destination position that
you want to replace, and then press OTHR
.
Note: The <x> represents the type of destination
(phone, extension or pager).
7. Press INS
to insert a destination number.
Note: The <x> represents the type of destination
(phone, extension or pager).
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Off-premise Message Notification 75
Notify 1:none
NEXT
8. Press SETUP
follow the steps in "
to set up a new destination number, and
Setting up Off-premise Message
Notification to a phone number" on page 62 or
Setting up Off-premise Message Notification to a
"
Directory Number" on page 64 or "Setting up Offpremise Message Notification to a pager number" on
page 66.
Note: When you are done inserting destination
numbers, press
®
to end this session.
Turning Off-premise Message Notification on and off
Off-premise Message Notification can be turned on or off at any time. When you
turn Off-premise Message Notification off, you do not affect any of the assigned
parameters (refer to "
Off-premise Message Notification is turned on, you are notified whenever you
receive a Norstar Voice Mail message during the time you specified.
To turn Off-premise Message Notification on and off:
About Off-premise Message Notification" on page 61.) When
Pswd:
OTHR RETRY
0 new 0 saved
PLAY REC
Mailbox admin
GREET PSWD QUIT
Msg notify
ADMIN
Notify on
TIME OK
Notify off
CHNG TIME
1. Press
ƒ·°⁄
to open your mailbox.
2. Enter your mailbox password and press OK
3. Press ADMIN
or °.
4. Press fl to open the Off-premise Message
Notification menu.
5. Press SELECT
6. Press CHNG
or ¤.
or ⁄ to turn Off-premise Message
Notification off if it is on (as shown).
7. Press OK
Note: Press TIME
or • .
to review the start and stop time
parameters.
or £
.
Mailbox admin
GREET PSWD QUIT
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
8. Press
to end the session.
®
76 Off-premise Message Notification
It is possible for a person receiving an Off-Premise Message Notification call to
cancel Off-premise Message Notification to their destination number. This is useful
when a destination has been incorrectly programed and a wrong party is receiving
calls. The recipient of an Off-premise Message Notification call hears the following
voice prompt: “Message for (name of mailbox owner). To log in press⁄ . If you have received this call by mistake, please press¤ .”
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Recording a call
Introduction
11
ƒ·°·
resulting message in your mailbox. Before activating the Call Record feature, you
should ask the parties on the call for permission to record the call.
The maximum length of the Call Record message is determined by the Class of
Service setting for your incoming message length. If the mailbox message length is
surpassed, the voice prompt “Recording stopped. The recording limit has been reached” plays and the recording ends. After Call Record has been stopped, you can
you can re-activate
call will be recorded in two separate messages if this occurs. Ask your System
Coordinator for the message length that is assigned to your mailbox.
Note: Call Record is not enabled by default. The System Coordinator must enable
this feature by assigning you a Class of Service that supports Call Record.
In some areas Call Record is not available as it contravenes local laws. Ask
your System Coordinator about the availability of Call Record in your area.
Using Call Record
After a call is recorded, Norstar Voice Mail places the recorded call, as a message,
in the mailbox associated with the extension that activated the Call Record feature.
The includes alternate DNs associated with the mailbox. The Call Record message
can be forward to other mailboxes. For more information on forwarding messages,
refer to "Forwarding a copy of a message to one or more recipients"
allows you to record an active telephone call and place the
ƒ·°·
to start another record call session. The
on page 45.
To record a call:
1. While on an active call, press
Other parties on the call may hear hold tones while the
system conferences in Norstar Voice Mail.
Before the call begins recording, the prompt “This call is being recorded” plays to all the parties on the call
and then a recording tone is heard.
Recording
PAUSE QUIT
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
2. Press QUIT to stop the call recording. The Call
Record message is left in your mailbox
Press PAUSE to suspend the call recording. Press
RESUME to continue call recording or press QUIT to
stop the call recording.
If the message is stopped, all the parties on the call
hear “Recording stopped”.
ƒ·°· .
78 Recording a call
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Norstar Voice Mail Tips
Introduction
This chapter describes some easy to follow guidelines for optimizing the use of
Norstar Voice Mail.
Norstar Voice Mail Tips
To take advantage of Norstar Voice Mail and its many features:
Listen to your messages frequently. Answering your messages promptly
encourages callers to use Norstar Voice Mail, and reassures them that it is as
reliable as speaking with you personally.
You do not have to be at your desk to play your messages. When you are away from
your desk, you can play your messages from any touch tone phone.
Clean up your mailbox. There is limited storage in your mailbox and within
Norstar Voice Mail. Do not save messages unless you need to listen to them again.
When you are finished with a message, erase the message to free up storage space
for yourself and other mailbox owners.
12
Keep a record of your password in a secure place. Treat your Norstar Voice Mail
password just as you would a secret code. Write down your password and keep it in
a safe place. Do not keep your password near your telephone. If you let someone
else have temporary access to your mailbox, change your password afterwards. If
you forget your password, the System Coordinator can reset it to the default
password 0000. You can then enter a new password.
When sending messages, make them brief and to the point. More than 75% of
the time spent on a normal business telephone call consists of making small talk,
pleasantries and other socializing. Sending a message rather than making a call can
save you time. Although you should avoid sounding hurried or rude, try to confine
your messages to the essentials.
Change your Primary greeting frequently. It is a good idea to change your
Primary greeting on a regular basis. Changing your greeting indicates that you listen
to your messages and maintain your mailbox on a regular basis. Changing your
Primary greeting provides a personal touch that frequent callers will appreciate.
Make your Alternate greeting specific. Choosing an Alternate greeting usually
means you are away from the office. If you are out of the office, indicate in your
Alternate greeting when you expect to return. If you will be checking your mailbox
even though you are out of the office, make that clear. If callers can reach you at
another phone number, ensure that your message includes the phone number and
the time period of the temporary arrangement. If you are going to be out of the
office, remember to forward your telephone to Norstar Voice Mail.
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80 Norstar Voice Mail Tips
Extended Absence Greeting. Begin this greeting by announcing your vacation or
travel plans. This gets the attention of the caller. For example, “Vacation alert! Hi,
this is Marshall. I will be on vacation starting on the 5th, and I will be returning to
work on the 12th. If you care to do so, please leave a message and I will return your
call when I return from vacation. For immediate assistance, please press zero.”
Record your greetings and messages clearly. For a better quality recording, speak
directly into the receiver. Do not use the Handsfree feature. Remember to speak
clearly with a pleasant voice at a pace that is easy to understand. Do not speak too
softly or loudly or make the greeting or message too lengthy. After recording a
greeting or message play it back. Make sure that your greeting or message sounds
the way you want it to before accepting it.
Do not forget to use the Copy and Reply features. You can use Norstar Voice
Mail to send copies of messages to other mailboxes and reply to messages with a
message of your own. When sending copies of messages to other people, ensure that
your introduction explains why you are forwarding a copy of the message. Is the
copy for information only? Should the message have originally been sent to the
person to whom you are forwarding it? Who is responsible for the action on the
message?
Use Group Lists for multiple copies of messages. If you find that you regularly
send the same message to several different people, ask the System Coordinator to
create a Group List for you. With a Group List, you can send the same message to
all the mailboxes in the Group List.
Encourage Norstar Voice Mail use. Old habits are sometimes hard to break, and
some people have difficulty accepting or even trying new technologies. Use your
Personal mailbox and other Norstar Voice Mail features, and encourage your coworkers and frequent callers to use them too.
Report problems promptly. If you encounter problems using Norstar Voice Mail,
report the trouble to the System Coordinator as soon as possible.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Troubleshooting
Introduction
This chapter describes some problems that might occur while you are using
Norstar Voice Mail. This chapter includes a list of typical problems and what to do
when they occur.
The problems you encounter while using Norstar Voice Mail are usually operating
problems. Sometimes a difficulty occurs that indicates a system problem with the
Norstar Applications Module. When strange or unusual happenings occur that are
not covered in this chapter, report them to your System Coordinator immediately.
The Automated Attendant transfers some callers to the General Delivery Mailbox.
Norstar Voice Mail requires a tone signal and a minimum voice level. If a response
is not received, the caller is automatically transfered by the Automated Attendant to
the Norstar Voice Mail operator. If the operator is not available, the call is
transfered to the General Delivery mailbox.
The directory number (DN) being called may not have a mailbox assigned to it. Ask
your System Coordinator to verify that the mailbox is assigned to the DN.
13
Feature 981 produces a LOG prompt on my Norstar display.
Whenever the Log: prompt appears on the display, it can be caused by:
•The DN you are using may not have an operating mailbox. If the DN does not
have a mailbox, Norstar Voice Mail requests both a mailbox number and a
password.
•A Guest mailbox which normally does not have an assigned DN. Ask your
System Coordinator to verify that your DN is properly assigned to your
mailbox.
My telephone cannot be forwarded to Norstar Voice Mail.
If you are attempting to forward your DN to Norstar Voice Mail and the display
shows Not in service you might be forwarding to the wrong DN number. Use
feature code 985 to verify you are calling the correct Norstar Voice Mail DN
number.
My mailbox is not accepting messages.
A mailbox will accept messages only when the mailbox is initialized. A mailbox
cannot receive messages until it has been initialized by the mailbox owner. Initialize
your mailbox. Refer to the Norstar Voice Mail Quickstart in the Norstar Voice Mail User Guide, or to Chapter 3 in this guide.
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
82 Troubleshooting
My name is not played in the Company Directory.
Check to ensure that your mailbox has been initialized. If it is not initialized, your
name is not played in the Company Directory and your mailbox cannot receive any
messages. If you have recorded your Company Directory name, ask your System
Coordinator to ensure that the Company Directory Override is set to YES.
I have forgotten my mailbox password.
A forgotten password cannot be recovered. Your old password must be reset to the
default password of four zeros (0000). After the System Coordinator has reset your
password, you must open your mailbox and change the default password.
I attempt to access my mailbox and am met with the recording:
locked to prevent unauthorized access. Please contact your administrator for assistance.”
“This mailbox has been
Your mailbox is assigned a maximum number of incorrect password attempts.
Norstar Voice Mail records the number of incorrect attempts from the last time your
mailbox was successfully accessed. Once the number has been passed you are
“locked-out”. Your mailbox cannot be opened again until the System Coordinator
resets the password.
Norstar Voice Mail Timeout
The Norstar Voice Mail Timeout feature allows five seconds for you to make your
option choice. If Norstar Voice Mail does not detect an option selection, the
Automated Attendant replays the option list. If an option is still not selected,
Norstar Voice Mail ends the session.
Norstar Voice Mail has minimum voice level detection. When Norstar Voice Mail
does not detect an audio signal, it requests the caller to speak louder and provides
the option to re-record. If no voice level is detected after the prompt, Norstar Voice
Mail ends the session.
Messages are cut off
If people need to leave long messages in your mailbox (up to 10 minutes), you can
ask the System Coordinator to give you more message recording storage space.
I attempt to listen to my messages and I am met with this recording: “
You must erase some messages before you can listen to new messages.”
Your mailbox is full.
Your mailbox is equipped with the Never Full Mailbox feature, which allows a
caller to leave a message in your mailbox, even if the mailbox is “full”. The
message will be stored, but cannot be accessed until you delete at least one saved
message. If you find that you need more message time in your mailbox, you can ask
your System Coordinator to give you more storage space.
Wrong prompt language
If the wrong language appears on the display of your Norstar telephone, ask the
System Coordinator to change this.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Troubleshooting 83
Outbound Transfer does not work.
Ensure that you have recorded the correct instructions for callers in your personal
greeting. In your greeting, tell callers to press ‡ to reach you. Refer to "
Outbound
Transfer" on page 54.
Ensure that the destination number that you have entered is not restricted. For
example, if you cannot call long distance numbers from your telephone, then you
cannot set up Outbound Transfer to a long distance number.
Check to see if Outbound Transfer is turned on. Refer to "Turning Outbound
Transfer on and off" on page 59.
Off-premise Message Notification does not work
If Off-premise Message Notification does not work, ask the System Coordinator to
check the Off-premise Message Notification parameters. Also, ask the System
Coordinator to check if you are allowed to have Off-premise Message Notification.
Ensure that the destination phone number and time parameters are correct.
Ensure that the destination number(s) that you have entered are not restricted. For
example, if you cannot call long distance numbers from your telephone, then you
cannot set up Off-premise Message Notification to a long distance number.
Check to see if Off-premise Message Notification is turned on. Refer to "
Off-premise Message Notification on and off" on page 75.
Turning
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84 Troubleshooting
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Appendix A:
Default values and tone commands
Default mailbox numbers for the General Delivery mailbox
Mailbox number
length
210
3100
41000
510000
6100000
71000000
Default General
Delivery Mailbox
number
When the Group List leading digit is one then the default General Delivery mailbox
numbers begin with the number two.
DTMF tone commands for setting up Off-premise Message Notification
Option functionDialpad button
Review number
Enter more digits
Insert a timed pause (4 sec)
Recognize dial tone (1.5 sec)
Insert a # button tone
Insert a * button tone
Accept number
Cancel and re-enter
⁄¤‹›fifl£
•
When Norstar Voice Mail is installed with PBX or Centrex+ and you want to access
an outside line, you must enter the command to recognize a dial tone. For example,
enter · to access an outside line, press
then enter › to recognize dial tone
£
and press ¤ to enter more digits. Enter the destination number, press £ and
any required pauses. Each pause entered is four seconds long. For definitions of
Pause, Recognize dial tone and Enter more digits, refer to the Glossary.
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86 Appendix A: Default values and tone commands
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Glossary
Administration
The tasks involved in maintaining the Norstar Voice Mail mailboxes, greetings and
set up configuration.
Alternate greeting
A greeting recorded for a Personal mailbox and played on occasions such as
absence, illness, or vacation.
Analog Terminal Adapter
A Norstar product that allows for the connection of an analog device, such as a
single-line telephone or a facsimile machine, to a Norstar Voice Mail system.
Attendant sign On/Off
The task performed by a company receptionist or Operator that indicates to Norstar
Voice Mail when an Operator is available to answer calls.
Automated Attendant
The Norstar Voice Mail answering service that answers incoming calls with a
Company greeting, plays a list of Norstar Voice Mail options to a caller, and
performs call routing functions in response to a caller’s dialpad selections.
Broadcast Message
A message that can be sent only by the System Coordinator. This type of message
is played in all initialized Personal mailboxes and plays immediately after the
mailbox is opened. It is automatically erased after the mailbox owner listens to the
message.
Business Status
A Norstar Voice Mail setting that tells Norstar Voice Mail whether a company is
closed or open for business.
Class of Service
A predetermined number designation that specifies the Norstar Voice Mail Options
for a mailbox.
Company Directory
An internal voice list that contains the names of users with initialized mailboxes
designated to appear in the Company Directory.
Conventions
The way certain information has been described. For example, using underlined text
to represent second-line display prompt information.
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88 Glossary
Default
The parameters preset within the Norstar Voice Mail system.
Designated Operator
An individual in a company who has been assigned to answer the Norstar Voice
Mail Operator Request option.
Directory Number (DN)
A two-digit to seven-digit number used to reach a designated telephone.
Display
A one-line or two-line screen on a Norstar telephone that shows Norstar Voice Mail
commands and options.
Display buttons
The three buttons that appear on a Norstar two-line display. When pressed, these
buttons select the specified Norstar Voice Mail Option.
Display options
The choices available to a user that appear on the Norstar two-line display. Options
appearing on the display can be selected using the display or dialpad buttons
Envelope information
A date and time stamp that appears on all messages left in a mailbox. When the
message has been left by another mailbox owner, envelope information includes the
message sender’s name.
Extension
A Norstar internal telephone. Also a synonym for directory number (DN).
Feature code
A unique three-digit code used to access Norstar Voice Mail features and options.
General Delivery mailbox
One of the two Special mailboxes used to collect messages for individuals in a
company who have not been assigned a Personal mailbox.
Greetings
There are three types of Norstar Voice Mail greetings: Company greetings,
Personal mailbox greetings and Information greetings. Company greetings are
played by the Automated Attendant to incoming callers. Personal mailbox greetings
are played to callers who want to leave a message in the selected mailbox.
Information mailbox greetings are played to describe goods or services available to
callers.
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Glossary 89
Group Lists
A collection of mailbox numbers assigned to a special group name and number by
the System Coordinator. When a message is sent to a Group List, all mailboxes
contained in the list receive the same message.
Guest mailbox
A mailbox assigned to a user who does not have a directory number.
Information mailbox
A mailbox that provides a caller with a message describing goods or services
available from your company.
Initialize mailbox
Preparing a mailbox to receive messages, which includes changing a mailbox
default password and recording a Company Directory name.
Leave Message
The feature code used to leave messages in Norstar Voice Mail mailboxes.
M7100 telephone
The telephone that has a single-line display, and one programable button without an
indicator.
M7208 telephone
The telephone that has a single-line display, and eight programable buttons with
indicators.
M7310 telephone
The telephone that has a two-line display with three display buttons, ten
programable buttons with indicators, and 12 dual programable buttons without
indicators.
M7324 telephone
The telephone that has a two-line display with three display buttons, and 24
programable buttons with indicators.
Mailbox
A storage place for voice messages on the Norstar Voice Mail system.
Mailbox number length
The number of digits allowed in a mailbox number. The mailbox number length
ranges from two to seven digits.
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90 Glossary
Mailbox overrides
Mailbox overrides are optional parameters in addition to the Class of Service
values. The mailbox overrides are: Include in Company Directory, Alternate
Extensions, Fax line (virtual), Call Screening, Message Waiting Notification and
Outdial route.
Message Delivery options
Message sending options stamped onto a message. There are five Message Delivery
Options: Normal, Certified, Urgent, Private and Timed. A Message Delivery
Option can be assigned to a message after it has been recorded.
Message Waiting Notification
A display prompt that informs a mailbox owner when a message has been left in a
mailbox. This feature is a mailbox override.
Never Full mailboxes
Your Norstar Voice Mail mailbox is equipped with the Never Full mailbox feature,
which allows an external caller to leave a message in your mailbox, even if the
mailbox is “full”. The message will be stored, but cannot be accessed until you
delete at least one saved message.
Off-premise Message Notification
The Norstar Voice Mail feature that calls destination numbers that you set up, to let
you know you have a new or urgent message. This feature is a part of the Class of
Service.
Operator Status
The Norstar Voice Mail indicator that determines if a company’s receptionist or
Designated Operator is available.
Option
A Norstar Voice Mail choice that is given to a user through voice or display
prompts.
Password
A four- to eight-digit number that is entered on the dialpad. A password is used to
open mailboxes or perform configuration tasks.
Pause
Pause is used when setting up pager notification. Each pause entered is
automatically four seconds. For voice pagers, pauses are entered after the pager
number to delay the start of the Norstar Voice Mail voice prompt that activates the
pager. For alphanumeric pagers, pauses are entered after the pager number and
before the digits that appear on the pager display.
Personal mailboxes
Mailboxes assigned to users as a place to store messages.
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Glossary 91
Primary greeting
The main greeting played in a Personal mailbox.
Programable memory buttons
Buttons on the Norstar one-line and two-line display telephones that can store
feature codes and numbers.
Recognize dial tone
After accepting the Outbound Transfer or Off-premise Message Notification
destination phone number, entering › adds a D to the digit string. The Norstar
system uses this to recognize dial tone when an access code is required.
Resetting passwords
A System Coordinator task that changes a mailbox password from its current setting
back to the Norstar Voice Mail default setting 0000 (four zeros).
Special mailboxes
The two mailboxes used by the System Coordinator and designated Norstar Voice
Mail Operator. The two Special mailboxes are: System Coordinator and General
Delivery.
System Coordinator
The person responsible for configuring, updating, and maintaining the Norstar
Voice Mail system.
System Coordinator mailbox
One of the two Special mailboxes. This mailbox is used by the System Coordinator
for sending Broadcast Messages. This is also the System Coordinator’s Personal
mailbox.
Touch tone phone
A push-button telephone that emits DTMF tones.
Voice prompts
The prerecorded voice instructions played when accessing the different Norstar
Voice Mail features and options.
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92 Glossary
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Index
Index 93
A
Activating
Call Forward with Caller ID 47
Outbound Transfer 59
Adding special characters
pause characters 67
to a destination number 54
Alert tone 48
Alternate greeting 22, 79