Nortel Networks P0908524 User Manual

Enterprise Edge Voice Messaging Reference Guide

1-800-4 NORTEL www.nortelnetworks.com

Chapter 1 How to use this guide 7

Introduction 7 Conventions and symbols used in this guide 8 Prerequisites 8

Chapter 2 Using Enterprise Edge Voice Messaging 9

Introduction 9 Enterprise Edge telephones 9

Enterprise Edge one line display telephones 9

Enterprise Edge two line display telephones 10 Alternate extensions 10 Enterprise Edge ATA 2 11 Entering characters on the Enterprise Edge dialpad 11 Enterprise Edge Voice Messaging voice prompts 12

Interrupting a voice prompt 12 Automated Attendant 13 Types of mailboxes 13

Personal mailbox 13

Information mailbox 14

Special mailboxes 14

Chapter 3 Setting up your mailbox 15

Introduction 15 Initializing your mailbox 15 Opening your mailbox 17

Opening a mailbox after it is initialized 17

Opening your mailbox remotely 17 Mailbox Password 18

Changing your mailbox password 18 Company Directory 19

Recording or changing your name in the Company Directory 19 Assigning a Target Attendant 20

Chapter 4 Feature codes and mailbox options 21

Introduction 21 Feature codes 21

Determining custom feature codes 23

Programming a memory button with a feature code 24 Mailbox options 24

Main Mailbox menu and options 25

Mailbox Administration menu 25

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4 Contents

Chapter 5 Greetings 27

Introduction 27 Types of mailbox greetings 27

Personal mailbox greetings 27

Information mailbox greetings 29 Recording the Primary or the Alternate mailbox greeting 29 Choosing the Primary or the Alternate mailbox greeting 31 Recording a Personalized mailbox greeting 32 Deleting a Personalized mailbox greeting 33 Recording an Information mailbox greeting 34

Chapter 6 Accessing your messages 35

Introduction 35 Receiving calls 35 Enterprise Edge Voice Messaging Never Full mailbox feature 35 Listening to your mailbox messages 36

About erased messages 38 Call Screening 39

Chapter 7 Sending messages 41

Introduction 41 Types of messages 41

Broadcast messages 41

Personal messages 41 About recording and sending a message 42 Using the Company Directory 42 Message delivery options 44

Assigning message delivery options using the Open Mailbox feature

Assigning message delivery options using the Leave Message feature

46 Recording and sending a message using the Open Mailbox feature 46 Recording and sending a message using the Leave Message feature 47 Replying to messages 48

Replying to an internal message sender 48 Replying to an external message sender 49

Sending a message to more than one recipient 49

Sending a message using a Group List 49 Copying a message to other recipients 50 Forwarding a copy of a message to one or more recipients 50

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

Chapter 8 Call Forwarding your calls 51

Introduction 51

Call Forwarding your calls to Enterprise Edge Voice Messaging 51 Setting up Call Forward remotely 51 Call Forward with Caller ID (CLID) 52

Chapter 9 Transferring calls 55

Introduction 55 Transferring calls to an Enterprise Edge Voice Messaging mailbox 55

Transferring a mailbox owner’s call to Enterprise Edge Voice

Messaging 56 Transferring calls from your mailbox to the Operator 57 Transferring calls from your mailbox to the Automated Attendant 57 Transferring a call to Custom Call Routing (CCR) 57 Outbound Transfer 58 Adding special characters to the destination number 58

Optimizing Outbound Transfer 60 Programming an Outbound Transfer telephone number when Enterprise

Edge Voice Messaging is behind PBX or Centrex+ 60

Setting up Outbound Transfer to a phone number 61 Setting up Outbound Transfer to an extension 61 Changing the Outbound Transfer parameters 62 Turning Outbound Transfer on and off 63

Contents 5

Chapter 10 Off-premise Message Notification 65

Introduction 65 About Off-premise Message Notification 65 Setting up Off-premise Message Notification to a phone number 66 Setting up Off-premise Message Notification to an extension 68

Setting up Off-premise Message Notification to a pager number 70

Changing Off-premise Message Notification 72

Changing Off-premise Message Notification parameters 72 Changing the destination type from a pager to a telephone or extension

Changing the destination type from phone or extension to a pager 75

Setting up Off-premise Message Notification to more than one destination

76 Deleting an Off-premise Message Notification destination number 78 Inserting an Off-premise Message Notification destination number 79 Turning Off-premise Message Notification on and off 80

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6 Contents

Chapter 11 Recording a call 81

Introduction 81 Using Call Record 81

Chapter 12 Enterprise Edge Voice Messaging Tips 83

Introduction 83 Enterprise Edge Voice Messaging Tips 83

Chapter 13 Troubleshooting 85

Introduction 85

Appendix A: Default values and tone commands 89

Default mailbox numbers for the General Delivery mailbox 89

DTMF tone commands for setting up Of f-premise Message Notific ation

Glossary 91

Index 97

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

How to use this guide

Introduction

Use the Enterprise Edge Voice Messaging Reference Guide with the Enterprise Edge Voice Messaging Quick Reference Guide. The Enterprise Edge Voice Messaging Reference Guide gives you detailed information about using the

Enterprise Edge Voice Messaging system. This chapter describes:

• How the Enterprise Edge Voice Messaging Reference Guide is organized

• Conventions and symbols used in this guide

• Prerequisites

How the

Enterprise Edge Voice Messaging Reference Guide

organized

The Enterprise Edge Voice Messaging Reference Guide contains the following chapters:

Chapter Description

1. How to use this guide Describes the contents and conventions of this guide.

2. Using Enterprise Edge Voice Messaging Describes Enterprise Edge telephones, how Alternate sets work, Enterprise Edge ATA 2, entering characters on the Enterprise Edge dialpad, Enterprise Edge Voice Messaging voice prompts, the Automated Attendant, types of mailboxes and exiting Enterprise Edge Voice Messaging.

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 gr eetings . Shows how to recor d and choose greetings.

6. Accessing your messages Describes Receiving Calls, the Enterprise Edge Voice Messaging 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, replyi ng to m essages and how to send a message to more than one recipient.

8. Call Forwarding your calls Describes Call Forwarding your calls.

9. Transferring calls Describes transferring calls and Outbound Transfer.

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8 How to use this guide

Chapter Description

10. About 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. Enterprise Edge Voice Messaging Tips Provides suggestions for the optimal use of Enterprise Edge Voice Messaging.

13. Troubleshooting Provides helpful procedures for problems that might occur while operating Enterprise Edge Voice Messaging.

Appendix A: Default values and tone commands

Glossary Defines terms used in this guide. Index Provides an alphabetical list of information contained in

Provides a list of default values and tone commands.

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 tel ephone)

Dialpad buttons

Pswd:

PLAY

Command line prompts. Used on Enterprise Edge one line and two line display telephones.

Display button option. Available only on Enterprise Edge two line display tele phones button directly below the option on the display to proceed.

Represents the buttons you press on the dialpad to select a particular option.

Prerequisites

If you are a new user, make sure you are familiar with how to operate Enterprise Edge single-line and two-line display telephones. Refer to Enterprise Edge

telephones on page 9 and read the Enterprise Edge Telephone User Card that came

with your telephone. For more information about Enterprise Edge Voice Messaging, ask your System

Administrator.

You can press the

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

Using Enterprise Edge Voice Messaging

Introduction

Enterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service. Enterprise Edge Voice Messaging answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability.

This chapter describes:

• Enterprise Edge telephones

• Alternate extensions

• Enterprise Edge ATA 2

• Entering characters on the Enterprise Edge dialpad

• Enterprise Edge Voice Messaging voice prompts

• Automated Attendant

• Types of mailboxes

Enterprise Edge telephones

Enterprise Edge one line display telephones

You can use Enterprise Edge one line display telephones for most Enterprise Edge Voice Messaging sessions. If you are a using an Enterprise Edge one line display telephone, the display shows the Enterprise Edge Voice Messaging display command line. The Enterprise Edge one line display telephone does not show the display button options.

On an Enterprise Edge one line display telephone, all options are given immediately by the voice prompts. You make selections 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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10 Using Enterprise Edge Voice Messaging

Enterprise Edge two line display telephones

Enterprise Edge two line display telephones show you Enterprise Edge Voice Messaging commands and options. All system administration tasks, such as setting up a Group List, require a two-line display telephone.

Enterprise Edge two line displays 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 press it any time during the voice prompt.

Press • to return to the previous display prompt. An example of the Enterprise Edge Voice Messaging two-line display is shown in

the following Enterprise Edge two line display illustration.

Enterprise Edge two line display

Display command line Display button options

Display buttons

Alternate extensions

You can have up to two Alternate extensions for your mailbox. If a caller dials the main extension (an extension that has Alternate extensions assigne d), the call rings only at the main extension.

If the call is not answered and a message is left, a message indicator appears at the main extension and at the Alternate extension(s). You can a ccess the message from the Alternate extension(s ) with ƒ access messages from your main extension telephone.

If an Alternate extension is assigned to a telephone that has Caller ID (CLID) and Display Caller enabled, CLID information displays and an audible tone occurs at all telephones when the call goes to Enterprise Edge Voice Messaging. (For information on enabling Display Caller refer to Call Forward with Caller ID (CLID) on page 52.) The message can be intercepted using the Interrupt Feature,

message.

·°‡

Pswd: OTHR RETRY OK

·°⁄

, the same way that you usually

, at all telephones as long as the caller is still leaving a

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

Enterprise Edge ATA 2

You can use a single-line Enterprise Edge telephone for most Enterprise Edge Voice Messaging sessions. However, you cannot use a single-line telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks.

There is no Message Waiting Notification when you are using an Enterprise Edge ATA 2.

Although a single-line telephone does not have a feature button, you can access Enterprise Edge Voice Messaging features.

To access Enterprise Edge Voice Messaging features, such as the Leave Message feature or the Open mailbox feature, call Enterprise Edge Voice Messaging and follow the voice prompts. You can determine the Enterprise Edge Voice Messaging extension by pressing ƒ

You can also press:

˚•·°⁄

•

Using Enterprise Edge Voice Messaging 11

·°ﬁ

on an Enterprise Edge telephone.

to open your mailbox

˚•·°‚

•

to leave a message, and follow the voice prompts.

Entering characters on the Enterprise Edge dialpad

The buttons on your Enterprise Edge 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 Enterprise Edge dialpad. The display shows 16 characters at a time. The prompt remains on the display if you enter fewer than ten characters.

If you are entering information where the prompt and the information is fewer than 16 characters, you can see both the prompt and the information you entered.

An example of a display with fewer 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:

Pswd

command line prompt.

Name:

•

Log:

•

Dest ph:

•

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12 Using Enterprise Edge Voice Messaging

For instance, the following display shows the

Name: RETRY BKSP OK

When you begin to enter the last name, the

Name:

command line prompt disappears.

For example, if you are entering the name Partridge, you press the dialpad button

‡

for P, and the display drops the

P RETRY BKSP OK

Name:

prompt.

The command line prompt is still not shown on the display after you enter the entire name, although the name is only nine characters.

PARTRIDGE RETRY BKSP OK

Enterprise Edge Voice Messaging voice prompts

All Enterprise Edge telephones provide voice prompts.

command line prompt:

The voice prompt tells you the dialpad button to press to use different Enterprise Edge Voice Messaging 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 an Enterprise Edge two line display telephone, you can use either the display button or the dialpad button to access the option.

On an Enterprise Edge one line display telephone the voice prompt plays immediately. If you do not choose an option after five seconds, the voice prompt replays the options. If you still do not choose an option, Enterprise Edge Voice Messaging ends the session.

On an Enterprise Edge two line display telephone the voice prompt plays after a five-second delay. If you do not choose an option, Enterprise Edge Voice Messaging ends the session.

Interrupting a voice prompt

You can interrupt a voice prompt by selecting any option on the display or dialpad. You can also interrupt a voice prompt by pressing £. You cannot interrupt a voice prompt that is informing you of an error.

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

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 on the time of day. If callers know which option they want, they can interrupt the Automated Attendant by entering their selection on the dialpad of any tone-dial telephone.

The Automated Attendant provides callers with voice prompt commands associated with each of the following options:

• entering a mailbox number

• entering the extension

• using the Company Directory

• leaving a message

• reaching the Operator

• selecting an Alternate Language* (not a voice prompt)

Using Enterprise Edge Voice Messaging 13

* If your Enterprise Edge Voice Messaging system is installed with bilingual capabilities, the caller can press · to listen to the Automated Attendant in the Alternate Language.

When a caller selects an option, the Automated Attendant responds to the command either by routing the call to an extension or mailbox within your company, or directing the caller to the Company Directory or the Operator.

The caller listens and then enters the option they want to use.

Types of mailboxes

A mailbox is a storage place for messages. A Enterprise Edge Voice Messaging system can have up to 1,000 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 Administrator 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 Enterprise Edge extension.

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14 Using Enterprise Edge Voice Messaging

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 extension. They are assigned a number that looks and works like an extension. This allows the guest mailbox owner to access Enterprise Edge Voice Messaging the same way a mailbox owner accesses their mailbox from another extension or telephone. If you need a guest mailbox, request one from the System Administrator.

Information mailbox

An Information mailbox is designed to provide an informative message to a caller. These mailboxes do not have an operating Enterprise Edge extension, 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 29.

Information mailboxes are created by the System Administrator, and are maintained by either the System Administrator or a mailbox owner.

Special mailboxes

Special mailboxes are set up automatically when the Enterprise Edge Voice Messaging system is initialized.

The Special mailboxes include:

• General Delivery mailbox

• System Administrator 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

Enterprise Edge Voice Messaging Never Full mailbox feature on page 35.

The receptionist or System Administrator 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 89.

System Administrator mailbox

This mailbox is used by your System Administrator as a personal mailbox. You can leave messages for your company’s System Administrator in this mailbox.

Ask your System Administrator for the mailbox number.

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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 is initialized.

Initializing your mailbox involves:

• choosing a password from four to eight digits long that does not start with zero

• changing the Enterprise Edge Voice Messaging default password to your new password

• recording your name in the Company Directory (refer to Recording or changing

your name in the Company Directory on page 19)

To initialize your mailbox, follow the steps in Initializing and opening your mailbox

for the first time on page 16.

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16 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 OK

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

1. Press ƒ

£.

‚‚‚‚

2. Press

·°⁄

(the default password) and press

Note: If you are at another Enterprise Edge set, press

OTHR

or • to access the

From the

Log:

prompt, enter your mailbox

Log:

display prompt.

number and password as a continuous number. Your mailbox number is normally the same as your extension. 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 OK or £.

5. Enter your new mailbox password again and press OK or £.

Record name: RETRY OK

6. At the tone, record your name in the Company Directory. Press OK to end your name. Press

to erase and re-record your name.

RETRY

Note: Include your mailbox number in your

Company Directory recording. For example “Paul Wayne, mailbox 5813”.

Accept name? RETRY PLAY OK

7. Press OK or £ to accept the recording. Press

⁄

to listen to the recording. Press

RETRY

PLAY

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.

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

Opening your mailbox

You can open your mailbox from:

• your own extension

• another Enterprise Edge Voice Messaging extension

• an outside telephone (as shown in Opening your mailbox remotely)

Opening a mailbox after it is initialized

This section describes how to open:

• your mailbox from your own telephone

• your mailbox from another Enterprise Edge extension

• a Guest mailbox After a mailbox is initialized, follow these steps to open it:

Setting up your mailbox 17

·°⁄

Pswd: OTHR RETRY OK

1. Press ƒ

2. Enter your mailbox password and press OK or

Note: If you are at another Enterprise Edge

extension, or if you are using a Guest mailbox,

OTHR

press

or • to access the

prompt. From the

Log:

prompt, enter your

Log:

display

mailbox number and password as a continuous number. Your mailbox number is normally the same as your extension.

Opening your mailbox remotely

If you are calling your Enterprise Edge Voice Messaging mailbox from an outside telephone, press

••

during your greeting to open your mailbox. At the voice prompt, enter your mailbox number, password and press £. Follow the voice prompts.

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18 Setting up your mailbox

Mailbox Password

Your password is from four to eight digits long and cannot start with zero. When you initialize Enterprise Edge Voice Messaging, 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 can also access your Enterprise Edge Voice Messaging 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 ƒ

Pswd: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Pswd: RETRY OK

Again: RETRY OK

Mailbox admin GREET PSWD QUIT

2. Enter your mailbox password and press OK or

3. Press

4. Press

5. Enter your new mailbox password and press OK or £.

6. Enter your new mailbox password again and press OK

7. Press

or £.

·°⁄

ADMIN

PSWD

or ›.

to end the session.

to open your mailbox.

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

Company Directory

The Company Directory is a list of mailbox owners on the Enterprise Edge Voice Messaging 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 Enterprise Edge Voice Messaging users and outside callers who use the Company Directory.

If you do not want your name in the Company Directory, ask your System Administrator. The Company Directory feature can be disabled by the System Administrator. If you are unsure whether or not you have this feature, ask your System Administrator.

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 19

Pswd: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Record name: RETRY OK

Accept name? RETRY PLAY OK

1. Press ƒ

·°⁄

to open your mailbox.

2. Enter your mailbox password and press OK or £.

3. Press

ADMIN

or °.

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

to end

your recording. The recording of your name is automatically placed in the Company Directory.

6. Press OK or £ to accept your recording. Press or ⁄ to listen to the recording. Press

RETRY

PLAY

or ¤ to erase and re-record your name in the Company Directory.

Mailbox admin GREET PSWD QUIT

P0908524 Issue 01 Enterprise Edge Voice Messaging Reference Guide

7. Press

to end the session.

20 Setting up your mailbox

Assigning a Target Attendant

The person that you assign to answer your telephone is your Target Attendant. After you assign 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 extension. The default Target

Attendant is the person assigned as the Enterprise Edge Voice Messaging Operator. To assign your personal Target Attendant:

Pswd: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Atdt ext: oper CHNG QUIT

Ext: RETRY OPER

Atdt ext: <xxx> CHNG QUIT

1. Press ƒ

·°⁄

to open your mailbox.

2. Enter your mailbox password and press OK or

3. Press

ADMIN

4. Press ﬁ.

5. Press

CHNG

or ⁄ to change the Target Attendant. The

Atdt ext:oper

prompt indicates that the current Target Attendant is the Enterprise Edge Voice Messaging Operator.

6. Enter the extension number of your new Target Attendant. Press

OPER

or ‚ to change the Target Attendant back to the Enterprise Edge Voice Messaging Operator.

7. The

Atdt ext:xxx

prompt appears, where

represents the extension you entered. Press

xxx

QUIT

accept the number of the Target Attendant. Press or ⁄ to change the Target Attendant.

CHNG

Press

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

to end the session.

Feature codes and mailbox options

Introduction

This chapter describes the Enterprise Edge Voice Messaging feature codes and mailbox options, and includes the following topics:

• Feature codes

• Determining custom feature codes

• Programming a memory button with a feature code

• Mailbox options

Feature codes

The table Description of feature codes on page 23 explains the purpose of each Enterprise Edge Voice Messaging 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 Enterprise Edge Voice Messaging custom feature codes, refer to Determining custom feature codes on page 23.

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 Programming a memory button with a feature code on page 24.

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22 Feature codes and mailbox options

Feature Code Name Default feature code Description

Leave Message

Open Mailbox

Operator Status

Call Forward to Enterprise Edge Voice Messaging

Enterprise Edge Voice Messaging extension

Transfer Interrupt

Call Record

·°‚

·°⁄

·°¤

·°›

·°ﬁ

·°ﬂ

·°‡

·°·

Leaves a message in a mailbox. No password is required.

Opens your Personal mailbox to listen to your messages and access Enterprise Edge Voice Messaging options. Your personal password is required.

Not a user feature. Used by the System Administrator, receptionist, or Operator to set the Operator Status.

Forwards incoming calls to Enterprise Edge Voice Messaging.

Determines the Enterprise Edge Voice Messagingextension. You nee d to know what the Enterprise Edge Voice Messagingextension is when you forward your extension to Enterprise Edge Voice Messaging.

Transfers calls to a mailbox. Interrupts Enterprise Edge Voice Messaging

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.)

Records a telephone call from your Enterprise Edge telephone. The resulting message is left in your mailbox.

Note: When a caller leaving a message in a mailbox is interrupted, the part of the

message that is recorded before the interruption remains in the mailbox. Delete this message. If Off-premise Message Notification is turned on, the interrupted message causes Enterprise Edge Voice Messaging 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 65.

If Outbound Transfer is turned on, you cannot interrupt the call unless you interrupt it before the caller transfers to your Outbound Transfer destination number by pressing ‡. For information on Outbound Transfer, refer to

Outbound Transfer on page 58.

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Feature codes and mailbox options 23

Determining custom feature codes

If your company is using custom feature codes, find out what the custom feature codes are. To determine the Enterprise Edge Voice Messaging custom feature codes, use an Enterprise Edge two line display telephone.

To determine the Enterprise Edge Voice Messaging feature codes:

Leave msg: F9xx NEXT

Open mbox: F9xx NEXT

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

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 on page 23. Press

3. The display 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 on page 23. Press

4. Continue pressing

to show all of the Enterprise Edge Voice Messaging feature codes and record them in the appropriate column in the table Description of

feature codes on page 23.

5. This display is shown when you reach the last Enterprise Edge Voice Messaging feature code, the Interrupt feature code. Press

QUIT

to end the

session.

After you have determined the custom feature codes, make sure that you record the custom feature codes in the appropriate column.

Table 1 Description of feature codes

Feature Code name Default feature code Custom feature code

Leave Message Open Mailbox Operator Status Call Forward to Enterprise Edge Voice

Messaging Transfer Interrupt Record Call

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·°‚

·°⁄

·°¤

·°›

·°ﬂ

·°‡

·°·

___ ___

24 Feature codes and mailbox options

Programming a memory button with a feature code

Each Enterprise Edge Voice Messaging feature code can be programmed 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 handset. Press ƒ

2. The transient display displays

Program Features

•‹

3. Press a programmable 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 23.

The display shows that the button has been programmed.

Repeat steps 1 to 5 for each Enterprise Edge Voice Messaging feature code you want to program.

Use one of the paper labels that came with your Enterprise Edge telephone to identify the programmed 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 on page 25. The main mailbox menu options are described in the table Main Mailbox Options on page 25.

To access the mailbox administration menu, refer to Mailbox Administration menu on page 25. The mailbox administration options are described in the table Mailbox

Administration Options on page 26.

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Main Mailbox menu and options

To access the main mailbox menu:

Feature codes and mailbox options 25

1. Press ƒ

Pswd: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Table 2 Main Mailbox Options

Display Button

PLAY

REC

ADMIN

Button Task Description Found on Page

¤ ‹ ﬂ °

‚ £

Listening to your mailbox messages (new messages). 36 Replying to messages. 48 Listening to your mailbox messages (saved messages). 36 To change mailbox options. Refer to the Mailbox

Administration menu. To talk to an operator if an operator is available. --

About the Automated Attendant. 13

2. Enter your mailbox password and press OK or £.

3. The main mailbox menu options appear. Choose one

·°⁄

to open your mailbox.

of the options shown in the table below.

Mailbox Administration menu

To access the Mailbox Administration menu:

1. Press ƒ

Pswd: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

2. Enter your mailbox password and press OK or £.

3. Press

ADMIN

4. Choose one of the options shown in the table Mailbox

Administration Options on page 26.

·°⁄

or °.

to open your mailbox.

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26 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.

Choosing the Primary or the Alternate mailbox greeting.

Changing your mailbox password. 18 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. 65 Outbound Transfer. 58 Quitting the Mailbox Administration menu and

returning to the Main menu.

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

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 include Primary, Alternate, and Personalized greetings)

• Information mailbox greetings

Personal mailbox greetings

Personal mailbox greetings play 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 initialize 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 Recording or changing your name in the

Company Directory on page 19.

There are three types of Personal mailbox greetings: Primary, Alternate and Personalized.

Recording technique for personal mailbox greetings

When you record your Personal greetings, remember to speak clearly and at a pace that is easy to understand. After you record a greeting, you can replay it before you accept it. You can record or change a greeting from any Enterprise Edge 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 have better results if you speak directly into the handset.

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28 Greetings

Primary mailbox greeting

Record your Primary mailbox greeting for everyday use. In this greeting 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 t ake your call ri ght n ow. Pl ease leave me a message at the tone and I will return your call as soon as possible.”

If you are a new mailbox owner, 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.”

After it is recorded, you must choose which greeting you want Enterprise Edge Voice Messaging 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 Administrator.

A Personalized mailbox greeting plays to callers based on the caller’s phone number. Enterprise Edge Voice Messaging 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 29

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.”

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 about Information mailboxes, ask your System Administrator.

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 Administrator.

Recording the Primary or the Alternate mailbox greeting

This procedure shows you how to record your Primary or Alternate mailbox greetings. To start using Enterprise Edge Voice Messaging, 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 plays. 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 31.

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30 Greetings

To record your Primary or Alternate mailbox greeting:

Pswd: OTHR RETRY OK

0 new 0 saved PLAY REC ADMIN

Mailbox admin GREET PSWD QUIT

Greeting options REC CHOOSE CFWD

1. Press ƒ

·°⁄

to open your mailbox.

2. Enter your mailbox password and press OK or £.

Note: If you record a mailbox greeting from a

telephone that has not been assigned to your Personal mailbox, press shows the

Log:

prompt. When this prompt

OTHR

. The display

appears, enter your mailbox number and password. If you are using a single-line display telephone, press • at the

Pswd:

prompt to show the

prompt.

3. Press

4. Press

5. Press

ADMIN

GREET

REC

or ⁄.

or °.

or ¤.

Log:

Greeting: PRIME ALT PERS

Record new? YES NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

Mailbox admin GREET PSWD QUIT

6. Press

PRIME

or ⁄ to record the Primary mailbox

greeting. Press

ALT

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

or ⁄ and record your greeting at the tone.

8. Press OK or £ to end your recording.

9. Press OK or £ to accept the greeting. Press

⁄

to listen to the greeting. Press

RETRY

PLAY

or ¤ to

erase and re-record the greeting.

10. Press

to end this session.

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

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