Norstar Voice Mail 4.0 User Guide

Norstar Voice Mail 4.0 Reference Guide

Norstar is a trademark of Northern Telecom © Copyright Northern Telecom 1998

1-800-4 NORTEL www.nortel.com/norstar

Norstar is a trademark of Northern Telecom. P0886602 Issue 1.0 Printed in Canada

Contents

Chapter 1 How to use this guide 1

Introduction 1 Conventions and symbols used in this guide 2 Prerequisites 2

Chapter 2 Using 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 3 Setting 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 4 Feature codes and mailbox options 15

Introduction 15 Feature codes 15

Determining custom feature codes 17

Programing a memory button with a feature code 18

P0886602 Issue 1.0 Norstar Voice Mail Reference Guide

Mailbox options 18

Main Mailbox menu and options 19

Mailbox Administration menu 19

Chapter 5 Greetings 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 6 Accessing 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 7 Sending 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 Guide P0886602 Issue 1.0

Copying a message to other recipients 45

Forwarding a copy of a message to one or more recipients 45

Chapter 8 Call 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 9 Transfering 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 10 Off-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 Off-premise Message Notiﬁcation parameters 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 11 Recording a call 77

Introduction 77 Using Call Record 77

Chapter 12 Norstar Voice Mail Tips 79

Introduction 79 Norstar Voice Mail Tips 79

Chapter 13 Troubleshooting 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 Guide P0886602 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

Chapter Description

1. How to use this guide Describes 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 mailbox Shows how to initialize and open your mailbox. Explains passwords, the Company Directory and Assigning a Target Attendant.

4. Feature codes and mailbox options Describes feature codes and mailbox options.

5. Greetings Describes Primary, Alternate, Personalized and Information mailbox greetings. Shows how to record and choose greetings.

6. Accessing your messages Describes Receiving Calls, the Norstar Voice Mail Never Full mailbox feature, listening to your mailbox messages, and Call Screening.

7. Sending messages Explains 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 calls Describes Call Forwarding your calls.

9. Transfering calls Describes Transfering calls and Outbound Transfer.

10. Off-premise Message Notification Explains what Off-premise Message Notification is and shows how to set up and change Off-premise Message Notification.

11. Recording a call Describes the Call Record feature.

12. Norstar Voice Mail Tips Provides suggestions for the optimal use of Norstar Voice Mail.

is to be used with the

Norstar Voice Mail

gives more

contains the following chapters:

P0886602 Issue 1.0 Norstar Voice Mail Reference Guide

How to use this guide

Chapter Description

13. Troubleshooting Provides helpful procedures for problems that might occur while operating Norstar Voice Mail.

Appendix A: Default values and tone commands

Glossary Defines terms used in this guide. Index Provides 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:

Convention Example Used 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 Guide P0886602 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

• 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: OTHR RETRY OK

, the same way that you usually access

Call Forward with Caller ID (CLID)" on page 48.)

ƒ ·°‡

, at

Norstar Voice Mail Reference Guide P0886602 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:

•

˚ • · ° ⁄

to open your mailbox

Using Norstar Voice Mail

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:

P0886602 Issue 1.0 Norstar Voice Mail Reference Guide

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:

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 Guide P0886602 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.

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

P0886602 Issue 1.0 Norstar Voice Mail Reference Guide

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

Norstar Voice Mail Reference Guide P0886602 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:

• 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 1.0 Norstar Voice Mail Reference Guide

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

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

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 £.

5. Enter your new mailbox password again and press OK

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

RETRY

number in your Company Directory recording.

Accept name? RETRY PLAY

7. Press

⁄

to listen to the recording. Press

For example “

to accept the recording. Press

Paul Wayne, mailbox 5813

PLAY

RETRY

”.

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 Guide P0886602 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

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

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.

•

P0886602 Issue 1.0 Norstar Voice Mail Reference Guide

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 · ° ⁄

ADMIN

PSWD

›

to end the session.

to open your mailbox.

or £

Norstar Voice Mail Reference Guide P0886602 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

· °

⁄

to open your mailbox.

2. Enter your mailbox password and press OK

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

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 1.0 Norstar 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 Guide P0886602 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.

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 1.0 Norstar 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 ·°ﬂ ƒ ·°‡

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 Guide P0886602 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.

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 name Default feature

Leave Message Open Mailbox Operator Status Call Forward to Norstar Voice Mail Transfer Interrupt Voice Activated Dialing Record Call

P0886602 Issue 1.0 Norstar Voice Mail Reference Guide

code

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Custom feature code

___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___

18 Feature codes and mailbox options

Programing a memory button with a feature code

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

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 Guide P0886602 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 Description Found 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 £.

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’.

to open your mailbox.

or £.

° .

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20 Feature codes and mailbox options

Table 3 Mailbox Administration Options

Display Button

GREET

PSWD

QUIT

Button Task Description Found 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.

Norstar Voice Mail Reference Guide P0886602 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)

• 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 1.0 Norstar 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.”

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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.

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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 °.

¤.

⁄ .

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 Guide P0886602 Issue 1.0

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