Nortel Networks P0911621 User Manual
Enterprise Edge 2.0 Voice Messaging
Reference Guide
www.nortelnetworks.com
© 2000 Nortel Networks
P0911621 Issue 02
Contents
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
Programming a memory button with a feature code 22
Mailbox options 23
Main Mailbox menu and options 23
Mailbox Administration menu 23
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
4 Contents
Chapter 5 Greetings 25
Introduction 25
Types of mailbox greetings 25
Personal mailbox greetings 25
Information mailbox greetings 27
Recording a Primary or Alternate mailbox greeting 27
Choosing a Primary or Alternate mailbox greeting 29
Recording a Personalized mailbox greeting 30
Deleting a Personalized mailbox greeting 31
Recording an Information mailbox greeting 32
Chapter 6 Accessing your messages 33
Introduction 33
Receiving calls 33
Enterprise Edge Voice Messaging Never Full mailbox feature 33
Listening to your mailbox messages 34
About erased messages 36
Call Screening 37
Chapter 7 Sending messages 39
Introduction 39
Types of messages 39
Broadcast messages 39
Personal messages 39
About recording and sending a message 40
Using the Company Directory 40
Message delivery options 42
Assigning message delivery options using the Open Mailbox feature
43
Assigning message delivery options using the Leave Message feature
44
Recording and sending a message using the Open Mailbox feature 44
Recording and sending a message using the Leave Message feature 45
Replying to messages 46
Replying to an internal message sender 46
Replying to an external message sender 47
Sending a message to more than one recipient 47
Sending a message using a Group List 47
Forwarding a copy of a message to one or more recipients 48
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Chapter 8 Call Forwarding your calls 49
Introduction 49
Call Forwarding your calls to Enterprise Edge Voice Messaging 49
Setting up Call Forward remotely 49
Call Forward with Caller ID (CLID) 50
Chapter 9 Transferring calls 53
Introduction 53
Transferring calls to an Enterprise Edge Voice Messaging mailbox 53
Transferring a mailbox owner’s call to Enterprise Edge Voice
Messaging 54
Transferring calls from your mailbox to the Operator 54
Transferring calls from your mailbox to the Automated Attendant 55
Transferring a call to Custom Call Routing (CCR) 55
Outbound Transfer 56
Adding special characters to the destination number 56
Optimizing Outbound Transfer 58
Programming an Outbound Transfer telephone number when Enterprise
Edge Voice Messaging is behind PBX or Centrex+ 58
Setting up Outbound Transfer to a phone number 59
Setting up Outbound Transfer to an extension 59
Changing the Outbound Transfer parameters 60
Turning Outbound Transfer on and off 61
Contents 5
Chapter 10 Off-premise Message Notification 63
Introduction 63
About Off-premise Message Notification 63
Setting up Off-premise Message Notification to a phone number 64
Setting up Off-premise Message Notification to an extension 66
Setting up Off-premise Message Notification to a pager number 68
Changing Off-premise Message Notification 70
Changing Off-premise Message Notification parameters 70
Changing the destination type from a pager to a telephone or extension
72
Changing the destination type from phone or extension to a pager 73
Setting up Off-premise Message Notification to more than one destination
74
Deleting an Off-premise Message Notification destination number 76
Adding an Off-premise Message Notification destination number 77
Turning Off-premise Message Notification on and off 78
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
6 Contents
Chapter 11 Recording a call 79
Introduction 79
Using Call Record 79
Chapter 12 Enterprise Edge Voice Messaging Tips 81
Introduction 81
Enterprise Edge Voice Messaging Tips 81
Chapter 13 Troubleshooting 83
Introduction 83
Appendix A: Default values and tone commands 87
Default mailbox numbers for the General Delivery mailbox 87
DTMF tone commands for setting up Of f-premise Message Notific ation
87
Glossary 89
Index 95
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
How to use this guide
1
Introduction
Use the Enterprise Edge 2.0 Voice Messaging Reference Guide with the Enterprise
Edge 2.0 Voice Messaging Quick Reference Guide. The Enterprise Edge 2.0 Voice
Messaging Reference Guide gives you detailed information about using the
Enterprise Edge Voice Messaging system.
This chapter describes:
• How this guide is organized
• Conventions and symbols used in this guide
• Prerequisites
How this guide is organized
The Enterprise Edge 2.0 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 quitting 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 greetings. Explains how to record
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.
10. About Off-premise Message Notification Explains what Off-premise Message Notification is and
how to set up and change Off-premise Message
Notification.
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8 How to use this guide
Chapter Description
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 can 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.
.
You can press the
Prerequisites
If you are a new user, make sure you are familiar with how to operate Enterprise
Edge one line and two line display telephones. Refer to Enterprise Edge telephones
on page 9 and read the Enterprise Edge Telephone User Card.
For more information about Enterprise Edge Voice Messaging, ask your System
Administrator.
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Using Enterprise Edge Voice Messaging
2
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 use 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.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
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
once. 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 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
messages from your main extension telephone. Only an extension without a
mailbox assigned to it can be used as an Alternate extension.
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 50.) The message can be intercepted using the Interrupt Feature,
ƒ
message.
·°‡
Pswd:
OTHR RETRY OK
·°⁄
the same way that you access
, at any telephone as long as the caller is still leaving a
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Enterprise Edge ATA 2
You cannot use a telephone attached to an Enterprise Edge ATA 2 for Enterprise
Edge Voice Messaging System Administration tasks.
There is no Message Waiting Notification if you are using a telephone connected to
an Enterprise Edge ATA 2.
To access Enterprise Edge Voice Messaging features such as Leave Message or
Open Mailbox, call the Enterprise Edge Voice Messaging extension and follow the
voice prompts. You can determine the Enterprise Edge Voice Messaging extension
by pressing ƒ
with a display.
You can also press:
˚•·°⁄
•
or
˚•·°‚
•
Using Enterprise Edge Voice Messaging 11
·°fi
from any Enterprise Edge telephone equipped
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 of 16 characters on the command line of the Enterprise
Edge dialpad. The display shows up to16 characters. The prompt remains on the
display if you enter fewer than ten characters.
If you enter information where the prompt and the information is fewer than 16
characters, you can see both the prompt and the information you enter.
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:
Name:
•
Log:
•
Dest ph:
•
Pswd
command line prompt.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
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:
Name:
command line prompt disappears.
For example, if you enter 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 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 use 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 2.0 Voice Messaging Reference Guide P0911621 Issue 02
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 by
directing the caller to the Company Directory or the Operator.
The caller listens and then selects 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.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
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
lets the guest mailbox owner 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
Information mailboxes play informative messages to callers. Information
mailboxes do not have an operating Enterprise Edge extension, and callers cannot
leave a message in them. A voice prompt provides callers 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 27.
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 33.
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 87.
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.
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Setting up your mailbox
3
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.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
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
OK
or
£.
‚‚‚‚
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
or
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
or
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 2.0 Voice Messaging Reference Guide P0911621 Issue 02
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
••,
or in the UK press
°°
, during your greeting to open
your mailbox. At the voice prompt, enter your mailbox number, password and press
£
. Follow the voice prompts.
.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
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 can 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
or ›.
to end the session.
to open your mailbox.
£
.
.
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Company Directory
The Company Directory is a list of mailbox owners on the Enterprise Edge Voice
Messaging system. Before you can use your mailbox 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, tell your System
Administrator. The Company Directory feature can be disabled by the System
Administrator. If you do not know whether 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
P0911621 Issue 02 Enterprise Edge 2.0 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 the Targe t Attendant. For exampl e, “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
or
°
.
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.
£
.
to
CHNG
8. Press
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
®
to end the session.
Feature codes and mailbox options
4
Introduction
This chapter describes the Enterprise Edge Voice Messaging feature codes and
mailbox options including:
• Feature codes
• Programming a memory button with a feature code
• Mailbox options
Feature codes
The table Description of feature codes explains the purpose of each Enterprise Edge
Voice Messaging feature code. You can program the feature codes onto memory
buttons. For information, refer to Programming a memory button with a feature
code on page 22.
Description of feature codes
Feature code name Feature code buttons Description
Leave Message
Open Mailbox
Operator Status
Call Forward to
Enterprise Edge Voice
Messaging
Enterprise Edge Voice
Messaging extension
Transfer
Interrupt
Call Record
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
·°‚
·°⁄
·°¤
·°›
·°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
Messaging extension. You need to know
what the Enterprise Edge Voice Messaging
extension 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 message is
left in your mailbox.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
22 Feature codes and mailbox options
Note: If a caller who is 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 63.
Note: 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 56.
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 display shows
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 21.
The display shows that the button is programmed.
Repeat steps 1 through 5 for each Enterprise Edge
Voice Messaging feature code you want to program.
Use one of the paper labels that come with your Enterprise Edge telephone to
identify the programmed button. To use the feature, press the labeled button.
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Mailbox options
To access the main mailbox menu, refer to the table Main Mailbox menu and
options on page 23. The main mailbox menu options are described in the table Main
Mailbox options on page 23.
To access the mailbox administration menu, refer to Mailbox Administration menu
on page 23. The mailbox administration options are described in Mailbox
Administration options on page 24.
Main Mailbox menu and options
To access the main mailbox menu:
Feature codes and mailbox options 23
1. Press ƒ
Pswd:
OTHR RETRY OK
0 new 0 saved
PLAY REC ADMIN
Table 1 Main Mailbox options
Display
button
PLAY
REC
--
ADMIN
--
--
Dialpad
button
¤
‹
fl
°
‚
£
2. Enter your mailbox password and press OK or £.
3. The main mailbox menu options appear. Choose one
Description page
Listening to your mailbox messages (new messages). 34
Replying to messages. 46
Listening to your mailbox messages (saved messages). 34
Changing mailbox options. Refer to the Mailbox Administration
menu.
Talking to an operator if an operator is available. --
About the Automated Attendant. 13
·°⁄
to open your mailbox.
of the options shown in the table below.
23
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
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
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 24.
·°⁄
or °.
to open your mailbox.
24 Feature codes and mailbox options
Table 2 Mailbox Administration options
Display
button
--
GREET
PSWD
--
--
--
QUIT
Dialpad
button
⁄
¤
›
fi
fl
°
•
Description page
Recording or changing your name in the Company Directory. 19
Choosing a Primary or Alternate mailbox greeting. 29
Changing your mailbox password. 18
Assigning a Target Attendant. The Target Attendant answers
the call if a caller presses ‚ during the call. The Target
Attendant overrides the Designated Operator.
About Off-premise Message Notification. 63
Outbound Transfer. 56
Quitting the Mailbox Administration menu and returning to
the Main menu.
20
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Greetings
5
Introduction
This chapter describes mailbox greetings and how to record them. This chapter
includes:
• Types of mailbox greetings
• Recording a Primary or Alternate mailbox greeting
• Choosing a Primary or 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.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
26 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.”
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Greetings 27
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 a Primary or 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
a Primary or Alternate mailbox greeting on page 29.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
28 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 one 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.
or
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
Choosing a Primary or Alternate mailbox greeting
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
accepts messages. If you choose Y (yes) your mailbox receives messages 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 fast forward the message, they hear a voice prompt
that says this is a special greeting
Greetings 29
• if a caller presses a button to send a fax, the fax goes 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:
·°⁄
to open your mailbox.
or °.
or ¤.
or ¤ to choose a greeting.
or ⁄ to choose the Primary mailbox
ALT
or ¤ to choose the Alternate
Pswd:
OTHR RETRY OK
0 new 0 saved
PLAY REC ADMIN
Mailbox admin
GREET PSWD QUIT
Greeting options
REC CHOOSE CFWD
Use greeting:
PRIME ALT QUIT
1. Press ƒ
2. Enter your mailbox password and press OK or £.
3. Press
4. Press
5. Press
6. Press
ADMIN
GREET
CHOOSE
PRIME
greeting. Press
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.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
30 Greetings
Accept msgs:Y
CHNG OK
7. If you choose the Alternate mailbox greeting, you are
asked whether the mailbox accepts messages. Press
CHNG
to toggle from yes to no. If you choose Y (yes)
then the mailbox can receive messages. 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 choose a greeting that is not yet recorded, you are transferred back to
the greeting options menu to record the greeting.
Recording a Personalized mailbox greeting
If your company subscribes to a CLID service, you can record a Personalized
mailbox greeting. For more information about CLID, ask your System
Administrator. A Personalized mailbox greeting plays only for a person calling
from the phone number that you designate. For the Personalized mailbox greeting
to play, the phone number you enter must match the caller’s phone number exactly.
You can record up to three Personalized mailbox greetings, but each greeting can
be assigned to only one phone number.
If you record a Personalized greeting, program your mailbox to receive messages
and choose an Alternate mailbox greeting, the Personalized greeting takes
precedence over any other greetings. If you program your mailbox not to receive
messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting
takes precedence over any other greeting, including Personalized mailbox
greetings.
To record a Personalized mailbox greeting:
·°⁄
or °.
¤
or
to open your mailbox.
.
Pswd:
OTHR RETRY OK
0 new 0 saved
PLAY REC ADMIN
Mailbox admin
GREET PSWD QUIT
Greeting options
REC
CHOOSE CFWD
1. Press ƒ
2. Enter your mailbox password and press OK or £.
3. Press
4. Press
5. Press
ADMIN
GREET
REC
or ⁄.
Greeting:
PRIME ALT PERS
Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02
6. Press
PERS
greeting.
or ‹ to record a Personalized mailbox
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