Panasonic courier manager Guide

messaging made easy

messaging system

windows 98

windows n t

courier

manager

TABLE OF CONTENTS

INTRODUCTION .........................................................................................................................4

ADVANTAGES OF WINDOWS PLATFORM OVER DOS .....................................................................4

WINDOWS KNOWLEDGE NEEDED TO INSTALL AND SUPPORT COURIER......................................4

ABOUT THE COURIER VOICE PROCESSING SYSTEM.................................................... 5

COURIER....................................................................................................................................... 6

COURIER PLUS ............................................................................................................................8

COURIER UMS ...........................................................................................................................10

GETTING STARTED: PHYSICAL INSTALLATION........................................................... 13

TWO-PORT COURIER SCHEMATIC............................................................................................14

FOUR-PORT COURIER PLUS SCHEMATIC ................................................................................ 15

FOUR-PORT COURIER UMS SCHEMATIC .................................................................................16

API INTEGRATION ......................................................................................................................18

Call Record............................................................................................................................ 18

Off Hook Voice Announce......................................................................................................18

GETTING STARTED: SOFTWARE PROGRAMMING....................................................... 20

DBS PROGRAMMING ..................................................................................................................20

Telephone System Programming for API Integrated DBS Series.......................................... 20

Telephone System Programming for In-Band Integrated DBS Series ...................................22

Telephone System Configuration for In-Band Integrated 576 Series ....................................23

CONSIDERATIONS FOR THIRD-PARTY VOICE MAIL ..................................................................... 24

COURIER PROGRAMMING ................................................................................................... 25

BOOTING THE APPLICATION........................................................................................................ 25

OPENING COURIER UI & LOGIN ......................................................................................... 30

LOGIN..........................................................................................................................................31

PORTS.........................................................................................................................................32

CONFIRM COURIER ANSWERS TELEPHONE ..............................................................................32

HELP FILE ACCESS......................................................................................................................32

COURIER BASIC SET-UP INTERFACE ........................................................................................33

System Parameters.................................................................................................................34

Voice Mail Parameters .......................................................................................................... 35

PBX Parameters ....................................................................................................................35

Port Specific Parameters ....................................................................................................... 36

Mailboxes ..............................................................................................................................37

Mailbox Maintenance............................................................................................................42

Name Directory .....................................................................................................................57

System Greetings ...................................................................................................................60

System Greeting Schedules .................................................................................................... 63

System Greetings by Port....................................................................................................... 65

System Greeting Schedule by Trunk ......................................................................................66

Audiotex................................................................................................................................. 67

SYSTEM ADMINISTRATOR OPTIONS FROM THE TELEPHONE ................................ 76

BASIC DISPLAY AND NON-DISPLAY PHONE USE........................................................... 77

FIRST TIME USER SETUP ......................................................................................................78

PanaVoice Courier Installation Manual 1

COURIER QUICK REFERNCE CARD................................................................................... 79

IVR PROCESSING ..................................................................................................................... 80

IVR PARAMETERS ......................................................................................................................80

IVR NUMBER MAINTENANCE.....................................................................................................82

TRANSLATION NUMBERS ..................................................................................................... 84

BROWSE .....................................................................................................................................84

Guidelines.............................................................................................................................. 84

ADD............................................................................................................................................ 85

DELETE....................................................................................................................................... 86

STATISTICAL REPORTS......................................................................................................... 87

TRAFFIC......................................................................................................................................88

MAIL BOX SUBSCRIBER REPORT................................................................................................. 88

SYSTEM STATISTICS / EXECUTIVE SUMMARY REPORT (BY PORTS).............................................. 88

AUTOMATED ATTENDANT / CALL BREAKDOWN .........................................................................88

AUTOMATED ATTENDANT / SUBSEQUENT TRANSACTIONS.......................................................... 89

MESSAGE CENTER TRAFFIC (FOR ALL PORTS)............................................................................. 89

EXTENSION REPORT.................................................................................................................... 90

MENU REPORT............................................................................................................................90

UTILITIES................................................................................................................................... 91

PURGE OLD MESSAGES............................................................................................................... 91

DISTRIBUTION LISTS .............................................................................................................92

DISTRIBUTION LIST MAINTENANCE ............................................................................................92

PARAMETERS ........................................................................................................................... 94

SYSTEM PARAMETERS ................................................................................................................ 94

AUTOMATED ATTENDANT PARAMETERS ....................................................................................98

VOICE MAIL PARAMETERS ....................................................................................................... 101

AUDIOTEX PARAMETERS .......................................................................................................... 105

PBX PARAMETERS ...................................................................................................................107

OPERATOR PARAMETERS .......................................................................................................... 110

PORT SPECIFIC PARAMETERS ....................................................................................................112

TRANSACTION STATISTICS ...............................................................................................114

PBX WIZARD ...........................................................................................................................115

NIGHTLY MAINTENANCE ROUTINES ............................................................................. 115

DATA FILES BACK-UP TO THE A: DRIVE...................................................................................116

EXECUTION OF DAYSTATS.BAT FILE .........................................................................................116

MESSAGE MAINTENANCE .........................................................................................................116

INDEX FILE MAINTENANCE ....................................................................................................... 116

OPTIONS ...................................................................................................................................116

FORCE USER TO LOGIN ON STARTUP ........................................................................................116

LOG ALL ACTIVITY TO FILE .......................................................................................................117

AUTO LOGOFF .......................................................................................................................... 117

COURIER FILES & FOLDERS.............................................................................................. 118

NETWORKING: NOVELL, NT & 98 SE.............................................................................. 120

PanaVoice Courier Installation Manual 2

INSTALLING A REMOTE USER INTERFACE..................................................................122

INSTALLING UPDATES TO SOFTWARE ..........................................................................123

INSTALL SHIELD INSTALLATIONS.............................................................................................. 123

SELF-EXTRACTING ZIP FILES....................................................................................................123

SETTING THE JUMPERS .............................................................................................................. 124

CONFIGURATION OF HARDWARE ................................................................................... 125

JUMPERS ................................................................................................................................... 125

PHYSICAL INSTALLATION OF HARDWARE FOR UPGRADE .......................................................... 125

Machine Disassembly .......................................................................................................... 125

DRIVER CONFIGURATION.......................................................................................................... 126

NON-API SETUP AND TEST ROUTINE ..............................................................................129

API SETUP AND TEST ROUTINE ........................................................................................ 129

API SETUP AND TEST ROUTINE ........................................................................................ 130

PCANYWHERE ........................................................................................................................ 131

RHETOREX ACCUCALL PLUS FOR WINDOWS ............................................................. 132

PURPOSE OF ACCUCALL PLUS FOR WINDOWS ...........................................................................132

USING ACCUCALL PLUS FOR WINDOWS.................................................................................... 132

LEARN NEW TONE COMMAND (TOOLS MENU) .........................................................................132

LEARN NEW TONE DIALOG BOX............................................................................................... 133

LEARNING…DIALOG BOX ........................................................................................................133

APPENDIX 1 – AUDIOTEX MAINTENANCE WORKSHEET.......................................... 134

IOM 999 – FIRST LEVEL CHOICES .................................................................................... 134

NEXT LEVEL CHOICES.......................................................................................................135

INDEX ........................................................................................................................................136

PanaVoice Courier Installation Manual 3

INTRODUCTION

ADVANTAGES OF W INDOWS PLATFORM OVER DOS

Panasonic is a leader in providing 32-bit architecture for Microsoft Windows 98 and NT,
with significant advantages for the user. Those advantages include:

• Online System Administration while System is taking calls

• Pop-up Menus for ease of System Set-up

• Graphic Computer Program for easy point-and-click desktop messaging and

phone management

• On-Screen Help Files context-sensitive via F1 access

• Remote diagnostics access for Trouble Shooting and/or Administration

Additional system attributes include:

• PBX Wizard for selection from predefined PBX Set-Up configurations

• Caller ID options

• Nightly automatic Dat file down-load to floppy drive

• LAN connectivity

• Internet connectivity

• Access to 90,000 mailboxes

• Extensive Class of Service customization

W INDOWS KNOWLEDGE N EEDED TO I NSTALL AND SUPPORT
COURIER

To install and support the PanaVOICE Courier, it is necessary to have:

• A basic working knowledge of Windows 95/98/NT.

• Familiarity with the task bar, the ‘Start’ button, and how to use Windows Explorer.

• A comfort level with using the ‘mouse’ and a cursory knowledge of right and left

‘mouse’ button controls.

• An understanding of ‘Network Neighborhood’ properties and TCP/IP settings.

If the system is to be installed onto a network with client software installed remotely, such
as the Courier UI (User Interface) or the Mail Quest, a more extensive familiarity with
Microsoft networking will be needed.

PanaVoice Courier Installation Manual 4

ABOUT THE COURIER VOICE PROCESSING SYSTEM

The PanaVOICE Courier Voice Processing System is a comprehensive Automated
Attendant and Voice Mail application designed to deliver solutions for almost any
customer application. The Courier line is comprised of three distinct systems, and is
based on Microsoft’s Windows Operating System to take full advantage of Microsoft’s
multi-tasking capabilities and tools.

Each Courier platform can be configured as a stand-alone system to provide robust voice
processing functionality, or can be connected to your office Local Area Network (LAN).
Each Courier platform comes equipped with a Network Interface Card (NIC), so even if a
company is not LAN-ready today, the Courier is. Each platform utilizes this NIC for
different functions, which are explained later.

The three distinct Courier platforms have been designed to meet individual market
segments and customer applications from both a hardware standpoint, as well as
software. In addition, the various PC’s and components have been configured to meet
with our pricing strategy for these three segments.

The following information will give you a general understanding of these three platforms,
including some detailed information on the hardware specifications:

Courier – Suitable for all In-Band integrated systems. Panasonic API integration
includes all functionality excluding telephone display screens. Two to eight ports.
Ports terminate in RJ-14 phone jacks. Windows 98 SE operating system.

Courier Plus – Suitable for all In-Band integrated systems. Panasonic API
integration includes all functionality including telephone display screens. Four to 16
ports. Ports terminate in RJ-14 jacks. Windows 98 SE operating system.

Courier UMS – Suitable for In-Band integrated systems. Panasonic API
integration includes all functionality including telephone display screens. Four to 32
ports. Ports terminate in RJ-14 connectors. Windows NT Workstation Operating
System.

All station connections to Courier voice processing systems will be analog. Ideally, you
will terminate the voice mail extensions into RJ-14 jacks. A single phone cord can then
run from the Courier to the wall jack for each two ports installed.

PanaVoice Courier Installation Manual 5

C OURIER

• 2 Ports to 8 Ports

• Windows 98 SE Operating System

• In-Band Integration with all Telephone Systems

• API Integration includes all functionality excluding telephone display screens

The Courier model provides exceptional value with its Windows 98 SE operating system
and its Auto Attendant and Voice Messaging functionality for smaller telephone system
configurations. The Courier model is available in 2 and 4 port base units, and can
expand up to 8 ports as business needs require.

As a standard feature of the Courier, a network Interface Card is built-in, which can be
easily connected to your Network or directly to an individual office PC. This standard
feature provides access to the Courier’s programming user interface so that the system
can be administered right from the System Administrators desktop.

Courier platforms having four (4) or more ports come equipped with a modem and PC
Anywhere. The Courier two-port platform does not come equipped with a modem,
however these useful tools can be purchased as an option. The modem and software
also give access to the Courier programming from remote locations.

An API (Application Processing Interface Card) can be added as an option to the DBS
phone system and connected to the Courier model to provide call recording, off-hook
voice announcement, and trunk mapping. The Courier model does not provide for any
Display Screen Integration. The following details the Courier hardware specifications:

The Courier motherboard supports up to seven expansion cards, all of which can be full
length ISA cards, on an industry standard Baby AT format motherboard. Its compact
size, high reliability and large number of expansion slots makes it an ideal alternative to
expensive passive back-plane system architectures.

FEATURES

♦ Long and stable product life cycle
♦ 7 expansion slots; supports up to 7 full length ISA cards
♦ Baby AT industry standard form factor
♦ High quality, long life components
♦ ISO 9002 certified manufacturing process
♦ Network Interface Card

PROCESSOR

♦ AMD 133 MHz

HARD DRIVE

♦ 1 GB Minimum

FLOPPY DRIVE

♦ 1.44 MB

PanaVoice Courier Installation Manual 6

ISA NETWORK INTERFACE CARD

♦ 10 MB

SYSTEM MEMORY

♦ 32 MB in three 72-pin SIMM sockets

CONNECTORS

♦ 2 serial ports
♦ 1 parallel port
♦ 2 IDE connectors
♦ 1 floppy connector
♦ 1 mini-DIN-6 PS/2 mouse,
♦ 1 AT keyboard connector

EXPANSION SLOTS (6-1-0)

♦ Six 16 bit ISA slots
♦ One shared 32-bit PCI/8-bit ISA slot

PCB

♦ Four layer, Baby AT form factor
♦ 9.84" (25 cm) x 8.66" (22 cm)

PanaVoice Courier Installation Manual 7

C OURIER PLUS

• 4 Ports to 16 Ports

• Windows 98 SE Operating System

• In-Band Integration with all Telephone Systems

• Full API Integration

The Courier Plus model is also based on Microsoft’s Windows 98 SE Operating System,
but delivers the next level of performance and additional expansion capability. The
Courier Plus’s added functions are delivered as a result of a minimun 300 MHz
processor and standard 32 MB of memory for optimum performance, and also come
equipped with 4 built-in cooling fans

As a standard feature of the Courier Plus, a net work Interface Card is built-in, which can
be easily connected to your Network or directly to an individual office PC. This standard
feature provides access to the Courier’s programming user interface so that the system
can be administered right from the System Administrators desktop.

This platform comes equipped with an internal 56K modem and PC Anywhere software
for the purpose of remote access to the User Interface.

For advanced integration with the DBS phone system, the Plus can also accommodate
the DBS API as an option. This integration, among other things, provides both small and
large screen telephone display information. This display permits access to the various
features of the voice processing system without having to remember a wide variety of
codes, resulting in a very user friendly system.

The Courier Plus system can also provide Fax capabilities such as detect and routing.

Through the Courier Plus’s built-in 10MB Network Interface Card, the system can be
connected to your office LAN to Integrate your voice, and text messages directly on the
users PC screen. This is accomplished by adding the Courier Mail Quest application to
any of the users PC’s. This application permits users to listen, forward, delete, etc. voice,
and text messages by the click of their mouse.

The Courier Plus provides a choice of 4, 8, 12, or 16 ports base models. The following
details the Courier Plus hardware specifications:

The Courier Plus platform has the ability to support up to six ISA expansion cards on an
industry standard Baby AT format motherboard. In addition, it offers many features
designed specifically for industrial applications.

FEATURES

♦ Long and stable product life cycle
♦ 7 expansion slots; supports up to 6 full length ISA cards
♦ Baby AT form factor
♦ Monitors fan, temperature, and power supply voltages
♦ High quality, long life components
♦ ISO 9002 certified manufacturing process
♦ Network Interface Card
♦ Internal 56K Modem & PC Anywhere

PanaVoice Courier Installation Manual 8

PROCESSOR

♦ AMD 300 MHz Minimum

HARD DRIVE

♦ 6.4 GB Minimum

FLOPPY DRIVE

♦ 1.44 MB

ISA NETWORK INTERFACE CARD

♦ 10 MB

SYSTEM MEMORY

♦ 32 MB

CONNECTORS

♦ 2 connectors for external USB ports
♦ 2 serial ports
♦ 1 parallel port
♦ 2 IDE connectors
♦ 1 floppy connector
♦ 1 PS/2 mouse port
♦ 1 PS/2 or AT keyboard port
♦ 1 12-pin standard AT power supply connector
♦ 1 20-pin ATX power supply connector

EXPANSION SLOTS

♦ 5 dedicated 16-bit ISA slots
♦ 1 shared ISA/PCI slot
♦ 1 dedicated PCI slot

PanaVoice Courier Installation Manual 9

C OURIER UMS

• 4 Ports to 32 Ports

• Windows NT Operating System

• In-Band Integration and Full API Integration

The Courier UMS model is based on Microsoft Windows NT Workstation Operating
System and runs on an advanced industrialized PC platform with its Intel Pentium II
Minimum 350 Processor and standard 64 MB of memory. It can be configured as a
stand-alone system, or connected to your LAN (through its built-in NIC) to provide
Unified and Integrated Messaging functionality.

The UMS platform also comes equipped with an internal 56K modem and PcAnywhere
software for the purpose of remote access to the User Interface.

The Courier UMS platform uses PCI voice board technology, which allows this system
more flexible growth opportunities. There are two types of PCI boards that are used, a 4
port & an 8 port. This high-density card allows us to use one hardware PC platform to
provide growth from 4 to 32 ports. Only 4 PCI slots are required to get a maximum of 32
ports!

Just like the Plus, the Courier UMS system can be configured to use the DBS’s optional
API card for maximum system integration. This digital connection also enables quicker
processing of calls through the Courier thereby maximizing port utilization.

The UMS comes in base configurations of 4, 8, 12, 16, 24, & 32 ports. The following
details the Courier UMS hardware specifications:

FEATURES

♦ Long and stable product life cycle
♦ 4 expansion slots; 3 PCI, 1 shared
♦ NLX v1.2 form factor
♦ Minimal jumper design
♦ High quality, long life components
♦ 100 MHz Front Side Bus (FSB)
♦ ISO 9002 certified manufacturing process
♦ Network Interface Card
♦ Internal 56K Modem & Remote Software
♦ High Density PCI Voice Boards

PROCESSOR

♦ Pentium II Processor 350 MHz

HARD DRIVE

♦ 6.4 GB Minimum

FLOPPY DRIVE

♦ 1.44 MB

PanaVoice Courier Installation Manual 10

ISA NETWORK INTERFACE CARD

♦ 10/100 Mbit/sec LAN hardware

SYSTEM MEMORY

♦ Three 168-pin DIMM sockets
♦ 64 MB of synchronous DRAM (SDRAM)

CONNECTORS

♦ 2 connectors for external USB ports
♦ 2 serial ports
♦ 1 parallel port
♦ 2 IDE connectors
♦ 1 floppy connector
♦ 1 PS/2 mouse port
♦ 1 PS/2 or AT keyboard port
♦ 1 12-pin standard AT power supply connector
♦ 1 20-pin ATX power supply connector

EXPANSION SLOTS

♦ 3 PCI slots
♦ 1 shared ISA/PCI slot

PanaVoice Courier Installation Manual 11

The following chart is a quick view of the major elements of each system, and how they
may differ in certain categories:

COURIER COURIER PLUS COURIER UMS

Base System

Expansion
Increments

Expansion Limit

Operating System

Processor Speed

Memory

ISA Slots

PCI Slots

Shared PCI/ISA

Cooling Fans

Hard Drive

Hours of Storage

Mailboxes

Data Files Nightly
Back-Up

Hard Drive Mirror
Back-Up

2 & 4 Port 4,8,12, & 16 Port 4,8,12,16,24, & 32 Port

2 or 4 Port
Increments

2 Ports: 8 Ports

4 Ports: 8 Ports

Windows 98 SE Windows 98 SE Windows NT Workstation

133 MHz 300MHz Minimum 350 MHz Minimum

32 MB 32 MB 64 MB

65N/A

N/A 1 3

111

444

1 GB (minimum) 6.4 GB (minimum) 6.4 GB (minimum)

Up To 40 Hours Up To 550 Hours Up To 550 Hours

Not Restricted Not Restricted Not Restricted

Standard Standard Standard

N/A Optional Optional

2 or 4 Port
Increments

16 Ports 32 Ports

4 & 8 Port Increments

Color Monitor
Package

Modem & Remote
Software

Floppy Drive

API Integration

Fax Detect & Route

Courier Mail Quest

Network Interface
Connection

Integrated
Messaging

Unified Messaging

Three-Year Warranty

Optional Optional Optional

Optional – 2 ports

Standard – 4 ports

Standard Standard Standard

Full Functionality

No Display Screens

Standard Standard Standard

N/A Optional Optional

Standard 10MB Standard 10MB Standard 100MB

N/A Optional Optional

N/A N/A Optional

Standard Standard Standard

Standard 56K

PC Anywhere

Full Functionality Full Functionality

Standard 56K

PC Anywhere

PanaVoice Courier Installation Manual 12

GETTING STARTED: PHYSICAL INSTALLATION

The following information is provided to assist you in setting up the physical elements of
the Courier systems and the DBS.

1. Confirm the inclusion of all parts

Part Description Qty

Computer Computer with pre-loaded Courier Software. 1

AC Cord AC power cord to connect to standard 110 V AC 50/60 Hz

Security Key Security “key” required for Courier to function. 1

Windows 98
SE & Windows
NT Software

Accessory Kit Courier and Courier Plus systems Include screws and

Modem
Manual

Video Card
Manual

Mother Board
Manual

Video Card
Manual

receptacle.

Includes Windows 98 SE Windows NT book, registration card
and Windows 98 SE Windows NT recovery CD-ROM.

washers for mounting a CD-ROM drive and the Courier UMS
also includes fastening screws to stabilize the installation of
additional voice boards.

Modem specifications and usage instructions are
documented in this manual

Network Card specifications and usage instructions are
documented in this manual.

Mother Board Specifications are documented in this manual. 1

Video board specifications are documented in this manual. 1

1

1

1

1

1

Note: A PS2 type Mouse, IBM AT type keyboard (Courier & Courier Plus) PS2 keyboard for Courier
UMS and a SVGA type monitor is required during the initial installation of the Courier system. These
items are not included with the system and must be purchased separately.

2. Plug in the Keyboard, Mouse, Monitor and Security Key

The connectors can be located by referring to diagram C001 for Courier and C002 for
Courier Plus and C003 for Courier UMS units.

Install the security key onto the back of the Courier system. The security key is
located in a plastic bag along with other system hardware. Use a screwdriver to
secure the key to the Courier system. Installation of this key is imperative to Courier
operation.

3. Connect the female end of the AC Power cord into the Courier.

(Again by following the appropriate diagram) and then plug the male end into a standard
110 V AC 50/60 Hz receptacle.

Line drawings of each of the three systems (Courier, Courier Plus, and Courier UMS) are
provided on the next three pages. These drawings will assist you in identifying the
various connectors and cards equipped on each system.

In addition, these drawings also detail the proper pin configuration of the various voice
boards that are used.

PanaVoice Courier Installation Manual 13

TWO-PORT COURIER SCHEMATIC

PanaVoice Courier Installation Manual 14

F OUR-PORT COURIER PLUS SCHEMATIC

PanaVoice Courier Installation Manual 15

F OUR-PORT COURIER UMS SCHEMATIC

PanaVoice Courier Installation Manual 16

4. Equip the DBS System with the appropriate hardware.

Use the table below as a guide to make sure you have all the DBS hardware necessary
for a complete installation.

Courier,
Courier Plus,
Courier UMS

1-4 Ports

DBS Type Model Number API Non-

VB-4970IP

DBS

824

DBS

DBS

576

(API)

VB-43709

(SLT Adapter)

VB-42551 1 0 1 0 1 0 1 0 N/A N/A

VB-4970IP

(API)

VB-43621A

(AEC)

VB-2089P

(SLT Ringer)

VB-43431

(MFR)

VB-43709

(SLT Adapter)

VB-43551 1 0 1 0 2 0 3 0 4 0

VB-44131

(API)

VB-44620

(AEC)

VB-44513 1 0 1 0 2 0 3 0 4 0

API

1 0 1 0 N/A N/A N/A N/A N/A N/A

1 1 2 2 N/A N/A N/A N/A N/A N/A

11111110N/AN/A

11112223N/AN/A

01010101N/AN/A

01010101N/AN/A

0 1 0 2 0 N/A N/A N/A N/A N/A

1010101010

1111223344

Courier,
Courier Plus,
Courier UMS

5-8 Ports

API Non-

API

Courier Plus,
Courier UMS

8-16 Ports

API Non-

API

Courier UMS

17-24 Ports

API Non-

API

Courier UMS

25-32 Ports

API Non-

API

PanaVoice Courier Installation Manual 17

API INTEGRATION

The API connection to the Panasonic DBS/576 phone system provides the Courier
with a high-speed, digital link to the telephone system. This allows for very fast and
accurate call progress detection and message waiting indication. In addition, the
following enhancements are provided:

• Trunk mapping

• Utilization of the Call Record feature

• Off Hook Voice Announce from Courier when a second call comes in and is

directed to a busy station

• Caller ID information presented on calls and attached to voice messages

• Enhanced display screen interface on both large and small screen telephones

(Courier Plus and Courier UMS only)

• Message Lights are controlled via the API link which relieves a port of that duty

All station connections to Courier voice processing systems will be accomplished through
analog ports from the DBS for voice paths. Ideally, for the Courier and Courier Plus, you
will terminate the voice mail extensions into RJ-14 jacks. A single phone cord can then
run from the Courier to the wall jack for each 2 ports installed.

All API integrated systems connect via the 9 pin RS-232 port on the rear of the Courier
unit. A proprietary 9 pin to 25 pin API cable must be used to connect the port with the
RS-232 connector on the telephone system. The RS-232 connector will be clearly
marked as ‘API’ and will also be labeled ‘COM1’.

The Integrated version with API and CPC-M/B has an 8-port maximum, and the CPC-B &
EX with API has a 16-port maximum. The API integration allows for features such as
large and small screen visual menus, easy message access, light indication without
using a voice port, message scheduling by trunk, the call record feature, and OHVA (Off
Hook Voice Announce) from Courier.

Because the API is being used, the telephone system has a direct digital link to the
Courier. This allows for faster integration because the API is exchanging information to
and from the Courier directly to the backplane of the DBS telephone system.

CALL RECORD

The Call Record feature, which is available on all API Integrated Systems, will allow a
user to press a record key on their telephone to start recording their telephone
conversation. The recorded message will be saved as a new message in the user’s
voice mailbox.

OFF HOOK VOICE ANNOUNCE

The Off Hook Voice Announce feature can now be accomplished through the Courier.
If your extension is busy, the Courier can dial “5” and announce the call. You have the
option of:

♦ Accepting the call,
♦ Sending the caller to your mailbox to leave a message, or
♦ Allowing the call to queue until you finish your current call.

PanaVoice Courier Installation Manual 18

5. Wire the DBS analog ports to the voice boards.

The order of the voice board connectors is clearly marked on the back of the PC
adjacent to each board.

IT IS IMPERATIVE THAT PORTS FROM THE DBS BE CONNECTED TO THE
VOICE BOARDS IN SEQUENTIAL ORDER.

YOU MUST MATCH THE LOWEST DBS PORT YOU ARE USING TO THE
LOWEST VOICE BOARD PORT AND CONTINUE IN SEQUENTIAL ORDER.

For example, if you are using ports 9,10,11 and 12 of the DBS, port 9 should be
connected to Port 1 of the voice board, port 10 to port 2 of the voice board and so on.

The Courier and Courier Plus Systems use 2- and 4-port ISA voice boards depending on
the configuration. The 2-port voice boards have two connectors handling 1 port each and
are clearly designated on the back of the PC adjacent to the voice board. In the case of
a 2-port voice board, the center pair of the connector must be connected to the DBS
analog port. Refer to diagram C001 for the pin configuration of these connectors.

In the case of a 4-port voice board, there are also 2 connectors on the voice board.
These will also be clearly marked on the PC. In this case, the center pair of each
connector is the first port of that connector and the outer pair is the second. Since the
Courier Plus system uses the same connector types, you can refer to diagram C002 for
the pin configuration.

The Courier UMS uses both 4- and 8-port PCI voice boards depending on the
configuration. The Pin configuration is the same as the Courier and Courier plus units in
that the center pair of the first connector is port 1; the outer pair is port 2 and so on for
each connector. For an example of the pin configuration of a 4-port Courier UMS, refer
to diagram C003.

PanaVoice Courier Installation Manual 19

GETTING STARTED: SOFTWARE PROGRAMMING

This section will describe details and explanations regarding the Courier and DBS
software programming logic to assist you in understanding the step-by-step process of
programming customer applications.

DBS PROGRAMMING

TELEPHONE SYSTEM P ROGRAMMING FOR API INTEGRATED DBS
S

ERIES

SET THE API SLOT ASSIGNMENT.

For the DBS 824:

♦ Press FF1
♦ Dial 2# 1# 19#
♦ Enter 1

For the DBS 40/72/96:

♦ Press FF1
♦ Dial 2# 1# 20#
♦ Enter 1

ST

Extension Port # Courier voice mail is installed on

ST

AEC is being used followed by the #

SET THE CALL FORWARD NO ANSWER TIMER

♦ Press FF1
♦ Dial 3# 17# 4#

PROGRAM THE “VOICE MAIL TONE” PARAMETER TO RETURN BUSY TO THE COURIER.

♦ Press FF1
♦ Dial 2# 1# 21#
♦ Enter 1#

ASSIGN A TERMINAL TYPE TO THE VOICE MAIL EXTENSION PORTS.

♦ Press FF3
♦ Enter the first voice mail extension port number
♦ Dial 2# (“Tel Set Type” appears)
♦ Enter “41” as the terminal type for the first port
♦ Press Hold to go to next port number using 42-56

Note: It is imperative that all ports used be sequential.

PanaVoice Courier Installation Manual 20

PUT THE VOICEMAIL EXTENSION PORTS IN A HUNT GROUP.

♦ Dial FF4
♦ Enter 3# (Hunt Group Number)# 1#
♦ Enter the Pilot number #
♦ Dial 0# for Terminal Hunting
♦ Press # 2 times
♦ Enter VM pilot number # as transfer extension
♦ Enter VM extension # from low to high
♦ Hit the # key after each entry

SET PERMANENT FORWARDING FOR EACH EXTENSION.

♦ Press FF3
♦ Enter the extension port number you wish to forward
♦ Dial 42#
♦ Enter the type of forwarding followed by the #
♦ Enter voicemail pilot number followed by the # sign
♦ Repeat steps for each extension

PROGRAMMING THE VOICE MAIL TRANSFER KEY ON API INTEGRATED SYSTEMS.

♦ Press FF5
♦ Enter 1st port # of the phone to be programmed
♦ Enter the FF key number to be programmed
♦ Press Conf’ Prog Auto Auto VM Pilot Number #
♦ Press ‘Hold’ to advance to the next port

PROGRAMMING A CALL RECORD KEY ON API INTEGRATED SYSTEMS

♦ Press FF5
♦ Enter 1

st

port # of the phone to be programmed

♦ Enter the FF key number to be programmed
♦ Press Conf Prog Auto FF11 VM Pilot Number, #
♦ Press ‘Hold’ to advance to the next port

PanaVoice Courier Installation Manual 21

TELEPHONE SYSTEM P ROGRAMMING FOR IN -BAND INTEGRATED
DBS SERIES

PROGRAM THE “VOICE MAIL TONE” PARAMETER TO RETURN BUSY TO THE COURIER.

♦ Press FF1
♦ Dial 2# 1# 21#
♦ Enter 0#

ASSIGN A TERMINAL TYPE TO THE VOICE MAIL EXTENSION PORTS.

♦ Press FF3
♦ Enter the first voice mail extension port number
♦ Dial 2# (“Tel Set Type” appears)
♦ Enter “10” as the terminal type for DB Series. (Enter “15” as the terminal type for the

824.)

♦ Press Hold to go to the next port number

PUT THE VOICEMAIL EXTENSION PORTS IN A HUNT GROUP.

♦ Dial FF4
♦ Enter 3# (Hunt Group Number)# 1#
♦ Enter the Pilot number #
♦ Dial 0# for Terminal Hunting
♦ Press # 2 times
♦ Enter the VM pilot # as the transfer extension
♦ Enter the VM extension # in order, from low to high
♦ Hit the # key after each entry

SET PERMANENT FORWARDING FOR EACH EXTENSION.

♦ Press FF3
♦ Enter the extension port number you wish to forward.
♦ Dial 42#
♦ Enter type of forwarding followed by the number 2 (or 3)
♦ Enter the VM pilot number followed by the # sign
♦ Repeat steps for each extension

SET CALL FORWARD ID CODES FOR INDIVIDUAL EXTENSIONS.

♦ From a phone, hit on/off Prog Auto *
♦ Enter the extension # you forwarded to voice mail
♦ Enter # and the extension number
♦ Press Hold
♦ Repeat for each extension forwarded to VM

Note: For In-Band integrated Courier voice mail, use *4 plus the extension number to light the
message waiting light and *5 plus the extension number to cancel the message light. This must
be done from the same port.

PanaVoice Courier Installation Manual 22

TELEPHONE SYSTEM C ONFIGURATION FOR IN -BAND I NTEGRATED
576 SERIES

SET EXTENSION NUMBERS FOR VOICE MAIL PORTS

♦ Press FF3
♦ Dial 0 BSSC 02 HOLD (Extension Number) BLK DOWN
♦ Repeat for each VM: extension number BLK DOWN

PROGRAM SLT VOICE MAI L CONNECTION

♦ Press FF3
♦ Dial 0 BSSC 04 06 HOLD 1 BLK DOWN
♦ Repeat for each voice mail port

SET LOOP DISCONNECT SIGNAL

♦ Press FF3
♦ Dial 0 BSSC 04 20 HOLD 1 BLK DOWN
♦ Repeat for each voice mail port

ASSIGN CLASS OF SERVICE ON EACH VOICE MAIL PORT.

♦ Press FF3
♦ Dial 0 BSSC 07 HOLD 15 BLK DOWN
♦ Repeat for each VM: extension 15 BLK DOWN

SETUP HUNT GROUP

♦ Press FF5
♦ Dial 1 (Hunt Group Number) 01 HOLD 1 HOLD
♦ Enter (pilot number for the voice mail) HOLD
♦ Enter each VM extension # (members) and hit HOLD

CALL FORWARDING PROGRAMMING

♦ Press FF8
♦ Dial 1 09 0 HOLD (Ext # to be Forwarded)
♦ HOLD (voice mail pilot number) HOLD. {For Busy}
♦ Enter the voice mail pilot number again
♦ Hit HOLD. {For No Answer}
♦ Repeat for each extension

SET CALL FORWARD ID CODES FOR ALL FORWARDED EXTENSIONS

♦ Press FF8
♦ Dial 1 05 HOLD HOLD extension number
♦ Hit HOLD # extension number HOLD
♦ Repeat for each extension forwarded to voice mail

Note: For an In-Band integrated Courier, use *41 plus the extension number to light message
lights, and to cancel message lights use *49 plus the extension number.

PanaVoice Courier Installation Manual 23

C ONSIDERATIONS FOR T HIRD-PARTY V OICE M AIL

The Courier is capable of functioning as third party voice mail on many telephone
systems. In most cases, simply choosing the appropriate PBX type on the PBX
Parameter screen will configure the Courier for correct operation on that telephone
system.

For telephone systems not listed, simply set the Lamp On and Lamp Off Protocols and
adjust the PBX parameters, if necessary. The majority of telephone systems can use the
default PBX parameters at their current settings.

PanaVoice Courier Installation Manual 24

COURIER PROGRAMMING

B OOTING THE APPLICATION

Once the Courier & DBS physical hardware has been established, it is time to turn on the
PC, and boot the application.

You will notice during this boot procedure, several programs that are launching. Most of
these programs will remain minimized at the bottom of the screen (to the right of the
“Start” icon). Some will launch quickly, and not be minimized. The following programs
will launch during the boot procedure:

• Windows

• PC Anywhere

• Voice Card Drivers

• Choose API Integrated or In-Band

• Service Overlord

• Winsock Overlord Broadcast

• Serial Overlord

• Courier Engine

Note: During the boot procedure, do not attempt to minimize, close, expand, etc. any program
that is launching. The boot procedure will be completed when the final program (Courier Engine
Ver. xxx) appears in lower task bar at the far right.

The following boot sequence will load when the system is powered on:

Note: Only Sequence 1 and 2 are different on the Courier UMS. The remaining Sequence steps
are the same for all units.

1. Basic hard drive initialization

Courier and Courier Plus

Hard drive initialization will take approximately 20 seconds. Here you will recognize
basic text over a black background.

Courier UMS

Courier NT start up screen will appear prompting the user to select either NT 4.0 or
NT 4.0 VGA. There is no need to make an entry. NT 4.0 will automatically load after
4 seconds.

2. OPERATING SYSTEM LOADS

Courier and Courier Plus

The next program to boot is the Windows O/S. During this procedure, the Windows
98 banner will appear, and last for approximately 15 seconds.

Courier UMS

OS Loader text flashes very quickly and then NT 4.0 loads for 20 seconds. During
this time you will see the operating system version and service version

PanaVoice Courier Installation Manual 25

3. Windows 98 Banner

The next program to boot is the Windows O/S. During this procedure, the Windows
98 banner will appear, and last for approximately 15 seconds.

4. Windows Desktop

The screen will then change to the desktop background, and will show the cursor
arrow and hourglass icon. After approximately 10 seconds, the Login and Password
are automatically entered for you and you will see 2 programs launching
simultaneously. These programs, PC Anywhere and the Voice Card Driver, will boot
very quickly.

These two programs will not appear on the task bar when they are finished.

5. Choose API Integrated or In-Band

The system will stop at this point and ask you to choose between API Integration
(API card installed in DBS), or In-Band Integration (DBS system without API card).

When you click YES or NO to this prompt, the Courier is configured appropriately.

Note: If the Courier is activated in API mode, it will expect the API link to be present at all
times. If the link is not present, the Courier will deactivate and reactivate itself approximately
every three minutes in an effort to re-establish the link. For this reason, if you wish to do
setup work on a Courier that will be integrated but is not currently connected to the API link,
you should activate the Courier in non-API mode so that setup can be completed. The mode
can then be changed to API when the system is properly connected to the DBS switch.

Note: Call Forwarding cannot be utilized with In-band Integration.

How to Change Selected Mode

If it is necessary to change the selected mode, (after the entire booting procedure
has been completed), follow the procedure below:

♦ Expand the Service Overlord, and exit.

Once the programs have been stopped,

♦ Go to Windows Explorer Program and double click the Folder: ‘ata’.

Once you have found a file within this folder called

♦ INTEGRATED.TXT, highlight it, and then delete it.

Once the file has been deleted, reinitiate the boot up procedure.

Note: You can initiate the start up of the Service Overlord, Winsock Overlord, and Courier
Engine at this point by clicking the ‘Voice Server Startup’ icon. On a Windows 98 machine,
this icon is in the Quick Launch tray just to the right of the Start button. On a Windows NT
machine, it appears on the Windows desktop.

This boot process for non-API integrated systems is identical to the process as
described above; only the Serial Overlord will not load this time because there is no
API integration in this case.

PanaVoice Courier Installation Manual 26

6. Service Overlord

The Service Overlord icon appears on the task bar to the right of the Windows
“Start” button. The Service Overlord is basically a control panel used to Stop, Start,
or Hide the tasks of the Courier voice processing application. Should you need to
shut down the Courier system, you should press the ‘Stop’ button on the Service
Overlord to do so. You can either select ‘Stop’ to close the other components and
leave the Service Overlord running, or you can simply press ‘Exit’ to stop all
components and also exit the Service Overlord.

Pressing the ‘Hide’ button will remove the Courier voice system tasks from the task
bar even though they are still running.

The Service Overlord screen tells you that the Courier is operating in either
Integrated or In-Band mode. This program does not load. The Service Overlord
icon simply appears on the task bar to the right of the Windows “Start” button.

Note: Always minimize the Window when you have finished. Clicking the “X” will shut down
the program.

7. Winsock Overlord

The next program to load is the Winsock Overlord. This program supervises the
communication between various Courier components. Courier uses Windows
‘Winsock’ connections for its data transfer between programs. It takes about 5
seconds to load this program.

When this program is complete, the Winsock Overlord icon will remain on the task
bar.

PanaVoice Courier Installation Manual 27

8. Serial Overlord

The Serial Overlord will take about 5 seconds to load. This program is the serial
connection between the DBS API and the Courier. This program supervises the
communications between the Courier and the API link to the telephone switch
system.

This program will only be operating when the Courier is functioning in API integrated
mode. You will find this application handy during the troubleshooting process to
determine if the serial link data is being sent and received. When this program is
complete, the Serial Overlord icon will remain on the task bar.

Note: Always minimize the Window when you have finished. Clicking the “X” will shut down
the program.

9. Courier Engine

The Courier Engine is the voice processing application. An icon will appear at the
far right of the task bar, and will read:

Courier Engine

The Windows task bar will have the following icons appearing:

PanaVoice Courier Installation Manual 28

As the Courier Engine screen activates, critical errors may be denoted on a flashing
red screen. Things such as not having the security key attached, a non-approved
voice board, no system greeting selected, etc. can cause these critical errors to
appear. Normally, there is no error message and after a brief period, the Courier
system is ready to answer calls. The following screen will appear:

You will notice the critical system version numbers listed at the top left of the Courier
Engine screen. The security key serial number is also listed here. These items may
be needed for support purposes or when upgrading your Courier system.

At the bottom left of the screen are Week To Date and Month To Date system
statistics. By clicking the appropriate MTD or WTD button, you can see Calls
received, notification calls placed, incoming fax calls, calls dropped to the operator,
and number of times all ports were busy.

Note: At this point, all of the appropriate programs have been successfully loaded and the
Courier is now ready to process calls.

RECAP:

♦ The Service Overlord is the tool used to start and stop the Courier voice processing

application.

♦ The Serial Overlord icon is used most often for viewing serial link packet information.
♦ The Winsock Overlord is seldom displayed.
♦ The Courier Engine splash screen will normally be running on the system.

You can view these programs at any time. However, remember to MINIMIZE THE
APPLICATION WHEN EXITING, as opposed to clicking the “X” at the upper right hand

corner. Clicking the “X” will shut down the program, which is not what you want to
accomplish.

PanaVoice Courier Installation Manual 29

OPENING COURIER UI & LOGIN

The next step is to open the Courier User Interface (UI), which is a separate application
used for programming the system. The UI is Windows based, and is extremely easy and
efficient to program.

There are two ways to execute the UI. You can:

♦ Click on the Courier UI shortcut, which is the telephone icon to the right of the

Windows Start button.

On a Windows 98 machine, this icon is in the Quick Launch tray just to the right of
the Start button. On a Windows NT machine, it appears on the Windows desktop.

You can also:

♦ Click on Start,
♦ Then Programs,
♦ Then Panasonic Courier,
♦ Then Courier Start Up.

In either case, the Courier Loading screen will appear to launch the program.

PanaVoice Courier Installation Manual 30

LOGIN

Once the Courier UI is up,

♦ Click on Courier, then click on Login.

At this point, Courier will appear as the User Name.

♦ Enter 1111 as the default password.

From the Toolbar left mouse click on Courier and then Login.

Courier will then ask for a Password.

Courier’s default Password is 1111.
Courier’s default name is Courier.

When the proper password is given, Courier will allow editing of the system.

To change the Password, see System Master Password in the System Parameters
menu.

PanaVoice Courier Installation Manual 31

P ORTS

The Port screen displays Courier’s current port activity. The current State number along
with its description, are provided.

From the Courier OutLook Bar, under the Ports tab, click the Port Display icon to view
the current Port status. The following screen appears:

C ONFIRM COURIER ANSWERS T ELEPHONE

Now that the Courier system has successfully booted, and is connected to the telephone
system, a call should be placed to the Courier to verify it’s basic operation. Call any of
the station numbers assigned to Courier and ensure that the system will answer the
telephone.

If the Courier is API integrated and the test call is unsuccessful, verify all of the station
and API programming on the telephone switch. This is the most common problem when

API integrated systems do not answer.

If programming appears correct and the system still does not answer, please refer to the
“Initial System Troubleshooting” section for assistance in problem resolution.

See the appropriate flow chart, identified as NON-API SETUP AND TEST ROUTINE or
API SETUP AND TEST ROUTINE in the Table of Contents, to confirm the operation of
the Courier System, DBS programming, and wiring connections.

H ELP F ILE ACCESS

Context-sensitive on-line Help Files are accessible from any point in the User Interface
by pressing the F1 key on the Courier system’s keyboard.

In addition, Help Files are available regarding the many other aspects of the Courier
system, including System Administrator functions and User options.

PanaVoice Courier Installation Manual 32

COURIER BASIC S ET-UP I NTERFACE

Frequently used values or settings have been pre-defined as “default settings” for the
majority of parameters requiring an entry. If necessary, these settings can be easily
changed to reflect the site requirements of the user.

However, there are some settings that must be entered on site, as well as the recording
of custom System Greetings. The following list is designed to guide you through the
customization of your Courier system, in a logical progression.

BASIC SET-UP ITEMS

To get started quickly, the following steps can be taken to handle the bulk of
programming. Once these elements have been completed, your system is ready to go.

1. System Parameters
a. Pilot Number
b. Number of Digits in Mailbox Number
c. Times to Ring an Extension
d. Time of Day for Maintenance Shutdown
e. Password Length
f. System Master Password
g. Name Entry Order

2. Voice Mail Parameters
a. Lamp On Protocol
b. Lamp Off Protocol

3. PBX Parameters
a. PBX Type
b. Outside Line Prefix

4. Port Specific Parameters
a. Message Notification

5. Mailboxes
a. Global Class of Service
b. Mailbox Maintenance
c. Browse

6. Name Directory

7. System Greetings
a. System Greetings Set-Up
b. Recording System Greetings
c. Current Default System Greeting
d. Message Description (System Greeting Name)
e. Extension (Extension calls will transfer to when pressing ‘0’ or making

no entry.)

f. Audiotex Entry (Information Only Mailbox number if other than IOM

999.)
g. Fax Extension number
h. System Greeting Schedules

8. Audiotex Lists
a. Maintenance/Branching (One-Digit Dialing)

PanaVoice Courier Installation Manual 33

SYSTEM P ARAMETERS

Frequently used values or settings have been pre-defined as “default settings” for
the majority of parameters. Depending upon the application, these parameter
settings may have to be changed from their default values.

The following list is designed to guide you through the customization of your Courier
system parameters.

On the Courier OutLook Bar, click the Parameters Tab, and then click the System
icon. The view will expand to show System Parameters.

A. PILOT NUMBER – DEFAULT: 500 - SEE SYSTEM PARAMETERS.

Enter the voice mail pilot extension number. This is needed only for API integrated
systems. If using a value other than 500, enter the correct pilot number here.

B. NUMBER OF DIGITS IN MAILBOX NUMBER – DEFAULT: 3 - SEE SYSTEM

PARAMETERS.

Enter the number of digits making up a Mailbox Number. Set from 2 to 5 digits. All
Mailboxes must be the same length, and must mirror the number of digits used for
telephone extension numbers.

C. TIMES TO RING AN EXTENSION – DEFAULT: 4 - SEE SYSTEM PARAMETERS.

Enter the number of times Courier will ring a telephone extension before determining
there is no answer. This function is used for the Monitoring feature. Enter 1 to 9
rings. This value takes effect on any extension that does not have a specific number
of rings assigned in mailbox maintenance.

D. TIME OF DAY FOR MAINTENANCE SHUTDOWN - DEFAULT: 0005 - SEE SYSTEM

PARAMETERS

Enter the time, in military format; Courier is to shut down daily for maintenance. This
should be a time when calls are not coming in to Courier. A 3.5-inch floppy should
reside in the floppy at all times. During maintenance, the data files are written to a
floppy for daily backup. The default shutdown time is 00:05 (12:05 a.m.).

E. PASSWORD LENGTH 4-9 OR V FOR VARI ABLE – DEFAULT: 4 - SEE SYSTEM

PARAMETERS

Enter the length of passwords for individual mailbox owners. The password length
can be set from 4 to 9 digits, or (V)ariable length.

Note: When variable length passwords are used, Courier listens for a pound sign (#) to
indicate the end of the password.

F. SYSTEM MASTER PASSWORD – DEFAULT: 1111 - SEE SYSTEM PARAMETERS

The System Master Password is the main password to access all Courier
programming functions.

G. NAME ENTRY ORDER – DEFAULT: (LAST NAME) - SEE SYSTEM PARAMETERS.

Select First Name, Last Name, or Either Name as preferred. This selects the prompt
that is played when the name entry prefix key is pressed. Names should be entered
into the Name Directory in the order that matches this setting.

PanaVoice Courier Installation Manual 34

VOICE M AIL PARAMETERS

LAMP ON PROTOCOL – DEFAULT: (BLANK)

This field defines the DTMF sequence used to turn on a message-waiting light at the
extension, when a new message is to be delivered. (e.g.: *4X would be used for DBS
824, 40 72 and 96 systems)

Note: The field under Add Mailboxes, which determines the message notification method, must
be set to Light in order for these Protocols to work.

Note: These Lamp Protocol fields are not relevant when using API integration.

LAMP OFF PROTOCOL – DEFAULT: (BLANK)

This field defines the DTMF sequence used to turn off a message-waiting light. (e.g.:
*5X would be used for DBS 824,40 72 and 96 systems.)

Note: The field under Add Mailboxes, which determines the message notification method, must
be set to Light in order for these Protocols to work.

Note: These Lamp Protocol fields are not relevant when using API integration.

PBX PARAMETERS

On the Courier OutLook Bar, under the Parameters Tab, click the PBX icon. The
view will expand to show PBX Parameters.

A. OUTSIDE LINE PREFIX - SEE PBX PARAMETERS

Enter the number required to access an outside line. Begin and end the required
digits with a comma for a one second pause (e.g. ,9,).

PanaVoice Courier Installation Manual 35

PORT SPECIFIC P ARAMETERS

On the Courier OutLook Bar, under the Parameters Tab, click the Port Specific icon.
The view will expand to show Channel Specific Parameters.

A. MESSAGE NOTIFICATION – SEE PORT SPECIFIC PARAMETERS

The first port(s) on the Courier system are generally reserved for incoming calls only.
The last port(s) are the only ones that should be used for notification functions,
which include out-dialing for pager notification, lighting message waiting lights, or
message notification. This reduces the likelihood of ‘glare’ or collisions with
incoming calls.

UNRESTRICTED

Courier uses this port for message notification, to light message waiting lights,
and to forward messages.

PAGER NOTIFICATION

Courier uses this port for Pager/Call notification only. Not commonly used.

LIGHTS ONLY

Courier uses this port to light message waiting lights only. Not commonly used.

NO OUTBOUND CALLS

This port is reserved for incoming calls only. No message notification calls are
made on this port.

PanaVoice Courier Installation Manual 36

MAILBOXES

GLOBAL CLASS OF SERVICE

Review the two default classes and determine if any additional need to be created.

A Global Class of Service (COS) is used to create unique mailbox definitions, in order to
set up individual or multiple Mailboxes.

A COS is established based on each combination of parameters defined. Global COS
has priority over any System Parameters.

Note: Changing the attributes of an existing COS, will change the attributes of mailboxes having
the COS.

There are 2 predefined COS for quick and easy programming:

1. 01 Unrestricted: This COS allows most of the 13 features to be used. The use of
COS 01 requires the use of a port. When using the Mailbox Builder, COS 01 is used
as the default.

2. 02 General Office: This COS allows access to the System Distribution list,
Branching, Message Forwarding, and Call Screening. All other features are not
allowed.

Up to 99 unique Classes of Services may be defined and numbered (01 through 99)
under Global COS.

Custom Mailbox Setup, numbered 00, is only associated with an individual mailbox,
defined under Mailbox Maintenance and, is used to set up all other types of Mailboxes
(Attendant Only, Information Only, Guest, Play Only, and Query Only).

In Class of Service, a drop mailbox may be defined for callers who reach your personal
greeting and dial zero. This allows you to set up different operators for each department,
if needed.

From the Courier OutLook Bar, under the Maiboxes tab, click the Global COS icon. The
following menu appears:

PanaVoice Courier Installation Manual 37

Mailbox parameters are defined based on the following criteria:

OPERATOR DROP MAILBOX

When a caller has reached a mailbox owners personal greeting and they dial the digit
“0”, this is the mailbox they will be transferred to. Depending on the type of mailbox, the
Courier will dial the extension the mailbox is associated with and then follow whatever
instruction is set for that specific mailbox.

This application is great for selecting different Drop Operator mailboxes for different
departments within the same company.

PURGE NEW MESSAGES

This is the number of days the system will hold a new message before it is automatically
deleted. A message is considered NEW if the mailbox owner has never listened it to.

Note: A message is also considered new if you listen to a message for the first time and do not
save it or delete it.

PURGE OLD MESSAGES

This is the number of days the system will hold a message before it is automatically
deleted. A message is considered old after listening to a message for the first time and
then saving it.

ACCESS SYSTEM DISTRIBUTION LIST

This field allows the user to have the ability to use the System Distribution Lists. The
System Distribution Lists provide a method by which a user can record a message and
send it to every mailbox in the Distribution List. The actual name of the Distribution List
is programmed under the Distribution List description parameter. At the telephone level
the user can then set the mailboxes that he or she would like to make a part of the list.

BRANCHING

Allows the mailbox owner to use Branching within the mailbox. When a caller hears the
mailbox greeting, they are allowed to select other dialing options (0-9) defined by the
mailbox owner.

Note: If the Operator Drop Mailbox defined above is designated, the Branch 0 digit will have the
same designation.

PanaVoice Courier Installation Manual 38

MESSAGE FORWARDING

Allows a mailbox owner to forward messages to another mailbox. This is set through the
individual mailbox, which can be accessed at any telephone.

CALL SCREENING

If this box is checked, it allows the mailbox owner to turn Call Screening on or off at the
user level. If the user activates Call Screening, Courier will ask the caller their name and
play it to the mailbox owner, allowing the owner the option of sending the caller to voice
mail instead of accepting the call.

CALL QUEUING

This feature allows the mailbox owner to place incoming calls into a holding ‘queue’,
while on a prior call. Callers are notified as to their position in the Queue. Queuing not
to be utilized if Call Forwarding is active.

CALL RECORD

This feature enables the user to press a call record key on their telephone to start
recording their telephone conversation. The recorded message will then be saved as a
new message. When this feature is activated, both parties can hear an optional Call
Record Warning tone.

Note: If this box is checked the Call Record Notify box will automatically be enabled, giving the
user the ability to utilize the Call Record feature described above.

CALL RECORD NOTIFY

Checking this box will sound a warning tone that can be heard by both parties when the
Call Record feature is activated.

PanaVoice Courier Installation Manual 39

EXTERNAL MESSAGE NOTIFICATION

Allows the mailbox owner to use External Message Notification (defined previously in the
Mailbox Maintenance External Message Notification TAB).

NOTIFY ON URGENT MESSAGE ONLY

When this box is checked, the Courier will only notify the mailbox owner by way of
External Call Notification (outside dialing including pager number), if a new message is

marked Urgent.

CALL FORWARDING

Allows the mailbox owner to setup forwarding of calls to another telephone extension.
This feature is described in more detail above. The actual extension to forward to can be
entered in the Add Mailbox section at the user interface or at the telephone level.

CALL BACK

When an internal message is left in your mailbox you can simply dial a digit (or press a
key on API integrated systems) to have the Courier place you on hold and call back the
internal extension of the person who left the message.

OUTSIDE DIALING

Not active at this time. Future feature.

OFF HOOK VOICE ANNOUNCE

When this feature is activated The Courier will audibly notify a busy extension of an
incoming call. The user has the option to accept the call, send the caller to their mailbox,
or have the call placed in a holding Queue.

Note: If you accept the call, you have up to one minute to terminate or put the original call on hold
in order to take the second call.

PanaVoice Courier Installation Manual 40

ADD A CLASS OF SERVICE

Note: A Class of Service CANNOT be deleted once it has been created. It can only be changed.

To Add a Class of Service, click the New button. By default, Courier assigns the new
Class of Service entry the next available two-digit number.

Next, enter the name associated with the new Class of Service entry (Maximum length
for name is 20 characters).

You then select what Class of Service Items are to be included.

EDIT A CLASS OF SERVICE

In the Class of Service name field, click the name of the Class of Service you need to
edit. To change a field, simply highlight the field and enter the new parameters.

Once the necessary changes for a Class of Service entry have been completed, click
Apply. The System Administrator now has the option to change another Class of Service
entry or to Exit.

Any mailboxes that were added to the System before the editing of the Class of
Service will not automatically be changed.

PanaVoice Courier Installation Manual 41

MAILBOX M AINTENANCE

MAILBOX SETUP

This section describes the procedures and functions of adding, editing or deleting
mailboxes for the particular application. From this group of screens, you can quickly and
easily set up all mailbox criteria either one at a time, in groups, or in ranges of mailboxes.

From the Courier OutLook Bar, click the Mailboxes tab. The following screen appears:

The Mailbox Maintenance fields include Tabs that allow you to quickly jump from one
screen to another. These Tabs include Mailbox Setup, Mailbox Properties, Branching,
External Message Notification and Call Forwarding. When you select an individual
Mailbox, or a group or range of mailboxes to add or edit in the Mailbox Setup, the Class
of Service you select will determine which of the remaining three Tabs will be activated
and accessible for additional programming.

MAILBOX

In the Mailbox field, enter a specific mailbox, a sequential range of mailboxes, or a group
of mailboxes, to add or delete. Mailboxes may be set up or deleted one at a time, in a
sequential range of mailboxes or a group of mailboxes. The quickest and easiest way of
setting up mailboxes is by the same Class of Service.

PanaVoice Courier Installation Manual 42

For example:

Mailbox: 100
Sequential Range: 100-125
Group: 110-125, 130, 137, 145

Separate each range by a comma (,).

REPLACE MAILBOX

This field allows you to change individual, group, and ranges of mailboxes that have
previously been defined. Simply input the mailbox numbers, change parameters and
select Replace Existing Mailboxes.

When Replace Mailboxes is selected, Courier will replace the attributes of an existing
mailbox with new information even though the mailbox number already exists. If this field
is not selected, the Courier will skip over any existing mailboxes.

MONITORED (NOT MONITORED)

Courier can be set up to allow for the Automated Attendant to call telephone extensions
and determine their state (listen for a busy signal or no answer) prior to transferring the
call. This is called Monitored.

If the telephone extension does not answer, or is busy, the Automated Attendant will
then provide the outside caller with options or send the caller to the mailbox greeting to
leave a message.

Note: Make sure there is no conflict between the telephone system call forward timing parameter
and the Times To Ring an Extension field located in System Parameters. Please Review the “Set
The Call Forward No Answer Timer” in the Getting Started: Software Programming Section. You
may still elect to utilize telephone system call forwarding at the same time you are monitoring
Auto Attendant calls. For example, all non-Auto Attendant calls directed to your extension will
follow the telephone system call forwarding parameter.

Note: A non-API integrated system must learn the ringing, busy and hang-up tones provided by
the telephone system. This is done using the AccuCall Wizard under the Programs section of the
Start Menu. However, this is not necessary on Panasonic switches.

If Monitored is not selected, the Courier will “blind transfer” callers to extensions. In this
case call forwarding to voice mail function is performed at the telephone system level.

Typically API Integrated Systems will be monitored, and In Band Systems will not be
monitored.

Note: Call Forwarding cannot be utilized with In-band Integration

PanaVoice Courier Installation Manual 43

DISPLAY PHONE

When adding a mailbox or range of mailboxes, and a display phone is associated with
each mailbox, this field should be checked.

This box is used to turn audio on and off for display telephones. For Display phones with
API, it is not necessary to play audio when you are in your mailbox because there are
flexible function keys associated with each feature.

For telephone switch 43000 series display telephones (except the large screen display),
it is necessary to play audio since these phones do not have flexible function keys
associated with the display screen.

Note: This function is only available when using API Integration.

RELEASE ON RING

Transfers a caller to a ringing telephone without waiting for an answer.

Once the Courier confirms ring back on a transferred call to an extension through the
Auto Attendant, it will release the call when this box is checked. If the Courier hears
busy, it will take the call back and play options to the outside caller. In this case the
telephone system should be set to call forward on a no answer to voice mail.

Note: A non-API integrated system must learn the ringing, busy and hang-up tones provided by
the telephone system. This is done using the AccuCall Wizard under the Programs section of the
Start Menu. However, Panasonic switches do not require this to be done.

ENTER THE MAILBOX TYPE

Left mouse click on the drop down arrow provided to view the selection of valid choices.
Highlight your choice and click the left mouse button.

TYPES OF MAILBOXES

There are six (6) types of mailboxes that can be programmed to fit the customers’
needs. Every type of extension on your telephone system must have an associated
mailbox number if calls are going to be directed through the Automated Attendant to
the extensions.

Note: In Applications that instruct the Automated Attendant to transfer directly to a mailbox
that is not associated with an actual extension (live telephone), the mailbox is normally
defined as a Guest mailbox.

Depending upon the application, the following types of mailboxes are available:

PanaVoice Courier Installation Manual 44

STANDARD MAILBOX (S)

A Standard Mailbox must be associated with a real telephone extension on your
telephone system. Typically, all telephone owners also own a mailbox, and the
extension number and mailbox number match a specific mailbox, a group of
mailboxes, or a sequential range of mailboxes.

In this case, when an outside caller dials an extension number through the
Automated Attendant, and the extension does not answer, the owner’s mailbox will
take a message.

Standard Mailboxes have full messaging capabilities. These messaging capabilities
are described in further detail under the Mailbox Maintenance section of this manual.

ATTENDANT ONLY MAILBOX (A)

An Attendant Only (Automated Attendant) Mailbox is also associated with a real
telephone extension but has no messaging capabilities.

Extensions such as fax machines and modems are good examples of extensions that
do not need any messaging capability, however, will need to have calls transferred to
them from the automated attendant.

In addition, if the system is going to be set up as automated attendant only (no voice
mail functionality), then each telephone extension must be set up with an associated
mailbox number, and programmed as an Attendant Only (Automated
Attendant)Mailbox.

INFORMATION ONLY MAILBOX (I)

An Information Only Mailbox (IOM) is not associated with a real telephone extension
and a caller cannot leave messages for this mailbox.

An IOM can be compared to “transaction boxes,” or “script editing tables” that are
found in many other voice processing systems.

In default, every greeting is pointed to IOM 999 and its corresponding single-digit
directory of options

An IOM can be used for three distinct purposes:

1. Play a recorded message, dial digits

For this application, the IOM greeting will be played to the caller and the
caller has the ability to enter digits to be transferred to another extension,
another IOM, or the operator. The digits to dial can be set up in the
Audiotex Parameters section.

2. Play greeting, blind transfer

For this application, the IOM greeting will be played to the caller then
transferred to a pre-defined extension, which has been already defined in
Audiotex Branching.

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3. Branching

When an application requires single digit dialing from the Automated
Attendant, an IOM is used to provide this function. In default, all System
Greetings are associated with a default IOM number “999.” Setting up the
digits for “999” can be accomplished in Audiotex Branching.

You may create other branching IOMs to associate with other System Greetings.
This can be accomplished in System Greeting Maintenance.

EXAMPLES OF IOM FUNCTIONS (F/M/P/C/G)

F - FULL FUNCTIONALITY

Courier listens for one or more digits to be entered by the caller.

"Press '0' for our current CD rates, '1' to check on your account
balance, '2' if you would like information on opening a new account,
or '3' for more information."

If the caller presses "0 for current CD rates" (0. CD Rates), he hears this
informational message:

"Our current CD rate for a 6-month certificate is 6 percent. The
minimum deposit is $5,000. There is a penalty for early withdrawal.
To speak with someone regarding a CD, press 230."

M - MENU FUNCTIONALITY

Courier listens for only one (1) digit to be entered by the caller. Courier
anticipates that the caller will press one of the four options:

"Press '0' for our current CD rates, '1' to check on your account
balance, '2' if you would like information on opening a new account,
or '3' for more information."

The function code for this level must be M, Menu Functionality, because
each of the four options is selected by pressing one digit. In this sample,
the level represented by the default primary Audiotex-level IOM 999, has
Menu (M) Functionality because each of the four options may be selected
by pressing one digit (0, 1, 2, 3 or 6).

P - PRIORITY FUNCTIONALITY

Courier listens for a multi-digit (up to 20 digits) Translation number to be
entered by the caller, in order to forward the call to the proper extension
number.

"Press '0' for our current CD rates, '1' to check on your account
balance, '2' if you would like information on opening a new account,
or '3' for more information."

When a caller presses "1 to check on your account balance" (1. Account
Balance), he hears:

“Press your account number now.”

Courier accepts the account number and connects the caller to the
extension of the proper Bank Representative, as defined in Translation
Number - Add. See Translation Number Browse.

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C - CHAIN FUNCTIONALITY

Courier plays the entire message recorded in the IOM and either (1) sends
the caller to the extension listed for option 0, or, (2) if nothing is listed for
option 0, says, "Thank you" and hangs up. Callers cannot interrupt the
message.

"Press '0' for our current CD rates, '1' to check on your account
balance, '2' if you would like information on opening a new account, or
'3' for more information."

If a caller presses "2 for information on opening a new account," Courier
plays the message recorded in the IOM:

"First Virginia Bank is currently offering free checking and free checks
for all new accounts…"

G - GROUP FUNCTIONALITY

An Information Only mailbox that uses Group Functionality allows more than
one mailbox for an extension.

For example, two students share one extension number in a room. Each
student can have his or her own separate voice mailbox with the use of
Group Functionality.

For more information, see the Group Functionality Mailbox portion of the
Mailbox Maintenance section.

GUEST MAILBOX (G)

A Guest Mailbox not associated with a real extension on the telephone system. If a
message is left in a Guest Mailbox, Courier can notify the owner of new messages
by out-dialing to a predetermined telephone number.

Guest Mailboxes are often used for applications where guests visit offices frequently,
but have no telephone. Users can have their outside calls directed to this Guest
Mailbox and then retrieve their messages at their convenience.

PLAY ONLY MAILBOX (P)

A Play Only Mailbox is not associated with a real extension on the telephone
system. When a caller is directed to this mailbox, they will hear a greeting, followed
by every message that has been left in the mailbox.

Only other internal mailbox owners can leave messages in this mailbox.

The outside caller is limited to hearing the greeting and the messages, nothing more.

QUERY ONLY MAILBOX (Q)

A Query Only Mailbox is not associated with a real extension on the telephone
system. Like a Play Only Mailbox, callers hear a greeting, followed by every
message that has been left in the mailbox.

PanaVoice Courier Installation Manual 47

However, it can also give the caller a list of options, or send the caller to the zero
menu option.

In addition, a caller can transfer to another extension during the playing of
messages. Only other internal mailbox owners can leave messages in this mailbox.

MESSAGE NOTIFICATION OPTION

Courier utilizes two different ways to notify mailbox owners that messages have been
delivered to their mailbox. They are:

Call: When a new message is left in the user’s mailbox, Courier will call the

telephone extension. If the telephone extension is answered, Courier
says, “You have messages. Would you like to hear them now”?

If the telephone extension does not answer, then Courier will continue
to call the extension until it does. These parameters are set in:

• Voice Mail Parameters under:

(1) No Answer Delivery Interval, and
(2) Busy Delivery Interval.

Light: When a new message is left in the user’s mailbox, Courier activates the

message waiting light on the telephone.

TIMED FORWARD

The Courier allows a user to automatically forward calls through the Automated
Attendant to another extension during a defined period of time. When this feature is set
to Yes, the Time Forward Ext., Start Time, and Stop Time fields will then be activated
and information can be input. If this field is set to No, these fields are grayed out.

This feature is perfect for when a user has the same lunch hour every day and would like
the same person to cover their calls.

Note: Timed Forwarding is programmed at the system level only. If a user wants to call forward
at different times and to different people, they should use the Auto Attendant call-forwarding
feature that can be changed at the station level. A user cannot activate the Auto Attendant call­forwarding feature during the time that the Timed Forwarding Feature is active.

PanaVoice Courier Installation Manual 48

CREATING A GROUP MAILBOX

First, set up the Group Mailbox number that is the number of the telephone
extension that should ring when called. In other words, if three people are sharing
extension 111, the Group Mailbox number will be 111. It should be added as an
Information Only type mailbox. Under the “Branching’ tab of the Group Mailbox,
enter the numbers of the member Guest extensions beginning at the number 1 slot.
Set the mailbox functionality to Group.

Next create a Guest type mailbox for each of the member’s in the group. In the
‘Parent Mailbox’ field of each of these mailboxes, enter the Group Mailbox number.

Record the message for the Group mailbox number that will say something similar
to, “For John Smith, press 1. For Bob Jones, press 2. For Linda Rogers, press 3.”

The Group Mailbox is now ready for use.

LEAVING A MESSAGE IN A GROUP MAILBOX

• Call Courier.

• Enter the Group Mailbox number.

• Upon a busy or no answer condition, the greeting will play instructing the

caller ‘For John Smith, press 1, etc.

• Dial the appropriate number of the member you wish to leave a message

for. That person’s personal greeting plays and a message is left for them.

RETRIEVING MESSAGES

• Call Courier.

• Press * (asterisk) to enter the message center.

• Enter the number of the Group mailbox.

The greeting will play instructing you “For John Smith, press 1, etc.

• Press the appropriate number of the mailbox you wish to check.

• Enter your password.

• Play messages.

CHANGING THE GROUP MAILBOX PASSWORD OR GREETING

• Call Courier.

• Press * (asterisk) to enter the message center.

• Enter the number of the Group mailbox.

The greeting will play instructing you “For John Smith, press 1, etc.

• Press 0 (zero).

• Enter the Group mailbox password, if any.

• Press 1 to hear mailbox information, 2 to record mailbox information.

• Press 3 to change your password or the pound sign to exit.

• Press the pound sign when finished and hang up

PanaVoice Courier Installation Manual 49

PARENT MAILBOX NO.

The Parent Mailbox Number field is used only for Group Functionality Mailboxes

when
two or more extensions share a common telephone. When this occurs, the telephone’s
extension number is entered as the Parent Mailbox.

By doing this, the Courier now can set the Message Light on that telephone when the
mailbox has a message. This also establishes the ‘parent-child’ relationship between the
mailboxes. In a parent-child relationship, the caller presses the parent mailbox number.
Courier then offers the caller the option of pressing a single digit to choose which ‘child’
they wish to speak with.

In all cases, the same telephone will ring (the parent mailbox telephone). However, upon
a busy or no answer condition, the caller will be routed to the personal voice mail
greeting of the person they had chosen.

RINGS TO EXTENSION

This parameter is only functional for API integrated installations. Enter the number of
rings desired at this extension before Courier transfers a caller to the personal greeting.

This function is only used when Monitored is selected. In this case, the API link is
screening the transfer and forwarding to voice mail instead of the DBS extension Call
Forwarding parameters.

EXTENSION LIGHT

Enter an extension number in this field when you wish to light the message light of a
telephone other than the mailbox number you are programming.

This function is useful for company mailboxes that do not have an extension associated
with the mailbox.

Note: If a number is entered in the Parent Mailbox field, it will override this setting.

MAILBOX PASSWORD

You may enter a user password for the block of mailboxes being set, or choose not to
enter a password and leave the field blank. By leaving the password field blank, anyone
can access mailboxes in the block and can perform any allowed functions until the user
designates a password via their Voicemail Setup.

Note: The user password is a temporary password that should be changed later by the Mailbox
owner through their Voicemail Setup function.

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NAME/DEPARTMENT/COMPANY

These fields are not mandatory for adding a new mailbox. They will however, be
displayed under several of the statistics reports and under the Mailbox Browse and
Update programming interface. These fields are important because they will serve as an
easy cross-reference to each specific mailbox.

Note: The Mailbox Names are not usually entered here, as they are imported from the Name
Directory.

CLASS OF SERVICE (COS)

The actual COS is defined under Global COS. When adding a mailbox or range of
mailboxes, this window allows you to select a COS number that has been predefined
and apply it.

ADD NEW

After a specific mailbox, group of mailboxes, or range of mailboxes have been defined,
click this icon to enter the data.

Note: Every mailbox number can have access to it’s own 00 Custom Mailbox Setup. When setting
up A 00 Custom Mailbox click on the Mailbox Properties tab and complete your selections, then
go back to the Mailbox Setup tab and click the Add New Button.

SEARCH

Entering the mailbox number in the Mailbox field and clicking Search will search for a
specific mailbox. If the mailbox exists the Courier will automatically display the current
mailbox information in the appropriate fields.

DELETE

Enter a specific mailbox, group of mailboxes, or range of mailboxes to delete and click
this icon. A window will appear to confirm your action. Click Yes to delete the data or No
to cancel the operation.

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MAILBOX PROPERTIES

This section is used for two purposes:

1. When selecting a COS in the Mailbox Setup section, you can select this tab to

double-check the COS definitions. If they are satisfactory, return to the mailbox set
up screen and click the Add New Button. If they are not what were expected, go
back to Global COS, and change the settings.

2. When 00 Custom Mailbox Setup has been selected in the Mailbox Setup COS, you

can select this tab to program a custom COS which will apply to the individual
mailbox that has been selected.

Each of the COS fields are defined in detail under Global COS.

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BRANCHING

Depending on the mailbox type and its capability, Courier will allow the Branching Tab to
be accessed. Digits 0-9 can be programmed to transfer to another extension or mailbox,
or to return to the System Greeting during the individual mailbox greeting. The mailbox
owner’s greeting must include information specifying the dialing options available.

Note: Each type of mailbox is described in detail under Mailbox Maintenance - Enter The Mailbox
Type.

There are ten fields in this section, one for every digit available (0-9). Enter an asterisk
(*) to return to the System Greeting, or enter the desired extension/mailbox number to be
transferred to.

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EXTERNAL MSG (MESSAGE) NOTIFY

Courier has the ability to call outside of the system to a predefined telephone number
(Pager number included) to notify the mailbox owner that messages have been left in
their mailbox.

From 1 to 4 numbers can be defined in the Notification Number fields for the Courier to
dial. If applicable, you can enter a number in the Beeper Access Code field, and click
the Beeper box, which will instruct the Courier to dial a beeper access code or Personal
Identification Number (PIN), when an answer is detected from a Paging Service.

Some Paging Services allow a message to be recorded after it receives a page. If this is
the case, click the Voice box, and the Courier will play a prerecorded message (this
message is recorded by the mailbox owner through their telephone, under the Notify
option).

If only one number is defined the Courier will dial that number until a connection is made.
If a successful connection is not made on the first attempt, the Courier will redial that
number after the minutes set in the Interval field has expired.

When several numbers are defined, the Courier will start with the number in the first field
and switch to the next field after the minutes set in the Interval field has expired.

If the Courier dials all the numbers set in the Notification number fields without a
successful connection, the Courier will start the process over again from the top number.

When the Analyze box is selected, the Courier will attempt to detect an answer by
listening for progress tones provided by the beeper service before sending the Beeper
Access Code and or the Voice message.

If not selected, you must manually adjust the timing by programming the pauses within
the Notification Number. (A comma is equal to a 1-second pause, a semicolon is equal to
3 seconds, and a percentage sign is equal to 5 seconds).

Cascading is accomplished in this section, and the Courier will dial the numbers that
have been defined, in the order that they appear (the top box is first, the bottom is last).
The order can be changed by simply clicking and dragging a box to the desired location.
In order for the Courier to dial a specific number, the Active box must be checked.

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CALL FORWARDING

Note: Call Forwarding cannot be utilized with In-band Integration

Call forwarding functionality can be accomplished through the Courier, as opposed to
call forwarding via the telephone system. The user can enter from 1 to 4 extensions in
the Forwarding Extension fields and select Active to turn the feature on.

If the mailbox user designates his or her own extension as the first position, the Courier
will ring this station first before attempting to deliver the call to the next designated call
forward position. The Courier follows Monitored functionality when performing this
function.

For example, Extension 101 is the user who is setting the call forwarding. The user sets
his extension as the first position. Extension 102 is in the second position and in this
example, is set for Not Monitored.

The Courier will ring extension 101. If extension 101 does not answer, Courier will ring

102. It will ring this extension for the prescribed number of Times to Ring an Extension
field set in the System Parameters. Even though extension 102 is set for Not Monitored,
this type of hunting will monitor 102 so that it can detect “no answer” and proceed to the
next extension.

This function is very useful in setting up simple hunt groups where the Courier will hunt
through a defined group of extensions until the call is physically answered by an
extension, or finally goes to a voice mailbox.

The extension order can be changed by simply clicking and dragging a box to the
desired location.

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MAILBOX BROWSE

Note: This screen is a read only screen. Editing is not possible.

The Browse Mailboxes screen is an efficient way to view mailboxes quickly and easily.
This screen allows the administrator to view each mailbox and all of the options that have
been set.

From the Courier OutLook Bar, under the Maiboxes tab, click the Browse Update icon.
The following menu appears:

For Further Information

To obtain further information on a particular mailbox, scroll to the right.

To obtain further help on each field, see Add Mailboxes and Class of Service
Maintenance.

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NAME DIRECTORY

The Name Directory is the database of all the mailbox owners (subscribers) on the
system. This database must be created if you will utilize dial-by-name functionality. It is
necessary to enter the first and/or last names in the name field to be able to activate dial­by-first and/or –last name.

From the Courier OutLook Bar, under the Name Directory Tab, click the Name
Maintenance icon. The following menu appears:

MAILBOX NUMBER

This field allows you to add subscribers to the Name Directory by first entering their
Mailbox number. Press Search. If the name already exists in the database, It will appear
in the Mailbox Name field.

FIRST NAME

This field is the entry point for the first name of the mailbox user. The first four characters
will be used to search on when entered by a caller.

LAST NAME

This field is the entry point for the last name of the mailbox user.

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SEARCH NAMES

Alternate spellings of the first or last name may be entered. Separate each name by
either a comma (,), Period (.), or a semi-colon (;). After entering data in the above text
box fields, you must press ADD to complete addition of entries to the database.

ENTRIES FOR SELECTED MAILBOX

Names and mailbox numbers, including alternate spelling of names that have been
added to the database, will be displayed in this screen.

VIEW TOTAL SYSTEM NAME ENTRIES BY

SYSTEM LIST

Click to display Name Directory Database, in the order selected under View
Total System Database

Mailbox; Last Name; First Name

Information is displayed in the order of Mailbox Number, Last Name, and First
Name.

Last Name; First Name; Mailbox

Information is displayed in the order of Last Name, First Name and Mailbox
Number

First Name; Last Name; Mailbox

Information is displayed in the order of First Name, Last Name, and Mailbox
Number.

PanaVoice Courier Installation Manual 58

ADD

After entering data in the above text box fields, you must press ADD to complete the
addition of entries to the database.

SEARCH

After entering Mailbox Number, press Search to display name in Mailbox Name field if it
exists in the database.

DELETE

To delete, highlight the names displayed in the Entries For Selected Mailbox screen
and click Delete.

REFRESH

Click Refresh to remove entries from text boxes.

OK

After clicking ADD, press OK to exit screen.

CANCEL

Click Cancel to exit screen without saving entries.

APPLY

This field is used to apply data that is displayed in the text boxes.

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SYSTEM G REETINGS

A System Greeting is the initial message (Main Greeting) Courier plays when it answers
incoming calls. You may have different System Greetings for day, night (up to 4 per
day), and separate companies sharing the same phone system.

The Courier comes equipped with 99 greeting locations. In addition, you can also use
special System Greetings during holidays and set up a specific Schedule or System
Greeting for each port.

Thirty-three (33) greetings have already been recorded, and consist of generic greetings
that may be used for day, night, lunch time, etc. as well as for every North American
holiday. These greetings can be viewed in the System Greetings Maintenance section
and are labeled accordingly.

In default, every greeting is automatically associated with IOM 999. Therefore, if no
other IOM is assigned, the Auto Attendant will follow the single-digit dialing plan of IOM
999, and play the appropriate System Greeting that has been assigned according to the
Greeting schedule.

SYSTEM GREETINGS SET-UP

♦ Recording System Greeting messages is accomplished via the System Greeting

Maintenance function through a telephone.

♦ System Greetings are numerically listed within the System Greeting Maintenance

screen. Before using a System Greeting, it must be recorded via Online System
Greeting Maintenance, so it is specific to your company.

♦ Define System Greeting Schedules.

♦ Define which System Greeting Schedule to play for each port, or each trunk, on the

system.

RECORDING SYSTEM GREETINGS

SYSTEM ADMINISTRATOR OPTION 3 FROM THE TELEPHONE

To access and perform System Greeting recording via a two-digit System Greeting

Number:

1. Call Courier

2. Press *

3. Press Mailbox 999

4. Enter Master Password

5. Select Option 3 for System Greeting Recording

6. Enter the two-digit System Greeting Number you wish to maintain.
Enter a zero in front of a single digit, or press the pound sign to
exit. Follow the prompts to record the System Greetings. Press 2
to record a new greeting.

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From the Courier OutLook Bar, under the System Greetings tab, click the Maintenance
Icon. The following screen appears:

CURRENT DEFAULT SYSTEM GREETING

If a System Greeting Schedule is not defined and scheduled, the ‘Current Default
System Greeting’ will be heard when calling the Courier.

To define a System Greeting as the Default Greeting, left click, then right click on the
Name of the Greeting you want Courier to play. It will then be displayed at the top of the
System Greeting Maintenance screen, under ‘Current Default System Greeting.’

SYSTEM GREETING NAME

Click on a System Greeting. Then enter the description of the System Greeting.

EXTENSION

If a caller does not dial a digit during the System Greeting, the Courier will automatically
drop the caller to the extension number set in this field. The Courier will dial the
extension and then follow whatever instruction is set for that specific extension’s mailbox.

A System Greeting Drop Extension can be defined for each System Greeting, in the
System Greeting Maintenance section.

The Operator Drop Extension is defined under the Operator Parameters section, and
allows callers to be dropped to this extension if they dial nothing or dial zero during the
System Greeting (if no System Greeting Drop Extension is defined).

Note: The Courier first looks for an entry in the System Greeting Drop field, and, if no entry is
found, looks at the Operator Drop extension number as the second choice. If both are designated,
the System Greeting Drop Extension takes priority. If neither is designated, the Courier will say
“thank you” and disconnect the call.

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AUDIOTEX

In default, all System Greetings are associated with Information Only Mailbox number

999. To utilize another Information Only mailbox and associate it with a particular
System Greeting, enter the IOM mailbox number here.

Note: If a new greeting is recorded and scheduled but an Audiotex Entry field is not assigned it
will automatically use information Only mailbox 999.

DEFINING A NEW ROOT LEVEL IOM

To re-assign any System Greeting to a new IOM (Information Only Mailbox) that has
already been created, go to the System Greeting Maintenance section, select the
System Greeting, and, in the Audiotex entry field, enter the new IOM number.

Once this has been accomplished, the Auto Attendant will follow the single-digit dialing
plan of the new IOM, and play the appropriate message that has been assigned
according to the message schedule.

You also have the ability to assign an operator extension and/or fax extension to be
associated with each System Greeting, in the Drop Extension field. The operator
extension is where callers are transferred when they press zero (0), or timeout with no
entry. The fax extension is where calls are transferred when Courier detects the fax tone
of a fax machine.

FAX

Enter the extension number of the FAX machine associated with the System Greeting.
The extension number must first be defined in Mailbox Maintenance, as an Attendant
type mailbox. When Courier takes a call and detects a FAX tone from the calling
machine, the call is routed to this extension number.

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SYSTEM G REETING SCHEDULES

This section is used to design a schedule that tells Courier which System Greeting to
play for a particular day and time. If you do not use a System Greeting Schedule, you
can manually change System Greetings using the Current Default System Greeting
option.

From the Courier OutLook Bar, under the System Greetings tab, click the Schedule icon.
The following screen appears:

NUMBER

Click New System Greeting Schedule or enter the schedule number you wish to create
or update. The schedule may be any number between 01 and 99.

DESCRIPTION

This field is used to describe the name of the schedule you are creating or editing.

DATE

This field is used for holiday and special day schedules. On the day that you define
here, the Courier will play the System Greeting that you have created for this special day.
On every other day, the existing schedule you have set up for this schedule number will
play.

You can have multiple dates for the existing schedule to cover multiple holidays.

Note: If the ‘Date’ field is blank, Courier will play the current schedule every day.

SCREEN INPUT FIELDS:

DOW

Signifies the day of the week.

TIME

This field defines the time of day you want the System Greeting to be active. Use
military format 00:00 – 23:59 (e.g., 5:30 p.m. is 1730). Do not use colons (:) when you
key the time. You can key leading zeros, but they are not required (e.g., for 8:00 a.m.,
key 800 and press the Enter key. Courier inserts the leading zero, 0800).

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MESSAGE

Type or double click in this field to view existing System Greetings that have been
created in System Greeting maintenance. The System Greeting names on this table
must exist and must be listed in the System Greetings screen.

Note: Each day of the week has 4 periods of time you can play 4 different System Greetings.

Note: You must press Enter after each selection.

TO DELETE INFORMATION

Double click on the field you wish to edit. It changes color. Use the delete key to blank
out any information you want to delete and press Enter.

TO ADD/CHANGE INFORMATION

To change information, type over the current information and press Enter. To add
information, move to the correct column, key the information you want to add and press
Enter.

Note: Select Apply to apply any item without leaving this screen. Select Cancel to leave this
screen without saving any changes.

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SYSTEM G REETINGS BY PORT

This section allows you to define which System Greetings play on which ports.
If you leave a port blank, Courier will play the default System Greeting.

From the Courier OutLook Bar, under the System Greetings tab, click the Greetings by
Port icon. The following screen appears:

To set up System Greetings by Port,

♦ Left click a System Greeting Schedule from the list of schedules on the left.
♦ When it is highlighted, double left click the number of the port on the right to which

the Schedule is to be applied.

PanaVoice Courier Installation Manual 65

SYSTEM G REETING SCHEDULE BY TRUNK

This section allows you to define which System Greetings play when a specific trunk
rings to the Courier. This feature is only available when using API Integration.

From the Courier OutLook Bar, under the System Greetings tab, click the Schedule by
Trunk icon. The following screen appears:

IMPORTANT: The length of the trunk number must match what the PBX is providing.
For example, trunk 001 will not work when the PBX is supplying 01 as the trunk number.

♦ Use either a two or three-digit format to enter the trunk number in the Trunk ID field.

For example, to enter trunk 1, type 01 or 001.

♦ Click in the schedule number field and choose a schedule from the drop down list.
♦ Click Add to create a new record for entering another trunk ID code.
♦ When all entries are completed, click Apply to save your changes.
♦ To delete an entry, click the left column to highlight the entire row and
♦ Click Delete to delete the entry.

PanaVoice Courier Installation Manual 66

AUDIOTEX

Audiotex Maintenance/Branching (One-Digit Dialing) allows the caller to be informed by
the System Greeting of the single digit to press to be transferred to another extension,
mailbox, or return to the System Greeting.

Audiotex Maintenance is the section of the Courier programming where ‘Department
Lists’ or ‘One Touch Dialing’ structures are set up. Any mailboxes you wish to add to
your Audiotex structure must first be defined in Mailbox Maintenance.

By default, every System Greeting has a default Audiotex mailbox consisting of all nines
(e.g. 99, 999, 9999, 99999), based on the length of extension/mailboxes. This mailbox is
not seen in Mailbox Maintenance. It is an internal mailbox utilized by the system and
cannot be changed or deleted. If the extension number digit length is changed, the
default IOM will change accordingly (becoming 99 for example, if the extension length is
changed to 2 digits).

From the Courier OutLook Bar click Audiotex tab, then the ‘Audiotex Maintenance’ icon.

To add to or edit an extension on the Audiotex list,

♦ Left click on the number you wish to assign or change.
♦ Then right click the number and
♦ Choose ‘Edit Number’.
♦ In the box at the bottom, you may now enter the extension number to associate with

this number or enter an asterisk (*) to return to the System Greeting.

Follow this procedure for assigning all extensions to their single digit counterparts.
After entering all numbers, press the Apply button and then the OK button to exit. This is
an important step to save your changes.

IMPORTANT: You cannot use single-digit numbers on IOM’s having ‘Full
Salutation Functionality’, which conflict with:

Name Directory access number (default is 8),
Translation Number prefix, or
Audiotex prefix keys as defined in the Parameter file.

PanaVoice Courier Installation Manual 67

To delete an entry assigned to a number,

♦ Left click
♦ Then right click the number and
♦ Choose Clear Number.

Once an IOM is built, you can then associate any System Greeting to it. The System
Greeting will be played according to the Greeting Schedule.

You can also provide multiple levels of branching by simply inputting a new IOM number
into any one of the available one digit dialing fields. (You must build the new IOM
through Mailbox Maintenance). There is no limit to the levels of branching using this
method.

Should you wish to branch from any of the single digit options defined in Audiotex
mailbox 999, and present another series of options to choose from, it is necessary to do
additional programming as follows.

♦ Click on the Mailboxes tab.
♦ Click on the Maintenance icon.
♦ Add the appropriate number of Information Only Mailboxes.
♦ Return to the Audiotex section and enter the Information Only Mailbox number you

just created.

♦ Click Apply.
♦ Right click any option and choose “Change Root”.
♦ Enter the new Information Only Mailbox number.

You are then presented with the 0-9 branching options for this IOM.

In Audiotex, you must define the one-digit dialing pattern used to perform branching.
Branching allows the caller to dial single digits in order to be transferred to another
extension, mailbox, or the System Greeting.

There are 3 areas to program in order to accomplish Audiotex branching:

1. MAILBOX SETUP

2. Audiotex Parameters

3. Audiotex Branching

Courier displays the system default Information Only Mailbox (IOM) 999. Depending
upon mailbox number length, the system default IOM may be 99, 9999,or 99999 under
which Branching is initially defined.

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From the Courier OutLook Bar, click the Audiotex Tab. The following screen appears:

999

The uppermost section of the screen displays the Information Only mailbox you are
currently updating. IOM 999 is shown as the default primary Audiotex IOM. IOM
999 does not appear in the list of mailboxes shown in Mailbox Browse in order to
prevent deletion of it. It is accessible, however, through Audiotex set-up so as to
define it’s functionality.

Subsequent IOM Audiotex entry points can be defined under System Greeting
Maintenance, in order to associate unique single-digit menu options with specific
System Greetings.

OPTIONS 0 THRU 9

Under the default primary Audiotex-level IOM 999, the entries associated with
specific single-digits (options 0 thru 9) are defined. Callers can be directed while
listening to the opening System Greeting, to press specific single-digits to quickly
access a department, information, or another extension.

A ‘⊄’ sign to the left of a single-digit option indicates that a sub-menu of options has

been defined.

Sub-menus may be developed from each option number. The number of sub-menu
levels that may be defined is unlimited.

Acceptable entries are either a:

♦ Mailbox or Extension Number,
♦ the letters IVR,

The word IVR is the entry point for status inquiries associated with specific multi-digit
numbers, such as claim numbers or order numbers. See IVR Number Maintenance
and IVR Processing Parameters

♦ or an asterisk (

An asterisk is used to return the caller to the System Greeting.

)

*

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TO UPDATE AN OPTION (ZERO THRU NINE):

Select an option 0-9 to update, by left clicking to highlight, then right click to access the
menu as displayed:

ADDITIONAL SUB-LEVELS

Additional sub-levels can be defined from each single-digit entry. For example, you may
tell your caller to press 3 for Sales. When your caller presses 3, he may hear additional
branching options such as:

“Press 1 for Small Appliance Sales, 2 for Large Appliance Sales, 3 for Builder Sales…”

Note: The number of sub-levels you can have is unlimited.

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HOW TO DESIGN YOUR AUDIOTEX LIST

Use the following steps to guide you in formulating your System Greeting(s), and
incorporating through the use of Audiotex, information that will guide callers quickly to
their destination:

1. D

ECIDE WHAT YOU WANT ON YOUR AUDIOTEX LIST

2. DEFINE YOUR INFORMATION ONLY MAILBOXES

3. DECIDE IF YOU WANT TO USE AN AUDIOTEX LIST ACCESS NUMBER

4. WRITE AND RECORD YOUR SYSTEM GREETING MESSAGE

DECIDE WHAT YOU WANT ON YOUR AUDIOTEX LIST

When a call is answered by the system, an opening System Greeting is played. Decide
what options you want to give callers that will ensure a quick response. The options you
identify will determine what is included in your Audiotex List. Consider including:

♦ Frequently requested information (CD Rates, account balances, directions to

your location),

♦ Special messages (sales promotions),
♦ Customer information (order or repair status),
♦ Frequently requested departments such as Sales or Customer Service,
♦ Directions to your location, or other helpful information.

DEFINE YOUR INFORMATION ONLY MAILBOXES (IOM)

You must define all Information Only Mailboxes, except the default primary IOM 999, to
use for your messages and for the menu selections you will use on your Audiotex List.
See Mailbox Maintenance for details.

All Information Only Mailbox numbers must be unique, i.e. different from all other
mailboxes on the Courier system.

IMPORTANT NOTES:

The Audiotex list is always set up under the default Information Only Mailbox 999
(99, 999, 9999 or 99,999) at the primary, root level.

Each choice, which results in a menu must be assigned an Information Only Mailbox
and must have another worksheet completed to define the menu choices. See
Appendix 1 – Audiotex Maintenance Worksheet.

Each choice that results in playing an informational message must be assigned an
Information Only Mailbox. Write the message text on the bottom of the worksheet
page for use in recording. See Appendix 1 – Audiotex Maintenance Worksheet.

When a choice results in going to a Guest or Standard Mailbox (instead of another
menu or a message), these mailboxes must be defined in Mailbox Maintenance.

Set up the Audiotex list in the Courier system after all Information Only Mailboxes,
mailboxes requiring recording of messages, have been defined in Mailbox
Maintenance.

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ASSIGN FUNCTIONALITY (F/M/P/C/G) TO
INFORMATION ONLY MAILBOXES

The function assigned to an IOM determines what happens when a caller makes a
selection at the Audiotex List level, i.e. when the caller is hearing the System Greeting.
You must select a function-type for each Information Only Mailbox defined.

F - Full Functionality

Courier listens for one (1) or more digits to be entered by the caller.

M - Menu Functionality

Courier listens for only one (1) digit to be entered by the caller.

P - Priority Functionality

Courier listens for a multi-digit (up to 20 digits) Translation number to be entered
by the caller.

C - Chain Functionality

Courier plays the entire message recorded in the IOM and either 1) sends the
caller to the extension listed for option 0, or, if nothing is listed for option 0, says,
"Thank you" and hangs up. Callers cannot interrupt the message.

G - Group Functionality

Group Functionality allows more than one mailbox to be associated with an
extension number.

After making the selection from ‘Set Functionality’, you may view it with ‘View Status’:

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AUDIOTEX DESIGN AND SET-UP EXAMPLE:

"Press '0' for our current CD rates, '1' to check on your account balance, '2' if you would
like information on opening a new account, or '3' for more information."

The following chart shows how a Bank designed its Audiotex list and developed its
opening System Greeting. The primary, or root level, menu in the Audiotex List has four
major choices.

Primary Menu:

Option 0: Option 1: Option 2: Option 3:

801 802 200 100
0-CD Rates 1-Acct. Balance 2-New Accounts 3-Ext.
Hear Message Message Played Mailbox Called Ext. Called

Option 0

If the caller presses "0 for current CD rates" (0. CD Rates), he hears:

"Our current CD rate for a 6-month certificate is 6 percent. The minimum
deposit is $5,000. There is a penalty for early withdrawal. To speak to
someone regarding our CDs, press 230."

OPTION 1

If the caller presses "1 to check on your account balance" (1. Account Balances -

802), he receives another menu of choices:

"Press 0 for current loan information, 1 for regular accounts, or 2 for savings
accounts."

Secondary Menu:

Option 0: Option 1: Option 2:

803 204 205

0 - Loan 1 - Regular 2 - Savings
Translation Number* Extension Number Extension Number

Option 0 (secondary level)

If the caller presses "0 for current loan information" (0. Loan), he will hear this
message:

“Press your loan number now."

The caller will then be connected with the Bank representative responsible for his
account.

*Note: Courier will anticipate a translation number to be keyed. You must set up the account
numbers under Translation Number Maintenance.

OPTION 3

If the caller presses "3 for more information" (3. Information), extension 100 is called
(the switchboard operator) and the caller is assisted personally.

"Press 0 for current loan information, 1 for regular accounts, or 2 for savings
accounts."

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EXAMPLES OF IOM FUNCTIONS (F/M/P/C/G)

F - FULL FUNCTIONALITY

Courier listens for one or more digits to be pressed by the user.

"Press '0' for our current CD rates, '1' to check on your account balance, '2'
if you would like information on opening a new account, or '3' for more
information."

If the caller presses "0 for current CD rates" (0. CD Rates), he hears this
informational message:

"Our current CD rate for a 6-month certificate is 6 percent. The minimum
deposit is $5,000. There is a penalty for early withdrawal. To speak with
someone regarding a CD, press 230."

M - MENU FUNCTIONALITY

Courier listens for only one (1) digit to be entered by the caller. Courier anticipates
that the caller will press one of the four options:

"Press '0' for our current CD rates, '1' to check on your account balance, '2'
if you would like information on opening a new account, or '3' for more
information."

The function code for this level must be M, Menu Functionality, because each of the
four options is selected by pressing one digit. In this sample, the level represented
by the default primary Audiotex-level IOM 999, has Menu (M) Functionality because
each of the four options may be selected by pressing one digit (0, 1, 2, 3 or 6).

P - PRIORITY FUNCTIONALITY

Courier listens for a multi-digit (up to 20 digits) Translation number to be entered by
the caller, in order to forward the call to the proper extension number.

"Press '0' for our current CD rates, '1' to check on your account balance, '2'
if you would like information on opening a new account, or '3' for more
information."

When a caller presses "1 to check on your account balance" (1. Account
Balance), he hears:

“Press your account number now.”

Courier accepts the account number and connects the caller to the extension of the
proper Bank Representative, as defined in Translation Number - Add. See
Translation Number Browse.

C - CHAIN FUNCTIONALITY

Courier plays the entire message recorded in the IOM and either (1) sends the caller
to the extension listed for option 0, or, (2) if nothing is listed for option 0, says,
"Thank you" and hangs up. Callers cannot interrupt the message.

"Press '0' for our current CD rates, '1' to check on your account balance, '2' if
you would like information on opening a new account, or '3' for more
information."

If a caller presses "2 for information on opening a new account," Courier plays
the message recorded in the IOM:

"First Virginia Bank is currently offering free checking and free checks for all new
accounts…"

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G - GROUP FUNCTIONALITY

An Information Only mailbox that uses Group Functionality allows more than one
mailbox for an extension.

For example, two students share one extension number in a room. Each student
can have his or her own separate voice mailbox with the use of Group Functionality.

For more information, see the Group Functionality Mailbox portion of the Mailbox
Maintenance section.

DECIDE IF YOU WANT TO USE AN AUDIOTEX LIST ACCESS NUMBER

If your Audiotex List is limited to three or four options, you may want to include the
single-digit numbers (0 through 9) in the System Greeting, for immediate access. For
example:

“Thank you for calling First Bank. If you know your party’s extension, you
may enter it now. Press 1 for account information, 2 for information on
opening a new account, or 3 for other assistance. Or, remain on the line for
an attendant.”

However, if your Audiotex List is lengthy, you can include in the System Greeting a
single-digit number (Audiotex List Access Number) to hear a listing of single-digit
options. In our example below, the caller is directed to press 9.

“Thank you for calling First Bank. If you know your party’s extension, you
may enter it now. To select from a directory of information, press 9. Or,
remain on the line for an attendant.”

When the caller presses 9, he hears:

“Press 1 for account information, 2 for information on opening a new
account, 3 for current loan rates, 4 for CD rates, 5 for savings options, 6
for….”

IMPORTANT: You cannot have as the first digit, the same digits you use for Digit
to access Audiotex List from System Greeting, Digit to access Name Directory,
Translation/Extension Number Prefix type, or Override Digit.

WRITE AND RECORD YOUR SYSTEM GREETING MESSAGE

Use the Audiotex Maintenance Worksheets, Appendix 1, found at the end of this Manual
to document or outline the Audiotex Options you have defined. This information will be
needed to compose your System Greeting as well as setting up mailboxes in Mailbox
Maintenance.

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SYSTEM ADMINISTRATOR OPTIONS FROM THE
TELEPHONE

To access and perform:

Distribution List Maintenance – Option 1,
Information Only Mailbox Maintenance – Option 2,
System Greeting Recording – Option 3,
Pre-System Greeting Recording – Option 4, and
System Prompt Recording – Option 5:

1. Call Courier

2. Press

3. Press Mailbox 999

4. Press the Master System Password

5. Select Option 1, 2, 3, 4, or 5 from Menu

Option 1: Distribution List Maintenance

Option 2: Information 0nly Mailbox Maintenance (IOM)

*

• Press Distribution List Number.

• Hear or Record Distribution List Name

• Browse and Modify Mailboxes on Distribution List

• Add, Keep, or Delete Mailboxes

• Receive Registered Mail receipt status of All or Specific Mailboxes

• Access, Record, Change Mailbox Functionality

• Options Update - Change, Delete or Use

• Change IOM Password

Option 3: System Greeting Recording

• Maintain System Greetings via two-digit System Greeting Number

Option 4: Pre-System Greeting Recording

• Hear, Record, Use and Delete Pre-System Greeting Message

Option 5: System Prompt Recording

• Maintain System Prompts via three-digit System Prompt Number

TO RECORD AND SEND A BROADCAST MESSAGE TO A CLASS OF SERVICE OR

ALL MAILBOXES:

TO

1. CALL COURIER

2. PRESS *

RESS YOUR MAILBOX NUMBER (NOT 999)

3. P

4. PRESS SYSTEM MASTER PASSWORD

5. PRESS 3 TO SEND A REGULAR MESSAGE

6. PRESS #99

7. E

NTER A TWO-DIGIT CLASS OF SERVICE OR * TO SEND TO ALL

MAILBOXES

8. RECORD, RE-RECORD, SEND, SEND RECEIPTED, APPEND TO, LISTEN,

ARK PRIVATE AND/OR URGENT, OR DELETE YOUR MESSAGE

M

PanaVoice Courier Installation Manual 76

BASIC DISPLAY AND NON-DISPLAY PHONE USE

The PanaVOICE Courier will work with the phone system and allow for visual menus
from the large as well as small screen displays.

With third party voicemail you normally need to program a call forward ID so the
voicemail will answer with the personal mailbox greeting as opposed to the main greeting
when calls forward to voicemail.

With API integration, the Courier will know what extension number the call forwarded
from, and will play the correct personal greeting without having to program call forward
ID for each extension.

When you call the Courier from your extension to retrieve messages, the system will not
ask you to enter your mailbox number or a personal ID. The Courier will immediately ask
you for your password (if one is set), and proceed to display or audibly indicate the
options available to you, including playing your messages.

Since the API will be sending the information to set and cancel message lights, your
voice ports will be free to take calls.

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FIRST TIME USER SETUP

As a first time user of the PanaVOICE Courier Voice Mail System, you will be asked to
perform your mailbox customization. Please follow the steps below to customize your
mailbox, keeping in mind that the system will “time out” after 30 seconds of perceived
inactivity. You may want to read and familiarize yourself with the following instructions
before you begin.

#

*

1

2

5

If you make a mistake or hit the wrong menu option, hitting the pound sign will bring you
back to the previous menu.

1. Dial into the voice mail system by pressing your voice mail key on your telephone or
by entering the extension of the voice mail as set by your System Administrator.

2. Press * to access the Setup menu.

A recording will inform you “mailbox customization has not been performed.”

3. Press 1 to set up your Password.

Your Password can be 4 to 9 digits in length, or variable depending on what your
System Administrator has configured as the setting. After you enter your Password,
you will be presented with the menu choice again. To re-enter your Password press
1, if you are satisfied press 2, and proceed to Step 4.

4. Press 2 to record your name.

Your name recording will be used to identify your voice mailbox to other users of the
voice mail system. To re-enter your name, press 2. If you are satisfied, press the #
key and proceed to Step 5.

5. To record your mailbox greetings, Press 5 to “Send incoming calls to my telephone”
menu.

It is from this menu that you will be instructed to record and activate your telephone
greetings.

1

3

6. Press 1 to record and activate Greeting 1.

7. Press 3 to record your greeting in what the voice prompt calls the “First Part.” Press
# when finished.

To provide information of a dynamic or temporary nature, you can record a specific
greeting in the First Part, and a standardized message in the Second Part, or vice versa.
The benefit of this two-part message is that you can leave the lengthy part of the
message untouched, while re-recording the other part whenever you are away from the
office. Or, you can simply use the First Part or the second part as your entire Greeting.

When this process is completed, you are able to send and receive voice mail messages
from your password-protected personalized mailbox, which now provides your name
and greetings.

PanaVoice Courier Installation Manual 78

COURIER QUICK REFERNCE CARD

PanaVoice Courier Installation Manual 79

IVR PROCESSING

IVR PARAMETERS

The Courier system offers simple IVR functionality. The most basic feature is claims
processing, where an incoming caller, when prompted, can enter a claim number and

retrieve a specific message that pertains to that number.

This feature works quite well in car dealerships for example, where the service number
can be given to a customer, and that customer can call into the Courier to find out the
status of their vehicle.

Courier can be set up to provide accurate, time and date stamped, information. The
caller can then be connected to someone for more information, if necessary.
When using this IVR application, an IVR Maintenance Administrator must be designated
to perform various functions, and maintain the IVR messages. Every IVR Claim number
can have a distinct message played when the caller enters their number. These
messages are recorded by the IVR Administrator, and are recorded through a regular
telephone on the switch. The IVR Administrator User Guide can be found.

From the Courier OutLook Bar, under the Parameters Tab, click the IVR icon. The
following menu appears:

To set up this feature, you must also utilize the Audiotex Branching programming to
properly guide the caller to the appropriate Information Only Mailbox where claim
numbers can be entered. A single digit must be designated for callers to access
information, i.e. “Press 4 to check on the status of your vehicle.” Under Audiotex IOM
999, the word IVR would be entered to the right of the number 4.

LENGTH OF IVR NUMBER IN DIGITS – DEFAULT: 3

This field defines the digit length used for IVR inquiries (claim numbers). The IVR
Number must correspond with an order number given to your customer. Click the
appropriate number to set from two to nine digits.

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PASSWORD FOR IVR MAINTENANCE – DEFAULT: (BLANK)

A separate password must be assigned that is different than the Main password. This
password will be used by the designated IVR Administrator and will not allow access to
other System Administrator functions. Four to nine digits are valid. This password is
used when the IVR Administrator accesses the IVR maintenance through the telephone.

EXTENSION NUMBER TO GO TO AFTER IVR INQUIRY – DEFAULT:
(BLANK)

After the incoming caller enters his/her claim number and listens to the information
recording, the Courier can dial another extension, or the Courier can automatically
transfer the caller to the extension set in this field.

RETENTION DAYS FOR IVR STATUS MESSAGES – DEFAULT: 02

Status messages are the individual messages recorded to provide information to the
incoming caller. This field will determine the amount of days you can leave these
messages on the system. Enter the number of days by typing the number clicking and
dragging to the desired number or clicking the right or left icons to increment one day at
a time.

VERIFY IVR NUMBER WHEN CHANGING STATUS – DEFAULT: ✱✱✱✱

Check to have the Courier audibly verify the IVR number that was dialed so that you can
confirm you are recording the appropriate message.

PLAY "AS OF" AND TIME ON IVR STATUS INQUIRIES – DEFAULT:

✱✱✱✱

Check, and when changing the status message, the Courier can play the time and date
of the last status change for the particular IVR number being played.

REPEAT IVR NUMBER TO CALLER ON STATUS INQUIRIES
– DEFAULT: ✱✱✱✱

Check, to have the Courier repeat the IVR number when a caller enters a valid IVR
number.

PanaVoice Courier Installation Manual 81

IVR NUMBER M AINTENANCE

HOW TO UPDATE THE STATUS OF AN IVR NUMBER’S MESSAGE:

♦ Call Courier Voice Mail
♦ During the System Greeting, press the option number for IVR; the
♦ Pre-defined digit on the Audiotex list, stated in the System Greeting.
♦ Press * to hear the System Administration menu
♦ Enter the IVR Number Password.

Courier plays:

Press 1 to change the status of a number,
2 to record a custom message,
3 to hear the status of a number, or
press the pound sign to exit.

TO ACTI VATE A PRE-RECORDED STANDARD MESSAGE:

♦ Press 1 to change the status of a number.

Courier plays:

Press 1 if the number is ready,
2 if the number is not ready, or
3 through 7 for special number messages.

Pressing 1 activates the standard Ready Message.

Pressing 2 activates the standard Not Ready Message

Pressing 3, 4, 5, 6, or 7 activates a pre-recorded special message.

TO RECORD A CUSTOM MESSAGE:

♦ Press 2 to record a custom message.

Courier plays:

Press 1 to change the status of a number,

2 to record a custom Message,
3 to hear the status of a number, or,
press the pound sign to exit.

Courier plays:

Record your status message after the tone and press the pound sign when
finished.

PanaVoice Courier Installation Manual 82

Record the message you wish to leave for the specific number you are working with.

Courier plays:

Message recorded.

Courier plays:

Press 1 to hear it,
2 to re-record it,
or, 3 to use it as is.

Press the appropriate selection.

TO HEAR THE CURRENT STATUS OF A NUMBER:

♦ Press 3 to hear the current status of a number.

Courier plays the current status message of the number you entered.

Courier plays:

Press 1 to change the status of a number,
2 to record a custom message,
3 to hear the status of a number, or
the pound sign to exit.

PanaVoice Courier Installation Manual 83

TRANSLATION NUMBERS

This feature allows the Courier to direct incoming callers, based on an input code, to a
distinct extension number. The codes can be varied from Social Security numbers, to
account numbers, to zip codes, etc.

This feature is particularly helpful in applications where you may advertise in a particular
medium, and publish a number you want the incoming callers to dial once they have
entered the system. You can then accurately direct that caller to a particular operator
responsible for that geographic area for example.

B ROWSE

From the Courier OutLook Bar, under the Translation Numbers tab, click the Browse
icon. The following screen appears:

This area provides the System Administrator the ability to browse the VMB Column
(voice mailbox or extensions) for any previously defined translation numbers.

GUIDELINES

To see entries displayed on the next page (if any), use the scroll bar to the right of the
screen, which appears when the screen is full.

To change the extension number associated with a range of numbers:

 Click with the mouse to move to the extension number you want to change.

 Type over the current information and press the [Enter] key.

Note: To delete a translation number and all related information, see Delete Translation Numbers.

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ADD

This area is used to create a Translation Table. From the Courier OutLook Bar, under
the Translation Numbers tab, click the Add icon. The following screen appears:

ENTER STARTING TRANSLATION NUMBER

Use this field to define the starting number.

ENTER ENDING TRANSLATION NUMBER

Use this field to define the ending number.

ENTER THE EXTENSION NUMBER

This field defines the extension number or voice mailbox number incoming callers will be
transferred to once the translation number defined above, has been entered.
You must click ADD in order for entries to be added and appear on the Browse screen.

ADDING TRANSLATION # (NUMBERS)

This field acts as a visual status of the translation number or numbers being added.
When the transaction is complete, this field will display “DONE”.

LENGTH OF THE TRANSLATION NUMBERS

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Decide the length of the code/translation number you want the incoming caller to use
(social security number or account number for example). The translation number can be
up to 20 digits long and must be numeric.

D ELETE

These fields are used to delete Translation numbers. From the Courier OutLook Bar,
under the Translation Numbers tab, click the Delete icon. The following screen appears:

ENTER STARTING TRANSLATION NUMBER

Use this field to define the starting number.

ENTER ENDING TRANSLATION NUMBER

Use this field to define the ending number.

ENTER THE EXTENSION NUMBER

This field defines the extension number or voice mailbox number incoming callers will be
transferred to once the translation number defined above, has been entered.

DELETING TRANS #

This field acts as a visual status of the translation number or numbers being deleted.
When the transaction is complete, this field will display “DONE”.

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STATISTICS

The Courier provides, as a standard feature, many valuable statistics about the system,
and how it is being used. These statistics can help evaluate efficiencies within the
system.

From the Courier OutLook Bar, under the Statistics tab, click the View Statistics icon.
The following screen appears:

STATISTICAL REPORTS

Statistical reports are run each Sunday morning after the Courier timed shutdown.
Courier generates the following reports:

(Traffic) System Usage Table Report (by ports) TRmmddyy.pr?
MailBox Subscriber Report (by system) MRmmddyy.pr?
System Statistics / Executive Summary Report (by ports) CRmmddyy.pr?
Extension Report (by system) ERmmddyy.pr?
Menu Report (by system) URmmddyy.prn

mmddyy = month, day, year
? = 1 - 6

In order for the reports to make sense, the NAME, COMPANY, DIVISION and
DEPARTMENT fields must contain pertinent information. Otherwise, they will all be
thrown into a single group.

The "company" in the line shown above defines how the reports will be paginated. The
options are "company", "division" and "department". Your selection will depend on how
the Courier is to be used.

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Note that on the system shown, i.e. 24 ports, setting the page break on "company"
will generate 25 separate reports, many of them multiple pages.

If you set the page break on "department", then the report will print on a large amount of
paper. They are generated as print files, so there is no need to print them if you just wish
to view the data.

TRAFFIC

This report shows the system usage by port, by the hour. The report shows the usage
over a seven-day period, along with day, night, and 24 -hour totals.

There is also a final page for each group of ports showing the busiest hours on each port
by number of calls, and by time. It computes a utilization factor in percent. Finally, it will
show if all ports were busy for some specified period of time.

Note: When all ports are busy, the Courier cannot answer calls. If this number becomes large, it
indicates that the system needs more ports.

M AIL B OX S UBSCRIBER REPORT

This report gives a list of all the user mailboxes including department and company name
that the system extracts from the fields programmed in the Mailbox Setup Parameters. It
shows message totals, and the last time they logged in to check messages. It details the
total time of all the messages by user and also gives a total combined user message
time.

S YSTEM S TATISTICS / EXECUTIVE SUMMARY R EPORT (BY

PORTS)

This report contains three separate sections: "Automated Attendant / Call Breakdown",
"Automated Attendant / Subsequent Transactions" and "Message Center Traffic (For all
ports)".

AUTOMATED A TTENDANT / CALL B REAKDOWN

This is a listing of the number of calls handled by a particular method when a person first
calls Courier. These are:

Direct Dial The caller knew what extension number was wanted and

entered it.

Menu Option The caller used one of the menu options programmed into the

Courier.

Dial 'O' Open The caller dialed the operator directly.

No Entry The caller waited until the Courier dropped them to the

extension specified as the drop extension. This would include
callers dialing from a rotary phone.

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Log in to Msg Ctr The caller pressed

messages.

Leave Message The caller pressed "#” to skip the mailbox greeting and left a

message.

Dialed By Name The caller used the Find Name function from the Audiotex List.

Translation Number The caller went to an extension using a translation number.

Other All the other ways a caller can get somewhere from the main

greeting.

* and their mailbox number to retrieve

AUTOMATED A TTENDANT / SUBSEQUENT T RANSACTIONS

After a person has selected or defaulted to one of the options above, this is the
subsequent choice that they made (if any):

Busy Condition The caller received a “busy” after making their first

selection.

Ring No Answer The caller received a “ring-no answer” after making

their first selection.

Subsequent Direct Dial The caller keyed in another extension number after

their first selection.

Subsequent Dial "0" The caller gave up after their first selection and dialed

the operator.

Subsequent Menu Option The caller made a menu option choice after their first

selection.

Example: Automated Attendant / Subsequent Transactions

Busy Conditions 25
Ring No Answer 23
Subsequent Direct Dial 5
Subsequent Dial 'O' 7
Subsequent Menu Option 0

M ESSAGE CENTER T RAFFIC (FOR ALL PORTS)

This is the overall message center traffic for all ports. This is for all ports since there is
no way to trace how a person got to the Message Center.

Number Messages Left Defines how many messages were left.

Number Messages Retrieved Defines how many messages were listened to and

acted upon.

Avg. Seconds per Message The average time of all the messages, in seconds.

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Example: Message Center Traffic (For all ports) Summary Report

Created 09/24/95 At 00:05:43
From 09/17/95 at 00:00:00 To 09/23/95 at 23:59:59
For Ports 1 to 2

Message Center Traffic (For all ports)

Number Messages Left 29
Number Messages Retrieved 27
Ave Seconds per Message 36

E XTENSION R EPORT

The extension report is a summary, by mailbox extension, of all the activity that occurred.
The previous reports presented an aggregate of all possible selections. The Extension
Report shows how this is distributed by extension number. The categories, such as
"Direct Dial", "Menu Option", etc. are the same as above.

M ENU REPORT

This report gives you the number of calls that reached a particular extension by any
menu choice.

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UTILITIES

P URGE O LD M ESSAGES

When your Courier system has less than 10% free disk space, old messages should be
purged from the system. Using this option overrides the Message Retention parameter
(See Voice Mail Parameters for more details).

From the Courier OutLook Bar, under the Utilities tab, click the Purge Old Messages
icon. The following screen appears:

HOW MANY DAYS OLD SHOULD THE MESSAGES BE BEFORE
THEY ARE DELETED?

This field allows you to define the “age” of messages that you wish to delete from the
system.

PURGE STATUS

The screen shows the message deleted including the associated mailbox, if it was
delivered internally from another subscriber, and when the message was recorded.

NUMBER DELETED

The screen shows the number of messages deleted during this particular deletion
procedure.

BYTES DELETED

The screen shows the number of bytes that have been deleted during this particular
deletion procedure.

CLEAR STATUS

Clears the Purge Status information. Purge messages until you are satisfied there is
enough room on the hard drive.

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DISTRIBUTION LISTS

The Courier can send messages to groups of mailbox users through the use of
Distribution lists. A Distribution list is a group of mailboxes that can be defined by
category (i.e.: Sales Department).

Once a distribution list has been created, users can send a message to all of the
members in a particular Distribution list by directing their message to the list number.
Each user can create Distribution lists at the telephone level.

This report will allow the System Administrator to view each list and see which members
have received the messages (Date & Time), and who has yet to receive them. This
status report can be printed and given to the sender of the message.

The System Administrator can also create the names of new distribution lists that the
mailbox owners can then pick and use at the telephone level.

D ISTRIBUTION L IST M AINTENANCE

From the Courier OutLook Bar, under the Distribution Lists tab, click the Maintenance
icon. The following screen appears:

SELECT THE MAILBOX NUMBER

Enter the mailbox number of the distribution list sender you would like to check the status
of.

SELECT THE LIST NUMBER

Mailbox owners can have multiple lists. This field enables you to select a specific list for
the specific sender you are trying to check distribution status.

DATE

Once a specific list has been selected the Date that the message was sent will be
displayed in this field.

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TIME

Once a specific list has been selected the Time that the message was sent will be
displayed in this field.

DELIVERED

This column will list the mailbox users within the distribution list that have reviewed the
message.

TO BE DELIVERED

This column will list the mailbox users within the distribution list that have not reviewed
their message yet.

DESCRIPTIONS

From the Courier OutLook Bar, under the Distribution Lists tab, click the Descriptions
icon. The following screen appears:

DESCRIPTION TEXT

The Courier system contains 64 descriptions, which may be assigned to both
System and User distribution lists. On the Descriptions screen, you may make
changes to any of the 64 names so that any mailbox owner may use them.

Names may not be added or deleted

existing name, highlight the name in the ‘Descriptions’ window. Type in the new
description into the ‘Description Text’ field at the bottom of the screen and press the
Apply button. This change is now saved and available for use.

; they may only be changed. To change an

This feature is available only when using display phones with API integration. These

names are available for selection by mailbox users when creating a Distribution List from
a display telephone.

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PARAMETERS

These Parameters are used to detail various capabilities of the system to meet with the
customer’s particular applications. Default settings have been pre-defined for all
Parameters, based on those most commonly used. All settings may be changed at
installation.

S YSTEM P ARAMETERS

System Parameters are used to identify system wide functions that will apply to an
application.

From the Courier OutLook Bar, under the Parameters Tab, click the System icon. The
following menu appears:

MAILBOX NUMBER DIGIT LENGTH – DEFAULT: 3

Enter the appropriate number to set the Mailbox digit numbers from 2 to 5 digits. All
Mailboxes must be the same length. The number of digits used for the telephone
extensions must mirror the number of digits used for the mailboxes.

TIMES TO RING AN EXTENSION – DEFAULT: 4

Enter the number of times Courier will ring a telephone extension before determining
there is no answer. This function is used for the Monitoring feature. Enter anywhere
from 1 to 9 rings by typing in the number or click the left and right arrow to increment one
ring at a time.

Note: If Release on Ring has been set to Yes in the mailbox Class of Service, it will take priority
over this entry.

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NUMBER OF RINGS BEFORE ANSWER – DEFAULT: 1

This entry determines the amount of rings the system allows before it answers calls from
the outside, as well as intercom calls. Enter anywhere from 1 to 9 rings by typing in the
number or you can click the left and right arrow to increment one ring at a time.

INTER DIGIT DELAY – DEFAULT: 4

This is the amount of time in seconds that the Courier waits between digits to determine
whether the digit or digits dialed are valid. Enter anywhere from 1 to 9 seconds by typing
in the number or you can click the left and right arrow to increment one second at a time.

Note: If a Prefix Before Extension or Translation has been chosen, this field is not relevant.

For example, there may be applications where one-digit dialing is desired for branching
purposes, and one of the digits matches the extension number plan. In this case, the
system must interpret the digit dialed and wait to see if the caller continues to enter digits
to complete an extension number, or if the caller actually stops at 1 digit.

Under most circumstances, it is recommended to use distinct translation digits, and not
to use the first digit of your extension number plan. By doing so, you will avoid having to
interpret dialing.

OFF HOOK DELAY INCREMENTS – DEFAULT: 50

This parameter defines the amount of time between the end of a ring and the voice
board delivering a voice path. This parameter will seldom have to change from its
default of 50 (1/2 of a second). For example, this parameter is typically adjusted when it
is confirmed that the Courier is missing the first digit of a call forward I.D. digit. Enter
from 0 to 100 by typing in the number or you can click the left and right arrow to
increment in 1/100-second increments.

DROP CALL IF BREAK IN LOOP CURRENT – DEFAULT: YES

By checking this box, Courier is able to detect when a caller hangs up during the System
Greeting (system sees a drop in loop current either from the telephone system or the
Central Office line).

Note: The telephone system must provide a disconnect signal.

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DROP CALL IF DIAL TONE – DEFAULT: YES

By checking this box, Courier will monitor activity during the System Greeting. If an
incoming caller hangs up during the System Greeting, Courier terminates the call after 6
seconds of continuous dial tone.

PASSWORD LENGTH 4-9 OR V FOR VARIABLE – DEFAULT: 4

This password field is to set the length of passwords. The password length can be set
from 4 to 9 digits, or it can be a (V)ariable length defined by each end user.

Note: When variable length passwords are used, the Courier listens for a pound sign (#) to
indicate the end of the password. If a pound sign (#) is not entered, the system ignores the
password entered, times out and disconnects the caller.

SYSTEM MASTER PASSWORD – DEFAULT: 1111

The System Master Password is the main password to access all Courier programming
functions. The number of digits is defined in the password length field described above.
The default System Master Password is 1111. To ensure confidentiality, Courier
displays stars (****) as you enter the password. The Master System Password should be
a confidential number, known only by the System Administrator and a secondary
Administrator. It is required to:

 Display Courier's main menu.
 Override Mailbox passwords.
 Set up and use System Distribution lists.
 Update Information Only Mailboxes.
 Operate the system keyboard.
 Record System Greetings.
 Record Pre-System Greeting
 Record System Prompts
 Record Broadcast Messages

LEAVE A MESSAGE PREFIX 1-9, * OR # - DEFAULT: #

This is a 1-character system wide code that callers can dial during a greeting to skip
directly to leaving a message. Acceptable characters are 1-9, * or #.

Note: In default, the # is reserved to enable callers to bypass call transfer to an extension, and go
directly to the mailbox owners greeting (Override Prefix). The * sign is reserved for callers to
enter the Voice Processing system from the outside as subscribers to access their mailbox.
These functions can be swapped.

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MAINTENANCE SHUTDOWN TIME – DEFAULT: 0005

Courier must shut down daily for reorganization, maintenance, and updating. A 3.5 inch
floppy should reside in the floppy at all times. During maintenance, the data files are
written to a floppy for daily backup. This maintenance should be scheduled at a time
when calls are not coming in to Courier. Enter this time by using military format
(00:01through 23:59) The default shutdown time is 00:05 or 12:05 am.

PILOT EXTENSION NUMBER – DEFAULT: 500

There is a default pilot extension number for the DBS of 500. If your pilot number is
different, change it here. This hunt group number is only needed when using API
Integration.

NAME ENTRY ORDER – DEFAULT: LAST NAME

Click the drop down arrow and choose between Last Name, First Name, or Either Name.
Changing this setting will change the prompt played when a caller presses the Name
Entry Prefix key on the telephone. Names should be entered into the Name Directory in
this order.

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AUTOMATED A TTENDANT P ARAMETERS

The Automated Attendant Parameters Section is used to define the various options for
the system’s Automated Attendant functions. In default, the Automated Attendant plays
the greeting and accepts digits for extension number dialing. If you wish to use
Branching (one digit dialing), you will need to set other options (see Audiotex/Branching
Section).

The Courier can utilize a monitoring function, which is set in Mailbox Maintenance, to
allow the Auto Attendant to call telephone extensions and determine their state (busy or
no answer) prior to transferring the call. If the extension is busy or does not answer, the
Auto Attendant will either provide the outside caller with options or send them directly to
leave a message. Selecting no monitoring means that the Auto Attendant will blind
transfer calls. Typically, API integrated systems use the ‘Monitor’ function. In-

Band integrated systems do not.

From the Courier OutLook Bar, under the Parameters Tab, click the Auto Attendant icon.
The following menu appears:

SECONDS TO WAIT BEFORE DROPPING TO OPERATOR –
DEFAULT: 5

This field is used to assign the number of seconds (2 to 15 seconds) the Courier waits to
detect digits after the main greeting has been played. If no digits are dialed and the timer
expires, the Courier will transfer the caller to the “System Greeting Drop Mailbox”
defined in the System Greeting Maintenance Parameters.

Note: If there is no System Greeting Drop Mailbox defined, the Courier will look at the Operator
Drop Mailbox. If neither is defined, the Courier will let the caller know that the operator is not
available and will instruct the caller to call back at a later time.

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PREFIX BEFORE EXTENSION, TRANSLATION, OR NONE –
DEFAULT: NONE

Click the appropriate circle to define if a dialed prefix digit is required for either an
extension entry, or a translation entry or no prefix at all. This prefix setting is only used if
Translation Numbers are utilized.

For example if a caller’s intention is to dial 1 for “Sales” during the System Greeting, and
the extension/mailbox numbering plan also begins with the digit 1, the Courier will wait
for the Inter Digit Delay Timer (described above) to expire. Then it will look at the
associated Information Only Mailbox branching structure, interpret the digit 1, and send
the caller to “Sales” (either to an extension, a voice mailbox, or another IOM).

By using the Prefix Before Dialing option in this case, the caller will enter the digit “9” for
example, before the digit 1 for “Sales” (dial “91”), and the Courier will immediately
transfer to “Sales” without having to wait for the Inter Digit Delay Timer to expire.

Note: If the application calls for 1 digit dialing more so than extension dialing, then use the Prefix
Before Dialing for extension numbers. Likewise, if the system is designed for more extension
number dialing, then use the Prefix Before Dialing for the translation purpose.

TRANSLATION/EXTENSION NUMBER PREFIX – DEFAULT:
(BLANK)

This field defines the prefix digit to be used for either the extension or translation number
depending on what has been chosen in the previous field. Enter any digit number from 1
to 9 by typing in the number or you can click the left and right arrow to increment one
digit at a time.

To avoid number conflicts, make sure that the Prefix number is different from the:

• Audiotex Branching Numbering Plan, the

• Override Prefix, and

• Name Entry Prefix parameters.

DIGIT TO ACCESS NAME ENTRY CALL ROUTING – DEFAULT: 8

This field identifies the digit to be used for dial by name directory applications. Enter any
digit number from 1 to 9 by typing in the number or you can click the left and right arrow
to increment one digit at a time.

The Name Entry Prefix must be different from the:

• Audiotex Branching Numbering Plan, the

• Override Prefix, and the

• Extension/Translation Prefix number.

Note: You cannot have any Mailboxes that begin with the Name Entry Prefix.

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